PROFILE SUMMARY

• Over 10 years of diverse progressive experience in Information Technology, with emphasis on Project Management, Project Coordination, Business Analysis and Software Testing.
• Expertise in Enterprise IT project life cycle, datacenter services, architecture analysis, application development, testing and implementation of methodologies and complex solutions in large organizations.
• Excellent communicator and problem solver with ability to promote a positive work environment.
• Strong knowledge of Project Management Life Cycle and SDLC methodologies (Waterfall and Agile).
• Managed, developed and contributed significantly to Enterprise level PMO initiatives.
• Strong organizational and team management skills with the ability to manage multiple priorities / deadlines.

PROFESSIONAL EXPERIENCE

Confidential

Senior Service Manager

Responsibilities:

• Responsible for customer service, delivery and ongoing management of the company's Commercial Enterprise Cloud customers worldwide.
• Develop client communications for the project implementation.
• Responsible for development, maintenance and execution of project delivery plans and managing partners to project timelines.
• Work closely with all service delivery teams within Verizon to ensure that effective delivery strategies are communicated throughout the organization.
• Work and collaborate with various technical teams and resources consisting of Architects, DBAs, System Admins, Client Engineers and Global Support Services team.
• Coach and mentor teams of client delivery personnel (Service managers, project managers, and other account managers).
• Train new Service Managers on Verizon tools.
• Help development team by taking part in UAT team and represent Client Service Management in the meetings.
• Project Management, Capacity Management, Change Management, Metrics/Reporting and Incident Communication are some of the many areas that I assist clients ensuring that all contracted services are operating as designed.
• Ensures customers receive world - class care and execution for the delivery and management of services to optimize businesses outcomes, including managed solutions operations for communications, network, IT and security, and outsourced solutions.
• Ensures client solutions are supportable within Company framework of services and service level agreements.
• Develop project plans and matrix manages all internal and external client partners.
• Perform risk mitigation to ensure minimal impact to service delivery and milestone execution.

Confidential

Project Manager / Business Analyst

Responsibilities:

• Managed Capital Expenditure process, budgeting, forecasting and procurement of hardware for Information Technology projects.
• Work with the engineering team to design solutions for scalability, reliability, manageability, performance, and security for strategic direction.
• Create and maintained standard project documentation including proposals, statement of work, project charter, resource timesheets, vendor NDAs, SLAs, project closure documents etc to achieve compliance.
• Submit and track requests through all phases of the technical and Confidential approval process.
• Ensure that sign off is received from various support and technology teams on the solution as well as approval to purchase hardware from procurement.
• Led the projects from initiation through implementation including phases such as planning, execution, monitoring/controlling, and close-out.
• Analyzed clients' needs and defined project scope, requirements, schedule, budget, and deliverables.
• Track schedules, allocate resources, manage budgets and, evaluate potential risks and scope creep.
• Work with both the clients and vendors on price points and availability of the products.
• Coordinate with Data Center representatives to ensure the infrastructure has adequate power, cabling and resources to complete deployments, installed and on schedule.
• Created SOP for the internal configuration team, which included an end-to-end process for server builds, deployment and delivery.
• Present monthly/quarterly status reports to Executive Steering Committee, covering major project risks, issues and cost / schedule performance.
• Bi yearly meetings with the clients’ Program Director for Enterprise Infrastructure Management, to help manage environment setup for multiple projects.
• Supervised all key workflowsdisciplines including Business Modeling, Requirements, Analysis and Design, Implementation, Test, Deployment,Configuration/Change Management.
• Utilized SDLC methodology, blended withagile development and project management protocols to lead local and global development teams involved in the implementation.
• Managed teams of software developers, including offshore contractors.
• Managed the scope by ensuring change requests are properly documented and approved.
• Facilitate initial proposal meetings and ongoing discussions throughout the Project lifecycle
• Coordinated with QA/QC staff for product functional and system testing.
• Reviewed and analyzed project documentation for all assigned projects to ensure that the project requirements are clearly defined.
• Used disciplined project management methods and tools to ensure that project is delivered as planned.
• Prepared & maintained evaluation summaries of test runs during simulations as part of the project closure process and implementation.
• Analyzed test results and reported root causes for test failures by closely working with the development team.
• Presented market findings to all levels of business users.
• Developed and designed marketing campaigns for a targeted Market (Mortgage Companies).
• Worked with Program Management Office and Shared Services Staff to incorporate key learnings into business.

Confidential

Jr. Project Manager

Responsibilities:

• Created and implemented IT Support methodologies for help desk & support for the U.S. Open project.
• Planned and tracked, updated program schedule status and overall program plan.
• Trained a new team of desktop & helpdesk support engineers
• Reviewed, revised and implemented year-round processes and procedures for support of USTA’s headquarters and all satellite offices in the country.
• Coordinate and co-managed the helpdesk staff onshore and offshore. Made sure all SLA’s terms were being met and adhered to in a proper manner
• Assisted the Service Delivery manager in hiring and training a new team of support engineers.
• Successfully coordinated and partly managed the deployment of 42 business centers for Intercontinental Hotels Group nation wide
• Conducted resource allocation to be cost effective and on time
• Part of an inside support team and managed 2 major accounts, Lehman Brothers and AXA Financials, which produced over $30 million in Hardware Sales & Professional consulting revenue.
• Developed and maintained favorable relationships with existing Fortune 500 clients in order to increase revenue. Ensured that all IT services consistently met client needs.
• Consolidate weekly sales reports from all Jr. Reps and present it to the sales manager on a bi-weekly basis.
• Managed a team of two Junior Sale Reps.
• Prepared and developed RFP responses for consulting services.
• Maintained and supported in house Business Management Software (BMS). Application's functionality involved tracking pricing of the products, placing an order, process the order and tracking the order for business users.
• Developed SOPs, executed test scripts, document test results in accordance with standards.
• Provided support and interfaced with Business Users groups.
• Maintained the testing documentation following Quality Assurance Library SOPs/Guidelines.