SUMMARY:

• Developed a Prioritization/Escalation system that was adopted by IT Staff across the market after successful execution resulting a reduction of escalations more than 80% and increased the customer confidence more than 60%.
• Coordinated BI team on adding features to existing applications adhering to Customer Requests and achieving Customer Approvals and Satisfaction after deployment.
• Managed Executive's expectations and build productive relationships among competing projects and tight deadlines.
• Created a change control process from the "Ground up" for the Executive Support System amongst the global team with escalation processes, checks and balances. It almost eliminated the negative feedbacks that were received from the Leadership team which puzzled the CIO.
• Implemented Agile Methodology in Infrastructure projects, structured with Waterfall, increasing the accuracy and success rate by 40% and meeting the deadline and under budget almost 100% of the time.

PROFILE:

• Led projects involving Infrastructure and Application upgrade/deployment
• Conducted and managed Procurement of hardware and software necessary for the projects
• Managed Stakeholders’ expectation, escalations, and change requests
• Directly involved in ROI Prioritization, Business Analysis, and Cost Benefit Analysis
• Led and managed IS Service Delivery, Outsourcing, Change Management, and Collaboration
• Coordinated Application/Software Development/Deployment teams through full SDLC
• Monitored and analyzed KPI, SLA, SLO and implemented change to optimize
• Actively involved in Technical Writing, Documentation, and Implementation
• Supervised user and staff, scheduling, setting up performance criteria
• Worked on managing access in Active Directory and other resources and process implementation
• Created brainstorming session, Feedback discussion, then implement Development
• IT strategy documents with a focus on metrics and measureable business results
• Implemented ITIL and best practices in ITSM with evaluation and feedback
• Actively involved in Leadership/Mentoring program being coached and a mentor
• Liaised with Vendors and IT Solution Providers on critical issues and projects
• Formed, executed, and managed IS Communications to Executives and Stakeholders
• Managed Vendors on new projects administering negotiation and guidelines
• Communicated, assessed and managed Risks involving Executives and Stakeholders
• Addressed more complex IS issues that were escalated
• Coordinated Budget Forecasting and Management & Control
• Administered IS Research, Development, and Testing
• Adhered and applied Agile Methodology such as Scrum, applying the definition of done.
• Supported Client environment of 1000+ users at HQ and other markets and regions (EMEA, APAC)

TECHNICAL SKILLS:

Windows 2000, XP, Vista, 7, Mac OS, Windows Servers 2003, 2008, Cisco Networks (routers, switches), VMWare, Active Directory, Remote Access, BYOD implementation/evaluation, minor Exchange Admin, iPhone/iPad/iMac rollout/support/ management, Blackberry/BES, MCSE (NT4), MS Project, Office, Visio, Remedy, Jira, Confluence, Daptiv, SCRUM, Waterfall, Agile, Web Design & Development, Norton, PGP, Security, CRM, WLAN, IP, DNS, AD Group Policy, BitLocker, SharePoint, Symantec EP, Cisco Phone System, Certified Scrum Master

EXPERIENCE:

Confidential

Project Manager

Responsibilities:

• Infrastructure implementation project within Cyber - Security department overhauling the structure and security features.
• Managing analysis, documentation, processes and procedures.
• Gathering business requirements and functional requirements.
• Managing Action Items, Minutes, and parts of projects.
• Collaborating with other BAs and PMs on different projects under one Program and Portfolio.
• Project and Program involving the creation of new AD/single Forest with multiple domains involving brand new and best of breed technology and infrastructure.
• Projects that are in place: Infrastructure & Implementation, Remediation & Migration, Process & Procedures
• Applying agile methodology in the POC environment sketching multiple phases involving major application to prove out the new architectural plan, infrastructure, and migration plan.

Confidential, Boston Blue, ID

Program Manager/Digital Project Manager

Responsibilities:

• Managing the setup/support (part-time) of the Infrastructure for the startup company.
• Managing the project involving design and implementation of the Website for the startup company to in corporate the digital transaction and communications for their customers while focusing on the corporate image and stakeholders’ requirements.
• Worked on multiple projects as follows:
• Moved the inventory list of products in to digital format to be accessed by different offices in different regions.
• Created Point-Of-Sale system for the customer where the data could be analyzed and managed for forecasting and process improvement purposes.

Confidential

Project Manager, Infrastructure

Responsibilities:

• NA Restructuring project involving network management, Account management in AD, data retention, asset management, asset reassignment resulting smooth transition and separation of data, network, and asset. Worked closely with all business groups from initiation to close of the project adhering both Agile and Waterfall methodology in order to assure the successful completion of each phase of the project. Led the Technical Team working on the project. Wrote scripts necessary for the team. Managed daily updates and escalation process.
• Experience in Upgrading Citrix.
• Access Control project for Sales team conducting the separation of networks, servers, and services. Involved Sales Executives as well as Distributors in Scope Determination and Requirements Gathering processes. Worked closely with other Project Leads chosen from each region in order to achieve success/satisfaction at the regional/local level. Worked hands-on within the Infrastructure teams on execution, testing, and verification phases.
• Resource Action project involving data retention, asset management, access control management, maintaining confidentiality adhering to CARM processes. Managed access by working with Active Directory and Exchange and worked with Network group. Worked closely with all business group leads in order to main the discrete and sensitive nature of the processes. Worked with Stakeholders and Senior Leadership on Cost Benefit Analysis and Prioritization of the projects and phases. The Agile setup of the project ensured the smooth execution with live information and very short notice.
• IPhone and iPad deployment projects deploying new hardware to the Executive team. Initiation commenced by requirements gathering involving Stakeholders (Executives and Executive Assistants), documenting, consulting with Infrastructure, Security, and Procurement team for feasibility study and process change/improvement. Worked hands-on with the IS teams on Execution and then involved Stakeholders on Testing after limited deployment to volunteer Stakeholders managing feedback, expectations, escalations, and deployment schedule. Directly involved in the support structure and handover process to the support group.
• PGP software deployment involving IS Security, Infrastructure, and Application Development teams to tailor, manage, and deploy the application to the Senior Leadership Team. Worked from inception/initiation to close involving feedback and signoff.
• Application Upgrades involving Software Development team, Process Development team, BRMs, and Infrastructure team on budgeting, testing, executing, scheduling, managing, deploying, and closing with feedbacks.

Service Delivery Lead/Project Manager, Infrastructure

Confidential

Responsibilities:

• Led Application deployment managing client/Executives feedback and collaborated with Application Support and Development teams ensuring smooth transition with minimum downtime.
• Managed Stakeholders’ crises and concerns on day-to-day basis and on projects.
• Conducted Service Delivery adhering to ITIL and PMI while managing Customer Expectations.
• Prioritized Projects and Resources supporting Executives/Stakeholders demand and schedule.
• Approved installation of security software for NA Executives working with Change Management and performed Security Analysis ensuring the confidentiality of the privileged data and availability.
• Provided IS support to Executives in US and UK offices as well as other regions when needed by working with other markets’ IS team to achieve resolution to time sensitive and highly visible issues. Had full access to Active Directory, Exchange, BES, Firewall, etc. Providing highest level of Customer Service with most efficient response and resolution was the goal.
• Actively participated and conducted CAB meetings as they impacted my stakeholders.
• Managed IS support team providing support to the Conferences at various offsite locations in US and Europe to minimize technical downtime for the Executives and attendees and presentation/meeting interruption. Worked actively on the requirements gathering involving Executive Coordinator/CEO’s Assistant, procurement, RFS, and other processes to gather all the necessary equipment for the meetings - that included evaluate the needs, research the market, vendor presentation and negotiation, procurement, on time delivery, building the team using internal/external resources, traininr, etc.

Service Delivery/SME/Project Lead

Confidential

Responsibilities:

• Provided 24/7 support to over 40+ Executives and their Administrative Assistants in Global and North America region ensuring highest level of timely response and solution and customer satisfaction. Also, managed and provided remote support in foreign countries.
• Actively participated in CAB meetings and evaluated any change requests that may impacted Execs.
• Oversaw the procurement process for clients which involved identifying the needs, researching the market and availability, comparing the products, collecting feedbacks on products as well as manufacturers, vendor presentation and negotiation, overseeing installation and implementation.
• Managed issues by working with other groups within IBM to final resolution. Issues ranged from connectivity, data transfer, Blackberry, data recovery, messaging, printing, and new installs (hardware, software, databases, servers, switches, routers, CSU/DSU, etc.)
• Managed video conference support, outside conference setup and support in hotels and offsite location.
• Coordinated IS team working in IS Support Center setup at the Conferences in offsite locations in US and Europe minimizing downtime for the Executives and Customers attending the conferences.

Confidential

IT Analyst

Responsibilities:

• Actively engaged on project Homerun where Microsoft Windows 2000 was deployed - both front and back end. Upgraded IT infrastructure in multiple office buildings in Stamford, CT location and in California.
• Managed Projects upgrading networks and wiring closets to make it more manageable and optimum. Performed initial analysis, provided recommendations, acquired stakeholders approval using Project Definition Workshops, involved in all processes including the procurement process. Installed /tested LAN and WAN.
• Addressed more complex IS issues that were escalated and affected Executives
• Interfaced with Business and Infrastructure group on acquiring resolution.
• Addressed more technically challenging issues and escalations.
• Managed critical, highly visible, and time sensitive issues through resolution.

Confidential

Business Analyst /Infrastructure Team Lead

Responsibilities:

• Initiated and created a loaner pool of desktops and laptops for the IT Customer Service department to immediately replace the troubled PC and thus reduce the downtime of the end user.
• Managed Carve-out project to expeditiously separate North America IT infrastructure - networks, servers, messaging components, workstations - prior to the Seagram acquisition creating 2 separate IT infrastructures (Seagram and Universal).
• Worked on Y2K Compliance project as Project Lead consisted of 4 different phases of upgrade, change configuration, and testing to ensure functionality. Managed and monitored more than 16 consultants.
• Migrated from Windows95-98/Novell 3.12 to Windows 2000/Windows 2000 Servers and email system from Notes/Domino to Outlook/Exchange. This migration increased the productivity of the business by insuring more uptime; introducing internal Instant Messaging (IM), faster email routing, and increased protection against spam/external emails. Managed the phase involving the action plans related to the White Plains office/location
• Communicated with business satisfying the business requirements and then coordinated the scheduled maintenance where both desktop and infrastructure support personnel were involved. Communicated any emergency system failures to business with an explanation, possible impacts to the business, and estimated/projected downtime. Always made IS Technical Team aware of the business critical aspect before any maintenance and projects.
• Researched, tested, acquired, and then deployed ICS software for Human Resources there by increasing the availability of recruiting information. Performed the research and modification, testing and installation cycle with S-Plus software for R&D/Innovation department resulting in increased accuracy and availability of tracking information.
• Researched and analyzed price quotes of IT related products and followed through by procurement and deployment ensuring competitive prices and quality.
• Recommended, selected, and installed a networked printer for in-house purposes of printing AS400 Reports saving the company more than $30,000 monthly.
• Managed and maintained - Servers, Switches, Routers, etc. Installed and supported the following front-end applications: MCS, Business Objects, Rumba Mainframe/AS400, Oracle, Sybase, Remedy, Visio, Flash, ESSBase, etc. Provided procurement and technical support to remote locations such as D.C., Florida, and Chicago etc. as well as Globally to Europe, South America, etc.