SUMMARY:

• Deliver Program/Project - management expertise, along with unsurpassed business analysis and application planning, development, implementation and performance proficiencies in IT/Telecom industry to organizations seeking a dynamic, self-motivated, detail oriented professional to build winning partnerships that produce exceptional results.
• Outgoing, well organized, and teamwork oriented who delivers successful outcomes on projects and strategic programs through leadership and communication.
• Self-starter, problem-solver, adaptable to changes, priorities and new challenges with record of achievement in all aspects of complex projects.
• Results-focused with excellent time management skills.
• Working knowledge of SDLC, waterfall, agile, scrum, TFS, ITIL, ITSM, cloud, MSD CRM, Salesforce CRM, data migration, release management/planning, infrastructure and application projects, neural network, machine learning, virtual assistance.

SKILL:

Customer Requirements and Scope Management

Release Management

Leadership and Communication

Schedule, Resource and Cost Management

Teamwork, Collaboration, Training

Risk, Quality Control & Lean Six Sigma

PMO, Agile, Scrum, Cloud, Virtualization

SDLC, PMLC, PMBOK, DMAIC

MS Office Suite, SharePoint, TFS, Oracle DB

EXPERIENCE:

Senior Program / Project Manager

Confidential

Responsibilities:

• Short term role of transitioning managed service infrastructure for client JLL Reviewed SOW, scope, requirements & obligations for Capital market MSO.
• Created project plan for transitioning infrastructure including KT, data migration, access to systems/apps/ITSM and dev/UAT/Prod environment as well as release management & planning & implement best practices.
• Met aggressive milestone of 4-weeks transition.

Senior Program / Project Manager

Confidential, Naperville, IL

Responsibilities:

• Managed KM/ Confidential program covering multiple projects from proof of concept to service launch including KCS deployment, Confidential for external customers, Microsoft Dynamics 365 (MSD) CRM for KM and knowledge article database migration to Azure cloud and virtualization of data for anywhere and any device.
• Defined Strategic objectives for the development of KM and Confidential infrastructure that led to unified KM practice for the company.
• Established KM infrastructure to transform and evolve enhanced care services through technology including customer journey analytics, advanced unified search that include machine learning, ultimate support portal that embrace customer intimacy.
• Completed UAT of MSD CRM, identified major gaps and converted into requirements. Led a workshop with Accenture, Avanade, Microsoft and Confidential team to hash out requirements that include security concept, workgroup concept, templates and reports. Developed user stories for 8 Sprint cycles. Worked in an agile development cycle with development team. Worked with scrum master and approved product backlog. Planned features for current release as well as future release for enhanced CRM capabilities.
• Planned several large and mid-scale project. Developed project charter, SOW, business case and RFP, developed and managed requirements, scope, budget, resources, project schedule, cost and communication plan, monitored and controlled projects and achieved desired quality, performed governance to address issues, improve KPIs, identify and mitigate risks and report progress.
• Worked in a cross-functional environment including teams from development, design, testing, support, provisioning, managed services, vendors (Accenture, Microsoft & AtoS) and customer team as well as sponsors/executives for reporting.

BPO Governance Program Manager

Confidential, Naperville, IL

Responsibilities:

• Reviewed contract, defined process for tracking obligations, converted contractual obligations in to tracker.
• Tracked obligations with HCL PMO on a regular basis and achieved 20% budget reduction per contract.
• Approved budget and purchase orders.
• Led ALU / HCL joint PMO team and management committee and represented at executive steering committee and product delivery committee as an ALU PMO team member.
• Conducted ALU internal management forum meeting.
• Moved data center to low cost location realizing over 30% cost savings.
• Performed release management planning data center for future releases.
• Planned releases for 3G CDMA and WCDMA technologies for bug fix and enhancement releases.

Senior Technical Project Manager

Confidential, Naperville, IL

Responsibilities:

• Led Lean Six Sigma-based process launch to achieve efficiencies in TS (Technical Support) Processes.
• Managed deployment of SITS (Science Based Innovation in Technical Support) process to TS teams.
• Completed requirements, scope, budget and deployment schedule.
• Performed project risk and quality assessment. Gained project approval from stakeholders having conflicting priorities. Worked with stakeholders from cross function teams including IT, Tools, Services and Support as well as sponsors. Completed Phase I, II & III launch to regional TS teams, reaching 20% reduction in ticket effort with SITS process.
• Managed CDMA HW end of life project. Developed end of life schedule, identified 2,400+ parts to be stocked to support customers till EOL, worked extensively with factory and warehouse, internal parts ordering system team and supply chain to ensure availability of parts and provide end to end delivery of parts per service contracts signed by customers. Worked with third parties to ensure additional parts availability for back-up. Turned the project to master team to ensure parts delivery till EOL.

Technical Project Manager

Confidential, Naperville, IL

Responsibilities:

• Managed a complex project of tracking backhaul conversion of sites that include microware backhaul for Sprint 4G. Completed requirements, scope of sites, worked with Sprint construction and installation as well as NTK and GNOC team to schedule site conversion as well as helped with site acquition of new sites.
• Monitored and controlled site conversion activities and delivered sites with Sprint approval to backhaul migrated to high-speed IP backhaul on a daily basis until entire Sprint network backhaul was converted.
• Managed delivery readiness of Tier3-5 LTE customers from support perspective. Completed support plan for each customer, identified gaps in testing strategy, and performed risk assessment for delivery readiness.
• Led Maintenance Support Readiness project for Sprint NV LTE project. Worked across members from Tech Support, Sprint Service Assurance, Global Service Readiness, PMO, deployment, Erickson Managed Service, Customer Site Acquisition team, Service Manager and contract management team for the development of support structure.

Technical Support Engineer

Confidential, Naperville, IL

Responsibilities:

• Performed as Remote Technical Support (Tier II) engineer supporting UMTS (3G) networks of AT&T and other customers. Supported corrective and pro-active ticket resolution, installation, migration, performance optimization, site outages.
• Primary Products Supported - oneBTS, iBTS, 9370 RNC, 5200 RNC, WMS, OMC-UPS, DAS, COW (Cell on Wheels)

Technical Writer

Confidential, Naperville, IL

Responsibilities:

• Developed user guide for Wireless Reality and Switch Reality services (a.k.a. RAVS-Records and Assets Verification Services), Reality Services Platform (RSP), Network Paging Optimization, as well as installation guide for Network Capacity Planning (NCP) and Licence Management Satellite Agent (LMSA).
• Created documents using XML (DocBook Schema) and translated to HTML and PDF format using various transformation tools including XSL, XSLT and FOP processor. Also used CSS to style the HTML document.

Global Lab Manager

Confidential, Naperville, IL

Responsibilities:

• Set-up 3 IMS (IP Multimedia Solution) labs for training organization.
• Worked across training, IT, lab, product, accounting, and hardware and supply chain teams.
• Completed lab design, architecture, IP configurations, cost estimates and funding efforts of labs, attaining 20% cost reduction by avoiding unnecessary and duplicate hardware.

Network Reliability Manager

Confidential, Naperville, IL

Responsibilities:

• Implemented and Managed Total Reliability Program for Telecommunications products. Program covered outage data collection and validation, root cause analysis and countermeasure for mitigation as well as system availability predictions.
• Developed metrics for system availability, MTTF, MTBF, product and component failure rate, software error rate etc.
• Generated system reliability reports for executives and VPs as well as for sales and marketing team.
• Developed disaster recovery process to be used for man-made disaster or act of God for telecom products.
• Led various teams responsible for customer critical and media-event outages.
• Performed customer incidents analysis on quarterly basis.
• Completed reliability reports for executives.