IT&S Manager with 14+ years of progressive experience supporting and developing systems/products, leading global L2 & L3 engineering/applications/production support organizations, driving enterprise-level projects for revenue growth and operational improvements and leveraging proven leadership and execution skills for solving problems and achieving results

• IT Planning & Delivery
• IT Project & Change Management
• Business Processes Design & Automation
• IT Governance
• ITIL / CMMi / PMI / SDLC Practices
• Budget Administration & Staff Development

PROFESSIONAL EXPERIENCE

Confidential IT MANAGEMENT CONSULTANT Plano, TX 06/12 - 10/12
(A Revenue cycle Management and Supply Chain / Spend & Clinical Resource utilization solutions company (Healthcare/Hospitals))

Hired as a Consultant to map AS-IS processes and Architect/Design TO-BE Business/IT Processes for data center migrations/transformations from vendor hosted facilities to in-house/Colo facilities (in-sourcing)

• Conducted discovery sessions and Interviews to identify, map and document AS-IS business processes including Service desk operations, SLAs, escalations management, Incident Management, Service Requests, IT infrastructure monitoring & alerting (for network, servers, applications and websites), Back up & Restore, Availability Management, Configuration Management, Release Management, Capacity Management and Service Level Management
• Performed Assessments, Identified gaps & risks with the migration and company processes and developed action plans
• Designed & Developed Enterprise Incident Management process, Request fulfillment process, Problem Management process, Business Continuity Incident process, Forms, workflow design specifications & automations and IT Management dashboard utilizing SharePoint 2010 tool. Guide developers for the development, build, test & deployment efforts

Confidential IT MANAGER Richardson, TX 08/11 - 04/12
(A Retail & Pharmacy/PBM (RxClaim) services company, adjudicates more than 3.5 million commercial and Med D claims daily)
Chosen as IT Leader tasked with Managing 24x7 Production support; Triaging Testing, non-production & Release issues for product delivery and implementing IT practices & standards in a multi-vendor outsourced environment

• Led a team of 30+ technical staff (onsite & offshore) and drove team performance on solving problems & providing solutions to internal/external customers for all escalated production issues (iSeries/AS400 platform), incidents, problems, break/fixes, functional/performance issues, SRs, enhancement requests and queries/reports meeting/exceeding SLAs
• Performed demand & forecasting analysis; Managed outsourcing transition; Implemented 24x7 support structure with offshore teams; Applications monitoring; Knowledge Management; Welcome season readiness & support; Implemented ITIL/COBIT/CMMi practices and metrics to track, control and improve quality, efficiencies, performance & productivity
• Drove the performance of multiple vendor teams triaging & resolving release impacting issues during Build & Deployment QA, Regression, Pre-production and client certification testing for the quality & on-time product delivery to the business
• Oversight of programs/utilities implementation for proactively finding build and deployment issues to shorten the cycles for environment readiness for QA/UAT/Regression testing teams. Implemented build metrics by vendors and issues types
• Accountable for IT Operational planning and $2.75 MM budget administration; Oversight of internal & regulatory (HIPAA/ SOX/PCI) compliance adherence & control risks related to PHI/PII data privacy/security; Support Government/CMS audits
• Set direction, Goals and objectives for the department & teams; Annual performance reviews; Hire, coach & develop staff
• Tools used: HPSM, HEAT, MS Project, HP Quality Center, SharePoint, Visio, CA Clarity, Talent management tool

Confidential SOFTWARE ENGINEERING MANAGER Las Vegas, NV 12/09 - 04/11
(A $2B tech company, specializing in design, development, manufacturing, distribution, and sales of computerized gaming equipment, software, and network systems worldwide)

Chosen as Software engineering Leader tasked with managing Response & Service Engineering, Service Readiness, 24X7 L3 escalations & Support, Governance, Applications Support in a Microsoft shop for a 200+ global client base and Lead transitioning the Engineering Support to R&D Center in China

• Built the strong L3 engineering support teams; Lead and Drive team performance on providing solutions to customer issues for all escalated incidents, problems, service requests and product/applications enhancement requests
• Improved customer satisfaction by shortening the backlog & current response and resolution cycles of all engineering
• tickets by meeting or exceeding SLAs. Manage all escalations & work requests to software engineering department and plan resources per customers needs while balancing the demand & capacity and business priorities, impacts/risks.
• Agile systems development in Microsoft shop for all proactive maintenance, hot fixes, enhancements, Break/fixes, performance issues, CRM Integrations and defect fixes efforts utilizing SCRUM methodology collaborating with product management, Build, QA, professional services & account teams for timely product releases & customer implementations
• Established ITIL/ITSM processes; KPIs; Implemented Metrics/Dashboard with 20+ critical reports; Built & maintained Knowledgebase; Governance & Oversight of all gaming regulatory, SOX and internal compliance related/impacted service & support activities including tracking/audit/destruction of all production/privacy data access during/after troubleshooting
• Conducted discovery & planning sessions, Proposed an approach, Trained offshore team on Service desk & Support processes, set up access to labs/tools for tickets diagnosis/troubleshooting and transitioned the engineering support to China R&D center with direct/matrix support structure adhering to regulatory & internal compliance policies/requirements
• Responsible for proving cost effective services to clients, L3 support operational planning & budgeting, Manage talent including hiring/firing/promotions, Annual performance reviews, Coaching & Staff development for effective support
• Picked as one of the leader for the Service committee to implement Cross-functional & service desk processes. Contributed to, architected, designed and Implemented global service operations processes including SOPs, tickets handling, call flows, SLAs, Escalations, Service desk tool configurations, Incident, problem, change, enhancement requests, SRs and custom software development requests. Continuously improve customer satisfaction implementing best practices and standards. Internal & external auditors certified L3 support dept as ISO 9001:2008 compliant
• Tools used: Project Server, Visual Studio, TFS, SQL, HP Quality Center, SAP CRM, HR, SharePoint, Visio, MS Office

Confidential INFRASTRUCTURE/TECHNICAL PROJECT MANAGER Las Vegas, NV 01/08 - 06/09
(A Hospitality/Casino/Entertainment company with properties located in Miami & Las Vegas (start-up, property opening))

Hired to Manage Corporate IT Infrastructure Projects/Programs for a multi-site property opening and Supervise & Administer RFP/SOW process, Contractors, Vendor Project Managers & Technical staff on projects.

• Managed IT infrastructure portfolio, prioritization and prepared program roadmaps aligned to business goals/objectives
• Conducted discovery, requirements analysis, business impact analysis sessions; Consulted and gathered information on number of users belong to each department and their access to all IT applications/Services including wired/wireless/ mobile /remote type access, availability, DR/COB, Demand/Capacity and service level requirements for guest rooms, Hotel/Lodging, Reservations, POS, Spa, Retail, public space, video/TV, Finance, Sales, Marketing, Security/Surveillance,
• Concierge, Conventions, PBX, Call Center, Front Desk, Food & Beverage and corporate offices etc. business processing
• Delivered business & functional requirements, solution designs, IT architectural & technical designs artifacts, prepared master project plans & schedules collaborating with Business, IT & vendors technical staff teams for execution & delivery
• Wore multiple hats in a start-up environment including as a business analyst for business requirements, PMO Design, vendor negotiations & products selection, interfacing role with finance/accounting team for all invoice & payments approvals to vendors for their services and As a Process Architect for service desk/IT operations, ITSM tool configurations
• Spearheaded the implementation of corporate intranet with SharePoint (MOSS 2007) targeted for 9000 users. Designed Info path forms, Automated and implemented workflows integrating with AD & exchange server for multiple business units
• Drove the role based access control (RBAC) security project implementation of Identity & Access Management (IDM) system for User provisioning using SOA based principles & enterprise integration resulting in automation and cost savings
• Designed PMO framework, Developed project management methodology, PMO processes and templates; Managed EPM/PPM tool implementation with project server 2007 enabling PMO Governance and tracking of portfolio of projects
• Planned, coordinated, managed and delivered core IT infrastructure projects include Data center Build & Consolidation, Network (LAN/WAN) deployment, Desktop/Client Infrastructure, Avaya PBX, VOIP, Call center application, Disaster Recovery (DR/COB), JAZZ call accounting system, wired/wireless Internet for all guest & convention rooms for property
• Coordinated for Hotel/Lodging, POS, CRM, EDW/BI, SCM and website launch infrastructure implementations; Implementation of Infor HR self-service (COTS) integrating with HR, payroll & Applicant tracking applications
• Architected & Designed business processes for Service Desk operations and IT processes for IT Operations adapting ITIL practices including tickets handling, workflows, escalations management, SLAs, Reports/Metrics, Network/Server/ Storage/Security monitoring and Access, Event, Incident, Problem, Change, Asset, Configuration & Release management
• Tools used: MS Project, Project Server/EPM, SharePoint, MS office, Visio, Maximo, Active Directory, HotSOS

Confidential IT PROJECT/PROGRAM MANAGER Las Vegas, NV 05/05 - 12/07
(A multi-billion dollar top financial services company, processes 4+ million card transactions per day on IBS platform)

Promoted into a leadership role, tasked with leading cross-functional teams, driving end-to-end IT projects delivery, with budget sizes up to $20 MM and team size up to 80 in a complex EAI/SOA architecture technical environments. Picked as a IT Business partner for transaction Services LOB service portfolio delivery

• Managed Transaction services LOB IT/Service portfolio of projects aligning enterprise architecture including project charter, ROI, Demand management, Resources & capacity planning, Service level requirements, Capacity (current & forecasted data volumes) and availability requirements, Projects prioritization & approvals for funding and service delivery
• Contributed to and lead/facilitated technical deliverables reviews and walkthroughs include requirements / SRS documents, enterprise/solution/technical architecture artifacts, network designs & diagrams, master data management requirements & design, systems interface integrations & design specifications, functional & technical designs, test plans, test cases and performance & load testing plans/approaches aligning to business objectives, requirements & processes
• Spearheaded Citigroup and Federated stores strategic partnership program transitioning and processing of 20 million customers Statements, Payments, Letters and Plastics on IBS platform, resulting EBIT of $200MM
• Headed the transformation of ‘Card Issuance shop floor control’ $5MM program with robust technology architecture & infrastructure implementation for 2 production facilities with a COTS system integrated with backend systems, resulting automation, enhanced production planning and control
• Championed to lead ‘Card Carrier Transformation’ project resulting agility & flexibility to dynamically to add marketing content by end users without IT involvement, resulting products cross-selling and increased revenue for the company
• Led the Citi Brands Loyalty program to offer 2 new card brands with airline miles points/Loyalty program; Launched new brands successfully, estimating EBIT of $34MM in 3 years
• Drove the ecommerce credit operations project of ‘College students new accounts acquisitions’ process utilizing Motorola Handheld devices at campuses and online, estimating EBIT of $10MM in 3 years
• Reviewed, mapped and documented AS-IS statement business processes; Interviewed and consulted business partners and owners, Re-engineered, architected and designed TO-BE business processes for efficiencies improvements
• Direct Hands-on project management activities and experience include stakeholder management; Master project planning ; Scope, Budget, Quality, Time, Resources, communications, Conflicts, Issues and Risk management; team meetings, status reports, Metrics; Lead/facilitate problem solving & decision making meetings/sessions; Lessons learned
• Contributed to Design and Continuous improvement of the Waterfall/Agile/Phase gate project management, PMO & ITSM/ITIL processes methodologies and best practices. Prepared & maintained project documentation; Supported audits
• Tools used: MS Project, Planview, Rational Clear Quest, SharePoint, Lotus Domino, MS office, Visio, BMC remedy
• Career Note: Managed other multiple small/minor projects, Details on request.

Confidential TECHNICAL LEAD / LEAD ANALYST, CONSULTANT Las Vegas, NV 08/01 - 04/05

• Chosen as the technical lead for billed history system application development & maintenance projects with direct hands-on experience include requirements gathering, system analysis & design, design & code reviews, data modeling/ ERD, software architecture, database design, data analysis, programming, unit testing, SIT, UAT and production support
• Led M&A projects include Diners, Citi Associates (20 MM accounts) & Puerto Rico (.5MM accounts) Platform consolidations; data mapping, conversion, migration and loading of billed history to IBS platform resulted in cost savings
• Architected, Designed and built business card billed history system on DB2 platform including disaster recovery planning
• Performance tuning and improvement of batch load programs and response times of customer facing online applications; Proactive applications and database monitoring and notifications and preventive software maintenance
• Implemented fixes (normal, High and emergency) for reactive & proactive production issues after performing root cause analysis and impact & risk assessment of changes to live environment, consulting/collaborating with business/IT teams
• Designed, Developed, and implemented complex reports automating manual business processes and workflows
• Acted as a site Test Lead/Coordinator for the major releases for 20+ applications and drove all integration testing, regression testing and UAT issues resolution (w/root cause analysis) to closure for on time release & products delivery
• Automated & Built tools/programs for unload/load & data recovery with batch jobs for statements history files
• Led and supported applications outsourcing efforts, mentored 3rd party, junior and vendor programmers
• Supported other back-office & customer facing applications for various projects in high transaction volume environment
• Prepared, performed reviews and walkthroughs with projects teams on all artifacts & technical deliverables for approvals ; Helped on outsourcing efforts; Prepared project plans & Assign projects tasks; Mentored Junior & vendor programmers
• Verify and validate that the right versions of the source code/files/database/objects/jobs being deployed into QA/production environments; Followed change control process; Supported build and deployment issues resolutions
• Tools used: COBOL, DB2, CICS, SQL, VSAM, JCL, XML, HTML, IBM Tivoli, Rational Suite etc.; Mainframes platform

Confidential TCS SYSTEMS ENGINEER Hayward, CA & Chennai, India 03/98 - 07/01

• Hands-on applications development, tools & reports development and 24x7 production support of retail systems including merchandizing, financial information systems, POS, GL, AR, AP, HR and Payroll and other internal projects utilizing programming languages C, C++, COBOL, DB2, CICS, SQL, JAVA and other tools

Master of Technology
India PMP Certified from PMI (PMBOK)

Bachelor of Engineering
ITIL V3F Certified in IT Service Management

ADDENDUM

PROFESSIONAL DEVELOPMENT

• ITIL Expert
• IGT Global Leadership Program
• Management Tools for Success
• Performance Management
• Cloud computing
• BPM/BPR/SOA
• Coaching
• Consulting
• Technical Leadership
• ZACHMAN Framework
• Leading People
• Situational Leadership

AWARDS
Service Excellence (Citi Stars): Citigroup Quality Excellence Award (Diners Systems Integration)
Star Player Award: Federated Systems Integration Star Player Award: Billed History data recovery
Directors Award: Business Card Good Pass Award (Team Work)
TOP Award: Quality Leadership TOP Award: Outstanding Newcomer