SUMMARY:

• PMP and TOGAF 9 Certified Program Manager with extensive experience in IT industry
• Extensive experience in Learning Management Systems
• Strong technical, analytical and leadership skills with demonstrated success in driving cross - functional teams to meet objectives, schedule and budget commitments
• Industry technical certifications in Cloud, ITIL, Oracle Database Administration, WebLogic Administration and Cloudera Hadoop Administration

TECHNICAL SKILLS:

Operating Systems: Microsoft Windows, Linux, Mac OS

Software, Applications, Methodologies: Hana DB, Oracle Database 11g, Microsoft Project 2010, Microsoft Office 2010, Apache Hadoop, SQL, PL/QSL, Java, Tableau 8.2, Chef, Jenkins, Splunk, Shell, Solr, Zookeeper, JIRA, Rally, Git, Jenkins, Puppet, Perl, Confluence, ServiceNow, Solarwinds, Microsoft Azure, Zabbix, Agile Scrum, Kanban, ITIL, Vantio Cacheserv, Confidential Secure Business, SalesForce Service Cloud

Problem Solving and Escalation Management: Strong analytical skills and able to work in high pressure environment, Effective problem solver under complex decision situations. Conflict resolution, negotiation skills and priority management based on business requirements

Program Management: Learning Programs, Resource Planning, Schedule Management, Risk Assessment and Cross-Functional team collaboration, Process and Change Management, Project Kick Offs, Documentation, Communications

PROFESSIONAL EXPERIENCE:

Confidential, Redwood City

Senior Program Manager

Responsibilities:

• Hiring, Onboarding and training of Tier 1 offshore Support for technical and soft skills
• Documentation on technical knowledge base, SLA, Process
• End to end training management including managing and organizing offered courses, training schedules for customer and partner trainings
• Edubright Learning management system administration
• Monitor and evaluate current training and certificate programs, propose and deploy program enhancements
• Define project requirements, create project charter, workflows and plans and drive end to end projects including managing timelines, budgets, communications, quality, risks, critical paths, identify and resolve resource constraints
• Identify KPI’s, reporting requirements and implement reporting plan
• Manage global Support and Training team throughout project lifecycle
• Collaborate with Engineering for Release pipeline, provide project management support for release build process and course updates
• Implemented and managed project to migrate SalesForce Service Cloud to Jira Service Desk
• Manage Field Readiness programs and align with Technical Support, Training and Field support resources

Confidential, CA

Senior Technical Project Manager

Responsibilities:

• Initiate and develop custom Learning Programs for various Operations and Support Tiers
• Define project requirements, create project charter, workflows and plans and drive end to end projects including managing timelines, budgets, communications, quality, risks, critical paths, identify and resolve resource constraints
• Manage the Microsoft Project Plan, collect and report on plan-to-actual progress to the project schedule
• Provide support for SuccessFactors Learning Management System Implementation for cloud hosting
• Establish required processes and communication changes
• Initiate development of Global Datacenter Infrastructure and Application Audit and Compliance framework and rollout of Application Standardization and Global Data Center Standardization process
• Collaborate with Engineering for Release pipeline, provide project management support for release build process and course updates
• Manage Field Readiness programs and align with Cloud Operations, Technical Support, Training and Field support resources
• Organize and facilitate Agile and Scrum meetings, which included Sprint Planning, Daily Scrums or Standups, Sprint Check-In, Sprint Reviews & Retrospective

Confidential, CA

Senior Program Manager

Responsibilities:

• Lead team of global onshore and offshore customer success and implementation resources
• Own, manage, and drive the highest level of critical customer escalation by building and leading an interdepartmental, cross functional, and geographically dispersed Confidential virtual team
• Engage with product management, technical marketing, development, supportability and quality teams to enhance support automation and provide feedback to improve product usability and experience
• Compile and present key metrics to the Support Services workgroup for supporting continuous improvement objectives
• Analyze Customer issues to drive the Supportability improvement programs and provide feedback and recommendations to Product operations
• Spearhead future supportability roadmaps that outline key improvement initiatives and drive that focus with influence on products, people and processes
• Develop and manage detail project plans, milestones and critical-path dates, identify and mitigate issues and risks associated with the project schedule.
• Handled SDLC of multiple projects in Agile development environment using JIRA, Rally (Scrum/Kanban)

Confidential, CA

Senior Software Service Specialist

Responsibilities:

• At Confidential, I was responsible for the planning, Client Delivery, Support and control functions for the SAAS implementation team at Confidential . This role required me to work with Sales, Client Services, Operations and Analytics Teams to execute and deliver as per project plans
• Help to ensure quality of service and manage cost of delivery by looking at better ways to provide service in a cost-efficient manner
• Identify systemic and pervasive issues related to products and/or processes and feed these into the Root Cause Corrective Action (RCCA) process to promote continuous improvement
• Implement best practices and tools, and share lessons learned quickly across client base and competencies

Confidential, CA

Technical Support Lead, Technical Support

Responsibilities:

• As a Technical Support Lead my primary responsibility was to effectively provide dependable and timely resolution to all product related technical issues experienced by Confidential customers. I interacted extensively the Confidential Engineering, Solutions Management, and Hosting Operations teams to resolve complex software issues while identifying product defects, enhancements, and limitations.
• Developed comprehensive defect descriptions and methodically reproduced scenarios
• Authored technical documents on common issues and solutions along with suggested methodologies
• Participated in cross-functional teams to define future product features, documentation, and training requirements and supportability improvements