PROFESSIONAL SUMMARY:

• Manager - Service Management, Transition & Operations, Project/Program Management, Agile,Scrum
• ITSM, Enterprise Infrastructure, incident, problem, Change Management, Service catalog, CMDB, SLM
• ServiceNow, hp OpenView, BMC Remedy, LANDesk, PCM, JIRA, Service Manager, Mercury Quality Center
• Unix, Linux, Windows, BigData, eCloud, Managed hosting, EMC/NetApp storage, ESX clusters, VMware
• MS-Suite, MS-SharePoint, Discovery
• Tomcat, Apache, jBoss, IBM WebSphere, WebLogic, Messaging, InQuira, Oracle, MS-SQL, .Net, Oracle UCM, TDD with Fitnesse, Bizanga, Zimbra, SmartZone email messaging Portal, Bugzilla
• Diverse knowledge of Retail, Healthcare, Telecom, Property & Casualty, variable Annuities domains
• Key strengths include developing Organizational Vision, Successful Teams, IT & Business Alignment, requirements gathering, risk management, Delivery Management and Executive Reporting
• Driven, Goal - Oriented, Change Agent and Collaborative Management Style
• Skilled in external partner s relationship, conflict resolution, diverse learning facilitation, and building productive relationships with clients and staff.
• An energetic self-starter with excellent team development and negotiation skills.

EMPLOYMENT HISTORY:

Confidential, Houston

Infrastructure Project Manager

Responsibilities:

• Manage and Plan scope, cost, risk, resources, schedule and quality of the project or program to meet objectives and deliverables to enable migrations of business assets across data centers.
• Work closely with business to assess in discovery of migration needs and manage projects from negotiating project charter with sponsor to project plan with risk, cost and resources management. Be accountable for delivery of the project/program
• Delivered project charter and initial master plan for Confidential storage optimization solution for cost saving on VMs
• Delivered new user connectivity issue during Sync setup as part of Advisor group business migration between 2 infrastructure domains
• Engage and Manage technical resources required during discovery and build phase of the project
• Manage business expectations and deliver

Confidential

Technical PM/Change

Responsibilities:

• Delivered project charter and initial master plan for ServiceNow implementation in cloud
• Performed admin activities to setup users/groups/roles, knowledge base, service catalog, workflow activities, approvals and SLAs
• Engage and Manage technical resources required during build phase of the project
• Delivered Requirements for events, incident, problem, change and assets management setup

Confidential

Service Delivery Manager/PM

Responsibilities:

• Successfully built highly flexible, diligent, collaborative problem solving teams from every department within the Confidential Client Services
• Delivered Event, incident and problem management processes for BestBuy and JetBlue based on ITSM processes leveraging ITIL best practices for operational excellence and streamlined support with external partners
• Increased availability and performance levels of network appliances in the managed hosting by 30% by defining and capturing metrics and introducing redundancy for network devices during transition phase
• Optimized change management process for multiple infrastructure devices by making them part of release management in change process that reduced time to deliver to hours from couple of days and 95% success rate
• Improved operational readiness support with multiple teams and achieved faster turnaround time during Sev1 incidents by optimizing the process from event monitoring to RTS with effective Knowledge management from ITIL best practices
• Improved BestBuy's Day time validation during release process for zero downtime during infra wide deployment that made good use of resources time and increase productivity
• Requirements gathering for service management from transition phase to operational excellence on Remedy 8.1

Confidential, Allen, Tx

Sr. Tech Project Manager

Responsibilities:

• Delivered best practices on service builds during and post migration, which cut down the time for new projects
• Delivered event/incident and problem management processes while working directly with external partners like Accenture, HCL, TCS and their respective offshore teams
• Facilitated status update meetings with business, application teams, sys admins, storage admins and network services to understand and draft set of activities for migration

Confidential, Plano, Tx

Sr. Manager - IT

Responsibilities:

• CIO Excellence award nominee
• Over achievement appreciation & bonus on implementing Release Process and Threat Centre integration to Confidential .com
• Achieved program plan including establishing milestones and monitoring adherence to master plans and schedules, this gave visibility to overall engagement of IT over next 12 months
• Introduced a tailor made ITSM CM process for support group that is now adopted by other departments, this resulted in greater visibility to business on capability deliveries and Dev/QA teams on managing their work streams
• Managed budget, schedules and performance of direct reports programs that were monitored on quarterly basis against MBOs (Master Business Objectives) resulting in a motivated team
• Delivered business requirements for support. Confidential .com portal redesign that was instrumental in defining future needs of global support group
• Recruited, trained and mentored employees for a top performing team every quarter in driving best practice solutions based on past experience, research, and visionary thinking
• Successfully out sourced a $1.5 MIL project to be outsourced to HCL from competitive RFP bids by Infosys, TCS and Accenture for application development.

Confidential, Wixom, MI

Consulting Technical Project Manager

Responsibilities:

• Delivered projects for the clients that were completed on time and with expectations met
• Aligned enterprise architecture and delivery processes at Confidential to address critical business needs where IT fell short thus leading to loss of revenue and customer satisfaction
• Introduced repeatable optimized process to manage incidents and problems that resulted in customer satisfaction and retention
• Re-engineered IT systems to cater to changed business model that improved availability by 30% over 4 months
• Introduced a streamlined QA process for BCBSLA as part of transition of changes to production that resulted in changes deployed with minimal impact to live environment

Confidential, Woodland Hills, CA

Manager IT

Responsibilities:

• Delivered Build permit for migration of legacy variable annuities application from mainframe to a web based system on j2ee platform
• Contributed to web application migration project over 3 years with a budget of $30 Million in time with 20% over run
• Produced Disaster recovery program that demonstrated business continuity within 96hrs as legally mandated delivering DR charter/handbook
• Lead Disaster recovery of over 15 pilot servers, over 10 application products and terabytes of Data to demonstrate business continuity
• Produced operations readiness process to support Confidential bound operations of night time batch processing from off-shore the same was seamlessly outsourced to external partner in India
• Implemented process for trouble free and “zero impact” code deployment into production