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SKILLS:

• IT Industry
• SDLC - Waterfall, Agile/Scrum, Six Sigma, ITIL
• Project Management
• Business Analysis - Requirements Gathering, Business Analysis, Design, Development, Analytic reporting, Data Migration, BAT/UAT Testing, Developing Use cases, Implementation, Performance improvement and Post-Implementation Support
• LMS (Learning Management System) implementation - catalog module, eCommerce setup, Cornerstone for Confidential, Add to Cart, Order History, Credit Card processing, User Interface design, Reporting, User Guide.
• Oracle ERP - OM (Order Management), Inventory and Manufacturing - R10.7, R11i, R12
• Oracle Financials - AR (Accounts Receivables), GL (General Ledger) - R10, R11i, R12
• Microsoft Office - MS-Word, MS-Excel (including Pivot Tables and Macros)MS-PowerPoint, MS-Visio, MS-Project
• HP Quality Center
• Data warehouse / Data Analysis
• Identity Management and Access Management - Sun, Oracle, IBM Tivoli, Roles Management (RBAC)
• Sales & Marketing - eCommerce, Siebel CRM and Confidential
• Strong SQL
• Database Design

SPECIALITIES:

• Service Delivery
• Business Requirement Analysis
• Strong verbal & written communication skills
• Team Collaboration, Conflict Management

TECHNICAL SKILLS/TOOLS:

• OS - Windows, Mac OSX, Linux, Unix
• FTP and SFTP
• RDBMS - Oracle SQL and Sybase iSQL
• LDAP - Lightweight Directory Access Protocols
• Admin
• MS-Offices
• MS-Visio
• MS-Project
• MS-PowerPoint
• Google Docs/Sheets/Presentation/Drawing
• Remedy (Service Request, Incident, Task, Problem Management)Servicedesk, Centralstation
• HP - Quality Center, Bugtraq, Mercury Monitoring, Espresso
• Oracle - ERP
• Siebel CRM
• Identity Management - OIM, TIM and SIM
• Oracle Identity Analytics

PROFESSIONAL EXPERIENCE:

Consultant, Program Manager

Confidential, Sunnyvale, CA

Responsibilities:

• Coordinated and collaborated with global team on service deliverables related to AML 12 applications.
• Improved process to streamline the handling of incident, service request, tasks and problem tickets, this resulted in 85% reduction to backlog related to hardware failure.
• Prepared weekly central-station open tickets reports resulting faster turnaround on tickets closure and quality customer service.
• Tracked the decommission of hardware and applications accounts for AML applications.
• Extracted data from Halo to reduce the OS Vulnerabilities for AML applications hosts.
• Prioritized the open Service Request Tasks resulting the timely turnaround and closure of tasks.
• Successfully setup the 300+ ACLs request between extranet and intranet applications.
• Acted as SPOC to follow-up with boundary application project managers.
• SPOC for AM L Bastion project, reviewed the business and functional documentation, created a requirement specification, tracked the open items and project status.

Technologies/Tools Used: Confidential Mac OS, Cassandra, Linux, Shell scripting, Omni planner, Omni outliner, Omni Focus, Connect me, Espresso, Central-station, Numbers, MS-Word, MS-Excel, Confluence, Jira

Consultant, Program Manager

Confidential, San Francisco, CA

Responsibilities:

• Partnered with IT Operations, IT Engineering and Quality Assurance team to address the issue related to integration of 3rd party Learning Management System (LMS) application.
• Developed BRD, UAT/BAT. Test Cases. User Guide/training document of LMS Content Admin console enabling fast and easy knowledge transfer to team and new-hires.
• Developed and maintained accurate documentation and diagrams of applications, test results, Use Cases, third party requirements, data migration and reporting.
• Served as the single point of contact for end-to-end integration of e-Commerce engine and LMS/CFS (Learning Management System/ Cornerstone for Confidential ) User Acceptance Testing (UAT).
• Delivered daily/weekly status reports on LMS application integration and content management to sponsor and executive team.

Technologies Used: Confidential Mac OS, iOS, Confidential LMS (Learning Management System), Apex, CFS (Cornerstone for Confidential ), Confidential Reporting scheduling, OmniGraffle, MS-Visio, MS-Project, MS-Words, MS-Excel, MS-PowerPoint, Google Docs, Google Sheets, Google Presentations, Smart-sheet.

Project Manager/Business Analyst

Confidential, Pleasanton, CA

Responsibilities:

• Oversaw the implementation, integration, development, quality assurance, operations and launch of Oracle Identity Manager, Oracle Identity Analytics and Oracle Access Manager application.
• Optimized the overall customer experience through creating User's Guide, FAQ (Frequently Asked Questions) and operations knowledge-base.
• Prepared and presented Use Cases, BRD review, Test cases, Data migration plan, Service Level Agreement (SLA) proposals to stakeholders.
• Troubleshoot and resolved Tivoli Identity Manager (TIM), Oracle Identity Manager (OIM) and Oracle Identity. Analytics (OIA) applications issues escalated from end users, Database Administrator (DBA) and Infrastructure team with a 100% success rate.

Technologies Used: Windows XP, Linux, LDAP, Tivoli Identity Management, Oracle Identity Analytics, Oracle Identity Manager, Oracle Access Manager, Oracle WebLogic, Oracle SQL, MS-Visio, MS-Project, MS-Words, MS-Excel, MS-PowerPoint, SharePoint.

Project Manager

Confidential, Santa Clara, CA

Responsibilities:

• Managed over 30+ global applications including enterprise Oracle OIM, A/R, A/P, Sales & Marketing and Siebel CRM applications.
• Managed all phases of rollout/contingency plans for major, minor and EBFs (Emergency Bug Fix).
• Successfully managed the activities up to 15 team members in global locations of North Americas, Hong Kong, India and Scotland.
• Created training manuals/run books targeted at resolving even the most difficult customer issues.
• Reduced amount of employee overtime by 90% by effectively delegating tasks, monitor tool, notification tool, handover process.

Technologies Used: Sun Solaris, Unix, Sybase iSQL, Oracle SQL, Oracle ERP, Oracle HRMS, Sun Identity Management, Sun Identity Access Management, Livelink, MS-Visio, MS-Project, MS-Words, MS-ExcelMS-PowerPoint

Project Manager

Confidential, Newark, CA

Responsibilities:

• Developed, implemented and monitored programs to maximize customer satisfaction and manage globalTier1, Tier 2 Technical Engineer Support Representatives resulting 99% application uptime and customer satisfaction.
• Developed, implemented and monitored SLA (Service Level Agreement) programs to remove process ambiguity and define ownership/accountability resulting into 100% customer satisfaction.
• Led on-site and off-site customer support teams across multiple time zones AMERICAS, Canada, Australia, Singapore, London, India enabling 24 x 7 support model on Mission Critical applications.
• Generated and distributed daily/monthly reports on achievements boosting team morale on achievements.
• Developed rapport with the customer base by handling difficult issues with root cause analysis and post-mortem document boosted customer trust.
• Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
• Resolved customer questions, issues and complaints for Mission Critical applications, e-Commerce applications, Oracle HRMIS, Sun Identity Management, Oracle System Administration applications.
• Collected, monitored and evaluated customer requirements to achieve desired delivery time.

Technologies Used: Sun Solaris, Unix, Sybase iSQL, Oracle SQL, Oracle ERP, Oracle HRMS, Livelink, MS-Visio, MS-Project, MS-Words, MS-Excel, MS-PowerPoint