SUMMARY

• Senior Project & Program Manager with more than 14 years of experience in managing multiple projects ranging from 100K - 15 Million dollars. Managed the implementation of digital E-Commerce channels (Online, Mobile Banking) Mobile Voice biometrics, Genesys Mobile Engagement, CRM, Oracle AML Mantas, Contact Centers (Cisco, Avaya, Genesys IVR, Routing) E- Procurement, SAP-HR ERP, Credit/Debit Cards applications, LAN/WAN network Infrastructures, Data Centers, Cisco VOIP/IP-Telephony solutions & IBM/HP Servers in the Banking, Insurance, Health, Telco, Services & Public sector.
• Skillful in managing projects as per the SDLC, PMI and Agile standards for the multinational organizations
• Skillful in managing cross functional teams in business & IT groups throughout the project life cycle phases
• Experienced in developing Project charter, scope definition, project schedule, RACI, WBS, cost/ resources estimation/identification, stakeholder management, change management, quality assurance/control, risk management, scheduling resources, conduct daily/weekly status meetings, SOWs review, vendors’ evaluation, RFP/RFI preparation, forecasting revenue, tracking, closing & resolving issues
• Skillful in weaving client business vision and translate into program scope & objectives to deliver the end product as per the consumer expectations
• Experienced in leading on-shore & off-shore cross functional project teams of 10-30 individuals, based in USA, Europe, Canada, Spain, Middle-East & India
• Skillful in maintaining relationship with business partners & executives at VP, SVP & EVP level on project progress, briefing, constraints & challenges
• Skillfully coordinate with Legal, Audit, Compliance & IT security groups for the security and legal implications of digital channels
• Skillful in vendor management, vendor selection, solution evaluation & contract negotiation
• Experienced in managing & leading on-shore & off-shore project & operation teams of 10-80 individuals
• Highly skilled in budget management and managed projects ranging from 100K to 15 Million
• Delivered large-scale multiple projects with maximum ROI and at the lowest possible cost
• Detail oriented with excellent analytical, project tracking, Issue logging and management skills
• Demonstrated successful delivery of assigned projects within the allocated budget & time
• Result-driven, customer centric with excellent communication and negotiation skills.

PROFESSIONAL EXPERIENCE

Confidential

Project/ Transition Manager

Responsibilities:

• Responsible for managing the transition from Avaya- IP telephony to Cisco IP-Telephony Infrastructure
• Responsible for the estimation, planning, scheduling, risk management, tracking, status reporting, resolving conflicts/issues and coordination with business and technology partners
• Managed the migration of Avaya to Cisco CUCM/ Call Manager for 26000 plus users situated at different locations
• Responsible for the deployment of Cisco 8851 IP-Phones, 8831 Conference phones, Jabra Stealth, Cisco Jabber, Jabra Evolve & Jabra Speak
• Responsible for the coordination with end-client Engineering, Infrastructure and Network operations team for the deployment Cisco POE switches, Fibre, IP-Telephony & LAN infrastructure
• Prepared Cisco UCCE, NICE Call Recording, IEX WFM and CUCM primary and DR servers, databases configurations document for the Data Center operations staff
• Conducted knowledge transfer sessions for Cisco UCCE, Cisco ICM, Cisco CVP, NICE and Cisco CUCM solutions for the end-client operations’ team.

Confidential

Senior Project Manager

Responsibilities:

• Responsible for the program and project management and managed projects as per the SDLC and Agile methodologies
• Responsible for the project management, estimation, SOWs preparation, RFP/RFI preparation, project status, conduct weekly status meetings, risk assessment, change management, forecasting revenue, tracking, coordination with resources, resolving issues, 3rd party subcontractors & business stakeholders
• Managed projects as per the SDLC and Agile methodologies
• Integrates project plans at program level creating estimating models, refine plans and manage performance against it
• Responsible for the deployment of Eservices, Webchat, Social Media & Click2 Dial web based solutions
• Managed the deployment of Genesys CTI, GVP/IVR, Routing, E-Services, Outbound and IP Telephony solutions
• Planned and managed the servers and databases rollout for the end clients
• Responsible for the servers sizing and LAN/WAN assessment to deploy the applications
• Responsible for the pre-sales of Contact Center solutions
• Coordinate with partners and project team to deliver the solutions as per the customer requirement.

Confidential

Senior Project Manager

Responsibilities:

• Managed multiple programs and projects for the multiple clients using SDLC & Agile methodologies
• Responsible for developing Project charter, work plans, project schedule, estimation, SOWs preparation, scheduling resources, reporting project status, conduct weekly status meetings, risk assessment, change management, forecasting revenue, tracking & resolving issues
• Responsible for the management of scope, budget, schedule, budgetary estimates, risk mitigation, coordination with resources, 3rd party subcontractors & business stakeholders
• Managed the deployment of Workstations & desktop applications for the call center users
• Managed the deployment of Mobile Engagement solutions
• Responsible for the deployment of Eservices, Webchat, Social Media & Click2 Dial web based solutions in insurance sector for Group Benefits & Retirement line of businesses
• Managed the deployment of Genesys GVP/IVR, CTI, Routing, Reporting, Advisor, EZPulse, Outbound, SIP IP- Telephony Server, GIR, Blue Pimpkin WFM, GAX, VHT, E-Services & Conversation Manager solutions for the multiple organizations
• Managed the deployment of AIX-OS on IBM blade servers, SQL Server/ Oracle databases for the deployment of contact center solutions for the multiple clients in their data centers
• Managed the contact center applications deployment in the cloud environment using virtual servers on VMware and HyperV
• Managed the deployment of Audiocodes-GNRA solution for LAN/WAN/ IP-Telephony infrastructure
• Responsible for the pre-sales and POCs of the new applications.

Confidential

Program/ Project Manager

Responsibilities:

• Managed projects as per the SDLC and Agile methodologies
• Responsible for developing project charter, scope definition, project schedule, RACI, WBS, cost/ resources estimation/identification, stakeholder management, change management, quality assurance/control, risk management, scheduling resources, conduct daily/weekly status meetings, SOWs review, vendors’ evaluation, RFP/RFI preparation, forecasting revenue, tracking, closing & resolving issues
• Managed the implementation of Genesys Web Chat solution for Group Benefits & Retirement line of businesses
• Managed the contact centers applications/ call flows migration of Sun Life Tier-2 Contact Centers, dispersed globally from the Nortel to Avaya Aura platform
• Managed the migration of US-IVR application on VXML Platform for the Sun Life Financials Group Benefits & Retirement line of businesses
• Managed the deployment of Avaya Aura (AACC), experience portal, Geo Redundancy servers, WFO, Proactive dialer, Multimedia (Email /Web chat) for the multiple clients
• Managed the deployment of Avaya Aura solution in the cloud
• Managed the implementation of Canadian IVR reports and transformation of data into Siebel Analytics databases for the centralized reporting
• Responsible for the presentation & POC of new digital initiatives such as Voice Biometrics for Online mobile banking, Contact Center & CallVu mobile application & SMS alerts via web portal to the multiple clients
• Developed project charter, project schedule, scope definition, WBS creation, cost estimation, resources estimation, quality, communication, procurement, risk, stakeholder identification/management and direct, monitor project scope, schedule, cost, quality, communication and procurement
• Facilitated requirement gathering/discovery and architecture design sessions with business stakeholders for the new initiatives and managed the build, development, SIT, UAT and production roll-out phases
• Facilitated the technical and business knowledge transfer training session
• Lead 5-15 individuals on-site/ remote based in US, Canada and India for the deployment IVR and Genesys Webchat applications.

Confidential

Project Manager

Responsibilities:

• Managed & developed project schedule, identified project risks and resolved project related issues
• Coordinated with project staff, setup status meetings to discuss project related issues and deadlines
• Worked closely with the Project Teams, relevant stakeholders pertaining to the scope creep, change in requirement, risks and other project related issues
• Responsible for the risk management, issue management, change management and project status reporting to the top management
• Managed the migration and transformation of Contact Center application from Nortel Symposium to Genesys platform
• Managed the WFM integration, Call control & Outbound dialer with Genesys & CRM
• Facilitated & lead implementation plan review with the relevant stakeholders & ensured milestone are achieved on time
• Coordinated with IT, Business Analysts & Vendors from the application, testing & Infrastructure migration perspective
• Conducted weekly project status meetings with relevant stakeholders

Confidential

Senior Project Manager

Responsibilities:

• Managed the projects as per the SDLC & Agile standards
• Responsible for developing project charter, scope definition, project schedule, RACI, WBS, cost/ resources estimation/identification, stakeholder management, change management, quality assurance/control, risk management, scheduling resources, conduct daily/weekly status meetings, SOWs review, vendors’ evaluation, RFP/RFI preparation, forecasting revenue, tracking, closing & resolving issues
• Managed the deployment of Online Banking Web based E-Commerce solution for the E Banking transactions and Mobile Phone top-up, Utility bills payments
• Managed the discovery, design, development, testing & deployment of Online banking, Mobile banking, Contact centers, Credit/Debit cards, CRMs & E-Procurement applications as per the stake-holder’s requirements
• Managed the deployment of Oracle AML Mantas, Mobile banking, Online banking, Credit cards applications and integrated with core banking applications residing on IBM AS-400 and Mainframe
• Managed the deployment of ETL and Infomart
• Spearheaded the implementation of HBL 200 seat IP Contact Center with a full suite of Avaya media servers, Avaya gateways, Avaya CMS Reporting, Avaya SIP, Avaya AES, Avaya SES servers, Genesys Voice Portal/IVR, Genesys CTI, Routing, CRM, Genesys Outbound dialer, IEX Work Force Management System, NICE Voice recording, Reporting and Genesys Multimedia Solution (Email & Web Chat) applications
• Managed the deployment of Cisco Access POE 3560 series, Cisco Core (4500/ 6509 series), Routers & Firewalls
• Coordinated with Telcos for the deployment of E1/E3, ISDN PRIs, dark fibre & ONU.
• Managed the integration of CRM, IVR, Online and mobile banking applications with the back-end core banking applications
• Managed the end-t0-end deployment of 2 nd DR Data center in east Malaysia
• Managed the deployment of Avaya and Genesys solutions in the cloud
• Conducted end-to-end stress test on contact center applications using Emprix Hammer
• Managed the deployment of LAN/WAN & Cisco IP-Telephony infrastructure
• Translated business requirements to the project team and vendors
• Liaised with Consumer banking, Retail banking, Commercial banking, Treasury & IT groups key stakeholders to come up with the vision, strategy & business plan to implement the digital channels
• Facilitated requirement gathering/discovery and architecture design sessions with business stakeholders for the new initiatives and managed the build, development, SIT, UAT and production roll-out phases
• Responsible for the vendor and solution evaluation
• Lead onsite/ virtual cross functional teams of 10-30 individuals based in Middle-East, Singapore & Europe.

Confidential

Project Manager/ Solutions Architect

Responsibilities:

• Responsible for the creation of Project Charter, Project plan, estimated costs, estimate duration, deliverables, risks, assumptions, project sponsors & additional resource requirements
• Managed the deployment of Web based E-Commerce solution for the prepaid mobile phone top-ups
• Managed the deployment of Cisco IPCC, CVP, ICM & Call Manager applications & Infrastructure
• Managed the deployment of Cisco Access, Core and Routers for the LAN/WAN setup
• Managed the Genesys upgrade of DHL Multi-site contact center, spread across 9 countries using Genesys, Avaya and WFM
• Provided clients with the value added future advanced technology directions for CRM, Contact Center, IP-Telephony & Network infrastructure solutions
• Developed SOWs & prepared response to RFPs initiated by multiple clients and written project proposals and design documents for CRM, Unified Communication, Contact Center & IPT solutions
• Developed Routing strategies and installed Genesys solutions
• Responsible for the pre-sales and deployment of CRM, IPCC & Cisco Unified Communication solutions
• Managed the team of 10 individuals in Asia Pac (Malaysia & Singapore).

Confidential

Senior Project Manager

Responsibilities:

• Provided project management and technical leadership during the development of required technical solutions
• Developed project charter, project plans, scope definition, WBS creation, cost estimation, resources estimation, quality, communication, procurement, risk, stakeholder identification/management, direct, monitor project scope, schedule, cost, quality, communication and procurement.
• Planned, organized, monitored and controlled work program of project teams according to organization and industry standards
• Managed the deployment of digital channels such as Online banking, Mobile banking & Contact centers as per the stake-holders’ requirements and integrated with back end core banking applications residing on AS-400 and IBM 3270 via ISIS and RPI middleware
• Implemented DR site for Online, Mobile Banking, CRM, Contact Center, Data-Warehouse and developed Business Continuity Plans
• Managed the deployment of 2nd contact center in west Malaysia using Nortel, Symposium, Genesys CTI, Outbound, WFM, CRM, Reporting and IVR intervoice-brite solution
• Conducted stress test on Contact Center and back-end applications using Empirix Hammer
• Presented vision of digital strategy initiatives to the top management
• Managed assigned projects as per the Confidential internal policies, standards and procedures
• Developed RFPs for the new IT projects initiatives
• Participated in vendor evaluation and selection process by providing recommendations based on subject matter expertise.
• Managed the deployment of Workstations, printers and servers for the call center and back office users
• Managed the deployment of Middle-ware to integrate front-end channels such as IVR, CRM, Online banking and Mobile banking with the back end core banking applications residing on IBM AS-400
• Managed the deployment of HP & Dell Servers with Windows server & Linux platform
• Managed the deployment of SQL servers and Oracle databases for the eBanking applications
• Managed he deployment of SAP HR solution
• Managed the deployment of 2nd Data Center from the scratch and implemented servers, raised floor, FM-200 fire control, HVAC, Fire alarms, UPS, Power infrastructure, structured cabling, racks for servers, LAN & WAN infrastructure
• Managed the data center acquisition and relocation for Bank Uttama merger with Confidential
• Developed RFPs for the new IT projects initiatives
• Participated in vendor evaluation and selection process by providing recommendations based on subject matter expertise

Confidential

Project Manager Infrastructure

Responsibilities:

• Developed the project charter and facilitated high level planning including scope, costs, resources, time-frames, technical considerations, project management processes and approaches
• Ensured project management standards, processes and procedures are adhered to Confidential process
• Managed the upgrade of Tele-banking, E-Banking & DSAT applications
• Managed the Data Center upgrade and expansion with the latest technology
• Managed the deployment of IBM Servers and desktops replacing Compaq
• Managed the deployment of Call Center using Nortel, Symposium, NICE, IVR and Genesys CTI solution
• Managed the deployment of LAN/WAN Infrastructure, VSAT and Telecommunication Infrastructure
• Coordinate with Telcos for upgrades and connectivity issues resolution
• Managed the migration of WAN from IBM X.25 to Cisco platform
• Managed the migration of Novell networks to Windows platform at server and desktop level
• Managed the integration of front end eBanking solutions with Core Banking, Debit/Credit cards system
• Managed the enhancement of Card Pro system
• Managed the deployment of Card Authorization Helpdesk to facilitate BOA Card holders pertaining to their card related issues
• Coordinated with VISA, Mastercard and AMEX for settlement and technical issues
• Managed SIT and UAT of all projects, prior to the roll-out in production environment