PROFESSIONAL SUMMARY:

• Strong understanding of IT infrastructure, business processes based on experience with service delivery, change management practices, process flow analysis, and methodology development.
• Executed and maintained project management processes and disciplines in the areas of: project schedule and quality management; communications management; human resource management; cost management; procurement management; risk / issue management; change management.
• Managed multiple high priority infrastructure and application initiatives in a fast paced highly technical environment, in a cost - effective manner to avoid waste of resources without jeopardizing quality of care and service.
• Understanding of IT help desk and service management along with good understanding of the ITIL framework including Incident Management, Problem Management, Change Management, Release Management.
• Excellent written and oral communications skills, with the ability to communicate effectively at all levels of an organization.
• ITIL Foundations Certified.
• PMI Institute Certified.

PROFESSIONAL EXPERIENCE:

Confidential, Hayward, CA

Project Manager

Responsibilities:

• Managing User Access Review on Critical Application Project.
• Managing Donation Platform Raiser’s Edge NXT upgrade
• Managing Migration to ServiceNow Knowledge Base.
• Responsible for project plan and execution. Reported detailed weekly project metrics to management and stakeholders.
• Working closely with customers to garner their needs, requirements, and expectations in order to provide and strategize a seamless application upgrade.
• Responsible for Project Knowledge Transfer from Project team to Operations prior to Go-Live for Operations to provide support once project is in production.

Confidential, Sunnyvale, CA

Technical Project Manager

Responsibilities:

• Managed Retail IT infrastructure upgrade Project for Apple Stores.
• Managed Cisco Unified Call Manager voice migration Project
• Managed CDN Compute Platform Project for Media Wall in Apple Stores.
• Responsible for budget, including tracking actuals, updating forecasts, submitting accruals, tracking CapEx and Opex, working closely with the finance team.
• Develop resource plans and secure resource allocations for IT shared service resources.
• Reported detailed project metrics to management and stakeholders to ensure common milestones are met, and escalated critical risks and issues that could impact overall project.
• Responsible for Project Knowledge Transfer from Project team to Operations prior to Go-Live for Operations to provide support once project is in production.
• Responsible for Project Run-Book delivery for Production Support Command and Control Center.

Confidential, Sunnyvale, CA

Project Manager

Responsibilities:

• Responsible for implementing ServiceNow ITSM Module IPCC (Incident Management, Problem Management, Change Management and Configuration Management)
• Manage and lead the ITSM process development to improve alignment and business outcomes for IT Operations Division.
• Responsible to identify, export and analyze data associated with ITSM processes as required for KPI, CSF and Operational Metrics reporting, and develop, document and present trending information and reports related to this analysis to all stakeholders as applicable.
• Define, develop, document, train and implement the service level management process, procedures and related work instructions.
• Establish and maintain strong working relationships with internal and external to IT Client leadership, Group Leads, Process Owners, branch chiefs and key stakeholders.
• Negotiate, map out, get buy-in for, design, and maintain Service Level Agreements (SLAs) with internal customers and Operating Level Agreements (OLAs) with other IT support teams
• Responsible for developing and managing SLA’s, key performance indicators (KPIs) and critical success factors (CSFs) for ITIL processes and various IT work environments.

Confidential, CA

Technical Project Manager

Responsibilities:

• Managed Wireless upgrade project from inception to completion, ensuring that all activities, including contracting, RF design, product/equipment ordering, permitting regulatory, construction, optimization, close-out, and hand-off to ops are effectively and efficiently coordinated and completed on time within budget.
• Managed all external vendors necessary for timely completion and within budget.
• Developed accurate project plan and budget for all assigned projects, modify as needed and direct close-out of completed jobs including the receipt of all required documentation.
• Lead internal and external deployment meetings with other managers and team members to review the status of each job and implement changes as necessary to ensure timely project completion.
• Attended customer deployment meetings to provide customer with comprehensive job status reports and resolve any conflicts or issues that arise.
• Ensured accurate and complete files are maintained for projects and appropriate close-out documents are distributed in a timely manner in accordance with corporate and customer standards.
• Used google tools for collaboration, communication and calendaring purpose.
• Ensure that all tasks are maintained in a project tracking system ServiceNow with complete accuracy.

Confidential, Sunnyvale, CA

Technical Project Manager

Responsibilities:

• Responsible for leading the Operations Excellence Team of four Technical Project Managers that provided the operational guidance to the project teams.
• Responsible for implementing processes and procedures regarding how problems and issues are identified, received, documented, distributed, and resolved.
• Responsible for setting up the process for Project Knowledge Transfer from Project team to Operations prior to Go-Live for Operations to provide support once project is in production.
• Provided guidance for creating the Operations Run-Book standards for Production Support.
• Responsible for the escalation of Root Cause Analysis and Identifying problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions or work around are found.
• Used RADAR, Espresso, Confluence and other internal Apple tools to manage the Project
• Provide weekly project status reports to management.
• Streamlined and implemented Project Phase Gate Exit Review process.

Confidential, Palo Alto, CA

IT Ops Project Manager/ Release Lead

Responsibilities:

• Responsible for leading the 5x24 Non-Prod Operations Center to troubleshoot issues and providing operations support in Non-Prod infrastructure environments i.e. DEV, TEST, UAT, and Load Test during SDLC.
• Managed release train phases for the project with development, integrated QA, Performance Testing, UAT, Deployment teams, and documented results.
• Followed SDLC change control process, participated in Change Advisory Board (CAB), and Steering Committee meetings for changes to scope, budget and schedule.
• Managed ServiceNow implementation project to replace Helpzilla for IT Service desk and Asset Management, Change Management, Incident Management and Problem Management.
• Managed major email system migration from VMware Zimbra to MS Exchange 365 project.
• Managed HP Performance Center Ver. 11.5 implementation project.
• Managed Confio SQL Ignite software implementation in all Production and Non-Production Environments for monitoring Databases and DB quarries efficiency.
• Managed Troux Architecture Management Software Implementation for in all Production and Non-Production Environments.
• Managed and implemented Project intake process for Infrastructure Operations PMO.
• Managed major email system migration from Microsoft Exchange to VMware Zimbra project.
• Responsible for establishing and invoking support ticket escalation procedures and processes.
• Provide weekly project status reports to management.
• Supported IT operations team, working together to drive VMware’s strategic direction within the organization, identifying and hiring talent, and resolving team issues.
• Identified and lead necessaries changes to enhanced efficiencies for email system migration project, including data management, customer satisfaction, and users’ migration coordination.

Confidential, Sunnyvale, CA

Client Solutions Manager

Responsibilities:

• Managed customer relationships and communications to enhance customer loyalty and retention by providing exceptional customer service and meeting project deadlines.
• Research, analyze and understand customer business and workplace needs and other requirements as a foundation for solutions development and execution.
• Develop the solution as per customer requirement by understanding the client environment and culture with dialogue, interviews, site visits.
• Provided a full and correct knowledge transfer solution to the customer.
• Analyze customer challenges, frame strategic imperatives and goals, and create solutions that align with customer objectives and improve customer performance.
• Created an integrated executive dashboard utilizing reporting and charting tools like Fusion Charts to create Metrics and KPIs for the executive operation review.
• Created detailed ITIL-based Service processes that deliver connectivity solutions to meet technical requirements.
• Manage the team of 6 from design to deployment of the Electronic Medical Record (EMR) solution for the doctor.
• Managed and coordinated procurement of new servers and software for the project.

Confidential, Sunnyvale, CA

Enterprise Infrastructure Engineer

Responsibilities:

• Planned, designed, and deployed the Network Management solution using 11 Netscout InfinitStream, 4 Probes, 1 Collector and 2 PM Server globally.
• Planned, designed, and deployed the Monitoring solution for over 40 SAP Servers.
• Created SharePoint Calendar web part in C#.NET for enhanced capabilities.
• Managed an initiative to consolidate network tools in the areas of fault and performance monitoring, process automation, asset management and capacity planning across network, server, storage, and application infrastructures.
• Assisted Network operation team in the Network technical refresh program to deploy the network devices at all the buildings in Sunnyvale campus.
• Supported global WAN infrastructures spread across 20+ countries.
• Supported global LAN infrastructures across over 130 sites and multiple data centers.
• Implemented and supported a variety of network management tools (i.e. NetScout, Vitalnet)
• Defined the processes for the tier 1, tier 2 and tier 3 level support in the area of Fault Tolerance.
• Lead technical support for the Tivoli Fault tolerance suite, Axibase, and Nagios
• Planned and designed the integrated solution for Network Performance Management utilizing the tools Netflow Tracker, Vitalnet, AppCritical, and Response Watch. Transitioned in to operations with well-defined support processes and procedures.
• NetApp Operational Excellence Award FY 2008