SUMMARY

• Seasoned professional with over 18 years of progressive experience in Information Technology as Project Manager/Sr. Business Analyst, ITSM Process Manager and System Engineer in Business Process, Insurance, Retail, Healthcare, Financial, Pharmaceutical, Oil & Utility industries
• Data Centers transformation, consolidation and migration, Active Directory consolidation/migration and UAT of users and applications
• Comprehensive practicing knowledge of ITIL framework to implement Incident, Problem, Change and Configuration Management ITSM processes
• Extensive functional knowledge of ITSM tool ServiceNow applications (Incident, Problem, Change, Configuration and Service Catalog)
• Worked on process, people and technology integration between all IT Service Management (ITSM) processes using best practices
• Experienced in streamlining operations and processes to increase productivity, quality and efficiency
• Highly motivated, excellent analytical abilities with initiative, leadership, and drive to achieve exceptional results
• Extensive experience supporting large Data Centers & Call Centers including but not limited to Active Directory & Server Administration/Maintenance
• Strong team building and management skills; ability to prioritize, handle and complete multiple assignments simultaneously
• Detail oriented with analytical thinking and problem solving skills with emphasis on resolution of complex technical problems
• Client focused - consistently meeting deadlines and delivering superior client satisfaction
• Self-motivated, organized, capable of working in individual or in a team environment with little or no supervision
• Strong work ethics with excellent written and verbal communication skills. Expertise on onshore-offshore model in IT and business environment

TECHNICAL SKILLS

Operating Systems: Windows 2012/2008/2003/2000, Novell NetWare, VMware, Linux, AIX, Citrix, Xen Hypervisor

Software: MS Project, SmartSheet, SharePoint, HP PPM, ServiceNow, BMC Remedy, Amdocs Clarify, SMS

Tools: MS Office (Power Point, Excel, Word), Double-Take, Adobe Acrobat, Visio, SQL, Eracent, LiveAction

Databases: MS-Access, SQL Server 2008/2005, Oracle, Oracle VM Server for x86

Technology: Cloud, Amazon AWS, HPE 3PAR, Site Recovery Manager (SRM), Cisco UCS, Storage, Circuits, VLAN, VPN, TCP/IP, Switch, Router

PROFESSIONAL EXPERIENCE

Confidential, Dallas, TX

Project Manager/Sr. Business Analyst

Responsibilities:

• Worked on Data Center consolidation & migration project to migrate mission critical business applications from multiple data centers to two consolidated Tier 3 data centers to achieve improved performance, security & deployment services as part of The Next Generation (TNG) Infrastructure program. DC Migration Program includes DC's at Dallas, Pittsburgh (including XITO Private Cloud), Tarrytown and Atlanta to East Windsor, NJ and Sandy, UT DCs. XITO private cloud is being migrated to Digital Private Cloud (DPC). Migration Methodology used is Physical to Virtual (P2V), Virtual to Virtual to Virtual (V2V) and Greenfield (GF) Migration. Atos is the implementation partner.
• Environments for DC migration are Current Mode of Operation (CMO), Intermediate Mode of Operation (IMO) and Future Mode of Operation (FMO)
• Worked with Client Associates, SME's, business partners, technical resources of Financial Services, Education Services and Card Services LOB's to collect server and application requirements and information hosted at Dallas, Tarrytown, Pittsburgh and Atlanta data centers.
• Managed project tasks, status, timelines, Client Migration Plan (CMP), RAID Log. Followed up with teams to meet project deadlines provide reporting
• Conducted meetings, deep dive sessions with various teams to complete Application Forensic Questionnaire (AFQ), Application Checklist and Characteristics for wave planning & migration strategy for customers. Reviewed Run Books, participated in CAB meetings for Go/No-Go decisions.
• Conducted working sessions with Business SME's, Developers, Project Managers to review and update Client Migration Plan (CMP)
• Participated in Batch reviews of CMPs with AtoS migration team, project managers and business SME's to finalize wave migration of clients
• Identified PCI DSS and HIPPA clients of Financial Services and Card Services LOB's to prioritize their migration to target data center. Followed up and tracked Visa and Master Card PCI audit completion date and ROC report.
• Used Midrange billing file, Eracent tool, LiveAction tool, DAG Report and customer maintained data to create complete list of servers of LOB's.
• Performed server data verification and validation with business and cleaned up data to consolidate with Atos AFQ file. Worked with Atos and technical resources on business side to identify duplicate servers, IP's and performed data correction for accuracy.
• Identified Operating System for remediation before migration from CMO to IMO platform. Worked with production support team, application development and SME's to identify OS versions below Windows 2008 R2 & Red Hat Linux 6. Finalized list of servers requiring OS remediation. Coordinated with AtoS DSE and Development team to remediate server OS and standup servers for Greenfield in target Data Center.
• Identified servers, Optical storage, StrongAuth Appliances, AIX servers for Lift and Shift or Bump Gear and coordinating move to new data center
• Identified risks and issues for customers and LOB's due to data center migration and added in RAID log for prioritization and mitigation.
• Worked with Program Manager and business SME's to complete client list for legal communication and consent tracking for Financial, Education and Card Services LOB's. Collected application contract review and consent tracking data for migration such as technical prioritization, Circuits, Certifications (PCI, HIPPA etc.), Blackouts and UAT. Worked with Development team to create UAT of applications for migration.
• Worked with Master Card and Visa to orders 10 GB circuits from AT&T for Data Center at Sandy. Coordinated with Network team and Master Card Engineering team to install circuits, install software and testing. Coordinated to setup 50 VPN Tunnels with provider and manage Change Control.
• Attended Weekly TNG Program Compute Integrated Status, Client Readiness PM Touchpoint and TNG Program PM Checkin meetings.
• Used SmartSheets to manage projects, schedule, RAID with a summary tear sheet used by PMO for weekly project status, progress and escalations

Confidential, Fort Worth, TX

Project Manager/Sr. Business Analyst

Responsibilities:

• Managed Active Directory (AD) Consolidation & Migration program to move 35000 Users/Groups/workstations accounts from 12 domains across US, EMEA & APAC regions into single domain with new OU Structure. Key benefits included laying the ground work for additional key applications to utilize Identity and Access Management (IAM) system Single Sign-on (SSO), ground work for implementation of future IT improvements and simplify user and computer account administration.
• Worked with PM of Business Units (BU) for User Migration Application Testing (UMAT) and coordinated with Microsoft to resolve issues.
• Updated UMAT SharePoint site for Application Testing and tracking. Analyzed UMAT data on weekly basis and created progress reports to manage application testing status.
• Worked with Business Units, AD migration and Microsoft teams for Applications requiring remediation and resolution before users AD migration.
• Maintained Global RAID log of Issues/Risks & followed up with AD Migration & Microsoft teams for updates and coordinated timely resolution.
• Participated in weekly Project and program meetings, documented & distributed meeting minutes. Followed up on action items for completion.
• Coordinated and led meetings with Business Units, Application Testing, Microsoft and IT teams to track migration issues.
• Prepared weekly reports and program slide deck for AD Program Managers & CTO meetings to present project metrics & overall UMAT progress
• Created Quick Reference Guide, project documents, reviewed and updated user AD migration email notification templates. Uploaded and maintained project documents, slide deck, reports, Application Remediation List and RAID log on SharePoint
• Managed Legacy Oracle Solaris Consolidation and Migration project to consolidate various Solaris OS version and hardware into new environment consisting of segregated Prod and Non Prod environment, dedicated DR and to achieve significant ROI savings yearly. Worked with project team to monitor the progress of the project, identified milestones, developed governance plan, created matrix to show progress of the project. Created reports and slides for Chief Technology Officer (CTO) for weekly meetings with stakeholders.
• Managed and provided reporting to CTO on progress of multiple Japan Desk Projects (IE9 upgrade for 7000 users, Symantec DLP, iQuate, ILMT, SLM Tools for scanning of Japan, APAC infrastructure environment for OS and DB scan, to provide accurate license provisioning information required by Federal audit and to meet vendor compliance requirements.
• Worked on Sybase Upgrade project with system architect & system engineers to collect SAP Sybase ASE license count, feasibility to upgrade Sybase or migrate to SQL DB or Oracle Database.
• Worked on Critical Platform At-Risk(CPR) Program, a CTO initiatives to design automated tool to discover & map Critical Applications & its dependencies from end to end to identify at risk components. Provide impact analysis to proactively remediate issues with At-Risk components to reduce volume of incidents & number of outages. Worked with Project Manager, Tools team, ServiceNow Architect & Security team to gather requirements. Project team selected ServiceWatch Tool which provides end to end mapping of application & infrastructure components.

Confidential, Dallas, TX

Sr. Business Analyst / ITIL Process Manager

Responsibilities:

• Interacted with Service Operations, Program Managers, andClient Management to ensure compliance and execution of all ITSM processes and Process Improvement Initiatives
• Extensively used ITSM Tool ServiceNow interfaced with Amdocs Clarify & BMC Remedy for Incident & Problem Management. Reviewed SLAs, Service Request monitoring & parts ordering
• Worked with Service Management, Infrastructure, Logistics & Knowledge Management teams to ensure Operative Level Agreements (OLAs) and Service Level Agreements (SLAs) are met
• Worked with Reporting team to develop weekly reports to monitor Service Desk, Field Support & Infra Team's performance according to SOW
• Identified gaps in operations and services, recommended improvement opportunities, implemented Corrective and Preventative actions to achieve KPIs and customer satisfaction
• Participated in Daily and Weekly meetings with Service Management and all ITSM process teams with Customer to review and monitor progress reports and addressed issues and concerns
• Monitored and coordinated with ITSM Process managers to manage quality of IT Services by ensuring dat Key Success Factors (KSF) and Key Performance Indicators (KPIs) are met
• Managed Problem Management process,adherence & reporting. Coordinated with cross functional areas & client forroot cause analysis of Problems
• Ensured consistent execution of Problem Managementpolicies, processes, procedures and Work Instructions. Identified, planned, and executed areas for ServiceImprovement
• Created, documented and tracked ProblemManagement service and process improvement plans with corrective action requirementsand activities
• Prepared status reports, assured time line compliance, assessed risks & recommended solutions. Provided Problem Record reports for processaudit
• Performed analysis, prepared reports, presentations & hosted weekly Problem Management meetings with ITSM and customer management teams
• Performed market analysis of Confidential POS & Non-POS business in various regions to identify issues, gaps and recommended Corrective actions. Worked with ITSM Teams for improvement
• Worked with Knowledge Management team to create trainings for Service Desk agents & Field Service technicians to optimize service delivery

Confidential, Richardson, TX

Sr. Principal Consultant

Responsibilities:

• Followed Agile Scrum SDLC methodology to design & implement web based Encounter Management System (EMS) to process Medicaid pharmacy claims received from internal & external systems, States & Insurance agencies. Managed a team of BA, developers & testers. Worked with BAs, business SME's, system architect, Project Managers & Program Manager. Created WBS, resource plan, detailed project plan and milestones. Executed project plan and monitored the progress on a daily basis to identify issues or red flags and took corrective actions immediately.
• Defined scope of project. Consulted with stake holders & system partners to identify high level risks, constraints & inter dependencies in schedule.
• Led BA teams to review and analyze BRD, User Stories and created high level Functional Requirements. Translated User Stories into technical requirements with development team.
• Participated in requirement review sessions with multiple teams and provided input in requirement analysis.
• Identified business requirements related to specific process modules and assigned them to different tracks. Conducted JAD sessions with business SME's to prepare functional requirements.
• Developed Requirement Traceability Matrix RTM and mapped Functional requirements to the corresponding Business requirements.
• Documented detailed Functional Requirements and Non Functional requirements for Reports and Report Engine modules.
• Designed System, Stock and Ad hoc reports as per business requirements. Used MicroStrategy as Report engine.
• Conducted project meetings with internal and business teams to discuss project details, status update, time lines and issues.

Confidential, Dallas, TX

Sr. Business Analyst/ITIL Process Manager

Responsibilities:

• Worked with the Service Operations and Service Transition Managers to ensure dat process, people and technology integration between all the IT Service Management (ITSM) processes is sound and delivered to clients. Practiced ITIL v3 Frame work in implementing Incident, Problem and Change Management processes with clear understanding.
• Interfaced with all functional areas as well as the Major Incident Coordinators, Incident, Change and Configuration Managers.
• Ensured adherence to the Incident, Problem and Change Management policies, processes, procedures and work instructions.
• Extensive knowledge of ServiceNow applications (Service Catalog, Request, Incident, Problem, Change & Configuration Management)
• Hands on experience using CMDB, creating new CI's. establishing CI mappings, familiarity with loading of CI's through discovery process
• Ensured dat clients’ Configuration items and relationships are fully documented in the Configuration Management System
• Identified bugs in ServiceNow applications (Incident SLA's, self-service tickets), software enhancement requests. Worked with business users, developers and IT managers for implementation
• Performed User Acceptance Testing (UAT) to ensure functionality of ServiceNow application is meeting BRD and FRD
• Ensured dat compliance regulations and Service Level Agreements (SLA's) are met.
• Worked with the Change/Release Managers to ensure dat the production IT environment is protected from improper or risky changes and releases.
• Initiated, managed Change Requests process, assessed risks, participated in CAB Meetings with Stakeholders and sought approvals. Participated in PIR meetings with IT and customer teams. Monitored failed & backed out Changes.
• Coordinated with cross functional areas and client to provide a root cause analysis of Major Incidents and Problems.
• Conducted incident reviews and root cause analysis meetings with all relevant teams to identify root cause and preventative actions to ensure the root cause is eliminated from the system. Determined preventative actions to address root cause to improve future restoration activities to minimize mean time to restore & eliminate root cause of incident to prevent recurrence
• Documented corrective and preventative actions for problems, evaluated and implemented as outlined in the client impact statement.
• Conducted Problem Management meetings with platform teams, resolver groups & client to review outstanding preventative actions, assess criticality & prioritize team’s work for completion
• Provided monthly metrics on open and closed problems, corrective & preventative actions within a month. Provided status to the client and team
• Performed reactive/proactive problem management to identify issues. Addressed Fragile Artifacts through Proactive Problem Management process
• Prepared Frequent Occurrence (FO) weekly report of alerts created for infrastructure devices in the customer environment. Reviewed and analyzed FO alerts of Configuration Items (CI)
• Led weekly meeting with resolver groups to address underlying issues, problems and remediate alerts. Performed trending and analysis of data for Incident and Problem Management.
• Produced and analyzed monthly Problem Management Audit and Compliance Reports of customers to ensure compliance requirements are met. Maintained Problem Management KPI's
• Ensured Incident & Problem Management are complying with ISO 20000 Standards and requirements. Participated in yearly ISO 20000 Audit for Incident & Problem Management processes.
• Reviewed and performed analysis of Confidential ’s Incident, Problem and Change procedures and policies for accuracy, completeness, and adherence to Global Standards and for Governance
• Worked with Continual Service Improvement (CSI) team for Compliance and Audit initiatives. Identified gaps in IT services, recommended and implemented process improvements initiatives
• Created documents and maintained Problem Management service and process improvement plans with corrective action requirements & activities
• Performed data analysis, trending analysis, identified gaps, recommended improvement opportunities and identified problems. Provided data analysis reports & presentation to customers
• Participated in Quarterly Business Review (QBR) meetings with customers and provided Problem Management progress reports.
• Participated in business meetings with IT managers, directors, program executives & technical teams & provided valuable input/recommendations

Confidential

System Engineer

Responsibilities:

• Provided Level 2/Level 3 troubleshooting, deployment and operational support in an enterprise Data Center environment. Supported and maintained over 1500 servers running on Windows 2000 Advanced/2003 Server software. Performed server administration, account security and management, network configuration, file system, print queue creation and management.
• Performed HP and Compaq servers hardware troubleshooting, maintenance and support. Provided hardware remediation such as Hard Drives, Processor, Memory, and System Boards etc.
• Built, installed, configured servers and restored data on servers during disaster recovery. Installed Windows software patches on servers, drivers and firmware upgrades for HP disk Array controllers and HP Support Pack. Installed Legato Networker client software on servers.
• Implemented RFC’s, followed SOP’s and work instructions. Performed data backups and restores.