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Program Manager Resume

Richmond, VA

SUMMARY:

  • Leadership/ Engagement Management/ Service Delivery Management/ Risk Management/ Process Engineering/ Strategic Planning/ Collaboration/ Negotiation/ Communication/ Conflict Resolution/ Pricing & Proposal/ Design Thinking/ Innovation
  • IT professional with more than 14 years of comprehensive consulting experience with more the 8 years in project management, in application development and maintenance in various industry verticals like pharmaceuticals, financial consulting and manufacturing.
  • Wide range of Technology exposure in managing engagements that includes SAP, Document Management, Regulatory and compliance, Learning Management, Mobility and Security Services.
  • Long track record in successful service delivery with consistent revenue growth, customer relationship management, driving technical innovation and managing large team.

SKILLS:

  • Program and Project Management,
  • Service Delivery Management
  • Transition Management
  • Customer Relationship and Stakeholder Management,
  • Change, Release and Risk Management
  • Business Development
  • Status reporting
  • Delivery Optimization through Lean and Six Sigma
  • SAP ABAP
  • SAP functional modules like SD, MM, FICO
  • SAP Mobile and Web Development using BSP
  • JQuery and Angular JS
  • SharePoint
  • Identity and Access management using Okta
  • User ID and Access Management
  • HP Quality Center
  • ITIL Framework
  • ServiceNow and Remedy
  • MS Office
  • Pharmaceuticals
  • Financial
  • Manufacturing

PROFESSIONAL EXPERIENCE:

Confidential, Richmond, VA

Program Manager

Responsibilities:

  • As a program manager for application maintenance and support engagement for several applications like SAP, O365, ServiceNow etc, brought stability in account since joined in Aug 2017.
  • Key responsibility involved tracking and monitoring service delivery, manage escalation, business stakeholder management, customer relationship management.
  • Improvement in productivity by reducing manual effort for several tasks through automation and problem management

Confidential, Irvine, CA

Program Manager

Responsibilities:

  • Worked as Program Manager of Application and Maintenance Support for various applications like, SAP, Documentum, Learning Management System (LMS), SharePoint, Identity and Access Management (IAM) with a team size of more than 150 members with responsibility of delivery, customer relationship management and business development.
  • Established better coordination between onsite and offshore team through onsite - offshore model and AMS delivery structure.

Application and Maintenance Support

Confidential

Responsibilities:

  • Service delivery management for SAP and Non-SAP applications like LMS, SharePoint, Identity and Access Management, security operation and User ID Maintenance
  • Carried primary responsibility of Tracking and monitoring SLA and SLO adherence on daily basis and overall ownership of AMS engagement.
  • Engage in daily operational call, preparation of daily, weekly and monthly status report and engagement KPI and metrics.
  • Coordination with non- Confidential teams like infrastructure and Service Desk operations.
  • Facilitated discussion and conflict resolution between teams, client teams and external vendors.
  • Involvement and contribution during any high priority issue (P1/Major incident) conference call.
  • Experience in ITIL framework including Incident, Change, Problem management and Service Requests.
  • Automated the process of report (Dashboard/Monthly status report) generation using Excel macro.
  • Leading Problem management, Confidential analysis, automation and service improvement initiative in Confidential SAP engagement. 100+ value adds in 7 months.
  • Automated weekly Confidential analysis process using machine learning algorithm and natural language processing and reduced 40% of manual effort.
  • Productivity analysis and process optimization

Confidential

Senior Technical Consultant

Responsibilities:

  • Project management for development projects like SAP consolidation, HR integration between Workday and SAP.
  • Established SAP mobility development strategy and framework for US based client. Developed 4 mobile applications using BSP, JQuery and Angular JS framework.
  • Automated the mass credit card processing for AP team which reduced manual effort by more than 60%.
  • Automated the process of shopping cart delegation in SRM area. Helped to reduce the incident count related to shopping cart delegation by almost 100%
  • Received Best Project Manager award several occasions
  • Received Best Innovative Solution award in ABAP solution and tool design competition.
  • Project management for development projects Signature automation application (.Net based custom application development) and Regulatory publishing for R&D
  • Successfully managed SharePoint migration project to move sites from On-Premises to Cloud (Office 365)
  • Project cost management/productivity improvement through resource optimization, automation, productivity analysis, Lean and Six Sigma
  • Developed tool to capture effort and productivity
  • Received EAS Excellence award for leadership and mentoring
  • Successfully managed simultaneous transitions for SAP AMS support from 2 different incumbents for 5 SAP landscapes with an extremely stringent timeline of 3 months
  • Successfully managed transition for User ID and Access Management (UAM) and Security Operations for Confidential global user-base.
  • Completed successful and smooth transition for SAP Basis AMS support from incumbent vendor with no impact to service delivery and end user satisfaction.
  • Successfully managed smooth transition for SharePoint AMS support and Identity and Access Management support (IAM) despite of change in IAM architecture

Tools: and Technology Involved: SAP ECC, SRM, CRM, ITIL Framework, ServiceNow, Remedy, Clarity PPM, Confidential Proprietary tools for project management, MS Office, Excel, JQuery, AngularJS framework, SOA, Mobile and WebApp development, Plateau LMS, Cloud computing, Document/Content Management.

Confidential

Project Manager & Solution Architect

Responsibilities:

  • Worked as Project Manager and Architect and provided end-to-end design solution for all the interfaces.
  • Achieved a technically challenging task of establishing interfaces between SAP and LIMS as the LIMS system was outdated.
  • Delivered the project on time despite of very tight schedule, strict deadline, limited resources and technically challenging implementation.
  • Managed customer expectations on quality, addressed customer concerns over timeline and feasibility
  • Achieved ‘zero defects’ in UAT and system integration testing.
  • Received ‘Special award’ from customer for the success of the project

Tools: and Technology Involved: SAP QM, PP Module, ABAP, FTP, MS Office, MS Project

Confidential

Offshore Delivery Lead

Responsibilities:

  • Lead a team of more than 80 ABAP resources and managed over 500 WRICEF developments, including more than 50 interfaces, in a very strict timeline.
  • Owned delivery responsibility for delivery of WRICEF developments in varying technical areas like ABAP, CRM, Workflow and eSOA.
  • Proactively taken the responsibility of status monitoring and Dash Board reporting for all towers in project.
  • Developed tool to automate the process of dashboard reporting in complicated development environment and varying reporting needs for higher management. The tool saved almost 2 hours of daily manual effort of collating data on development updates.
  • Provided technical input on all performance and quality strategies for the project.
  • Took part in SMART SAP initiative - Competency building program for Confidential SAP team

Tools: and Technology Involved: SAP SD Module, ABAP, SAP Workflow, MS Office, Confidential ’s Proprietary tool for project management

Confidential

Senior Technical Consultant

Responsibilities:

  • Worked extensively on various modules like SD, HR, FI and PS and integrating them in a single system for PTS migration. Instrumental to complete the project on time with no major defect
  • Worked as sole senior consultant to troubleshoot workflow related issues and FI related support issues for Confidential ’ in house SAP system).
  • Performed seamless transition from incumbent when Confidential acquired Deloitte Property Tax
  • Supporting interface related issues involving SAP XI (PI)

Tools: and Technology Involved: SAP FICO Module, ABAP, SAP Workflow, MS Office

Confidential

Senior Technical Consultant

Responsibilities:

  • Involved extensively in the design & development of Cash Basis Accounting solution in GFS using Special Purpose Ledger.
  • Developed critical workflow to automate and establish approval process the AP invoice process, including enabling it for Web
  • Worked extensively on FI substitution and validation.
  • Worked as onsite coordinator for offshore ABAP resources.
  • Worked on performance tuning to tune several long running programs.

Tools: and Technology Involved: SAP FICO Module, ABAP, SAP Workflow, MS Office

Confidential

Technical Consultant

Responsibilities:

  • Extensively worked in tuning several custom programs to improve their performance
  • Involved in working extensively on onsite-offshore model.
  • Providing solution to critical technical issues and troubleshooting the issue with performance of several programs
  • Performing load test of the system and analyzing the root cause of any performance issue.
  • Involved in extensively working with SAP provided tools like Runtime Analysis, SQL Trace, Work Load Analysis and some tools developed by Confidential .

Tools: and Technology Involved: SAP ABAP, MS Office

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