SUMMARY

Senior Project Manager/Business Analyst with over 10 years of work experience spanning client - server technologies, open source technologies and software-as-a service. I have served as Project Manager/Business Analyst on Fortune 500 engagements for over 5 years. I have managed end-to-end development and deployment of software applications and products with in-depth understanding of the complete SDLC processes with cross-functional teams of up to 50+ members.

TECHNICAL SKILLS

Development Tools / Languages: HTML, XML, Javascript, php (Client and Server), Macromedia Dreamweaver, Visio, Macromedia Contribute

Operating Systems: Win 7/95/98/NT/2000/XP/ DOS

Middleware / Databases: MySQL Community Edition, Centran v4.0, Oracle

Cloud/Office: MS Office, SmartSheets, Microsoft Project, JIRA for issue tracking, Confluence, Filezilla, Box.net, SharePoint, Gliffy, Lucid, GotoMeeting, WebEx, Nutshell

Software/Products: Salesforce.com, balsamiq, SugarCRM, Clarabridge Navigator for Sentiment Analysis

Project Management: PMI Framework, MS Projects, SDLC, Agile, Scrum, basecamp for collaboration

PROFESSIONAL EXPERIENCE

Confidential

Project Manager

Responsibilities:

• Leading rollout project for the implementation of automated contact for nationwide Spectrum MOBILE service launch; $3 mn/+ annual engagement including multiple applications
• Scope management using SmartSheets for tracking of program parameters and schedule; 53 different notification templates documented/defined/delivered for Spectrum MOBILE rollout June 30
• Leadership for team of Business analyst, implementation engineer, QA analyst and tier I support lead
• Hosting daily virtual checkpoint meetings
• Budget management for professional services and customization initiatives
• Updating backlog for bi-weekly sprint planning sessions
• Managing all the communication, co-ordination and status reporting with client and all other stakeholders; war room planning
• Level 1 support management, incident response

Technologies, Applications - Angular, REST API, MySQL, JIRA, SmartSheets, MS Office, twilio, sendGrid, proprietary call progress manager, SOAP UI for testing, JIRA, Confluence

Confidential

Business Analyst

Responsibilities:

• Author/manage requirements for the implementation of field services applications (~2,500 field users) on Android devices for Cencon lock support
• Feasibility included design and testing on Android Nexus Tablet
• Performing day-to-day project management activities leading to OnSite review with Confidential team
• Managing all the communication, co-ordination and status reporting with client and all other stakeholders; developing optimal price model for hosted applications for OTC field app

Technologies, Applications - J2EE, Android v4.x, MySQL, Samsung Galaxy S5 as target device, OTCAnywhere v3.6 on Google Play

Confidential

Business Analyst

Responsibilities:

• Leading project for the implementation of outbound notifications for service disruption (DOCSIS/FIBER) across email/SMS/IVR
• Beta rollout included Round Rock as test market (1,700 eligible accounts).
• Followed the global delivery model and performing all the day-to-day project management activities
• Managing all the communication, co-ordination and status reporting with client and all other stakeholders; developing optimal price model for cloud hosting app for enterprise rollout
• Leading project for the implementation of CYNC Loan Monitoring on Amazon Web Services
• Project involved feasibility and cost benefits of migrating from EngineYard to AWS
• Following the global delivery model and performing all the day-to-day project management activities
• Managing all the communication, co-ordination and status reporting with client and all other stakeholders; developing optimal price model for cloud hosting services at EngineYard and Amazon

Technologies, Applications - Ruby on Rails, EngineYard, GitHub, MySQL, Flex, Amazon Web Services, LucidChart for Collaboration, Basecamp for Project Management

Confidential

Project Manager

Responsibilities:

• Managed requirements for of $1.2 million annual engagement for Outbound Automated Customer Communicatons and Integration with Amdocs Billing System
• Development of Best Practices in Outbound Customer Care Messaging to Reduce No-Shows and Optimize Service Delivery for Trouble Ticket Management across Central Division Amdocs markets
• Worked with client project sponsor (Director of Fulfillment) to effectively manage project scope
• Arranged technical architecture brain storming and review sessions
• Managed overall project coordination including resource and tasks allocation
• Worked closely with all technical project leads to keep the project deliverables in sync
• Coordinated with other interdependent project managers and leads
• Coordinated for all the project documentations and deliverables with sign offs from the client
• Guided the release and environments management team
• Worked on step by step cutover / deployment plan with roll back option
• Coordinated various testing cycles - Integration, Performance, User acceptance testing
• Facilitated the approval of the deployment Go/No Go discussions and decisions.
• Coordinated all the deployment activities and documentation updates
• Facilitated various recurring meeting - daily and weekly status meeting, change control board, Project control board, defect triage meetings, onsite - offshore sync-up calls etc.

Technologies, Applications - MySQL, Call Progress Management, LogiXML for BI, SmartGWT, php, Web Services, JMS, Automize, Box.net for Collaboration, Cisco VPN Client

Confidential

Program Manager

Responsibilities:

• Provided Program management leadership in design, development and delivery of automated feedback management solution supporting healthcare counselling teams across Eastern Canada
• Designed survey instrument for feedback collection over automated, outbound phone interactions
• Delivered on-site survey solution built on HP Proliant server pack and Cisco gateway(s)
• Designed and modified executive reporting templates for satisfaction score calculation(s)

Technologies, Applications - MySQL, Call Progress Management, Cisco gateway series for analog-SIP, proprietary soft switch, Remote Desktop, Box.net for Collaboration

Confidential

Business Analyst

Responsibilities:

• Successfully managed and validated requirements for hosted service for automated service support
• Project goal to automate inbound inquiries to dispatch team for one-time transactional codes (Cencon open code and close seal from field service team)
• Ownership of geographically dispersed delivery model for Business Continuity
• Exceeded automation goal of 80% by over 10 % points within first month of delivery

Technologies: C, .NET, html, Proprietary Call Progress Management, Kaba Mas Centran v4 for Cencon middleware (electronic lock control), Visio for call flow documentation, VoIP, PRI, Automated Call Forward, Least Cost Routing