SUMMARY:

• 11 years of global experience (Program/Project Manager, Scrum Master, Transition/ Transformation & Service Delivery)
• Expertise in delivering strategic IT/ ITES solutions spanning the enterprise in IT Infrastructure, Applications/ Product development, and COTS Integration arena across diverse industry verticals.
• Proven US and international success having serviced 20+ different fortune 500 clients till date across the globe.
• Manage projects & service delivery PNL of budget range $10 - 25 million.
• Excellent track record of solid program and delivery governance in executing projects supported by service providers.
• Skilled at account mining and forecasting, estimate generation, resource sizing & allocation, CRM, vendor management including RFI/RFP/RFQ process, procurement management, cost benefit analysis/ROI, drafting SOW’s etc.
• Expertise in transformation of business requirements & goals into quantifiable IT and market responsive solutions.
• Experienced and comfortable leading global cross-functional teams in IT Infrastructure and application domain.
• Routinely meet with and presented to “C” level executives and their reports to present status, attain approvals and confirm remediation/regulatory timelines, budget, deliverables & ensure strong commitment to customer satisfaction.
• Develop, manage and communicate KPI’s at program and project levels.
• Adept at streamlining processes, merging corporate systems and integrating business practices/cultures resulting from mergers, corporate reorganizations, changing compliance standards etc. and rapidly responding to dynamic market shifts.
• Proactive and detail oriented with ability to think, plan and act strategically, tactically and conceptually.
• Demonstrate “make it happen” and “find a way” attitude with an intense desire to succeed and be goal oriented.

DOMAIN EXPERTISE:

• PMI/ Prince2® Practioner
• Infrastructure Build & Managing
• Business Analysis
• Consolidation & Migration
• Application Lifecycle Management
• Service Desk & EUC Tools Set up
• Customer Relation Management
• Tactical & Strategic Planning
• ITIL/ ITSM Framework
• Transition/ Transformation
• Integration & Systemization
• Virtualization - P2V, V2V
• QA strategy & Process
• Process re-engineering
• Vendor Management
• Procurement Management
• Agile/ Scrum Master
• Service Delivery
• SDLC Processes
• Cloud Computing
• Monitoring & Tools Set up
• BCP/ Disaster Recovery
• Organization Change Management
• Release Planning & Management

SYSTEMS/ TECHNOLOGIES:

Business Tools: MS Office Suite MS Project 2013, Outlook, Visio, Lync, SharePoint, CA Clarity, JIRA, BCP/DR

Datacenter/ Client-Server technologies: Windows 2012, 2008 and 2003 servers, Virtualization/ VMware/ Hyper-V, ESX clusters, UNIX, LINUX Red Hat clusters, Mainframe systems, AS400, Web servers, HP, EMC SAN and NAS, NetApp FAS, Nagios.

Networks: Cisco Wireless, Riverbed, Microsoft Lync, Skype, Global QoS, Routing Redesign, LAN/ WAN Switch Upgrade

EUC: Active Directory, LDAP, Patch Management, MS Exchange, Office 365, Citrix XenApp, SharePoint, Curion, Bomgar, Healing Station, AppStore, Vayusphere, CTI, Work Blaze, Kaleidoscope and Flexera

Security: IPAM / DHCP Consolidation, SecureAuth, URL-filtering Implementation, Cyber Ark (PIM), SIEM, Cisco SSL VPN, Gigamon, Skybox, PCI, Cisco ISE, RSA Endpoint, McAfee DLP, Site Firewall Migration, NetIQ IdM

SDLC Methods: Waterfall, JIRA-Scrum, RAD, Rational Unified Process

Languages: VB.NET, Java/ J2EE, JavaScript, HTML, and CSS, PHP, XML

ITSM Platform: ServiceNow, Remedy, CA

Databases: MS Access, MySQL, Oracle, PL/SQL, DB2, Oracle 11g/12c, MS SQL Server, MySQL, DB2

SKILLS PERFECTED:

• Managing expectations
• Leadership
• Decision making
• Influencing
• Negotiations
• Resolving conflicts
• Organization & Presentation
• Problem solving
• Motivating & team building
• Communicating
• Coordination
• Cost & Budget Analysis
• Dashboards
• Risk/ Issue management
• Schedules/ Project Plans
• Work breakdown structures
• Critical path diagrams
• Variance analysis
• Metrics
• Earned value/ Expense Report
• Interpersonal Skills

PROFESSIONAL EXPERIENCE:

Confidential, New York

Program Manager

Responsibilities:

• Lead customer program with 10+ work stream projects for corporate datacenter and regional consolidation of IT Infrastructure and applications across 150+ global sites.
• Projects include: Datacenter build, GIS application consolidation & migration, Office 365 roll out, Microsoft Lync/ Skype Upgrade, Riverbed Installs, Cisco Wireless Installs, Win2K3 Upgrade, Bandwidth Upgrade, collaboration tools set up etc.
• Lead global PMO team of 4 Sr. PM’s, 3 PM’s, 4 BA’s and 50+ project technical leads & resources.
• Spearheading the audit, compliance and governance tower for preparing and maintaining integrated project plans.
• Present status reports (Performance, Expense, Milestone, and Highlight & Exception) across all program towers.
• Lead daily/ weekly stand up meetings & sprints with key stakeholders by forming scrum teams, which include direct reports of C level executives HR, finance, legal etc.
• Perform account mining/ new business generation working with client directors and Sales/ Account management team.
• Lead projects from Initiation/ Project scoping, sizing to implementing and support through warranty/ Handover.
• Coordinated with product and system owners to formalize requirements and finalize design, leveraging User Stories, Sizing and Planning Poker techniques as needed based on the length of the backlog and priorities.
• Facilitated scrum events and delivered Product Vision, Road Maps, Backlog, Release Plan, and Iteration Plan.
• Reported progress to all stakeholders through Sprint/Iteration Burn-Down Reports, and Velocity targets.
• Coordinated sessions for backlog grooming, release and sprint planning and impediment removal.
• Ensure design and technical solution finalization, resource sizing, procurement and overall SOW sign off.
• Head of project risk management team to assess risks associated with Project Cost, Schedule, Scope and quality.
• Focus successfully on time, budget/ cost tracking, with efficient use of resources, value and quality.
• Effectively manage Vendor relations and Procurement process including reviewing vendor quotes, evaluating pricing models, ensuring timely PO release, equipment delivery and GRN processing.
• Successfully developed QA/Testing (Unit, System, Integration and User acceptance) plans for the Program and Projects.
• Lead the efforts for multilingual training material and building high performing cross functional teams.

Confidential, New Jersey

Integrated Program Manager

Responsibilities:

• Organized and managed transition PMO office for the customer across multiple teams including 5 PM’s and 50+ tech team members (PMs, tech leads and other support teams).
• Performed an integrated role involving IT Infrastructure transition and ITSM ServiceNow Implementation.
• Produce detailed project plans and reports to manage interdependencies across the program.
• Performed risk/ issue management and escalate relevant issues and review progress periodically with stakeholders.
• Maintained and completed program key performance indicators, milestone reporting, sign-off and hand over to support.
• Preside over Steering Committee meetings, monitored contract compliance & ensured effective quality control process.
• IT Infrastructure Transition:
• Ensured time sensitive and critical IT Infrastructure knowledge transition from incumbent to new service provider.
• Set up of a dedicated Near-Shore & Off-Shore service management center with network connectivity.
• Executed Due Diligence, Transition Planning, Knowledge transfer, Redesign and Replication and closure in-line with the recognized best practice.
• Utilized standard/customized document templates to manage risk/issue, governance reporting & quality assurance
• Performed costing, estimating and overall planning of the project. Worked with cross functional teams to prepare Project Work orders/ SOW, resource sizing, other inputs for MSA, Onsite-Offshore management center design etc.
• ITSM Service Now Implementation:
• Spearheaded the implementation roadmap for ITSM (Service Now - Eureka) with Incident, Problem, Change, Service Request, Knowledge and Configuration Management process implementation across the organization.
• Coordinated integration of 60+ service requests from Service Catalogue during the project phase.
• Coordinated the finalization of SLA’s/ OLA’s across different service providers and getting them configured.
• Ensured integrations with monitoring and management tools to Service Now (CA-SOI to IM Integration)
• Responsible for building new Change Management roles, process and tools to better manage compliance and governance for over 500k changes per calendar year throughout the enterprise.
• Conducted design and process workshops for over 10+ outsource vendors as well as over 10,000+ IT users.
• Coordinated migration of 500+ knowledge articles from incumbent knowledge management tool to Service Now.

Confidential, Louisiana

Sr. PM/ Scrum Master

Responsibilities:

• Organized and managed PMO office for the customer across 5 teams with 6 direct reports and 20+ indirect reports (PMs, BAs, developers, QAs and release team) to developed Java based Restful web service applications.
• Delivered 2 applications (end-to-end) - an internal eCommerce OMS Java application (web) and an internal mobile application (both iOS and Android) to track/ manage orders. Also managed upgrade and maintenance of 6 applications.
• Responsible for costing and budgeting of the aforementioned projects with budgets ranging from $500K to $1.5M
• Created use cases and functional requirements documents.
• Used Clarity PPM for generating scheduling, budgeting and other relevant reports.
• Led sprint backlog grooming, planning, and demo meetings; attended daily status call and sprint review meetings when possible; used JIRA as the agile methodology tool; assisted BA’s in creating epics, stories, and tasks.
• Coordinated with offshore team to expedite development and deliverables. Also coordinated for release information.
• Communicated release notes to all stake holders after every major release from Sterling COOL:Plex 4.0.
• Managed the merger and acquisition process as well as delivering functional features of existing applications.
• Negotiated with third party vendors and service providers regarding usage, frequency, availability and cost of using their proprietary web services and performance measurement tools.
• Ensured efficient and methodical risk, issue and change management for the project.
• Coordinated within business and IT teams to ensure translation of business requirements into technical requirements.
• Identified and recommended training needs for business users.
• Promoted a cooperative, collaborative environment and worked to build group/team cohesiveness.
• Drove the development teams to implement and maintain development best practices.

Confidential, Houston

Sr. Project Manager

Responsibilities:

• Successfully planned and managed the built of green field IT Data Centers for hosting, migrating and supporting business applications (SAP/ Non-SAP) to conduct customer’s business and support their end customers/users.
• Lead a team of 2 Sr. Project Managers, 5 Sr. Project/ Project Managers, 3 Business Continuity analysts, 1 DR manager and 80+ technical leads/resources including BPO staff.
• Managed the project transition from due diligence and initiation Phase, transition planning, execution, monitoring and control to closure/ handover to support in-line with the recognized best practice/ PMI methodology.
• Played additional role of a BCP/ DR Project lead and was lead the documentation of datacenters and operations centers business continuity and disaster recovery strategy/ procedures.
• Conducted and ensured business sign off for 3 DR Tests as per contract compliance milestones for RTO/ RPO.
• Coordinated the IT security/ firewall replacement project within Confidential customer services with PMO/project process definition and federal PII and data warehouse and data retention compliance.
• Responsible for defining project scope, managing RFP process to evaluate vendors, and professional services requirements from Checkpoint associated with replacing the enterprise DMZ / Firewall infrastructure, IDS and IPS.
• Awarded best transformation project of the year and received a “Baton for service excellence” and a “thank you card” co-signed by Program Director of Confidential .

Confidential, Houston

Sr. PM

Responsibilities:

• Managed the build of Near-Shore and Offshore call center/ operations management center for supporting IT EUS Services (Service Desk, Global Account Management, and Remote Desktop Services) along with Service Now (Dublin) process & platform set up and Networks connectivity for the client.
• Lead a team of team of 3 Project Managers, 50+ technical resources including team leads, service desk team etc.
• Ensured the time sensitive and critical knowledge transition from incumbent.
• Executed Due Diligence, Transition Planning, Knowledge transfer, Redesign/ Replication, Parallel run and HOTS in-line with the recognized best practice (managing risk, governance, quality assurance, issue resolution, reporting).
• Jointly responsible for articulating implementation strategy for ITSM process and tools deployment.
• Jointly responsible for creating, reviewing and base lining project plan for process implementation & ServiceNow build.
• Work alongside process lead, and responsible for defining and implementing Incident, Problem, Service Request, Change, Configuration and Knowledge management processes. This includes, process definition, policy finalization, functional requirement gathering, coordinating tool configuration, testing, training, migration and user onboarding.
• Lead establishing the operating model for SR catalog management for introduction, maintenance & retirement of SR’s.
• Coordinated finalization of SLA’s/ OLA’s across different service providers and getting them configured on Service Now.
• Responsible for establishing operating model for infrastructure and application discovery. This included building process interface for making IT components discoverable, setting up discovery schedules and conceptualizing CMDB.
• Responsible for effectively coordinating activities between Process implementation team, Tools technical team and client. Ensured integrations with monitoring and management tools to Service Now.
• Coordinated the migration of knowledge management articles from incumbent vendor knowledge management tool to Service Now and helped enable keyword based search for IT Analysts/ Service Desk team.
• Maintain and complete program key performance indicators, milestone reporting, sign-off and HOTS.
• Write detailed and summarized project progress reports (Highlight, Exception and Milestone reporting) for Executive Sponsor and Steering Committee. Conduct risk management analysis and escalate risks/ issues as needed.

Confidential, Texas

Sr. PMO Consultant

Responsibilities:

• Organized and managed PMO office for the customer and lead a team of 3 Project Managers & 40+ technical resources.
• Datacenter: AMS Environment/ Hardware Refresh Project: Upgrade of out of warranty AIX servers to new Pure flex servers and associated large scale application migration. Rigorously worked with Account management team and was successful in billing the customer 300K vs. 86K per initial SOW effort sizing. Received high customer appreciation.
• Vblock Implementation and Storage Project: Managed the delivery of 2 VCE VBLOCK Projects (300 Series - VNX5300/5500) with all EMC technologies including Recoverpoint & Avamar. The project delivered a 5-cabinet VBLOCK 300-GX at Oncor Data center during the summer and fall of 2013.
• Espresso Upgrade Project: Server build and batch monitoring set up of SAP/ Non-SAP jobs.
• Other Projects: Cisco Wireless Implementation project, GIS Transmission Project and IAM Implementation Project.

Confidential

Project Integration Manager

Responsibilities:

• Project manager for global IT EUC services transition (Service desk, Field services, application packaging/distribution)
• Worked directly with DB UK PMO head for integrating all running global transitions, quickly recognizing the on-ground risk and issues and chalking out a remediation plan to ensure successful go-live of the project without penalties.
• Ensure timely service transition artefacts documentation and sign off, resource on-boarding and training completed along with replication of knowledge transition towards successful Go-Live for all geos (US, UK, EMEA and APAC).
• Managed the Hyper-care period (2 months) for delivery operations and ensured overall SLA’s (FCR, AHT, MTTR etc.) compliance per contract without any penalties. Handled escalations regarding missed SLAs and performed RCA.
• Also project managed the work flow development for new emerging market penetration in BRIC (Brazil, Russia, India & China). Migration of the $2M reference data platform from an ASP hosted solution to an internally managed solution generating $150K in costing savings from hosting fees.
• Upgraded Fidessa Data Administrator ( Confidential ) from Ver.3 to Ver.5 and migrated from SP hosted to a DB managed solution.
• Launch of Fidessa Trader’s Workstation for Canada, Mexico & Brazil trading with FX conversions for Cash Trading desk.
• Worked with Compliance & Surveillance to address reporting needs for emerging markets.
• Documentation & Training Operations team to address issues with Confidential as well as business flow.

Confidential

Project Integration Manager

Responsibilities:

• Project scope included end to end IT Services Transition and Transformation including Data Center Build and Migration (IT Apps & Infra). Service tracks: Centralized Service Desk, Monitoring, Server & Network Infrastructure build, Storage & Backup strategy implementation, Networks Set up and Application Development, Migration & Management.
• Assisted the Program Director with High Level Migration Solution Design, Costing and Proposal Preparation with timelines. Coordinated with cross functional team of 4 PM’s across Infra, Applications, Procurement and HR.
• Pursue technical workshops with customer’s incumbent vendors to understand Business Applications, underlying IT Infrastructure and Networks, and ensuring application profiling/ move groups for migration.
• Coordinate with Service Provider Infrastructure & Application Development & Migration Teams for SOW finalization
• Coordinate further for low level design documents, execution plans, migration planning, testing, and sign off (HOTS).
• Managed project Schedule, Scope, Risk/Issue and Change to ensure effective governance, reports and quality assurance.
• Ensured ITSM Platform build and process layout with Human Resources Re-badging (TUPE) and Contract Novation.