TECHNICAL SKILLS

• Release Management
• Vendor and Account Management
• Solid Cross Functional experience
• Call Center Operations
• Strong cross group collaboration
• Change Management
• Incident Management
• ITIL experience
• Commitment to quality and process improvement
• Strong customer advocate
• Analytically Minded
• Project Management (PMP certified)
• Detail Oriented
• SDLC SME waterfall and Agile

PROFESSIONAL EXPERIENCE

Confidential

Senior Program Manager

Responsibilities:

• Own gap analysis, requirements gathering,, design and implementation of Confidential Dynamics CRM
• Create Security Model and permission all role types for MS Dynamics CRM Own Configuration of MS Dynamics CRM
• Manage and drive release of new services for Enterprise Azure, track and validation once implemented through monthly audits
• Manage all Pricing discounts track and validate through monthly audits
• Author and coordinate customer facing email communications for Enterprise Azure
• Author Help files and Pricing Overview Document and manage hand - off to localization
• Manage bulk credits and reduced turn-around time for calculation, issuance and approval from months to weeks.
• Support Azure Enterprise portal act as Subject Matter Expert for Pricing
• Lead weekly Operations meeting with key stakeholders

Service Delivery Program Manager

Confidential

Responsibilities:

• Consult with Service Owners and Service Managers regarding vendor performance and levels of responsiveness
• Oversee and manage a global virtual team of Support Analysts and Engineers in 6 Global Call centers ensuring process adherence, Customer Satisfaction and User experience
• Manage Cutover to new Helpdesk Vendors, including knowledge transfer, validation of infrastructure, testing IVR and readiness
• Monitor performance against agreed upon ITIL-based KPI’s
• Manage overall health of Helpdesk support, including response rate, resolution rate and customer satisfaction
• Responsible for Onboarding and readiness of IT applications and technologies
• Accountable for deployment of Enterprise ticketing system
• Organized triage meetings to mitigate risks and prioritized
• Effectively collaborated with client and the project team to identify compatibility and crucial change requests
• Identified and analyzed critical risks and maintained the Risk register and Issue Logs.
• Increased Resolution Rate by 54%
• Managed user acceptance testing, including the defect handling process and regression testing of code fixes
• IT Pro Award Recipient
• Deliver IT Award Recipient

Program Manager

Compliance Business Continuance

Responsibilities:

• Technical Dependency Analysis of critical applications
• Created Disaster Recovery strategy
• Presented process and strategy of Business continuance to all levels of management
• Obtained 1 million to fund and implement secondary environments for two critical business processes
• Develop and test SOX IT Controls
• Respond to the SOX 302 quarterly management survey and managing flow of responses for key SIT team members including GM
• Cross group collaboration with application teams; finance teams and corporate compliance groups
• Managed GAC testing and signoffs for 2 404 in—scope applications
• Own SDLC testing and signoffs for all in scope SIT applications.
• Manage vendor resources
• Gold Star Award Recipient

Program Manager/Systems Analyst

Confidential

Responsibilities:

• Analyzed, designed, managed quality and completion of features for internal incident management tool to budget and on schedule
• Analyzed and fleshed out business feature requirements provided by internal Confidential customers
• Constructed to-be workflows/storyboards
• Collaborated with feature team and drove UI design that addressed business functional requirements
• Created and implemented new UI Design iteration process based on parallel design principles
• Documented functional requirements, workflow and UI in functional specification documents
• Documented, triaged, prioritized, and analyzed bugs discovered to assist development for quick resolution

Release Program Manager

Confidential

Responsibilities:

• Coordinated release of incident management tool and time and expense tracking tools for the Americas region.
• Drove migration from legacy PSS applications for Latin American region
• Drove deployment of CRM application for LATAM region
• Performed Gap Analysis for Latin America subsidiaries
• Partnered with customer to prioritize business requirements and offered alternative solutions when necessary
• Owned overall regional deployment project plan including system availability, training schedule, UAT schedule go/no-go and post-mortem
• Responsible for effectively communicating deployment status & risks to all levels of management spanning across functional teams
• Implemented data migration strategy by teaming with production support, product management and test to coordinate and manage execution of data migration for the Consulting business application
• Managed data population of product database system for new LATAM market
• Created UAT issue submission, triage & resolution process
• Drove schedule of UAT build-out
• Partnered with customer tracked all functional UAT issues
• Manage Pre & Post Go-live activities

Support Analyst

Confidential

Responsibilities:

• Lead Analyst on the Enterprise CRM application, which supports a highly complex production system for the PSS division.
• Actively involved in planning and coordinating new tool releases and application upgrades for the US and internationally.
• Drove business requirements for internal production tools such as the Admin tool and many web related projects.
• Acted as consultant to internal teams and PSS business in addressing functionality/data questions, Change Requests and potential solutions/workarounds to issues that have arisen.
• Created formidable working relationships with the US PSS business.
• Provided excellent customer service, thorough, technically accurate and swift resolution to user reported functionality/data/system issues and questions.
• Identify serious impacting bugs and triage with Development, Test and SSIT Product Management to prioritize Quick Fix Resolutions.
• Implemented training program for Production Support targeting Clarify functionality and relationships between upstream and downstream systems.
• Craft and send succinct global notifications to approximately 6,000 users on a regular basis.
• Communicate system issues effectively to all levels of management.

Group Assistant

Confidential

Responsibilities:

• Managed budget including employee contracts, business contracts with vendors such as Clarify, and hardware purchases for desktops and servers.
• Responsible for Office space, new hire set up, and coordination of all large office moves.
• Prepared several reports and documents used in the mid-year and year-end reviews with the office of the Presidents
• Created and managed a project plan for all large scale projects in the organization.
• Organized quarterly All Hands meetings for the Sales and Support silo in ITG.

Confidential

Group Assistant

Responsibilities:

• Managed office space
• Administered the TimeKeeper tool, creating accounts and performing basic troubleshooting.
• Administered vendor and temporary agency requisitions
• Coordinated ship parties and employee morale events.