SUMMARY:

PMP certified Application delivery manager with 18 years of experience in managing diverse technology projects. Deployed enterprise wide applications namely ERP/POS Applications/data warehouse/ e - Commerce and retail systems. Comprehensive understanding of technology, business and operations processes within various organizations.

SKILLS SUMMARY:

ERP/Applications: Point of Sale (NP6), Next-Generation Self Ordering Kiosk (NGK), Web Ordering System (WOS), Global Mobile Apps, Client’s Delivery Systems (MDS), Oracle Retailsoft ERP Application, BAAN ERP, Orion ERP, Online ordering system, Supply chain management, Warehouse management system (WMS), Back Office System, Cashless solution, CRM

Operating Systems: Windows Server 2008/ 2012 R2 / 2016, Windows OS x86/XP/7/10

Methodologies: PMP, ITIL, PRINCE2, Agile

Tools: MS Office Suite including PowerPoint, Excel, SharePoint and Visio, Microsoft Project and Planner, JIRA, Clarizen, ServiceNow, Zoho Manage Engine, CA Unicenter

Environment: Data center, Servers/Clients, VMWare, Citrix, Storage and Capacity Management, Enterprise Backup, Recovery Services, failover and disaster recovery, Network routers/switches, Virtualization and Security, Access Control Lists, Routing

Database: Oracle, MS SQL Server, MySQL

PROFESSIONAL EXPERIENCE

Confidential

Project Manager

Responsibilities:

• Analyze existing Client’s systems, interface requirements, operational needs and business needs in order to counsel Client’s in the functional system design and/or system configurations and/or product adaptation of Client’s needs.
• Supporting the development, implementation, integration and management of POS NP6 with other components / peripherals into the NP6 RTP Platform (MDS/WOS/MOS/Cashless / DT Dashboard)
• Create a high-level design plan for application deployment project, defining scope of work, provide solutions to deliver projects on time, delegating various sub-tasks to team, ensuring the delivery with appropriate quality norms and as per agreed SLAs with Client’s.
• Responsible for the end-to-end architecture of a solution, including its assembly and integration into the IT architecture principles defined with the Client’s, expressed in approved service requests
• As an Applications Consultant he is working on a project to configure Client’s Restaurant Point of Sale applications, develop operating procedures and train implementation teams to meet specific business goals and customer needs.
• Carry tests out phase-by-phase: the requirements are tested by an user acceptance test (UAT), the system design (analysis and design) by a system and integration test (SIT), and the programs by a program and module test.
• Coordinate with internal support and operations and with vendors/process or software owners to resolve problems impeding implementation or “go live”
• Own the user acceptance testing and change management process by ensuring stakeholder satisfaction with the outcome of the project.
• Provide application implementation support, technical guidance, and serve as primary resolution point for all issues regarding Point of Sale application.
• Conduct or facilitate root cause analysis on all in-scope incidents and recommend a corrective action plan. Be a liaison between offshore resources and business/ onsite IT management
• Assist in project planning and project scope sessions to ensure compliance with the project charter, implementation plan, and Client’s agreements.
• Maintain system availability, prepare metrics to evaluate project performance, and work with project team and users to ensure that project objectives are met.
• Provide full support and assist the Program/Project Managers/Team with financial tracking, communication, scheduling and other administrative tasks and monitoring of activities as advised by the Program/Project managers/Team.
• Proficient in Negotiating, Vendor Management, General Reporting, Change Management, Risk Management, Quality Management, Stakeholder Management and Problem Diagnosis & Solution.
• Provide 3rd level technical support for retail store systems and infrastructure components including POS systems, kiosks, front/back office desktops and applications

Confidential

Assistant Manager- IT

Responsibilities:

• Served as application consultant to implement and support all modules of Dealer Management Platform namely eXtend ERP.
• Assessed user requirements and recommended enhancements/ modification requests, ensured trouble free operation of the ERP application
• Understand the business environment of the client, its challenges and how ERP solutions will provide business benefits in long run of the business.
• Was responsible for business development by building relationships with clients. Liaised between customers, company and the product development team.
• Interacted with internal team on all levels to help resolve software related issues & provide answer in timely manner to the client.
• Liaised with different technology verticals such as delivery team, networks team, and application management team in order to provide a resolution to the end user.
• Conducted trainings to ensure team members are equipped with required ERP knowledge and deployment practices.
• Was Single Point of Contact for different technology verticals such as clients, business units, technology teams, network team, deployment team, application management team and support teams in order to provide a resolution to the end user.
• Familiar with operational support requirements, service level objectives, measurement tracking, and able to accurately report status to appropriate levels of management.
• Was part of all agreed meetings and performed periodic reporting to stakeholders, stayed in contact with all involved parties.

Confidential

General Manager - IT

Responsibilities:

• Worked as department head for Implementation of Oracle based ORION ERP system for manufacturing/sales division and projects involving deployment of new ERP modules.
• Managed the ORION system including maintaining the system, assessed user requirements and recommended enhancements/ modification requests, ensured trouble free operation of the system, resolved issues, inconsistencies and managed support
• Linked two separate Accounting packages (Tally ERP) at plant and in corporate office, to have visibility of single entry and removing duplication of entry at both locations.
• Worked with project team to help implement internal system. Oversaw troubleshooting, system backup s, archiving, disaster recovery & provided expert support when necessary.
• Was responsible for planning and Project Management of the IT tasks for any projects or assignments, and reporting on those projects to business Leadership teams.
• Delivered business projects, managed internal and external resources, troubleshooting & support for larger projects, process reviews/recommendations and systems evaluation.
• Periodically reviewed appropriateness of technologies used for system components and recommended modifications & upgrades, to keep systems operating according to defined service level agreements (SLA) and operating level agreements (OLA) lead the planning and implementation of project, facilitated the definition of project scope, goals and deliverables, defined project tasks and resource requirements, developed full scale, project plans, assembled and coordinated project staff, managed project budget, planned and scheduled project timelines, tracked project deliverables using appropriate tools.

Confidential

IT Manager

Responsibilities:

• Was Point of Contact to more than 600+ Retail Stores, 3000+ POS (Point of Sale) and team of 16 application Support Engineers.
• Initiated IT projects that supported the business applications, and/or the retail supporting systems such as POS (Point of Sale) systems, in- store IT hardware, Back office systems, Stores controllers, POS applications, order management systems, MDM database and delivery application
• Managed support vendors and OEM suppliers for problem resolution within defined SLA.
• Worked with internal departments/units to identify opportunities to improve and refine services to meet their needs. Worked with users to develop test scripts & scenarios; testing applications, and supported users during user acceptance testing
• With guidance from Corporate IS department, provided strategic and operational direction for planning, designing, implementing and maintaining the company's application technology platform.
• Gained direction and guidance from members of Operations Team to co-ordinate projects/ activities and resolve any software, hardware, and operation problems that may occur.
• Developed plans and negotiated with external vendors on schedule, contract, quotation, resources requirement on product implementation and support.
• Instrumental in defining technology strategies and plans, process in both program-specific and administrative functions.

Confidential

Asst. IT Manager

Responsibilities:

• Was responsible for planning and scheduling new technologies implementation across warehouses (WMS) and plants within specified timelines.
• Ensured that systems in operations facilitate data to be correctly captured, processed and transmitted as per the groups’ requirement, policies and practices from time to time.
• Created and executed Project work plans and revisited as appropriate to meet changing needs and requirements.
• Created and maintained prescribed project management artifacts throughout the life cycle of the projects
• Was part of the project team to deliver deployment of Mobile sales application for 4500 handheld devices.
• Documented Stress test /UAT test results, network bandwidth optimization, performance of high availability servers, designing architecture for application and database server.
• Prepared and maintained project artifacts (task, schedule and milestones) through project management tool.
• Ensured that incidents, risk are dealt with and that changes are identified, planned, communicated and executed during project.
• Carried out full range of technical analyses and investigations, including evaluation and support the resolution of problems and the improvement of engineering capability
• Was responsible for defining the system requirements and specifying the design of a Solution based on the business requirements, product development requirements and current architectural standards.
• Ensured that incidents are dealt with and that changes are identified, planned, communicated and executed during service windows.
• Implemented approved actions and workarounds to mitigate project risk events in order to minimize the impact of the risks on the project.

Confidential

Group IT Manager

Responsibilities:

• Delivered complete life cycle of the project for application deployment for POS system in the stores through its initiation, planning, execution until closure.
• Defined project plan and timelines (Prioritization), Resource allocation & mapping, Status reporting, Ensuring sign off from all stake holders prior release.
• Participated in Business & regional initiatives to ensure implementation successfully, define short-term and long-term strategy, lead new implementations, and managed existing applications.
• Identified training & personal needs of team and ensure support basis requirement, streamline processes, ensure proper documentation; enhance the documentation of the existing systems.
• Actively seek out opportunities to reduce costs, improve process, or improve support through outsourcing, process improvements, or better use of resources
• Executed customer loyalty programs, managed cross-functional teams to implement changes aimed at driving enhanced customer loyalty.
• Drove growth and development of the Loyalty program to deliver positive changes to membership volumes, purchase behavior and attrition
• As a IT-Manager of the franchise division of Confidential South Africa, lead on the planning and program management of ITSM initiatives and projects for Botswana, Namibia, Swaziland and Ghana
• To train the users continuously on POS operations in shops
• Defined project plan and timelines (Prioritization), Resource allocation & mapping, Status reporting, Ensuring sign off from all stake holders prior release.
• Installation configuration and administration of windows NT/2000/2003 Server and Advanced Server, network devices, LAN/WAN, Switches, Hubs and Routers.
• Installation, Configuration & Troubleshooting to users for office Automation software
• Managed Team of IT support, generating SLA report, Purchase orders, Asset documentation
• Involved in setting up Entire Sarin Mumbai office IT and Support Dept. Setting up
• LAN/WAN, MS Exchange 2003 Server, File server and Tally accounting Software.
• Responsible for entire customer support activities keeping maximized customer satisfaction,
• Healthy MIS generation for senior management and other concern departments.