SUMMARY

• 18+ years total experience in Global IT Project Management(Waterfall/Agile Framework) for (IT Infrastructure, Data Center, and Software - Application Development/Testing Projects), 6 Years total experience in IT Service Delivery and Operations. 3 Years’ experience in IT Training and Education.

TECHNICAL SKILLS

• Microsoft/Unix/Linux/IBM Servers
• Cisco Routers and Switches
• Cisco ASA and Fort iGATE Firewalls
• Verint Voice Loggers
• Nortel Passport 7480 mux
• Nortel 11c/81c
• Antivirus Servers
• MS SUS Server
• LAN/WAN
• C/C++
• VB
• . NET
• MS SQL
• Oracle
• Java
• MS Project
• MS Excel
• MS Word
• MS PowerPoint
• MS Visio
• Jira
• Confidential PPM. MS Team Foundation Server
• Remedy
• Aldea
• Aries
• NOTA
• RDI
• Adventnet ITIL Ready Helpdesk (Now Zoho Corp)
• Service Center
• Digital Workflow
• Remedy
• Confidential SM
• SMAX
• SNOW

PROFESSIONAL EXPERIENCE

Confidential

Sr. Project and Program Management Lead

Responsibilities:

• Managed as Agile PM/Business Analyst/ Service Transiition Lead the Technical Application Development/Infra Agile Project and Delivery Management for ITSM 3.0 Tool Migration of critical work streams/functionalities from Confidential Service Manager into Customer Service Portla(SMAX)/ITSM Tool for Confidential /MicroFocus.
• Managed as Scrum Master / Agile Technical PM the Application Development/Infra Project(Release1 and 2) to Migrate the current ITSM solution that utilizes the shared HPE-Micro-Focus tools environment to a new ITSM environment that utilizes Customer tools and frees Customer from the shared HPE tools environment. Upon completion of this Project, the new ITSM environment, referred to as ITSM-3.2.2 will enable removing dependency on the existing HPE shared tools environment for Confidential /MicroFocus.
• Managed as Network PM Network and Application Upgrade projects for Europe based client.
• Managed as Sr Technical Project Manager the Project for US Based Healthcare Client of Decommission,Migration and allocation of IT Infrastructure (250+ Devices including Network/Firewall Devices) from Multiple US data centers within a limited time of 115 days to various Accounts/Projects’. The challenge was that there were several Projects which were dependent on my project as after decommissioning all the devices from the various data centers we have to handover/transition the Devices to high priority projects on tight timelines. Delivered the project on Schedule,time and budget.
• Managed as Technical Project Manager the Project for US Based Security Software Company / Call Centre which requested implementation of the defined security standards to all SOx and PCI server environments, this positioned the client for favorable result in the next SAS 70 Audit. There were 300+ devices in scope spread across multiple data centers across the globe. Delivered the project on Schedule,time and budget.
• Managed as Sr. Project Manager the Software Application Development Project for multiple Banks on Implementing ATM Monitoring solution and Integration with Confidential Service Manager.
• Managed as Senior PM Application Development/Infra Project for Next Generation IT Upgrade(Hybrid Framework (Waterfall+Scrum) which also included migrating Servers/Applications to cloud and Devlopment of NextGen application.The Project improved client’s online customer presence that allowed customers to more easily find and access the content they needed. Improved client’s internal web publishing efficiencies Improvised supportability by IT and its vendor partners. Improved the ability of the client to directly market and sell products online to even small business customers. Additionally it also provided improved ability to support new web technologies as they evolve in the future. Improved resilience and availability of the Next Gen Website Infrastructure. Confirmed external client provided quality reports and verify the information is accurately added into the system, Innovated data analysis by automating product quality reports and efficiently presenting results to management.
• Working with business stakeholders, project teams and other personnel to coordinate efforts of team members and contractors to deliver on implementation deadlines.Facilitating scrum meetings - sprint planning, daily scrum calls, backlog grooming, sprint reviews and sprint retrospectives.Coordinating with cross-functional teams (BA, Dev, QA, DBA, to deliver commercial off-the-shelf software for mobile and chatbot apps and services.Sheltered team from over-commitment, removed impediments, tracked and communicated team’s sprint velocity and release progress.
• Managed as Agile Project Manager/Midrange Lead the project of Data Center OS/Patching Server Upgrades AIX/RHEL/ Confidential UX/Solaris for Healthcare/Insurance Company ( Confidential provide the infrastructure upon which Aviva services and applications run) Confidential have an obligation to maintain this at current operable levels. Patch upgrade is continuous process of updating systems to the New Technology Level and fixes that are released and tested in environment keeping the operating systems up to date ensures we get quality support from the Vendor and also ensures that the servers are not vulnerable to third party attack or software bug failure. There were 225+ Servers of various OS spread across multiple data centers.
• Facilitating Scrum Ceremonies including product backlog refinement, sprint planning, daily stand-up sprint review, demo & sprint retrospective meetings. Facilitates Release Planning Sessions and Release delivery on schedule with no critical bugs released to production. Collaborated with product owner in prioritizing product backlog, schedule user stories into sprints with cadence, forecasting sprint outcome and producing daily burndown charts. Tracking issues, manage product and sprint backlog within JIRA, Removing impediments, mediating conflicts, encouraging knowledge transfer.
• Managed as Project Manager/Business Analyst the Cost Savings and Process improvement Project for a international US Software and Security Company. For this project a solution was delivered to minimize the costs associated with routing calls from customers to Consumer Group customer service agents and from agent to agent within the global Consumer Group organization. Additionally, the solution ensured that Consumer Group agents have adequate bandwidth available to utilize the system efficiently. The primary benefit was reduction of telephony costs. The primary technical challenge which we were able to overcome was to analyze the existing environment and work with telephony vendors to determine where costs savings could have been realized.
• Directed project as Sr Project Manager for International Retail Client on implementation of a new IT Infrastructure/Application setup consisting of Virtual Servers, Network Devices, and Firewall. In addition to this Project requests the implementation of two Application connectors for the Enterprise Workforce Management (WFM) application to be implemented in coordination with third party vendors. One connector is to provide historical data for forecasting, scheduling and agent productivity reporting. The other connector is to provide agent state change events for Real-Time Adherence (RTA) which needs to be setup in the new Virtual Server.
• Directed as Project Manager the project for implementation of Oracle Transport Management in multiple locations for Europe based Retail Company(Netherland)Managed and completed 12+ NSSR Projects on Application Tools, Datacenter/ IT.
• Consistently achieved high-quality assurance ratings of more than 93% over a 24-month period. Also received 100% client Satisfaction Score consecutively in consecutive Quarters. Received the company’s award of “Service Delivery Excellence “in recognition of consistence performance. Shortly thereafter was promoted to Sr. Project and Program Management Lead.

Confidential

Sr. Manager Information Technology

Responsibilities:

• Managed Program of New Confidential Facility IT Infrastructure Setup of 300 Confidential Staff for the various processes of US based Healthcare, Insurance, Finance companies including a New Datacenter implementation to support the Business. This in short also included Commissioning of new Data and Voice Circuits(IPLC’s/T1,E1), MUX/EPBX Setup, Networks (LAN & WAN), Telecom/IVR, CIM (Predictive Dialers) and Systems (NOS & Mail Messaging), Cisco ASA Firewall from inception till realization as Service Delivery Model for US and UK processes. We were successful in delivering the project on Schedule, Time and on Budget as per Client Business Requirement as per contract. The US and UK Clients were from various industries like Airlines, Healthcare, Insurance, Banking, Financial Institutions, Collection Management Processes.
• Managed Ramup Projects for expansion of the IT infrastructure as a part of business expansion to complete the IT Infrastructure Rampup from 300 to 1000 Confidential Staff. Including the setup of an additional Data Center.
• Managed Asset Management Project including transitioning the existing in-house customized Asset Management software to ITIL based Advantnet tool. Thereon also managed the IT operations for the Service Desk Team till the smooth handover was completed to Third Party Facility Management Services.
• Managed the Automation Project as PM for Service Desk from the existing in-house customized Service Desk Software to ITIL based Advantnet tool.
• Managed Project as PM of transitioning the work from external vendor Software Development/Testing/Support team to the in-house Software Development, Testing and Support teams. With the success of the delivery of the Projects was assigned the responsibility of Managing the Software Development/Testing/Support Team. Overall We were able to achieve 27% cost savings in a span of 1 year
• Managed Multiple Software Automation Projects as Project Manager(Mostly following Waterfall and very few Scrum Approach) and Business Analyst like Quality Management System, Transport Management System, Attendance Management System, Customer Sales Management System, Customer Relation Management Applications, WorkForce Management Monitoring/Reporting, Attendance Management system and Reporting Tools for 15 US and UK Processes, various departments. Also completed Project for various Voice Integrated CRMs for Clients from Airlines, Banking, Sales, Healthcare, Software, Financial Institute, Collection Management Processes. For the porjects We used SDLC methodology following PMI framework, used Project Management Methodology to develop UAT test scripts have them executed, controlled, and provide quality reports.
• Directed Site Migration, Data Center Migration Projects from one facility Location to other Location. Also we had to implement the DR/BCP as part of the Project. The project was delivered with minimal downtime and smoth transitioning of site.
• Directed IT Infrastructure Virtualization, IT Infrastrure Upgrades/Refresh, Consolidation,Upgrade and cost savings projects resulting in 25% savings. Also directed Process Improvement projects resulting in increased productivity for High Visibility US and UK Processes Eg. For a Sales process we were able to reduce the AHT(average handle time per customer call ) by 30% with increase in productivity.
• Received the company's Awards like IT Appreciation Award, IT Team Excellence Award in recognition of successful rapid expansion of IT systems and support to align with unanticipated business growth. Shortly thereafter was promoted to Senior Manager IT Projects and International Operations.
• Played Key role representing IT during the Projects on Certification of BS7799, ISO27001 and PCI DSS security standards and security audits for the same. After successfully completing the certification process, we were able to add 2 new banking clients to the exisiting business.
• IT Appreciation Award in 2005, IT Appreciation Award in 2007, IT Team Excellence Award in 2007, IT Team Excellence Award in 2008
• Instrumental in upgrading/converting all the software’s developed in MS-VB to the latest technology in .net..

Confidential

Centre Academics Head

Responsibilities:

• Lead a team of SME ( InforamtionTechnology Faculties/Trainers, System Admin, Network Admin, Marketing )
• Guide Sales Team towards achieving of targets
• Sign partnerships with Corporate,Schools and Colleges for trainings
• Drive innovative education training products
• Ensure achievement of Business Targets with High Customer Satisfaction Ratings
• Monitoring team performance