SUMMARY

• More than 13+ years of progressive experience in Application Development, Maintenance and Production Support
• Experience in Delivery Management, Portfolio management, Project Management, SLA ManagementFinancial Planning, Forecasting and budgeting and resource planning for application development, AVM, Production support projects.
• Vast implementation experience in leading Service management, Service Strategy / Service Design / Service Transition / Service Operations / Continual Service Improvement / Risk Assessment/Impact Analysis / Contingency Planning, establishing PMO, setting up of project governance, metrics framework & in - depth knowledge Project Management & Quality standards & methodologies like ITIL v3 & v2, ISO 9001, 20K, Six sigma & Lean etc.
• Expert in Defining SLA’s / KPI’s, Audits, Risk management, Confidential Maps, Preparing Dashboards, Defect Prevention, Verification and Validation, Measurement and Analysis
• Identified and initiated Confidential improvements that resulted in productivity improvement by 20%, reduction of effort by 30%.
• Strong commitment to Customer Satisfaction and Quality Service.
• Action-oriented with strong ability to communicate effectively with technology, executive and business audiences.
• Proven ability to deliver substantial revenue, productivity, and quality Improvement through well managed, on- time projects.
• Managed complex projects with budget ranging from $0.5 Million to $5 Million.
• Managed team size (Onshore & Offshore) from 10-50 professional resources in multiple projects in matrix organizations in US, Canada, Swiz & India.
• Have executed development and managed maintenance projects in eBusiness, operations centers & Data warehousing.
• Created Delivery and Project Maturity models to evaluate the maturity of project and periodically track the progress.
• Created forecast models to analyze the future volumes of Data based on historic volumes.
• Headed the Operations Maturity Initiative for North America to drive Customer Governance, ISO 20000 Certification and overall Operations improvement for around 15 Clients.
• Experience in Insurance, Retail, Life Sciences, BFS, Telecom & Utilities Domains.

TECHNICAL SKILLS

Frameworks: ITIL V3, ISO 20k, Project Management Institute PMBOK, Metrics Management, Lean & Six Sigma

Processes: All ITIL Processes including; Service Level, Service Catalog, Financial, Incident, Change, Knowledge, Problem, Request Fulfillment, Access, Release Management, Continual Service Improvement, Project Management and SDLC

IT Functional: Service Desk, Infrastructure, Operations, Application, Project Management and Service Management

Tools: BMC Remedy ver 8.1, IBM Maximo, SAP Business Objects Enterprise, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) MS Project, MS Visio, RACI, Pareto Analysis, Cause and Effect analysis, Control Charts, Brainstorming and Failure Mode Effect Analysis

PROFESSIONAL EXPERIENCE

Production Support Manager

Confidential, Hartford, CT

Responsibilities:

• Developed an ITIL Road Map detailing Quick Wins, Medium and Long term goals and objectives.
• Managed the scope of the project, and ensures that scope change are reviewed and approved by the Program Manager and Business Sponsor where appropriate.
• Ensured project budget, cost and schedule information in an accurate and timely manner.
• Managed & delivered multiple complex business-sponsored IT projects on time, within budget, and within scope.
• Handling first level production support from offshore.
• Offshore Production Support
• Leaded a matrix project team (onshore & offshore) and executed assigned tasks and coordinated the efforts of internal and external project team members.
• Ensured that project team member’s completed tasks and deliverables on time and that the project delivered as promised functionality.
• Established a best in class continual service improvement Confidential
• Responsible for project execution, status tracking, issues tracking, changes tracking, risk tracking and monitoring and reporting to customer.
• Defined & Implemented Metrics Framework
• Managed onshore/offshore production support team of 50.
• Enhanced employee / tool efficiencies by utilizing data as true source for metrics & reports
• Improvised existing management metrics for the monthly operating review report
• Mentored support (technical & business) team on how to use Root Cause Analysis tools in problem-solving.
• Collected, organized and analyzed data to identify and recommend systemic improvement opportunities
• Provided thought leadership for improvement and sustainability efforts across all levels for ongoing operational issues
• Established Balance Scorecard with measureable metrics helping senior & executive management in decision making
• Provided strategic direction, training, and facilitation to achieve a culture of continuous improvement
• Negotiated effectively with Business & Sr. Management on last minute change request why we should or should not implement.
• Identified and capitalized on interdependencies within the project to ensure end-to-end synergy during all phases of the project life cycle.
• Effective utilization of project resources and proactively communicates resource capacity and shortages to the appropriate Resource Manager.
• Liaised between project teams and/or the Program Manager to ensure that expectations and objectives are clearly understood by all parties
• Proactively evaluated project activities, build contingency plans, execute corrective action, and monitor issue resolution to mitigate risks such as scope and/or budget variances.
• Establish ownership and goals regarding Continuous Improvement in each Business Unit
• Provided thought leadership and help decision making on the following:
• Manage and develop Continuous Improvement resources/teams
• Create a supportive work climate
• Drive a corporate culture of strategic thinking and continuous improvement across the enterprise
• Identify customer requirements and measure satisfaction for BPI
• Develop and deploy a reporting mechanism to manage and track Continuous Improvement activities and results
• Project execution, status tracking, issues tracking, changes tracking, risk tracking and monitoring and reporting to customer.
• Project communication (to project team, customer and supporting groups) and knowledge management.
• Performance measurement and corrective actions for deviations. Resolve conflicts and issues not resolvable at lower levels
• Negotiate with vendors to hire staff in support for special SDLC & ITSM project initiatives

Environment: - UNIX, Shell Scripting, Java, J2ee,, Datapower, Informix 4.3, UNIX, Shell Scripting C/C++.MF COBOL, Sybase 12.5, UNIX, Shell Scripting, Java, XML, Hibernate

Associate Consultant

Confidential

Responsibilities:

• Achieved ISO 20K Certification for Wipro, India
• Ensured Wipro processes during startup, execution and closure phases and deploying Project and Quality Management Tools.
• Offshore Production Support
• Offered high-end consultation on identification of pain areas in projects and consequently driving performance improvements through processes by reducing effort and improving productivity
• Proactively identified critical and high risks in Projects from Confidential perspective and implemented corrective action & placed preventive measure keeping the senior Management informed.
• Defined and implemented performance level metrics & dashboards
• Developed an ITIL Road Map detailing Quick Wins, Medium and Long term goals and objectives.
• Established a best in class continual service improvement Confidential

Quality Analyst

Confidential

Responsibilities:

• Achieved eSCM Certification for IBM Global Services, India
• Metrics / SLA management.
• Conducted Audits for ISO and eSCM
• Interacted with the client on behalf of the team and enhanced better and consistent performance thereby working towards meeting and maintaining the client SLA.
• Identified Quality Initiatives (Six Sigma & Lean) and tracking to closure and reporting of benefits.
• My job primarily revolves around resolving customer issues, which are mostly related to their orders placed at Dell Computer Corporation.
• Offshore Production Support
• Manage escalated issues, following up accordingly with functional managers to implement the necessary resolution.
• Taking calls that are directly transferred by frontline agents when customer feels that frontline agent did not resolve the issue.
• Providing closed loop feedback to reps on issues they could have handled at their level but were escalated.
• Trained the new hires on how to take calls and handle the customer issues by being a mentor