SUMMARY:

My professional expertise includes 11+ years specializing in IT Services dealing with Fortune 100 companies in the financial and consulting sectors. I have assisted clients globally (Aviation, Energy, Healthcare, O&G, P&W, Capital, Financial services and telecommunications) and held various managerial roles and delivery roles.

KEY SKILLS AND KNOWLEDGE:

• Program Strategy and Management
• Project Management
• Contract Management
• People Management
• Customer Management
• ITIL Consulting/Service Management
• Service Delivery Management (Infrastructure, Application and End user services)
• Process Development
• Managed Services

PROFESSIONAL EXPERIENCE:

Program Manager

Confidential, Atlanta, GA

Responsibilities:

• Responsible for the overall management and delivery of the implementation of projects
• Operating as the lead point of contact for client relationship and project communication and manage the budget, timeline, resource, scope etc.
• Leading teams and liaise between customers and cross - functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs
• Identify opportunities and drive process Improvements and automation opportunities in the Tools space with the help of project team and cross functional teams
• Implement tools strategy, programs and initiatives in line with industry trends, client best practices and stakeholder needs and drive simplification
• Proactively utilize process/data observations to drive automated solutions to operational challenges (successfully automated critical operational processes “Monitoring Node down process, new builds and decommission for Compute teams) per customer needs and improved the productivity of the businesses.
• Partner with the cross-functional teams and related stakeholders to gather requirements, plan, manage and complete projects.
• Continually analyze data for defects, propose and drive project improvements
• Lead periodic Data Quality audits
• Support lifecycle thru the pre-planning, execution, stabilization phases.
• Forecast and track key account metrics
• Assist with high severity requests or issue escalations as needed
• Identify and grow opportunities within territory and collaborate with sales teams to ensure growth attainment
• Prepare solution presentations for client proposals, part of price negotiations and work on SOW’s
• Point of contact for all new proposals and work with respective client teams on solution proposals, Pricing and resource deployment, etc.
• Propose new products and services/ Confidential capabilities and enhance existing relationships.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Arrange and participate in internal and external client debriefs.
• Handling 25 to 30 members team for multiple projects and resources are from offshore & onshore
• Ensure that the right resources are working on the right projects, based on real-time project timelines as the project evolves

IT Senior Project Manager

Confidential, Atlanta

Responsibilities:

• Opsware (HPSA) tool upgrade from older version to newer, worked with Technical and functional teams and successfully completed core migrations
• Collaborated with Confidential Corporate teams and implemented POCs for HPOO and PAM Orchestration tools
• Automate low level tasks: system drive clean up, Windows service restarts. (Reactive monitoring), network standard configurations, Server decommission process, Server Build process etc.
• Virtual Machines Automation - Right sizing, restart/shutdown tasks
• Automated Operational Health checks of servers
• Develop a Detailed Project Plan with Roles and Responsibility of each team involved
• Facilitate the delivery of the Solution at each phase of the project.
• Develop detailed implementation plans using MS Project to enable delivery of the Technical Solution Document.
• Conduct Project Definition Workshops for all teams and explain the importance of the project and their respective roles
• Work with the Delivery Integration Team to ensure that all relevant Teams are engaged.
• Engage and manage technical resources to deliver the project plan
• Manage Effort Estimates and resources
• Acquire budget approval to all Project Costs
• Analyze the business need, define that need; identify gaps in current capabilities; then if change is required, to propose an approach and scope for finding/defining a solution that should meet the agreed requirements and building the case to justify the work for
• Business Analysis on Stakeholder Analysis, Vendors feasibility, risk management, business impact, cost estimates, monitor and report on requirements activities & negotiating how to manage change on a project
• Communicating requirements; resolving conflicts; gaining formal approval; base lining and tracking requirements through to implementation on all the projects
• Deliver the project plan to scope, timescales and budget by tracking all activities
• Agree deliverables/milestones and report project progress on a Weekly Basis
• Chair regular Technical Project Review Meetings, Customer facing Meetings and produce all documentation and minutes as appropriate
• Manage risks and issues impacting project deliverables
• Maintain all required documentation in a central repository
• Collaborate & coordinate among server wing to wing teams, processes & metrics
• Operational metric visibility of wing to wing server, storage, and backup
• Design & execute cycle time and hand-off wing to wing analysis (Poles, tech, & teams)
• Execute a Server on Demand vs. Traditional Process analysis & project support
• Execute transition to support for first time right and ensure compliance with ITIL processes
• Provide recommendations to reduce cycle time & handoffs and to improve infrastructure
• Team collaboration and first time right
• Document process maps, develop and manage the plan for server build operations
• Review and recommend changes to support processes to ensure continuous improvement of Server operations.
• Lead communication strategy of Build-Ops, including Portal updates and regular communicative mass emails
• Work with support and application support teams to troubleshoot potential complex production issues associated with the recent transitions (Problem tickets/Root Cause and Root Cause Corrective Actions)

Service Delivery Manager

Confidential, Cincinnati, Ohio

Responsibilities:

• Led the transition of the ticketing tool from HP Service Desk to Service Now from the server space
• Total Project Business Impact = $5M
• Business Impact for Incident area lead by me = $3.5M
• Worked through all the different project toll-gates. Gathered requirements & maintained the requirement tracker
• Worked with the technical team on development activities including fixing of defects
• Continuous involvement with the other process teams to ensure proper alignment in processes & tool functions
• Restructured the Server processes to industry standards while keeping it aligned to the new Out of the box tool functionality
• Transitioned the wing-to-wing Server processes per ITIL standards
• SME for all ITIL modules and collaborated with Confidential teams and implemented ITIL processes for Confidential infrastructure businesses.
• Worked with L2/L3 teams to ensure adherence to Config Management Processes and Policies
• Will be instrumental in providing subject matter expertise to TSG server team, while they are migrating their CRM from HPSD to Service Now - Gather and document business, functional & Technical requirements, project management, and testing
• Work closely with ITIL leader to set and manage stakeholder expectations
• Partnered with the customer to build “change quality process” which ensured robust testing documentation
• Affiliated with clients on improving Change FTR% by GB Project
• Prepare all required Incident Management Information metrics, reports, and presentations involving Business downtime, Application & Infrastructure performance & Availability, Mean Time to restore, etc.
• Monitor the effectiveness of the Incident Management Policies and Procedures through data collection and analysis of HPSD/Tool data to ensure conformance to process standards and policies
• Worked on major DPMM projects in the Incident Management area. Including Incident Reduction, Mean Time to restore reduction & reduction of High Business Impact P0/P1 issues and delivered high Business Impact for the Business.
• Work with client on tool integration projects across various businesses due to the difference in process and tools used across various sub businesses.
• Maintain records of project progress, engage/manage technical resources to deliver the project plan and also prioritize tasks.
• Raise process related issues to the appropriate level of management, coordinate support issues found with HPSD (Service Tool) Support Team.
• Provide data and analysis for the six sigma black belt projects run by the client.
• Ensured optimum performance from the case management team.
• Identify areas of improvement on metrics/process; utilize Six Sigma to bring in improvements.
• Capture key areas of concern on services, provide Plan of Action and drive relevant projects
• Ensure that the Customer’s expectations are met within the best interest of the business

Service Desk Manager

Confidential

Responsibilities:

• Transitioned an in-house service desk to India & stabilize operationally.
• Identified other opportunities in new business for account growth.
• Responsible for driving projects across all 3 poles with the help of the local teams & Clients
• Identify areas of improvement on metrics/process; utilize Six Sigma and ITIL to bring in improvements.
• Assisting client with Problem and Incident management projects for US Site.
• Lead transitions on the business opportunities identified to enhance current process capabilities.
• Identify growth opportunities within the business, scope out the services, pricing.
• Identify cost saving mechanisms to change the revenue cost to the organization.
• XML Interface on Incident Management Systems for Water and Infrastructure Major.
• Improvement of offshore resolution by 15%. - Six Sigma
• Incident Reduction Project for a Infrastructure Major - Six Sigma
• KEDB transition to a new platform.
• Skill based service for Infrastructure major.
• Formalizing effective seat utilization within organization leading to cost saving
• European Integrations of Water Technology major.
• Consolidation of Aviation Major & Infrastructure major to Increase productivity and thereby providing cost out to customers
• Europe Based integration of Oil Major & Aviation Major and been Confidential during transition to help setup L1 & L2 processes.
• Customer based tool implementation in Europe pole.
• New business model Transition for existing processes - Onshore.
• Understand the business nature, business contextual knowledge.
• Identify & explore the opportunities to drive performance-based initiatives.
• Identify and action the areas of improvement - Site wise, business wise (Co-Located Businesses)
• Explore opportunities with respective Site Stakeholder on improving and expanding the services (L2, Security Admin, Language based support etc)
• Identify areas where IT frameworks can be utilized, initiated Problem & Incident management projects.
• Capture key areas of concern on services, provide Plan of Action and drive relevant projects
• Managed 5 different teams during operations stint namely
• 55 member desk of Aviation Major
• 60 member desk for Energy major
• 40 member desk for PLCC major, Water & Infrastructure major.
• 11 member export control desk from US supporting all poles
• 70 member team supporting an Infrastructure major.
• 21 member service desk for Insurance major.
• Setup BCP/DR process for onsite & offshore teams.
• Identify and understand the Customer’s needs for their respective sites.
• Provide effort estimation analysis to help improve the services for the site
• Capture key areas of concern on services, provide Plan of Action and drive relevant projects
• Ensure that the Customer’s expectations are met within the best interest of the business
• Reporting line of 55 people, geographically distributed in Hyderabad, Bangalore & China
• Responsible for Agents, Team Leads and Tech Leads’ performance on a monthly basis
• Provide feedback to the direct reportees on their performance
• Document targets for individuals (Agent Level) and for the team (For TLs)
• Identify and work Attrition - Early warning signals
• Map out career plans for the agents and provide mentoring

Confidential

Management Trainee, Operations

Responsibilities:

• Implementing Critical-to-Quality measurement indicators at various levels focused on customer requirements
• Monitoring of key indicators across all service deliverables and providing meaningful analysis and reports by working closely with the Six Sigma Black Belt
• Participating in process reviews with the customers and managing the customer relationship
• Keeping the team energized, motivated and focused on providing quality service
• Ensuring that all customer commitments are met
• Ensuring BCP and DR plans are in place, and are tested on a regular basis to ensure that they are workable at all time
• Drive quality awareness and increase usage of quality tools

Technical Support Analyst

Confidential

Responsibilities:

• Created a new staffing model to meet customer requirement to meet changes on business end.
• Worked on improving Utilization by integrating the helpdesk with another helpdesk, which supports a different business.
• With thorough understanding on incidents, created auto routing modules on web to remove Non Value Adding incidents. Indirectly showing dollar benefit to the customer.
• Stream lined the new hire induction process by applying a LEAN concept of 5S.
• Groomed analysts on floor on handling client requirements.
• Managed all Critical-to-Quality measurement indicators and done RCAs and RCCAs as and when required.