TECHNICAL SKILLS:

Active Directory, MS Exchange System Manager, User Administration on Windows, Application packaging, Windows Server Administration, Networking, ServiceNow, Remedy, JIRA

PROFESSIONAL EXPERIENCE:

Confidential, Florida

Project Manager

Responsibilities:

• Managing projects portfolio, utilizing Agile, Scrum, Waterfall methodologies, like
• Application development, deployment, upgrades & enhancement
• Hyperion Financial Management
• Oracle ERP R12
• ServiceNow
• Tableau
• Qlik
• Infrastructure deployment, refresh & upgrade
• Windows Server 2012R2
• Storage upgrade
• Wireless infrastructure upgrade
• Database upgrade
• Customer experience enhancement
• Implementation of Self - service portal
• Implementation of Chat Bot, NLP engine
• Slack enterprise grid
• RPA based automations
• App based dashboards
• Cloud migrations
• Google Cloud
• AWS
• Azure
• IT Security
• Patch management and Vulnerability reporting
• Single Sign On
• Defining, Implementing & ongoing execution of Change & Release Management process
• Defining organization change management process
• Enabling tools for organizational change management
• Governing recurring CAB/CCG/Release meetings for Go - No-Go Decisions
• Increased availability of mission critical services from 85% to 99% using Six Sigma
• Reduction in effort spent by 20% over a year, leading to cost savings and speedy delivery
• Managing onsite (20%) and offshore (80%) team
• SOW & Contract Management
• Transitioning of IT services (Application, Infrastructure & Service Desk)
• Managing the complete life cycle of transitioning new & inflight projects to Operation teams
• Implementation, tracking compliance & improving the cross functional processes
• Implementation of PMO function and enabled data driven business insights
• Tracking and managing overall SLA & KPI
• Implementation of data driven automations and publishing ROI to executives
• Ensuring compliance to GDPR, ISAE, SOX audits

Confidential, Wisconsin

Responsibilities:

• Utilizing Waterfall & Agile methodologies for project like:
• SAS 9.4 implementation, integration & upgrade
• Upgrade of internal audit application handling client sensitive data
• Upgrade of internal financial application used by sales, AP, AR
• Predictive Analytics initiative
• Enterprise Automation & Orchestration
• Upgrade of telephony & fax system
• Data center redesign initiative
• Office 365 rollout
• Managing Scope, Schedule, Cost, Resources, Risks & Issues required to deliver the project
• Executive level review of project & Stage gate review for ongoing funding
• Six Sigma initiative to increase the successful back up rate from 75% to 98%
• End to end delivery of project and the outcomes
• Managing changes, risks, issues associated with the project and creating mitigation plans
• Track, report and highlight any deviations from the plan, design and implement correct plans to meet the project objectives on schedule and in budget
• Implement Lean principals during project execution phase to bring in efficiencies
• Managing onsite (10%) & offshore (90%) project team
• SOW & Contract Management

Confidential, Wisconsin

Responsibilities:

• Google email service rollout project
• Managing supply chain for end user computing across 54 countries
• Managing hardware implementation and refresh projects
• Managing OS and software upgrade projects
• Hardware and software asset management
• Managing 6 vendor contracts including vendor performance, commercials & credits
• Executing the OS Upgrades, package rollouts, site moves, hardware refresh projects end to end
• Designing solutions & processes for support (Executive support process, Hub & Spoke model, BYOD, Data center support)
• Implemented Six Sigma improvement initiative to increase engineer efficiency by 25% and reduce end user downtime to 1% from 9%
• 25% reduction in TCO year on year for 3 years
• Managing service transition & creating SOP & documentation for ongoing support
• Managing globally distributed team

Confidential, Phoenix, AZ

Responsibilities:

• Managed POS upgrade, asset refresh and upgrade projects
• Six sigma-based service improvement to reduce effort and TCO by utilizing automations like self-help portals for users & tools for the support team
• Managing and completing the transition & implementation for global service Operations
• Creation & Implementation of technical & Process SOP & Training material including SMTD & EPD for the SD team
• Defining and documented IM, MIM, and VIP User Support Process along with 5 other Operational processes
• Implementations of data driven processes for operational hygiene & excellence to increase user experience
• Onboarding of Service Operation Analysts, Leads & Manager
• Responsible for managing globally distributed team (NA-25%, Europe- 50%, Asia 25%)
• Managed complete End User Computing Supply chain for hardware & software for 45 global sites including consumer sale stores, corporate HQ
• Executing the OS Upgrades, package rollouts, site moves, hardware refresh projects end to end

Confidential, NY

Responsibilities:

• Exchange server migration from 5.5 to exchange 2003 project with zero downtime to end users
• Ongoing support for end user computing, server administration, data center management
• Driving improvement initiatives to reduce overall response and resolution time of end user requests leveraging lean principles
• Managing onsite (40%) and offshore (60%) team

Confidential

Responsibilities:

• Managing ongoing support for windows server, email exchange server, Active Directory and User Administration
• Ongoing support for end user computing, server administration, data center management
• Driving improvement initiatives to reduce overall response and resolution time of end user requests leveraging lean principles
• Data analysis using MS Office tools (access, excel)
• Team performance management