SUMMARY:

• IT Project Manager with 16 years of experience in IT industry with proven track record in management of IT projects such as launching of new services, IT operational change projects, delivery of complex enterprise business solutions, systems upgrade, systems integrations
• Continuous improvement, optimization of workflows and business critical processes, enhancement of services to customers. TEMPHas strong analytical skillset and experienced in the areas of business optimization and value improvement.

TECHNICAL SKILLS

• Project/Program Management.
• Risk Management
• Vendor Management
• Budgeting
• Scope Management
• MS Suite
• MS SharePoint
• MS Teams
• SDLC SQL
• IT Operations
• MS Excel
• MS Power Point
• Incident/Problem Management
• Change Management
• KPI Reports
• Continuous Improvement
• Reporting and Data Analysis

PROFESSIONAL EXPERIENCE

Confidential

Scrum Master/Product Owner

Responsibilities:

• Organized and facilitated daily stand - up meetings, backlog refinement, estimation, retrospectives, sprint and release planning, demo and other Scrum ceremonies .
• Implemented Scrum from scratch for ServiceNow development team.
• Helped HR Operations, Facilities, Legal, Vendor Management, Hardware Asset Management, Service Desk, Business Systems, Data Integrations teams to automate their business processes through ServiceNow Workflows.
• Managed ServiceNow/iOffice Integration, ServiceNow/inTune Integration, ServiceNow/Smartsheet Integration projects.
• Managed technical implementation of changes related to integration of ServiceNow with AI powered IT chatbot.
• Supported stakeholders during UAT, created test scripts, verified testing results.
• Worked collaboratively with Business and IT partner teams to support development and software delivery for ServiceNow platform.
• Gatheird business requirements, translated business requirements to technical requirements, created user stories in MS Azure DevOps, created workflows technical design documents.
• Managed ServiceNow platform release upgrades (New York, Orlando, Quebec)
• Managed rollout of ServiceNow changes to production.Verified dat all changes planned for deployment met change control checkpoints
• Removed impediments and made issues and problems visible.
• Coached the development team and stakeholders on how to use Agile/Scrum practices at a pace dat is sustainable and comfortable for the team and organization.
• Ensured the development teams practice the core agile principals of collaboration, prioritization, team accountability, and visibility.
• Ensured cross-functional coordination (analysts, developers, and testers) occurs early and often
• Mitigated all risks and issues executing resolutions on demand.
• Worked with diverse teams with diverse personalities, during high pressure scenarios, within extremely tight deadlines.
• Worked closely with delivery teams to establish expectations.

Confidential

Project Coordinator

Responsibilities:

• ServiceNow project: verification of requirements, run daily stand-up calls, supported users during User Acceptance Testing, managed communications and technical discussions with vendors, created training materials and played key role for successful implementation of ServiceNow.
• SOX audit compliance project: gatheird IT evidence for SOX audit controls, provided data and information to external audit companies (Deloitte, PWC).
• Managed IT Infrastructure projects day to day operational activities in Agile environment using MS Teams. Managed project documentation in SharePoint. Updated project status report. Managed risks and issues. Collaborated with SME (AV/Telecom/Network/Desktop). Conducted project financial closeout.
• Built relationship with a new contractor, created SOP and defined the process of requesting services from this contractor.
• Implemented the new process for requesting of new Purchase Orders and changed the workflow for invoices approvals. This resulted in a transparency and simplified verification of financial records.
• Ensured on-time purchasing and delivery of all required project hardware and software: worked directly with sellers and equipment manufacturers, obtained quotes and ETA, placed orders using Lawson ERP system.

Confidential

Project Manager

Responsibilities:

• Managed the day to day operational and strategic activities from initiating to closeout for cross-functional telecoms projects: Radio System upgrade to Motorola (budget $12M) and SDH transmission system upgrade to DWDM (budget $19M)
• Led all aspects of project with respect to end-to-end planning including key milestones & deliverables, defined project scope, managed project budget, gatheird project requirements, monitored plans and progress against agreed deliverables
• Managed sub-contractors, interfaced with vendors and suppliers, managed the respective SLA
• Translated stakeholders’ strategic direction and business needs into technical requirements and project management plan.
• Single Point of Accountability for project success: accountable for on time, on budget quality delivery of project and achieving key client milestones and deliverables, identified metrics and critical success factors for project success
• Identified mitigated and resolved issues.
• Project status reporting: monitored and reported on the progress of projects, set up agenda, reports and minutes of meetings
• Created all relevant project documentation: Business case, Project Charter, Statement of work (SoW), Project Execution Plan (PEP), Basis of Design (BoD ),WBS, RAID according to PMI standards .
• Organized the meetings with Engineering team to review design documents/drawings and functional specs
• Identified project risks and issues. Conducted monthly risk review workshop. Recommended mitigation plans.
• Ensured project stays on schedule, ensured the achievement of timelines.
• Used earned value techniques to evaluate project success. Tracked & reported on pending/overdue actions of the projects, managed follow-up activities and escalated issues.

Confidential

Senior Project Manager

Responsibilities:

• IT Service Delivery work planning: planning activities for Service Delivery team. Managed multiple tasks and small to mid-size projects for Service Delivery program.
• Risk management: Weekly review and update of risks and issues register to ensure the risk mitigation plans are implemented.
• Developed Company’s first ever Change Management Process and Procedure. Gatheird, analyzed and planned all IT infrastructure operational changes. Managed weekly Change Advisory Board meeting
• Gatheird business requirements, implemented and supported Microsoft Service Manager system. Service Manager System was used by majority of technology directorate users during the games-time period.
• Managed end-user experience contributed to the successful smooth transition of users to cloud environment and changeover of IT equipment for all Confidential staff.
• Readiness Tracking: Updated Project dashboard report with the latest status and milestones of Service Delivery portfolio, updated project schedules.
• Managed the distributed team of Venue Help Desk managers during games-time period

Confidential

Project Manager

Responsibilities:

• Provided pre-sales project management support.
• Managed changes to AVIS system using Scrum framework.
• Contributed to business development activities such as pre-sales client presentations, research, requests for proposal
• Managed Continuous Improvement Program for Billing Applications in wireless industry
• Developed Company’s first-ever Services Performance Dashboard resulted in a transparency of all billing processes to stakeholders.
• Evaluated incidents report. Facilitated regular meetings with Customer Relations department to discuss their concerns about the current issues. Conducted root-cause analysis of incidents and resolved the problems permanently. This resulted in a decrease of incidents number and reduced the waiting queue for Call Center IVR from 60 to 7.
• Developed the automated tool for validation of price setting for billing services. The first iteration revealed the wrong price for calls to several short numbers. The wrong settings were corrected. This correction eliminated the financial loss up to $30K monthly.
• Developed the automated tool for checking and expanding of billing services capacity

Confidential

Billing and VAS Operations Manager

Responsibilities:

• Planned and implemented Billing Customer Services & Support Program.
• Ensured timely activity and productivity of technical support and efficient use of resources to meet project requirements.
• Collaborated with other workstream to get their feedback on services performance and prioritize the projects for billing continuous improvement program
• Single point of accountability for successful and on-time completion of monthly Billing campaign
• Provided regular projects dashboard reports.
• Recommended performance improvements to decrease time to market for new services and marketing campaigns
• Ensured technical support of Billing Applications provided according to contract SLA.
• Analyzed systems’ performance and recommended the required changes.
• Proposed business solutions for different types of requests from other workstreams (Finance, Sales, Marketing)
• Managed the installation of application patches, releases and enhancements following IT Change Control guidelines.
• Budget estimation for Billing and VAS Dept.
• Identified and implemented changes for improving the operational efficiency of the department and enhancing service to customers
• Performance management: Creation and control of KPI and metrics for Billing and VAS Applications
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• Planned maintenance works managed the installation of upgrades, releases and enhancements following IT Change Control guidelines.