IT LEADER - PROGRAMS DELIVERY, SERVICES & SUPPORT

Accomplished business oriented technology leader with 14 years of experience supporting systems, products, customers and driving enterprise-level projects for business revenue growth and operational Improvements

IT STRATEGY
SYSTEMS DEVELOPMENT/INTEGRATION
IT BUSINESS RELATIONSHIP MANAGEMENT
LEADERSHIP
IT PROJECT & CHANGE MANAGEMENT
IT SERVICE MANAGEMENT & GOVERNANCE

PROFESSIONAL EXPERIENCE

• Major Engagements & IT Management Roles:

Confidential, Richardson, TX, 08/2011 - Present

IT MANAGER, APPLICATION MANAGEMENT & DELIVERY SERVICES

Chosen as IT Leader tasked with establishing Policies, processes, Practices and Standards; Managing production support, Triaging Release issues, Governance and non-production Support roles leading large group of technical staff with budget responsibility in a multi-vendor outsourced IT environment

• Govern & Managed Vendors/FTEs/3rd party Contractors work, performance and drove production issues resolution meeting/exceeding SLAs ensuring adherence to Med D/HIPAA/SOX/PCI/PHI/CMS regulatory compliance requirements
• Implemented metrics/dashboard/reporting to track, control and improve performance & productivity of the teams
• Contributed to technical improvements related to software architectures and design; Prioritized and planned break/fix activities for production issues resolution with root cause analysis (Incident, Problem & Change Management)
• Performed demand & forecasting analysis for production support; Prepared and contributed to 2012 budget planning
• Oversight of tools development to proactively identify B&D issues ahead to ensure timely delivery of the product to QA
• Managed vendor teams triaging release impacting QA, Regression, Non-production, and client certification testing issues (Claims Adjudication) with root cause analysis to ensure quality and timely delivery of the product to the clients
• Managed outsourcing transition; Knowledge Management; Planned for welcome season readiness and 1-1 support
• Established and standardized the processes for production support, Build & Deployment and Triage with metrics
• Created a collaborative & teamwork environment and culture; Set direction & Goals for the department and team; Hire, Coach, Mentor and develop staff; Implemented continuous improvement programs adapting ITIL/COBIT/PMI practices

Confidential, Las Vegas, NV, 12/2009 - 04/2011

SOFTWARE ENGINEERING MANAGER - SERVICES & SUPPORT

Chosen as Software Engineering Leader tasked with managing L3 escalations & Support, 24x7 Customer Service Operations for a 200+ client base geographically located around the globe, Applications support, Governance, Software Implementations, and expanding the Support to Offshore R&D Center in China

• Built the strong L3 support teams; Significantly improved SLAs and brought response/acknowledgement times to under 1 min for critical incidents & under 24 hours for medium/low severity incidents from 7+ days.
• Developed and Implemented Metrics/Dashboard with 20+ critical reports on all engineering escalations, progress and status to all EGS Senior & middle management to provide visibility and tracking.
• Established and Implemented support (ITIL) processes, Monitored, tracked and controlled regulatory compliance activities; Audited the support department by internal and external auditors and Certified as ISO 9001:2008 compliant.
• Expanded the support to China for Incidents/problems resolution and it is operational.
• Picked as one of the Leader for Service Committee making strategic decisions for the Global Service Organization.
• Led SDLC projects for problems, hot fixes, enhancements, Integrations, and defect fixes Utilizing Agile/SCRUM methodologies. Proactively built Knowledgebase for L1/L2 support teams and customers to reduce escalations
• Managed IT Budget, Resource Planning, Demand/Capacity/Forecasting for the department and Hiring & Manage Talent

Confidential, Las Vegas, NV, 01/2008 - 06/2009

INFRASTRUCTURE/TECHNOLOGY PROJECT MANAGER

Recruited to Manage Corporate IT Infrastructure & Architecture programs and Solution delivery for $1B dollar renovation of Miami property and $3B dollar brand new resort & casino opening in Las Vegas

Plan, manage and drive the portfolio of IT Infrastructure/Software projects ($10MM+) in a distributed environment from initiation to completion on time and within scope & budget. Prepare program roadmaps & Set and manage expectations with the teams. Supervise & Administer Vendor teams (Project Managers, Technical staff & 3rd party) and RFP & SOW process.

• Spearheaded the implementation of corporate intranet with SharePoint (MOSS 2007) targeted for 9000 users
• Drove the role based access control (RBAC) security project implementation of IDM system for User Provisioning
• Involved and developed project management methodology, PMO processes and templates; Managed EPM/PPM tool implementation with project server 2007 enabling PMO Governance and tracking of portfolio of projects for project managers, business and IT executive teams and for managing projects.
• Managed Data center Build & Consolidation, Network deployment, Wintel, Desktop/Client Infrastructure and Disaster Recovery (DR/COB) Projects for the property opening. Headed the guest Internet program for wired/wireless Internet for all guest rooms. Coordinated Avaya PBX, VOIP, Call center application, JAZZ call accounting system implementations
• Coordinated the implementation of Infor HR self-service/HCM system (COTS) integrating with HR, payroll and Applicant tracking applications, resulting in automation of employee benefits self service and reduction of manual paper process
• Adapted and utilized ITIL based ITSM processes and practices (Incident, Problem, Change, Release and Deployment Management) across the organization for implementations and IT support services.

Confidential, Las Vegas, NV, 08/2001 - 12/2007

IT PROJECT/PROGRAM MANAGER

Promoted into roles of increasing complexity to take leadership on driving enterprise level IT projects / programs & Solution delivery with budget sizes varying from $500K to $20 million and team sizes varying up to 80 (onsite/offshore); Picked as an IT Business partner for Transaction Services LOB Service delivery

Lead and manage small, medium and large/complex cross-functional IT enterprise Software, Infrastructure and Architecture projects in a distributed environment from inception to completion. Partner with Business teams and perform demand & capacity planning and forecasting; Solution Development; Drive projects initiation, Estimation and Prioritization process

• Spearheaded Citigroup and Federated stores strategic partnership program involved transition and processing of 20 million customers Statements, Payments, Letters and Plastics on IBS platform, resulting EBIT of $200MM dollars.
• Headed the transformation of "Card Issuance shop floor control' $5MM program with robust technology architecture & infrastructure implementation for 2 production facilities with a COTS system integrated with backend systems, resulting automation, enhanced production planning and control
• Championed to lead "Card Carrier Transformation' project giving flexibility to dynamically changing the content of the card carrier and Flexibility to add Marketing messages by end users for live processing without IT involvement. Purchased a COTS system and integrated with back end systems, resulting estimated EBIT of $14 millions in 3 years
• Led the Citi Brands Loyalty program to offering 2 new card brands with airline miles points program with promotions; An EAI program involved changes on Mainframe, web/ecommerce, Desktop, call center/IVR, Rewards, Data warehousing, Analytics, CRM systems/applications; Launched new brands successfully, estimating EBIT of $34MM in 3 years
• Drove the ecommerce credit operations project of "College students new accounts acquisitions' process utilizing Motorola Handheld devices at campuses and online, estimating EBIT of $10MM in 3 years

Career Note: Led other small to medium projects, Details on request.

TECHNICAL LEAD / LEAD ANALYST

Chosen as Lead Analyst to lead SDLC efforts for all billed history system projects, support & maintenance

• Led the Diners, Citi Associates (20 MM accounts) & Puerto Rico (.5MM accounts) Platform Conversion and migration of billed history data/system to IBS platform.
• Designed and built 1TB+ data holding billed history system on DB2 platform, resulting enhanced functionality, access, security and maintainability. Acted as a lead for outsourcing/offshore teams, 3rd party consultants and managed projects
• Owned the billed history system, Supported all new/maintenance projects, 24X7 support and maintained 99.99% uptime

Career Note: Additional roles include Consultant at Citi (2001-2002) and Systems Engineer at TCS (1998-2001), Details on request

EDUCATION CERTIFICATIONS

• Master of Technology
• Bachelor of Engineering

PROFESSIONAL DEVELOPMENT

• ITIL Expert
• IGT Global Leadership Program
• Management Tools for Success
• Performance Management
• Coaching
• Business Consulting
• Technical Leadership
• Six Sigma
• ZACHMAN Framework
• Leading People