PROFESSIONAL EXPERIENCE

Confidential

Program Manager

Responsibilities:

• Managed multiple development projects for Confidential DotCom website.
• Conducts daily / weekly status meetings with the relevant Confidential stakeholders to update the individual project status.
• Conducts weekly / Monthly status meetings with Confidential Management and presents project progress status dashboards along with financials.
• Conducts daily / weekly / Monthly with project team members to capture the progress status of individual projects.
• Conducts and presents the project financial status to Confidential Stake holders on weekly basis.
• Presents the financial forecasts to Confidential and Confidential team on by - weekly basis.
• Owned Project Management, Resource Management and Financial Management.

Confidential

Program Manager

Responsibilities:

• Managing 16 member team across globe (India, China, Mexico, US and UK) to support IPOS product for Confidential retailer.
• Conducts weekly status meetings with the customers across globe and presents the project status.
• Project Delivery within specified timelines meeting the SLA and KPI measures.
• Owns Incident management, problem management, change management, request fulfillment, business continuity management and capacity management of ITIL framework.
• Initiating continuous process improvements as a part of Delivery Transformation.
• Communication Management with multiple teams to ensure the synchronization with different application teams.
• Received appreciation from Confidential Europe IT Lead for demonstrating strong leadership and ownership skills in handling and driving to closure of major incidents in UK.

Tools & Technologies: MS Office 2007 and ECube

Confidential

Program Manager

Responsibilities:

• Managed three prime projects - User Access Management, Identity Management & Platform Security Assessment.
• It is a support based engagement comprising of 22 member team in - onsite and offshore model.
• Conducts weekly status meetings with the customers of respective projects to update the project status and to receive feedback.
• Project Delivery within specified timelines meeting the SLA and KPI measures.
• Conducts Monthly status reviews with Confidential Management and Quality team.

Tools & Technologies: MS Office 2007, C-Pro and ECube.

Confidential

Project Manager

Responsibilities:

• Managed diagnostics support and alarm monitoring of Meridian PABX project with team size of 26 members in 24/7 support model.
• Conducts weekly status meetings and presents weekly status dashboards with the clients.
• Project Delivery within specified timelines meeting the SLA and KPI measures.
• Conducts Monthly status meetings and presents monthly dashboards with Confidential Management and Quality team.
• Owns Incident management, request fulfillment, business continuity management and capacity management of ITIL framework.
• Initiating continuous process improvements as a part of Delivery Transformation.
• Account level SPOC for Security audit in Chennai region.

Tools & Technologies: MS Office 2007

Confidential

Senior Technical Specialist

Responsibilities:

• Designing and documenting solutions for new contact center projects.
• Responding to RFPs.
• Providing Scope of Work for new Contact Center projects
• High level Project Plan creation for Contact Center engagements

Tools & Technologies: MS Office 2007

Confidential

Technical Specialist

Responsibilities:

• Designing and documenting solutions for new contact center projects.
• Responding to RFPs.
• Providing Scope of Work for new Contact Center projects
• High level Project Plan creation for Contact Center engagements
• Analyzing the current state architecture of Nationwide Call center.
• Requirements gathering for future state contact centre.
• Providing high level design on Integrating Genesys framework with ITSD call center components - Avaya PBX, Siemens PBX, Peregrine Helpdesk application, Genesys softphone, Witness call logger and IEX Work Force Management.
• Providing Technical Design document on integrating Genesys framework with ITSD call center components.

Tools & Technologies: Avaya PABX, IEX, Peregrine Helpdesk application, Avaya CMS, MS Office products.

Confidential

Senior Project Engineer

Responsibilities:

• Involved in all stages of project life cycle starting from requirements gathering till Implementation of Online Trading IVR application.
• Integration of IVR application with Siebel CTI through Avaya CentreVu.
• Integration of IVR with Definity PBX.
• Development of interface between IVR application and Tandem Host using XML over http.
• Development of administration module for data uploads using Visual Basic.
• Development of CTI interface using Dialogic CT Connect APIs in Visual Basic.
• Front End screen pop development.
• Development of middleware application using Visual basic to integrate IVR application, Screen pop application, SQL database and backend POS server.

Tools & Technologies: Visual Basic 6.0, Dialogic CT Connect, SQL 7

Confidential

Developer

Responsibilities:

• Regular meeting of the clients for requirements gathering phase.
• Database management of employee medical records and medicine details.
• Performed front end screen design, backend integration and code development phase.
• Involved in modular and end to end testing of project phase.
• Involved in project implementation phase.

Tools & Technologies: Visual Basic 5.0 and SQL