SUMMARY:

• Technology enthusiast with varied experience in the technology arena as a Project/Program Manager, QA Manager, Operations, and Customer Support. Proven ability to rapidly adapt proficiencies to varied client environments and successfully manage cross - functional teams across the globe. Expert in ITSM delivery, documentation and processes.
• Efficient at managing IT Service delivery and establishing IT Services best practices. Good knowledge of ITIL practices and governance.
• Expert in Project/Program Management, Service Management, Incident Management, and Change Management.
• Exceptional knowledge and expertise in SDLC methodology and project life cycle (Waterfall and Agile). Intimate understanding of application development methodologies & architectural standards.

TECHNICAL SKILLS:

Operating Systems & Platforms: UNIX, OSX, IOS, DEC, IBM AS/400, IBM Mainframe, CICS/MVS, Sun Workstations, VAX/VMS 6.2, TSO/SPF, OS/400, UNIXWARE, Windows 2000/ME/XP/Vista/7/8, LINUX variants, FreeBSD

Languages: COBOL, C, C++, Java, JSP, SQL, VB Script, Test Script Language (TCL), CGI, Perl, PHP, Python

Tools: Microsoft Office, NOMAD, SQA Suite, QA Partner, PVCS Tracker, Sablime, Microsoft Project, Visio, QuickTest Pro, Test Director, HP Quality Center, Silk Test, Segue, HP Load Runner, JUNIT, Selenium, Toad, Bugzilla, Rational ClearQuest, ServiceNow, Workfront

Databases: Oracle, Sybase, Informix, MySQL, Ingress, Access, Paradox, MS SQL Server, MS Access

Development & Internet Tools: Microsoft Visual Studio, Visual InterDev, Eclipse, NetBeans, Visual SourceSafe, Opera, Firefox, Safari, Front Page, Dreamweaver, Photoshop, Adobe Illustrator, Quark, CorelDraw

Protocols: HTTP, FTP, Telnet, SOAP, TCP, UDP, SIP, SMTP, NNTP, POP3, IMAP, IRC, SSH, LDAP, DHCP, H323

PROFESSIONAL EXPERIENCE:

Confidential

Service Operations Manager

Responsibilities:

• Managed delivery of services for a large Managed Services Customer, achieving contracted SLAs, and high levels of Customer Satisfaction
• Managed the day-to-day operational teams providing Incident, Problem and Change Management activities
• Ensured a high level of Customer satisfaction and adherence to SLA’s
• Built and maintained strong service relationship with key customer representatives
• Managed a dedicated technical team and delivery of services from Service Desk
• Performed the role of Change/Release manager for all platform change activities
• Provided and analyzed KPIs for regular operational performance reporting - including internal and customer reporting
• Built relationships and operational processes (OLA) with internal and customer teams, to facilitate the best service outcome

Tools: used: MS Office, MS Project, MS Visio, SharePoint, Nagios, WebEx, Confidential, Confluence, Slack, Skype, SalesForce, ServiceNow, Workfront

Confidential

Service Operations Manager

Responsibilities:

• Responsible for the oversight and management of a consolidated and optimized 24/7 product support for a large Openwave Messaging Managed Services customer.
• Managed a dedicated multi-site technical team and delivery of services from outsourced Service Desk
• Worked to achieve increased customer satisfaction through pro-active customer engagement as well as rapid resolution to customer issues
• Managed the day-to-day operational teams providing Incident, Problem and Change Management activities
• Performed the role of Change/Release manager for all platform change activities
• Provided and analyzed regular operational performance reporting - including internal and customer reporting
• Built relationships and OLAs with internal and customer teams, to facilitate the best service outcome
• Ensured a high level of Customer satisfaction and adherence to SLA’s

Tools: used: MS Office, MS Project, SharePoint, Nagios, WebEx, Confidential, Confluence, Slack, Skype

Confidential

IT Project Manager

Responsibilities:

• Successfully completed the data-center inventory project to account for all the hardware currently used by the corporate IT, Information Services (IS) and development teams
• Implemented OpenManage as a datacenter asset management tool enabling auto discovery, warranty management and inventory tracking
• Completed the phase 1 of disaster recovery/business continuity project which entailed replicating application environments for a fail-over scenario
• Retired and decommissioned end of life and out of manufacturer support HW for fiscal 2014
• Migrated the telephone system from AT&T PRI service to AT&T Flex IP service for the PBX system
• Implemented a monitoring system using Nagios to enable the DevOps team to monitor and manage the development and test environments
• Planned and defined the migration project of all corporate applications from on-site data-center to the Co-location in Sacramento

Tools: used: MS Office, MS Project, MS Visio, SharePoint, Nagios, Solarwinds, OpenManage, WebEx, Confidential, Confluence, HipChat

Confidential

Senior Project Manager, IT Operations PMO

Responsibilities:

• Managed multiple, high visibility and competing cross-functional projects simultaneously
• Established proper governance practices for projects including decision making, escalations and project steering committee participation
• Managed budget, including tracking actuals, updating forecasts, submitting accruals, tracking CapEx and Opex, working closely with the finance team
• Developed and managed project plans, scope, risks and issues
• Created weekly project status reports. Managed stakeholders and project communications.
• Developed resource plan to match project plan, and secure resource allocations including business and IT shared service resources (Development, QA, performance, deployment teams, etc.)
• Prepared for and attended PGER (Phase Gate Exit Review) meetings
• Participated in project scheduling and release program management meetings
• Followed PMO established SDLC processes and templates
• Managed release train phases for the project with development, integrated QA, Performance, UAT, Deployment teams, and documented results
• Followed SDLC change control process and participated in Change Advisory Board (CAB) meetings
• Participated in Steering Committee meetings for changes to scope, budget and schedule,
• Obtained final approval by Operations PMO for schedule and budget
• 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

Confidential

Technical Project Manager

Responsibilities:

• Migrated all client environments from Hitachi to EMC storage within a tight timeline
• Saved the client over $30k in recurring storage costs with this on time implementation
• Planned/deployed proof of concept appliance stack for show casing capabilities to prospective clients
• Worked with engineering and operations teams to establish testing on the POC
• Collected metrics to present to client executives for final signoff of the BOM
• Was handed over two major Datacenter Migration appliance projects within 3 weeks with the client
• Was assigned as the sole TPM and point of contact to lead the projects
• Successfully conducted design workshops and kicked off projects to client satisfaction
• Built relationships with multiple functional teams and gained confidence with team managers
• Successfully planned, designed, managed, and deployed over $4 million worth of servers, storage, networking gear, and all equipment related with the environment for each project

Confidential

Project/Program Manager

Responsibilities:

• Primarily responsible for the design, architecture, planning, roadmap and product life cycle of data center systems & infrastructure for multiple clients
• Coordinated and managed $3M purchasing, service, software licensing and staffing budgets and also negotiated and oversaw corporate network, maintenance, PBX and various vendor contracts
• Managed and provided direction to the key executing resources such as System Administrators, Database Administrators, Engineering Support, Operations and vendors that were involved in the various designs and implementations of fault tolerant servers, network, and desktop architecture while operating and managing two data centers to support business needs
• Responsible for setting company information technology standards and policies as well as developing an internal customer support system following industry best practices
• Technical domains included: Server, Desktop, Data Management/Data Architecture, Enterprise system management, Network and Telecommunication, VoIP, Information Security, Identity and access management, Collaboration and content management, Application and data integration, Application development, Business information and performance management
• Administered/managed the Public Key Infrastructure (PKI) registration and inventory with Verisign

Confidential

Senior Technical Project Manager

Responsibilities:

• Owned/implemented datacenter infrastructure initiatives to enhance infrastructure & availability of site
• Effectively managed projects by ensuring buy-in of the project plan from primary stakeholders, reaching consensus on alternate solutions, built a product delivery methodology together with IT operation and key partners and timely communication between the entire project team
• Facilitated issue resolution, performed risk evaluation, maintained risk management plan and reported weekly program metrics to executive management
• Initiated, managed and obtained closures in budgeting meetings with executive management to maintain the elements of budgeting like CapEx and OpEx
• Orchestrated a complete end to end office move to a new location
• Activities entailed setting up complete networking infrastructure, telephone systems, servers, security systems, backup and recovery, user management, and VPN
• Responsible for the scope, plan, design and execution of data center build outs including Data Center Migration, Procurement, New Installs, Server Upgrades and Storage Upgrades and also management of Co-location and Virtual Private Data Center
• Coordinated the migration of existing VMs from previous 3.0.x/3.5.x based ESX frames
• VMs were migrated using Virtual Center cold cloning
• Consolidated standalone servers to ESX Servers using IBM x3650/x3850 hardware
• Built environments to scale for future reliability, growth, performance, productivity; continued to maintain product roadmaps to align with evolution of products with changing needs of existing + potential customers, competitive market trends; strategic objectives met the business goals and SLAs

Confidential

Senior Consultant

Responsibilities:

• Designed and implemented roll out strategy for “Radial Viewer”, a multi-dimensional Business Intelligence (BI) query and reporting tool for individual clients
• Applied dynamic leadership talents to manage client project initiatives in an agile environment
• Conducted/participated with SMEs/vendors, gathered business/technical requirements
• Used RUP methodology and UML to translate business requirements into Business & Technical Requirements by creating Use Cases, Report Specs, and a Vision document
• Developed documentation with cross-functional teams on implementation strategy and framework
• Identify, prioritize and discuss weekly sprints at scrum meetings with project teams, with full accountability for validating systems prior to user acceptance and/or deployment

Confidential

Senior Consultant

Responsibilities:

• Analyzed/optimized Franchise Management and Operations (FMO) software - managed projects through development phases: requirements gathering, analysis, design, planning, testing, implementation, code reviews, support
• Conducted user interviews, formulated user stories and use cases, wrote test plans and test cases for multiple client projects
• Directed efforts of project team, facilitated daily status meetings, and prepared reports and metrics
• Developed SQL Queries to test back-end process of the application and provided recommendations for overseas development team
• Proactively participated in risk management to optimize use of development and testing resources

Confidential

Senior QA Engineer

Responsibilities:

• Steered QA functions at the component, integration, and system level to optimize reliability, performance, compatibility, and security of software products
• Exercised outstanding multi-tasking expertise to perform test planning, automation, and execution
• Resourcefully designed, set up, controlled, and maintained QA test environment
• Established QA best practices, processes, procedures, and standards including configuration management, bug tracking, fix verification, and reporting
• Demonstrated solid interpersonal and communication skills to collaborate with customers and partners in assembling joint test plans, tracking deficiencies, and reporting

Confidential

QA Manager

Responsibilities:

• Led quality assurance efforts for enTRUST, a web-based system which facilitates clinical trials, post-marketing surveillance, and patient recruitment for genetic and genomic research
• Clients (Glaxo, J&J, MSK) required a robust systems to maintain trust, to protect themselves from liability, and to comply with regulations such as the U.S. Food and Drug (FDA) Administration's 21 Code of Federal Regulations (CFR), Part 11, concerning electronic records and electronic signatures
• Public Key Infrastructure (PKI) which meets market and regulatory requirements for securing electronic information in the pharmaceutical industry was used
• Managed validation projects, coordinated activities of module owners, team members, QA personnel
• Championed QA practices and procedures inclusive of Standard Operating Procedures (SOP)
• Leveraged exemplary organizational strengths to review and approve deliverables, create Software Quality Assurance plan, perform in-depth testing to verify functionality and usability, and build Validation Repository to support compliance requirements
• Executed User Acceptance Test (UAT) plan and scripts and effectively cooperated with development and release teams to organize releases
• Conducted vendor audits as well as facilitated client audits for onsite and offsite locations
• Championed QA practices and procedures inclusive of Standard Operating Procedures (SOP)
• Leveraged exemplary organizational strengths to review and approve deliverables, create Software Quality Assurance plan, perform in-depth testing to verify functionality and usability, and build Validation Repository to support compliance requirements
• Executed User Acceptance Test (UAT) plan/scripts, organized releases w/ development teams
• Conducted vendor audits as well as facilitated client audits for onsite and offsite locations