SUMMARY

• PMI Certified Project Management Professional with more than 12 years of combined professional experience in Project Management, System Development Life Cycle, Project Controls, IT Management, IT Infrastructure Support, and Application Support. Well groomed in renowned multi - national organizations.
• Well versed in communication, negotiation, and project management concepts and methodologies.
• Well versed in MS Project, Excel, Visio, PowerPoint and SharePoint. Proven skills in supporting Senior Project/Program Managers by creating and updating status reports
• Strong understanding of financial terminologies, account reconciliations and accruals
• Excellent analytical, problem solving, organization and time management skills
• Proven ability to gain the confidence of customers, vendors, team members, and senior management.

TECHNICAL SKILLS

Operating Systems: Windows server 2008, 2012, XP, Windows 7, VMware ESX 4.1, Solaris 2.6, Linux, IBM Mainframe TSO, MVS, DOS

Software/Applications: SharePoint, MS Project, Visio, MS Office including Word, Excel, PowerPoint, Outlook. Adobe Pro, Lotus Notes, MS SCCM, Altiris, Attachmate myExtra. MS Exchange Server 2003, Active Directory 2008, Citrix clients/web plugins, PC Anywhere, Remote Desktop, Remotely Possible, Landesk, LogMein, Business Objects, Service Desk PlusERP: SAP FI/CO, JD Edwards, Microsoft AX

Hardware: Sun Enterprise servers, Dell servers 2900 series, Cisco Routers 2800 series, Hubs and Switches. IBM, HP, Dell Desktops and Laptops. Blackberries, Apple iPads, Ricoh 4000 and 5000 series printers.

Networking: TCP/IP, DNS, WINS, DHCP, LAN/WAN connectivity based on Ethernet or Serial Communications. MPLS vLan Switches, Cisco VPN client HTTP, POP3, SMTP, UDP, WAP protocols.

PROFESSIONAL EXPERIENCE

Project Control Analyst

Confidential

Responsibilities:

• Provide support to the PMs to ensure projects are being delivered on-time and on-budget.
• Prepare Project Documents including Project Plan, Stakeholder communication plan, presentations, Bi-Weekly Status Reports.
• Update Schedules, CRs, DRs, Risks, Issues, and Action Items in SharePoint. Manage and track workflows and Action Items on SharePoint.
• Assist, Review, and update Project Budget and Resource Forecasting.
• Ensure all deliverables are created and sent through appropriate approvals. Ensure governance and controls are being adhered to.
• Review Project Milestones/Deliverables and Follow-up with PMs and track the Project costs.
• Consolidate the team project schedules to ensure schedules are integrated at the project level.
• Provide support to the Enterprise PMO office, PMs, and resources.
• Review and Submit Invoices, Project Expense Pre-Approvals, and assist with RFP/RFT/RFQ's etc.

Project Manager

Confidential

Responsibilities:

• Manage and coordinate short-term IT projects of Financial Institutions and Oil & Gas companies.
• Create Statements of Work, Project Plans, Schedules, Gantt Chart and WBS.
• Manage SoWs, and other Project files on project SharePoint site
• Work with SME, Team leads and Project managers to facilitate and coordinate project planning
• Assess risks to the success of the project and take appropriate and timely measures for avoidance.
• Review and track change to the schedules, identify and analyze schedule variances.
• Identify scope deviations; identify risk associated with scope deviations and recommend risk mitigation plan. Monitor costs and performed the variance analysis.
• Track and report project progress against deliverables and milestones. Ensure project results are comprehensible to provider management, client or client steering committee.
• Set appropriate expectations and ensure services are delivered to the satisfaction of clients.
• Provide leadership and direction for resources involved while making adjustments as needed to achieve the optimum results.
• Present and document interim results, cooperate with management, customers and steering committees and carry out reviews.
• Identify and resolve problems, conflicts, risks, constraints, limitations and interferences and errors/omissions with project plans.
• Prepare invoices for customers. Verify Contractor timesheets and prepare summary for Payroll.

Senior IT Support Analyst

Confidential

Responsibilities:

• Built and supported Dell’s Windows XP and Windows 7 desktops and laptops of corporate users of Confidential ’s client North American Construction Group.
• Support involved troubleshooting Windows XP and Windows 7 operating systems problems, fixing boot up errors, network connectivity and network printing problems, and fixing application problems, installation and configuration of variety of applications such as Office 2007, Office 2010, JD Edwards, Crystal reports, Oracle database and Citrix clients.
• Assisted 500 + on-site and remote clients. Active Directory account administration, supporting network configuration and file system architecture
• Participated in IT infrastructure projects which included implementation of video conferencing solutions, Cisco IP Phones, network upgrade to MPLS and PC roll outs.
• Inventory management, coordinated warranty repairs with vendors such as Dell.
• Performed periodic maintenance on the Ricoh printers, Window 2003 servers and routers.
• Ensured consistent and effective delivery of services in compliance with company objectives

Manager - Sales and Customer Service

Confidential

Responsibilities:

• Effectively managed four corporate owned Sales and Customer Service Centers including 4 Supervisors and a team of 40 Sales and Service representatives.
• Led the team while creating a culture of operational excellence which resulted in higher subscriber base, lower employee turnout and increased customer satisfaction.
• Created sales and inventory reports, performed sales analysis, prepared sales forecasts, reconciled reports and provided feedback to the Marketing department for their promotional strategies.
• Monitored and evaluated the performance of the four Supervisors and the team members. Conducted the appraisals to reward the top performers and discipline the poor and weak performers.
• Counseled the staff and organized training workshops to improve the performance to meet targets
• Led company personnel in understanding and complying with the processes and controls over critical business functions, which drive the achievement of management’s financial goals as well as fulfilling fiduciary duties.
• Participated on project steering committee providing advice and recommendations to the team and monitoring progress and direction of the project.
• Liaised with other teams to streamline the operations and resources in the Sales and Service Centers

Team Lead - Service Desk

Confidential

Responsibilities:

• In IBM’s State of the Art Call Center using Tivoli Service Desk call tracking system, I took inbound calls, documented problems and provided phone support
• Supervised a group of 25 customer support representatives in rotating shifts.
• Designed and led specific initiatives and programs with the goal of improving the coordination, consistency and high-touch approach in delivering quality customer service in a reduced time.
• Assisted manager in attracting and recruiting, developing, and retaining skilled, diverse technical resources. Assisted the Manager in creating a group of SMEs (Subject Matter Experts) within the team to support specific applications and train the colleagues.
• Monitored tickets, assessed CSRs performance, created shift turnover reports, acted as a liaison between my team and Tier 3 support teams to escalate the high severity issues.