SUMMARY

• 20+ years of work experience, with strong, effective, highly politically astute specialist in on - time, on-budget management and delivery of IT projects with excellent communications and results focused leadership skills.
• 8+ years of direct SAP and I/T project and integration management experience (project and program management, process scoping, re-engineering, design and configuration, SAP landscape and planning, change management and data conversion).
• In depth experience in managing, leading on-time delivery of SAP upgrade and interface projects, supply chain process improvement and change management initiatives and salvaging troubled “over-run” project.
• 10+ years in the Supply Chain, Utilities, Banking, Insurance, Real Estate, Environmental and constructions.
• Excellent cross-modular knowledge and experience on SD, MM, FI, CO, IS-U/CCS, CRM, APO, BI, PP and PM business processes.
• Experience in configuration of SAP IS-U Billing and Invoicing in the Gas and Electricity industry, Sales & Distribution (SD), Material Master (MM), Finance (FI), EDI, and Global Trade Services (GTS).
• Performed the role of Program Manager and obtained ISO 20000 certification for HCL.
• Played key role preparing the documents and presenting it to the external auditor for ISO 27001 Re-certification for HCL.
• Managed teams of 40+ people within a matrix environment with different technical skills.
• Handled multiple projects as Project manager which exceeds total budget of $ 1.5 million.
• Outstanding planning, execution, monitoring, Program Coordination, Risk Mitigation, Process Management and Project Management. Managed Implementation of ITIL concepts: Availability, Incident, Problem, Change, Release and Service Delivery Management.
• Reviewed contracts with project stakeholders and ensure full comprehension of project terms and requirements.
• Familiar with Software Development Life Cycle from planning, developing, testing, releasing, supporting to end of service, extensive experience in Agile development.
• Taken ownership of all assigned sustainment activities and delivered them efficiently using budgeted amount of time
• Excel at communicating with clients to provide accurate reporting and information regarding the ongoing projects and initiatives and has ability to support multiple simultaneous projects in a matrix organizational structure.
• Developing/deploying common project management methodology and creating / refining project management processes
• Vast experience in vendor management, investigate requirements and associated systems in clients’ sites.
• Communicated regularly with senior management to address process and system improvements, as well as KPIs, quality and costs based on SLAs. Influenced senior level leaders and partner with other IT Managers.
• Exceptional Leader with exposure in conceptualizing measures to optimize the resource/capacity utilization.

PROFESSIONAL EXPERIENCE

Sr. Project Manager

Confidential

Responsibilities

• Led and facilitated multiple stakeholder and project team meetings and workshops. This included project scope determination, definition of deliverables, confirming milestones and high-level schedules and detailed project planning (including resource requirements). This also included improved measures for SAP security and system access.
• Provided SAP project management responsibilities and consulting on-behalf of a project stakeholder team during the project initiation and blueprint phases.
• Completed and obtained Leadership sign-off for the Project Charter and the Project Management Procedures document detailing the complete scope, schedule, deliverables, timelines, project organization, and methodology of approach for the project. This included leading and participating in numerous working sessions with project leadership and key stakeholders in confirming and concluding on project scope and the completion of the project “kick-off” with all organizational units affected by the implementation.
• Worked closely with the technical lead and team resources to identify key objectives, deliverables, and detailed plan of the work to be completed during the blueprint, realization and all other key phases of the project. This included the completion of the data conversion scope and strategy document and the SAP development scope and detailed plan.
• Completed approved detailed MS project plan; assigned accountabilities and launched blueprint activities.
• Monitored and participated in key blueprint activities during weekly meetings and on-going workshops.
• Administered product delivery and held various leadership roles throughout the project.
• Served as a project lead and sphere headed design build and testing of process and system functionality while maintaining and meeting project plan objective.
• Developed Life Cycle process (including high & detailed requirements definition and approval, coding, unit testing, acceptance testing, regression testing and promotion of the change to production system), and development guidelines by effectively managing development resources and working closely with Project lead.
• Managing recruitment, selection, induction, appraisal, performance, training and development processes of both permanent and contract staff in IT Service Delivery
• Ensure adherence to Processes and Standards to meet internal and external customers Service Delivery expectations
• Developing and maintaining relationships with any or all of the: Quality Analyst, Human Resources Partners, Senior Human Resources personnel and Senior Operational Managers, Recruitment Services Technology liaisons, Recruitment Resource Centre Management
• Managed and supervised business and technical staff while communicating with leadership in delivery.
• Acted as workstream lead in the end to end design of management, and leadership of business and technical staff while complying with project budget and timeline constraint
• Developed process and tools for opportunities tracking, bid decision making and proposal development.
• Organized all IT functions around partnerships to better support business unit goals.
• Established project integration requirements across all systems and applications affected by the upgrade project.
• Established project organization and confirmed the project team (including all required business and technical resources).
• Obtained the assignment of all requested resources required as part of the work team.
• Ran regular project status and review meetings and completed regular project status report for the company’s IS leadership Team and business stakeholders
• Oversaw and assessed risk, driving efforts to address problem areas and implement contingency plans.
• Managed project plans with budgets, resource plans, scope and set milestones.
• Managed many concurrent small projects to meet the needs of the overall program.
• Single point of contact for all communications between the customer and Company.
• Managing staff to ensure that all milestones are achieved within the agreed timeframes.
• Lead high quality delivery with responsibility for IT task tracking, time reporting, issue tracking, estimate submissions and project status reporting.
• Worked with End-users and Customer Care Representative in order to clarified problems and provide instant solution to the issues in hand.
• Developing/deploying common project management methodology and creating / refining project management processes
• Conducting daily, weekly huddles with Staff, cascading implementation partner and customer information as appropriate.
• Worked with assigned on-site and off-shore functional and technical resources to develop and execute all project activities.
• Prepare standard and ad hoc management reports and presentations.
• Track record of successfully completing project within scheduled Timeline and below budget.
• Consulted with management and reviewed project proposals to determine goals, time frame, funding limitations procedures for accomplishing project, staffing requirements and allotment of resources.
• Ensured all changes were compliant with extremely rigorous ITIL based change management process. Also, ensured changes were compliant with Clients other processes including requirements gathering, design, development, testing, capacity, documentation, and release to production processes.
• Provided risk management and issue resolution.
• Prepared project status reports and kept team, management, clients and others informed of project status and related issues.
• Directed and coordinated activities of project personnel to ensure project progressed on schedule.
• Accountable for internal and external project progress reporting as prescribed by the Program Management Office standards and executive leadership.
• Implementation and Post Implementation Support as SAP IS-U Billing Functional Consultant.
• Experience in coordinating the integration & configuration of SAP systems working with multiple teams at the same time.
• Performing operational routine sustainment activities and system maintenance.
• Part of testing team for Bill print package, PST Realignment, HST etc...
• Have excellent team building abilities; able to work as a team member, sharing knowledge for the benefit of the team and the service
• Handling Production support incidents on SD, EDI and GTS.
• Worked with different business users across geographies NA, EMEA and APAC.
• Prioritizing and performinganalysis and resolution of the incidents on daily basis.
• Worked with various functional groups to optimize the tasks & activities carried out in Sales, Delivery and Billing Processes.
• Good exposure in handling various EDI signals - Inbound and Outbound signals.
• Experience in handling Global Trade Services (GTS) module for Sales and Delivery validations in line with US Commerce export compliance.

Confidential

Relationship Manager / Scheduling Analyst

Responsibilities:

• Performed trend analysis to highlight reoccurring incidents within schedule processing environments and develop solutions to address root cause.
• Produce schedules for Contact Centre and analyze schedule output and actual against initial forecasts.
• Prepared schedule status reports and management, clients and others informed of schedule status and related issues.
• Key contact for issues and investigations related to batch schedules
• Developed, tested and implemented new batch jobs, calendars and schedules.
• Worked with the IT Team to ensure smooth day-to-day contact center operations.
• Consecutively won three quarters for best sales man in Canada.
• Collaborated with senior management community to identify Service gaps and performance issues.
• Developed and executed business development (sales) and relationship plans.
• Responsible for partnering with internal groups to meet revenue targets.
• Assisted Master Card in the promotion of new products and special initiatives through referring these clients to business advisors for other planning services.
• Build relationships with clients, identify and/or create opportunities to up sell MasterCard products. Proven ability to “close”
• Handled customer retention
• Establish and maintain good customer and colleague relationships through active listening, demonstrating empathy, diffusing emotions and the resolution of interpersonal conflicts.
• Research and analyze potential markets; project forecast on which new projects are based
• Extensive experience in imitating contacts and creating and establishing project plans and budget
• Evaluate cost proposal submitted by Contractors and make recommendations.
• Respond to call for tenders, review contracts and quotations ensuring technical and commercial terms are met to safeguard the Company's interest.
• Attend pre-tender meetings and inspection of projects and submit commercial and technical queries.
• Negotiated contracts to ensure adherence to orders by the customer and delivery by the company
• Project co-ordination and implementation. Commissioning of treatment systems and operator training
• Technical meeting with clients. Preparation of Technical manuals, operation and maintenance (O&M) manuals and presentations/class room sessions for operator training
• Projects delivered on-time and on-budget