Summary of Experience

• Certified PM with strong experience in managing various software development programs, and complex systems integration using various technologies for clientele with global presence in the Healthcare, and Telecom Network IT Service Delivery environment.
• In-depth knowledge of Infrastructure project management methodologies ITIL, ITSM, and COBIT .Enterprise Data Center operations and NOC operations, ITIL based Service Delivery model along with expertise in remote management and Onsite/Offshore project delivery operations.
• Sound experience and knowledge in multimillion dollar telecom engagement that include planning, directing the contracting installation activities of telecommunications and network equipment related to telecom systems, CISCO Unified Communications Suite.
• Expert in the business side of program management and technology strategy, enterprise portfolio management, capital planning, budgeting, acquisition, communication and performance improvement.
• Expert in researching IT system deficiencies and recommending future directions for the Software Development Process based on the Software Development Lifecycle SDLC methodology and industry standards for Enterprise Level Information Systems
• Deep understanding of various applications managed services and varied database design techniques to provide technical leadership on solutioning of the technical design whilst maintaining the integrity of the enterprise level system architecture.
• Managed projects of both FP T M type under SDLC workflow other IT framework consolidation projects with the objective of centralizing segregated IT Infrastructure components.
• Led IT release management for complex programs and structured enterprise build and release management policies by introducing and standardizing use of iterative release version control systems both for SDLC and AGILE methodology projects. Also developed and led Software/Application Release Readiness, User Acceptance Testing UAT , Stress tests, Performance Compatibility Test Planning
• Owned and managed ITIL based delivery framework with involvement and close decision making on financial , Availability , Incident , Problem Change management
• 7 years extensive ITSM experience managing a team of 50 virtual local supporting overall IT Infrastructure Application Development projects, Wintel UNIX upgrades DB administration
• Extract potential areas of growth and business relationship expansion and lead projects for transitioning them into the current business held with the customer.
• Process Re-engineering using Industry based standards- PMIS ,ITIL, Six Sigma Lean
• Contract Management Designing proposals RFP,RFI contracts SOW,MoU SOP's
• Worked in a SOA enabled infrastructure with hands on experience utilizing different tools to offer a strong foundation through all development lifecycles governance post deployment
• Proven ability to lead, manage and motivate teams to ensure success
• Well versed with Business Integrations to outsourced BPO's, business consolidations, acquisitions mergers

WORK EXPERIENCE

Confidential

Designation- Infrastructure Project Manager

• Currently managing a voice transition program to move the customer from their legacy voice environment over to Supplier for management and maintenance. This Program has requirements that apply to both the Setup and Service phases of the project. The Program transitions all Voice Technology Areas, Capacity Planning, Voice Access Management, and IMAC Support. Pilot transition sites included 2000 ports. Remainder sites are being transitioned in waves. Supported interfaces include PSTN circuits, WAN circuits, LAN ports, paging and man down systems, automated machine alarm messaging PUMA . Transition encompasses sites that are supported by AVAYA, Nortel, Ericson, Aastra etc. Devices considered external to the physical PABX systems such as external DECT controllers and antennas and associated licenses, CTI, ACD, Contact Centers, IVR, and UMS will also be supported.
• Managed a portfolio of strategic programs and acted as primary liaison between the client and the internal project team
• Worked for Global Datacenter Move GDCP initiative. Work involved moving and Virtualization of multiple key applications from San-Jose and Mountain-View CA datacenter to Richardson TX . Major activities involved Architecture reviews, capacity planning, work scheduling, implementation planning and execution, post implementation planning and execution cut-over and normalization .
• Faced SOX and CMMI audits. Used WMCS Change Control process and CMDB for managing changes. Supervised DR and BCP plans and its testing. Involved in IT budgeting, license management and external vendor relationship.
• Other projects include Exchange 2010 Upgrade, Disaster Recovery Redesign, Windows 7 Upgrade, WAN/LAN Redesign, Cisco ASA Firewall/VPN, Microsoft Active Directory, Shavlik Patch Management, Kanban, Symantec Endpoint Protection AntiVirus, Help Desk Incident and Change Management.
• Managed multiple technical teams with various technical skill-levels Established industry wide best practices for maintaining system configurations, OS standardization, hardware and software baselines, and hand shake between the different groups, server hardening process, documentation of installation procedures and support information.
• Responsible for E2E release management and overall delivery of SOA driven functionality.
• Create and lead Technical Functional Software Development plans e.g. Technical Functional Review Status Reports, adherence to SDLC workflow, Door/Tollgate Reviews and Deliverables
• Work closely with technical Software development teams, Enterprise Application Software Quality Assurance teams, and Business Intelligence teams to gauge and mitigate any process calibration issues
• Drive continuous improvement in all aspects of the assigned program and present to senior management on program status and project management practices and provide inputs towards increasing the scalability of existing IT solutions across diverse platforms
• Application Release Management, User Acceptance Testing UAT , Stress and Performance Testing along with Program Planning, Multi Generation Project Planning Scheduling MGPP .
• Provide technical direction for the development, design, and systems integration from definition phase through implementation of the Software Development Process
• Identify and make recommendations for improvement to existing IT processes and procedures on all aspects of Software Development Lifecycle Methodology SDLC namely, Software Systems Concept Development, Software Requirements Analysis Technical Functional , System Design, Software test readiness, Performance, Integration System testing.

Confidential

Designation: Sr. IT Infrastructure Manager

• Lead team of 9 resources in technology management and support operations encompassing 3K workstations, digital and IP phones, ACD/PBX, IVR, network infrastructure, and 3K ft2 data center. Direct project teams through all lifecycle phases. Craft and execute IT management strategies. Manage communications with internal clients and third-party partners, hosting weekly calls to track, resolve, and escalate outstanding issues and open tickets. Identify process improvement opportunities and recommend solutions and budget requirements to senior leadership. Evaluate and manage technology and team performance.
• Successfully established and managed end to end IT Infrastructure Management Services From Help Desk services to IT Operations and Datacenter Management .
• Slashed call management costs by 1.2M annually while expanding capacity 30 for multiple clients through transition from TDM to SIP with secure VPN connectivity. Integrated Session Border Controller, PBX, and NICE Perform solution.
• Owned complete responsibility for successful delivery of all IT Infrastructure related initiatives.
• Held authority for design, deployment, projects, and support for 50 voices / networking systems 2,700 users . Supported company acquisitions with co-location projects, realizing IT operating cost savings.
• Researched requirements for IP telephony, video conferencing, and collaboration solutions, plus wireless administration team supporting 1,000 devices and user needs. Contributed to IT budget planning process.
• Analyzed out-of-service issues, maintaining 99.8 call completion to SLA standards and issuing tickets to Network Maintenance Center, with follow-up to ensure expedited resolution to customer problems.
• Vendor management, contract management, license management, software and hardware procurement and budget management.
• Implemented IBM Tivoli backup management solution Involved in backup strategy and backup architecture decisions, Management of TSM tape library, testing and rollout
• Create, architect and implement strategic changes to operational processes, procedures and policies to ensure optimal resources utilization within budget constraints.
• Manage all operational staff, outside vendor activities, projects and deliverables related to the day to day operations of the organization. Maintain all company records, communications and scheduling vital to operations and vendor contracts.
• Participate in creating specifications, and SOW for vendors, contractors and consultants engaged in projects for the company.
• Manage the design and develop of technical training documents for all operational tasks, regular routines and procedures.
• Gathered global requirements from 90 stakeholders/contacts/resources involved. Facilitated to consensus the negotiations leading to approval of the Project Requirements for the Service Desk Improvement Plan SIP . Condensed and rationalized thousands of non ITIL compliant processes in 90 different countries into a single common multi-regional set of workflows.
• Coordinated North American, Asian, African/Arabian, European and Latin American design, development and implementation of the Sun Identity Manager tool and process re-engineering.
• Drafted RFP for new virtual tape backup solution to replace inefficient legacy systems. Executed vendor RFP/RFQ process with IBM, HP, Sun and EMC as respondents. Decommissioned legacy tape backup silos and deployed consolidated virtual tape disk array in their place.
• Managed deployment of clustered Oracle HACMP environment, configuration, and load testing and product turnover on new generation hardware. Gathered 140 individual DB profile requirements and negotiated schedule for transfer to new system with each application owner and business unit. Project involved change control, UNIX, TWS Maestro , Legato, SAN storage, Oracle dB, IT business application owners totaling a roster of 100 participants, resources and SMEs.

Confidential

Designation- IT Project Manager

• Worked as a consultant for Genpact's Global client to implement Information Technology IT Application Development Infrastructure Management projects. These projects included out of the box as well as custom system implementations, enhancements, version upgrades, and technology design improvements for Fiserv's existing suite of Reinsurance applications in the J2EE service architecture and DB2 management systems totaling 75 mill
• Identify cost saving mechanisms to decrease the revenue cost to the organization
• Provided coaching and mentoring to project managers, system analysts and client managers
• Map/Gap analysis, strategic assessments to identify scalability and leverage of organization's application suite on varied IT platforms such as UNIX, Wintel and other technology stacks.
• Led a 2 year internal initiative to eliminate mainframe practices from Fiserv Reinsurance Products for the Insurance business unit and shift over to an End2End Oracle based application framework. This initiative includes managing diverse Development QA teams' off-shore on-shore involves an estimated spending of 10.3 million which will infuse a robust state of the art service product for the Reinsurance market.
• Led technical design reviews and necessary enterprise level architectural council walk through' s for the system functionality, conducted mini technical design cycles to deliver system PoC's, executed system architecture usability studies and generate prototypes.
• Led all processes of Project Management with strategic emphasis on Resource, Scope, Time cost, risk Change Management.
• End to end Communication management w.r.t providing initial business requirements customization recommendations to clients, detailed Project Plans work assignments collaborating internal, external client resources ,making GO/NO GO decisions approvals, providing detailed status reports strategic corporate meetings
• Created Forecasts of Cost Schedule Variances along with realistic estimates on Completion budget, resource requirements, Risk matrix standings, trends in Qualitative Quantitative risk analysis Scope Verification checks
• Designed major Milestone arrival checklist monitoring Scope creep across Development Testing environments
• Conducted Quality planning and acceptance criteria solutioning determining the test approach along with the QA Lead, devising a detailed timeline for testing setting up requisite milestones/trigger points, ensuring correct preparation of Hardware Software Testing environments, ensure utilization of the Bug Tracking system.
• Documented project/program results to formalize acceptance created Project archives Lessons Learned
• Driving Six Sigma and Lean Projects to streamline IT processes Governance patterns
• Oversee service delivery for over 464 Telecom Vendors worldwide key engagements with AT T, Verizon, Global Crossing, Cisco, F5, Bluecoat, Checkpoint, Reliance, Bharti, British Telecom, etc. for all the MPLS, Voice and various data networks.
• Key point of contact for all telecom projects. Responsible for project planning, analysis design, implementation and support at various clients locations globally.
• Manage service delivery projects designed for service improvement with various business units involving Hardware and Service Provider vendors.
• Responsible for driving End-2-End process, and standardization, optimization projects from design/architecture planning to implementation phase
• Develop Master and Competency related service agreement, billing, provisioning, and operational SLAs based on the requirements of the projects.
• Planning managing overall analysis, documentation, design and integration of complex IT infrastructure components.
• Planning managing overall analysis, documentation, design and integration of complex IT infrastructure components.
• Key stakeholder with respect to communicating and interfacing with various internal and external customers and vendors for solution identification, solution design and implementation of projects as per project plan and timelines.
• Assess, evaluate and manage high level risks at various project toll gates, assist in providing recommendations, and risk mitigation through detailed technical information gathering.
• Assist internal IT support teams with process improvements, process re-engineering with respect to industry standards - responsibilities are around SLA design development, implementation management