SUMMARY:

• Over 16 years of extensive experience in Infrastructure Project Management, IT Transformation, Operations Management and Continuous Service Improvement.
• Experience in managing Cloud Migration Projects, implementing On - Prem to AWS cloud platform migration, VDI implementation projects.
• Extensive experience in new infrastructure implementation, transition and optimization projects.
• Certified Scrum Master (CSM ), AWS Certified Solutions Architect, EMC Information Storage Associate (E20-001) and ITIL V3 certified.
• Hands on experience implementing Six Sigma and Lean practices for service optimization.
• Recipient of Star Manager Award ( Confidential ) in recognition of the work done towards successful transition and support enablement for a major US Insurance client operation.

PROFESSIONAL EXPERIENCE:

Confidential, Gold River, CA

Sr Technical Project Manager

Responsibilities:

• Provide technical Project Management leadership by tracking and managing deliverables towards implementing a comprehensive and scalable Virtual Desktop Infrastructure (VDI) solution that enables Confidential contact center agents and developers to connect to their workspace remotely from home or locations outside of brick and mortar offices within US
• Collaborate with Enterprise IT teams to evaluate the optimal architecture that best meets Confidential requirements between Desktop as a Service (DaaS) model, On-Prem (VMware) or Public Cloud (AWS, Azure) Managed Services to design, develop and implement the VDI solution
• Plan, Coordinate and track infrastructure implementation for onboarding a new BPO vendor partner. Major activities include setting up network connectivity infrastructure, implement Confidential security compliance infrastructure, setup desktop build and test Confidential desktop images across 4 BPO locations
• Implemented IT Automation for agent onboarding and off boarding process. Planning, tracking and coordinating consultants efforts for implementing a PaaS based onboarding and off boarding platform with Tray.io
• Implemented Okta-Workday integration project to enable Workday to function as master, integrating Workday with Okta SSO and Active directory to enhance the resource onboarding and off boarding process
• Manage Cloud platform programs. Collaborate with Cloud Platform, CI/CD and Engineering team to track and manage timelines for production readiness of AWS EKS, Kafka, AWS Glue, AWS ELK, AWS Datasync, DMS and other services within the AWS service catalog
• Manage POC for evaluating optimal solution for Encryption and Secrets management( Vault & Twistlock), Kubernetes Stack Management on Platform9, AWS EKS and Automation of Infrastructure as a code service using Terraform
• Collaborate with Cloud Platform teams on AWS governance initiatives such as Service policy standards and Life cycle management, Security events management ( Spunk Integration, ELK Integration, AWS Cloud Watch ), Disaster recovery and High Availability design and AWS Service Cost Optimization ( Spotinst, CloudHealth )
• Conduct the SCRUM ceremonies to manage the project deliverables. Conduct daily Scrum Call with Cloud Platform team and Enterprise IT teams to ensure project deliverables and milestones are tracked and delivered on time
• Negotiate and resolve any project impediments. Facilitate resolution of any issues and blockers faced by project engineers
• Collaborate with the Enterprise IT and Cloud Platform engineers for sprint planning and backlog grooming to effectively prioritize build stories to ensure alignment with project milestones
• Conduct Sprint retrospective session at the end of every sprint to analyze sprint performance
• Create and track project schedule with milestone for key deliverables and activities using Microsoft Project, Smartsheet, Jira and Confluence
• Maintain and communicate project status reports, key issues, risks, upcoming milestones and project status to key business stakeholders, PMO and Project teams as per defined communication plan
• Schedule Weekly and Bi-Weekly management reviews to provide regular status updates to executives, project teams, and key internal and external stakeholders

Confidential, Irvine, CA

Infrastructure Project Manager

Responsibilities:

• Plan and coordinate IT Transformation projects and cloud migration projects, migrating on-perm systems to AWS cloud platform and enable adoption of AWS service.
• AWS VDI implementation using Workspace service. Project life cycle from POC to production migration of over 300 VDI’s.
• Migration of On-Prem Data warehouse solution to AWS cloud platform. AWS services implemented - Redshift, Arora, EC2 compute Instances, S3 and Lambda services.
• Implementation of new datacenter build and datacenter migration from shared services platform to dedicated platform. Services migrated - VMware Platform Migration, Network Segregation, Database Migration
• Planning and coordination of infrastructure refresh and upgrade tasks. Work with application stakeholders to migrate systems to new infrastructure platform.
• OS Refresh and Platform Optimization Projects -AIX to Red Hat migration, P2V Migration, Windows 7 to Windows 10 migration for enterprise end client devices.
• Conduct POC’s for new platform evaluations. Azure POC for WVD, evaluation of BOT solutions and RPA solutions.
• Work with business and IT teams on enabling POC for new technology adoption, AWS and Azure platform evaluation, document results and build business case for leadership reviews.

Confidential, Rhode Island

Infrastructure Project Manager

Responsibilities:

• Partner with customer infrastructure planning & architecture teams and coordinate project implementation for IT platform optimization, transformation and migration projects.
• Planning and implementation of DR (Disaster Recovery) datacenter migration to newly build DR site.
• Plan and conduct quarterly DR (Disaster recovery) tests to test adherence to defined application RTO and RPO timelines, record results and plan retest and mitigation for outliers.
• Implementation of AppDynamics tool for proactive application performance and infrastructure services monitoring to enhance service availability for key Tier 1 applications and systems.
• Successfully managed transition planning, knowledge acquisition, transition to steady state for managed services application support transition to Confidential .
• Managed Service transformation project with focus on improving stability and availability of key Tier 1 services for the bank. Goals achieved over 12 months - P1 and P2 incidents reduced 27%, unplanned downtime decreased 51% and application reliability improved from 99.2% to 99.6 %.
• Received Star Manager Award for excellence in service operations and for seamless transition to steady state IT platform administration and support operations.

Confidential

Operations Manager

Responsibilities:

• Allocate work, track scope and manage resource and financials for L1 and L2 Infrastructure support operations at offshore development center for the client.
• Schedule periodic reviews for effort spent and control the production support deliverables against defined cost and effort margins.
• Drive adherence to quality related goals and processes. Conduct quality audits and drive compliance and continuous service improvements.
• Lead estimation activities considering organization and unit goals, review the estimates and drive to closure new and changed scope requirements.
• Conduct quality audits and develop quality management and quality assurance standards for ISO and CMM level registration.
• Build competencies with existing and new team members to cater to future project needs address team member goals and aspirations.
• Drive operations team adherence to contractual terms and conditions, company processes and quality norms.

Confidential

Operations Manager

Responsibilities:

• Responsible for Service Management, Escalation Management & Customer Experience.
• To drive and ensure compliance to SLA's and Service Metrics.
• Identify skill gaps and drive optimum resource effort utilization.
• Identify operations Risks and Areas of improvement and drive continuous service improvement.

Confidential

Transition Lead

Responsibilities:

• Working with solution and sales team for transition inputs to RFP responses.
• Perform due-diligence, scope and effort estimation.
• Perform technical scoping, process scoping, transition planning, risk and mitigation planning.
• Plan and execute knowledge acquisition, shadow and primary support activities and achieve seamless transition to steady state deliverables.

Confidential

Tech Lead

Responsibilities:

• Implement CSAT improvement program through Six Sigma methodology. Consistently drove CSAT numbers above SLA targets.
• Responsibilities:
• Delivery responsibility for a team of associates who provided technical support for EMC enterprise storage products: Symmetrix, Clariion, Celerra and Centera.
• Identify areas of improvement, initiatives and new business opportunities. Drive process adherence to ITIL framework.
• Handling process issues and escalations. Identify and implement appropriate mitigation plans.
• Interact with client managers and PMO team for regular reviews on status of the program and areas of improvements and initiatives.
• Plan and execution of business continuity during DR exercise.

Confidential

Tech Support Engineer

Responsibilities:

• Coordinating with Onshore Applications and Database owners for deployment planning and testing of project specific applications.
• Providing post deployment support on connectivity, configuration, periodic maintenance and performance related issues for production systems.
• User account and policies administration implement data security procedure and periodic preventive maintenance procedures.