SUMMARY

• Project Management Professional wif over 14+ years of experience managing complex, high visibility, strategic IT programs & infrastructure projects wif enterprise - wide global deployments across fortune 500 enterprises wifin banking, telecom, and internet industry
• Project Management / Business Analyst experience including kickoff, planning, execution, monitoring & control & Closing. End to end implementation of various telecom / infrastructure & Banking related projects.
• Service Delivery & Support experience including managing telecoms team & People Management wifin Project Management framework.
• Risk & Issue Management
• Performing internal risk analysis, and overseeing external risk assessments.
• Maintained risk Management capability for identifying, tracking and prioritizing risks for ITand Business
• Part of global PMO team
• Expertise in budgeting and pricing of large scale infrastructure projects
• Project Reports: Status Report, Dash Board updates, Weekly/Monthly/Biweekly reports, Risk Inventory report, Issue report, Executive Summary Report.
• Knowledge of Banking Domain, Infrastructure project management methodologies (PMP, Prince2). ITIL based Service Delivery model along wif expertise in remote management and Onsite/Offshore project delivery operations.
• Familiar wif and utilizedAgilemethodology.
• Organized theScrumofScrums(SoS) calls and escalated all cross-track issues and facilitated inter-track issue resolution
• Successfully established and managed PMO. Reduced costs and improved project efficiencies through centralized services and by implementing standardization. Skilled communicator often involved in co-ordination of large number of groups wif varying skills at multiple locations to accomplish tasks and goals.
• Well verse wif ITIL based change management, incident management, problem management, CMDB best practices.
• Skilled communicator equally adept at delivering complex technologies; leading teams to accomplish tasks and goals. Proven ability to analyze teh business needs and deliver on time and wifin budget, teh technology and infrastructure needed to accomplish teh objectives.
• Hands-on: Verint call recording solution; IP-telephony environment; Hardware procurement; LAN - WAN, network integration and network administration of Windows Servers; Incident Management; Problem Management; Change Management. Implementation of change records for upgrade of applications, rollout of security patches & applications in Confidential . User acceptance testing of application; Training and Building training collaterals; migration documents (e.g. Pre-migration, Operational Migration Document, IT User Requirement, Performance Level Agreement), training documents and support metrics documents
• Customers, Vendor & Tools: Nortel, Cisco, CTI, Verint Witness Recording Systems, eWFM.

TECHNICAL SKILLS

Environment’s: SMS - System Management Server, Windows Server 2003 / XP / NT / 2000 / 98, BES- Blackberry Enterprise Server.

Applications: MS Office Suite, MS Project, GSD, Service now

Email Client: Lotus Notes; Outlook

Database: SQL and MS Access

Documentation: Pre-migration, Operational Migration Document, IT User Requirement, Performance Level Agreement), training documents and support metrics documents.

Telephony: Working knowledge of Aspect & Avaya instruments used in voiced based process & understanding of TDMs, recorders.

Other: Remote Desktop, VPN.

PROFESSIONAL EXPERIENCE

Project Manager

Confidential, San Ramon, CA

Responsibilities:

• Lead teh project effort to partner wif Business to gather and document Requirement
• Provide input and expertise to Data Architect, Development and QA teams, and act as a SME for teh Business from project inception to Acceptance Testing
• As a Project Manager halp coordinate teh UAT efforts wif teh Business during Acceptance Phase of project
• Coordinate wif Business Analyst to create detailed, clear and concise Business Requirement including use-cases or stories, traceability matrixes, diagrams, and mock file/report samples
• Conduct meetings for Requirement gathering, and document teh same in a format that project team can easily understand and use as a guide for teh work effort
• Facilitate (JAD) Joint Application Development sessions to identify business rules and requirements and document them in a format that can be reviewed by business and technical teams
• Support business teams and cross-system teams in implementing tasks related to business solution planning, business case development as well as documenting and managing requirement throughout teh development lifecycle
• Manage/Control Change Management Process for all change requests
• Track production defects and assure they are fixed during future releases
• Provide regular statistics/scorecard/dash board update to senior management on project progress

CCAR Business Project Manager

Confidential, San Ramon, CA

Responsibilities:

• Part of team responsible for teh Management, execution and submission of CCAR reporting
• Manage CCAR program deliverables documentation
• Coordinate all requirement walk-throughs documented by BA team and ensure requirements are approved by LOBs and communicate wif BIDM team
• Adhere to PMO defined Project audits for Monthly and Quarterly submissions
• Provide periodic updates to Management and stakeholder on teh progress made for teh CCAR Project
• Collaborate wif different IT functions to set up a sustainable BAU process for CCAR program that address all business needs
• Manage/Control Change Management Process for all change requests
• Track production defects and assure they are fixed during future releases
• Provide regular statistics/scorecard on progress for documents to be produced
• Manage SharePoint Site for CCAR program
• Manage user access
• Support outgoing communications regarding program status

Project Manager/Business Analyst

Confidential, San Francisco, California

Responsibilities:

• Project included upgrading Verint application 7.8 to V 1.11 for 4 major contact centers
• Hybrid role of a Business Analyst (gathering PMO / reports requirements, documenting, create communications) and Project Manager (understanding teh full Portfolio process, understanding excel/budgets, creating PowerPoint slides) for utility company.
• As a Project Manager involved in risk management, resource management, stake holder management, project forecasting.
• Identifying and mitigating risks, and creating and managingprojectplans through their complete life cycle.
• Stake holder management: Extensive stake holder management which involved managing stake holders from various business entities.
• Manage vendors / business partner researching current external and internal IT and business risk and proposing solutions to mitigate new risks, and monitoring and assessing internal risk to proactively identify potential new threats and escalating as necessary.
• As a BA worked wif various business units to analyze complex business requirements and document them as technical requirements
• Experience working wif Project Management methodologies such as: Agile, Waterfall
• Advise management and PMO on matters concerning IT risk and controls for senior management to present to board of directors and audit committee.
• Coordinated resolution of issues across teams and communicated overall program status in order to ensure on-schedule completion of work and alignment wif executive management expectations
• Communication Management: As a project manager responsible for daily / weekly/biweekly project updates to Senior Management and teh project team along wif dash board update for Senior Directors.
• Vendor: Working closely wif teh vendor for all teh upgrades and maintaining coordination wif teh vendor and project team.
• Experience in working wifin a formal corporate PMO, which providedprojectgovernance utilizing standardprojectmanagement methodologies.

Project Manager

Confidential

Responsibilities:

• Roles has included project management and governance, program management, resource allocation, stakeholder management, project forecasting, performance analysis & metrics design, process improvement, relationship management, and management reporting
• Business analysis experience including working independently on large, complex projects to enhance production software systems/ application upgrade
• Ability to analyze complex business requirement
• As a part of PM team conducted regular audits on projects to identify new and existing risks and halp project manager’s come up wif plan to mitigate risks.
• Works wif external and internal stakeholders to identify and mitigate operational risks wifin teh business line.
• Exceptionally strong ability to communicate in writing and verbally on both business and technical subjects wif all levels of management; possesses strong interview and meeting facilitation skills
• As a part of PMO redefined project documentation and streamlined processes, Implemented best practices in project management and requirements management based on guidelines from teh Project Governance office
• Responsible for solution engineering and implementation project costing in teh enterprise and contact center voice domains.
• Lead Project Cost Estimation initiative to coordinate and request pricing from various 3rd party vendors for new installations, designs, and migrations for technology solutions.
• Mentored resources across business analyst teams
• Understanding of Product / System development life cycle
• Coordinated wif vendors from Cisco, Insight and Riverbed to estimate budget for new equipment’s and rack & stack required for new infrastructure.
• Supports cross tower teams in engineering solutions across multiple product environments.

Project Manager

Confidential

Responsibilities:

• Product owner for Verint Call recording solution in US which deals wif Full time and part-time recording and provided L3 support to ensure product stability.
• Worked wif Configuration Management Database (CMDB) team to maintain asset information for teh Data Centers. To include: Tracking and controlling all changes made in teh Data Center, adding new assets, removing assets, and disposal of assets.
• Validate wif Cyber Security and Engineering team that all project and accreditation information is correct in CMDB.
• Work closely wif system administrators and other stakeholders to collect data needed to maintain teh integrity of teh CMDB.
• Assist in developing change request requirements in relation to record keeping purposes for teh CMDB.
• Work closely wif teh DSS, Server Groups and teh Vendors to resolve issues.
• L3 support includes monitoring teh servers, recorders and networks, maintained systems reporting, tuning and performance optimization, expansion and upgrades.
• Involved in various Telecoms & Non Telecom Projects & Programs to enhance Product stability.
• Tracking Project deliverables and milestones on regular basis and keep all teh stakeholders informed on project status.
• Major involvement wif all Production Releases and coordination of activities
• As a Project Manager lead implementation, support and maintenance of teh Verint platform across multiple call centers wifin Confidential
• Hands on: CTI applications, IVRs, Unify, database and application server.
• Supports cross tower teams in engineering solutions across multiple product environments.
• Maintain Project Dashboard, Project Performance Measurement against KPI's, and established SLA's

Confidential

Business Analyst

Responsibilities:

• Facilitated implementation of call center telecommunication system solutions through effective requirement gathering, design, configuration, implementation and extensive vendor coordination. Follow-upactivities, training and ongoing support.
• Performed gap analysis, regular documentation updates and organized them for fast and easy retrieval
• Responsible for revising project plan and communicating to teh team wif ongoing project activities by conducting weekly project review meetings
• Involved throughout teh project lifecycle including implementation, support and maintenance of teh Witness platform across multiple call centers wifin teh Confidential infrastructure and to ensure teh platform remains stable wif minimum impact on business.
• Created a process for proactive monitoring of servers, recorders & networks and analysis &resolution of adhoc issues.
• Prepared and designed various ad hoc reports as request by teh Business unit.
• Developed and maintained relationships wif all applicable vendors that provide services for teh Witness/Verint Platform
• Participate in on-Call schedule on a rotational basis.

Confidential

Business Analyst

Responsibilities:

• Responsible for working wif operational departments to analyze gaps in business processes for training and formulate long and short term solutions. Responsibilities encompass workflow analysis, planning, change process and management of teh system enhancement processes.
• Partner wif operational leaders and their staff to determine training process and system needs which includes leading, managing and implementation processes wif a focus on continuous improvement.
• Assist in managing processes from origination to completion and defining teh technical and functional requirements as well as assisting wif training project planning.
• Created templates for Quality Assurance wif detail understanding of business process and applications, customer needs and priorities.
• Assist in teh project management process which includes planning, defining scope, design, testing, quality assurance, compliance, system documentation and user training.
• Develop business requirements definitions and adhere to client requirements
• Demonstrate strong analytical and problem solving skills, ability to work well wif people from many different disciplines wif varying degrees of experience.
• TEMPHas teh ability to adapt to a dynamically rapid changing business in a technical environment wif ability to maintain confidentiality.

Confidential

Business Analyst.

Responsibilities:

• Conducted business risk analysis to identify and develop effective risk mitigation strategies.
• Worked closely wif development team to verify that business needs are fulfilled & deliverables are produced wifin specified budget, quality & time.
• Developed system requirements specifications encompassing Functional and Non-Functional requirements. Defined context of teh system by creating various use cases.
• Assisted in documenting User Manual and facilitate UAT and provide follow up to resolve teh issues.
• Coordinate monitor troubleshooting to isolate and diagnose common system problem. Document system events to ensure continuous functionality.
• Coordinate system testing, upgrade & configuration of system files and services. Ensure changes are in accordance wif appropriate operating procedures.
• Utilize standard corporate tool to record change, service request and problem activity for tracking purpose.