SUMMARY:

• CSM and PMP - certified with 14+ years of continuous experience in managing successful implementation of large-scale application development and infrastructure-based projectsProfessional Experience Summary
• Application Development | Infrastructure | System Integration/Migration | SDLC | Agile/Scrum
• 14+ years of project management experience leading all phases of diverse IT projects employing SDLC and Scrum/Agile framework in timely and within-budget project implementation.
• Managed high-visibility projects with revenue impact of at least $25million.
• Successfully managed large-scale application development projects requiring 50,000+ man-hours on a cross-functional/matrix organization involving internal resources and third-party vendors.
• Posted project savings of more than $1 million through conscious management of project cost and careful re-allocation of IT resources and capital assets.
• 8+ years of solid experience in managing network infrastructure projects with dynamic failover capability to meet various business continuity and disaster recovery initiatives for domestic and international sites.
• Successfully managed large scale application development projects on different development platforms like Java, .NET C#, Oracle, DB2, and SQLServer.
• Expertly managed complex distributed web-based projects involving domestic and international users.
• Proficient in managing complex programs and projects on tight budget and non-negotiable schedules by leveraging technical expertise in resolving ambiguities, roadblocks, conflicts, and clear articulation of plan of attack.
• Experienced in creating project plans and various project artifacts.
• Creates budget plan, bill of materials, procurement schedule, and AFE.
• Monitors project’s financial health and ensures invoices and bills are timely processed.
• Provides oversight to technical, performance, schedule, cost, and quality control of deliverables.
• Ensures triple-constraints are regularly tracked and deviations are immediately addressed; and submits change requests only when necessary.
• Properly documents project changes through change control mechanism and performs integrated project change controls and check points to manage changes and other baseline deviations.
• Represents projects on governance meetings and tollgate reviews.
• Facilitates creation of test artifacts and various integration and user-acceptance testing (UAT).
• Experienced in using ServiceNow and PlanView to manage budget, schedule, tasks, resource allocation, and project definition.
• Ensures proper coordination and prompt mitigation of project risks and issues.
• Engages project owners, SMEs, and technical experts in resolving issues and mitigating risks.
• Maintains regular communication of project updates and status to all stakeholders including mid- to executive levels of the organization.
• Ensures members of the project team are recognized and given the opportunity to “shine”.
• Effective in using various forms of social interaction to push the project’s interests
• Drives adoption and enforcement of Scrum rules and removes impediments to foster self-management.
• Works with product owners to groom the product backlog and plan sprints to ensure required user stories are incorporated.
• Facilitates daily Scrum stand up meetings and ensures Kanban boards are updated daily.
• Enforces process and implementation improvements based on feedback from Scrum retrospective.
• Ensures work impediments are immediately addressed and WIP threshold are followed to mitigate underlying risks and unknown issues.
• Drives Agile methodology using Kanban boards for ease of understanding and tracking.
• Successfully guided development teams through transition from waterfall to Agile development.
• Effectively meets PMO requirements while ensuring projects follow the Scrum framework.
• Coaches and guides less experienced Scrum masters on the rudiments of Scrum framework.
• Effective in keeping the spirit of the team high and positive especially on challenging periods.

SKILLS AND COMPETENCIES:

• Project management (Initiation - Close)
• Requirements definition and analysis
• Project scheduling
• Risk management and issue resolution
• Stakeholder and vendor management
• Project budgeting and cost control
• Tollgate and governance review
• Application development
• Business intelligence
• System integration & migration
• Data and voice infrastructure
• Disaster recovery and business continuity
• Waterfall SDLC
• Agile / Scrum
• Object-oriented design
• Design patterns
• Use-case

PROFESSIONAL EXPERIENCE:

Project Manager

Confidential, Des Moines, Iowa

Responsibilities:

• Multi-phased application development project using SDLC and Agile/Scrum to integrate vendor- and CMS-originating complaint and appeal cases with the company’s enterprise CRM application, legacy, and Facets systems. Project resulted in streamlined resolution of received cases and improved customer service. Employed SDLC for project management and Scrum framework on the development and testing phases.
• Process-centric project with accelerated timeline and non-negotiable deadline to implement Federal and State-mandated compliance requirements to support Meaningful Access and Non-Discrimination (MA/ND) on all company facilities and other customer-facing touchpoints including IVR as stipulated on the implementing guidelines of Obamacare. The project was implemented on time and under budget with no residual issue.
• Process and infrastructure project to review and audit Confidential ’s overall customer IVR experience journey to identify gaps and areas for improvement. This resulted on the standardized style-guide to assist functional teams and business verticals in implementing coherent IVR solutions focused on improved customer experience.

Lead IT Project Manager

Confidential, Cedar Rapids, Iowa

Responsibilities:

• Enterprise PM for health-care clients that accounted for 15% of Confidential ’s revenue. Ensured all client-facing projects and internal roadmap initiatives were aligned and consistent with the company’s strategic plan and client needs. Coordinated resolution of program-level issues and identification of enterprise-wide risks.
• Provided program updates to senior level audience and represented Confidential on project and program client discussions.
• Managed implementation of infrastructure (voice and data) projects for various publication clients.
• Ensured rapid deployment of call center agents to meet client demands especially during peak periods.
• Coordinated customization of CRM application to suit client applications.
• Facilitated resolution of project issues and fostered collaboration with client counterparts and other stakeholders.
• Achieved $30M revenue growth in 2015-16 of an infrastructure and application development project for a pharmacy benefit manager client to ramp up 1,100+ incremental customer service seats across multiple domestic and virtual sites.
• Posted savings of more than $1 million through conscious management of project cost and careful re-allocation of IT resources and capital assets.
• Application development project using Scrum framework to create an integrated workflow management system for a newspaper publishing client to integrate with existing CRM application for cradle-to-grave processing of production escalations and proper dispositioning of assigned back-office work. This resulted in 40% improvement in resolving escalations and improved reporting capabilities.
• Data and voice infrastructure project to migrate 800+ call center agents in domestic and offshore sites to Confidential -based call routing delivery solution and high-availability MPLS network infrastructure. Confidential achieved redundant voice and data failover points, improved DRBC, real-time production floor monitoring & management, and enterprise-wide production floor queue scalability.
• Application development and infrastructure integration project for a cable/broadcast provider client to support 250+ users for back office, inbound, outbound, and technical support services for multiple lines of business.
• Facilitated the design, development, and deployment of backend application extensions employing SDLC and Agile methodologies for integration of recording platform and voice analytic application. The resulting system expanded the functional capability of the recording system that were not inherent on the purchased package.
• Data-center migration project to relocate Confidential ’ UK data center to a new site facility to deliver scalable DR site to support multiple clients. Facilitated design discussion of data and voice infrastructure collaboration sessions to ensure server, firewall, route, and circuit changes are in place.
• Managed-to-plan procurement schedules and monitored project financial health.
• Achieved smooth cutover through collaborated detailed work break down and bought-into project plan and ensured immediate resolution of project issues and risks.
• Minimized operational impact of transition activities through well-planned execution of logistical efforts.

Project Manager

Confidential, Quezon City, Philippines

Responsibilities:

• Large-scale (15,000+ manhours) application development project for a client that managed home healthcare providers to create an integrated platform to capture patient care information such as prescription information, dietary requirements, physical and wellness regimen, doctors and nurse visits, off-site facility visits, and medical history information.
• Used Scrum framework to manage the development process to ensure quick turn around and quality delivery of application components.
• Scrum Master on multi-phased application development project.
• Employed Scrum framework to manage the development cycle and used Kanban board to track sprint backlogs, WIPs, and done work.
• Delivered all product backlogs on time and within budget through effective coordination of product backlog with product owner and proper mitigation of risks and work roadblocks.