SUMMARY

• 20 years experience working closely with fortune 500 companies.
• 15+ years of Telecommunications Industry experience in TEM, Call Accounting and related areas of business.
• 10+ years of successful management experience.
• 10+ years of development experience in MS products. (VB, VB.Net, MSSQL, Excel, Access, Project, Visio, Powerpoint, etc.)
• 10+ Experience with Workload management tools like Track - it, JIRA, DevOps etc
• Excellent data analysis, communication, presentation and reporting skills.
• The ability to thrive in a competitive, goal-driven environment.
• Attention to detail, organizing and planning.
• Excellent problem solving and decision making skills.
• The ability to recruit, manager, coach and inspire professional level staff.
• Worked closely with AMEX, ACE, DOW Chemicals, Panasonic, Ford, Visteon, Volvo, DowJones, AON, Avis, AMD, Lehman, Microsoft, Caterpillar, Home Depot, MetLife, Normura, JPMC, etc.
• IBM Confidential Eminence and Excellence Award

PROFESSIONAL EXPERIENCE

Confidential

Agile Project Manager

• Working on Development and Release management of automation for over 30 Dynamic Automation Steady state accounts.
• Working with team to Create and Manage tasks, Build Queries, Design Dashboards in DevOps tool .
• Working with Deployment Managers and Delivery Project Executives to facilitate automata roll out related issues. ( Testing, Change windows, Signoff docs etc)
• Working with Management / PM team and India management to come-up with an efficient way for distributing and managing workloads.
• Working with the team to update current development process. Provided analysis of current process and suggested areas for improvement to the team. Working on rolling out the changes.
• Working with Global Dev Test team to review process followed by APAC, EMEA and NA teams to define a Global Production Support process.

Confidential

Global TEM Channel Partner Management

• Instrumental in defining and creating the World Wide TEM Channel Partnership Program business plan and accompanying collateral to support the WW TEM initiative. This required working to understand the IBM Channel Partner requirements and determining the appropriate partner channel programs that applied to TEM. The “Pillar” management approach defined and utilized was based on the overall SWOT analysis that was undertaken to develop a viable plan.
• Working closely with the Global Partner Channel support teams in the various regions, to align new TEM Partners to the appropriate channel programs based on their business needs.
• Partnered with AOTMP to understand a joint (IBM/AOTMP) strategic offering in order to develop a specific business plan to leverage the TEM business as well as to create the IBM Global Center of Excellence for Telecom.
• Responsible for the re-writing and over haul of the TEM Sales and Technical Mastery exams and collateral to meet the IBM Channel Partner requirements related to partner recruitment.
• Working with the TEM Service Providers and Partners to create a Global TEM Capabilities Matrix to capture the capabilities and determine gaps that need to be addressed for Global deployments.
• Created the TEM Partner 360 profile that was used for:
• Managing the tracking of partner recruitment, and certification status
• Strategic opportunity tracking and positioning
• Support of partner recruitment for both the internal global delivery of Rivermine deployments as well as driving new direct revenue opportunities. (Note: The IBM Channel Partner organization has praised the TEM Partner plan and processes that have been developed. Some of these initiatives are looking to be put into the standard support process for new acquisitions.)
• Integral member of selection team tasked with managing the evaluation process for selecting a new Call Accounting vendor to replace the legacy CDR processing.
• Recruited to join the T3 Technology team to review and define new initiatives to drive sales, efficiencies and customer satisfaction.
• Also instrumental in defining the requirements to support new initiatives such as TEM Mid Market offering.

Confidential

Application Support Manager

• Helped with the legacy MBG client transition into the WW TEM initiative. Worked with the team to create a detail, comprehensives project plan to move to the new data center and transitioned it to the Herndon based team.
• Documented and transitioned all production tasks owned by me to the responsible team members.
• Worked closely with the Rivermine Sales and Renewal teams relating to retention of the legacy client base.
• Involved in providing guidance in planning and execution of a comprehensive plan to move data centers from legacy locations to IBM facility.
• Continued to help maintain a high level of efficiency and quality customer service making sure that all aspects of the change in the environment are implemented and tested in an appropriate manner.
• Helped in the design and implementation of new services for AON, EATON and LDS during this period.
• Worked with NY team to document the current overall call accounting process. Identified areas that needed to be modified to enhance performance.
• Worked with NY and Fairfax teams to understand the scope and effort in implementing Call Accounting in 6.X platform.
• Continued to provide guidance to various teams to understand the current functionality in the legacy platform to help evaluate the effort involved in migration of various clients and laying out a road map based on this knowledge.
• Worked with management teams to understand both platforms and the business models behind the platforms to evaluate the various options for integration of the services.

Confidential

Manager - Core Services Development

• Maintained a Fortune 500 existing client base and helped support new consulting engagements during 3 consecutive corporate acquisitions.
• Implemented technology tools to improve business productivity and time efficiency.
• Led the planning and development of information system strategies, including the conversion of old systems to modern systems
• Led and mentored a team of seven (7) technical development support staff.
• Responsible for software upgrades and support of the operations staff.
• Maintained the client service model for consistent client service and a high level of client satisfaction.

Confidential

Manager - Core Services Development

• Served numerous Fortune 500 customers over 5 years as a Core Application Support Manager.
• In that period, activities included:
• Coached the team with efficient ways of implementing custom functionality for various complex customer business models.
• Worked with the team to understand and react to the various changes in the Telecom vendor feeds and ensure timely load of the data for processing.
• Coordinated the integration of data from the TEM system into all major ERP Back-office and Financial Systems
• Supported the business objectives of the Sales and Consulting teams, while managing a team of 5 technical consultants and analysts.
• Facilitated the data conversion from legacy system for multiple client systems
• Coordinated the Capability Blueprint session, ensuring an integrated solution was developed by identifying touch points to the Change Management, Technology and Business Strategy teams.
• Facilitated the end-user training both for the core team and end-users.

Confidential

Technical Project Lead

• Key lead in the development and management of the Bill Management system for Bellsouth. (A desk-top Telecom Invoice Presentation system distributed by BellSouth to all its Corporate Customers.)
• Gathered business requirements from BellSouth, created Test Plans, System and UAT testing efforts.
• Designed and developed new functionality and fixes for the product.
• Contributed functional and technical assistance.
• Worked with Bellsouth testing and distribution teams with production support, including service requests and remedy tickets.
• Defined, documented and prioritized the business requirements and detailed them into functional specifications.
• Performed product testing, user acceptance, remote user testing, usability standards validation, and performance testing; and resolved system defects.
• Worked extensively with SQL and MS Access.