SUMMARY

• Senior Program Manager with over 16 years in the IT industry.
• Has vast experience with end to end implementations with several different technologies and products.
• Has experience with business development and presales. Self - starter with analytical and innovative mindset.
• 14 years of designing, developing, shipping, and supporting full lifecycle enterprise solutions.
• 5 years’ experience Program Management / Project Management. Various SDLCs - Agile, Waterfall, mixed
• 4 years in Operations: Infrastructure Support, Application Support and Maintenance.
• 6 years of Business Analyst experience
• Requirement Gathering, Functional Analysis, UI Design, Process Flows, Use Cases, JAD.
• Data analysis: Data mapping, cleansing, de-duplication analysis, data quality.
• Integration: architecture design, Data transformation and cross system mapping.
• Architecture: Cloud, BI, CRM, data archival, Globalization and Localization.
• Managed several projects end to end for solutions deployed on Azure cloud (IAAS, PAAS, SAAS) and on premise environments, managed critical environments in Azure Data Centers.
• Created tools for Delivery Unit Performance Metrics, SDLC Project Audits and Analysis
• Cloud implementations: Dynamics CRM, Dynamics AX, SharePoint, Dashboard - integrated suite deployments in private clouds.
• Over 12 years of consulting experience in USA and UK.

TECHNICAL SKILLS

CRM/ERP: Dynamics CRM 2013/2011/3.0, Dynamics AX7, AX 2009, Siebel 7.x, 2k, 99, 98, Dynamics CRM Online 2011, 2013

Cloud: Azure IAAS, PAAS, SAAS, Windows Server Hyper-V management

BI: Confidential stack, BI solutions, SSRS, SSIS, Power BI

Telecom: Speech IVR functional design, Call Center Technologies

Web & other: Familiar with HTML5, C # .Net, MVC, Entity Framework, Bootstrap, Angular JS

Reporting: Siebel analytics, Actuate Reports (v 3, 5), Crystal Reports

Database: SQL Server 2014/2, SSRS, Oracle, DB2

Collaboration: SharePoint 2013/2010, SharePoint Online

Tools: MS Office, Project, Visio, TFS, TFS online, SharePoint

Others: Global Delivery, Process Engineering, Strategic Planning, Program /Project Management, Project Audits, KPIs & metrics, Release Management, Team Building and Leadership, Cross Group Collaboration, Risk Analysis, Innovation, Scheduling and Budgeting, Continuous Improvement, Quality Assurance, Marketing Strategy, Rebranding, Business Development

PROFESSIONAL EXPERIENCE

Confidential

ITSM Program Manager, Delivery Manager

Responsibilities:

• Managed transition of Operations for Critical Environment Instrumentation for 24 data centers across USA, Ireland, Netherlands and Singapore.
• Setup 24x7 Support for Tier 1 to Tier 3 for Incident Management with shift rotations and handoffs.
• Implemented ITIL methodologies for managing Incident, Inventory, Problem, Change, and Availability. Transitioned services to steady state for CSI - continuous service improvement.
• Interviewed, hired, and on-boarded team. Managed virtual team of 30 service engineers
• Coached PMs and team on Agile framework, Planned and executed Agile Sprint process for Operations and new deployments.
• Created project documentation - Program Charter and roadmaps, SLA definitions, Role definitions, Readiness Plans, Transition Status Reports, Weekly reports, Monthly Execution plans, Standard Operating Procedures, Service Desk User Guides day Sprint Plans for Infrastructure and Application teams.
• Managed migration of critical environment applications (EPMS - Electrical Power Management Systems), BMS (Building Management Systems) from old hardware to new hardware design.
• Managed Lab environment for new hardware and patch testing.

Environment: Confidential Azure Data Centers, Windows Server 2012 Data Center, Hyper-V, EMC SAN, Siemens WinPM, Siemens Insight, Foreseer, ION, etc.

Confidential

Senior Program Manager

Responsibilities:

• Led the Integration of AX7 Retail module with Power BI
• Configured Dynamics Lifecycle Services to deploy AX7 environments
• Installed and configured AX7 Retail PAAS base module and Cloud-POS (Point of Sale) applications
• Led a team of developers, Planned and executed development of embedded Power BI module within the AX7 Retail base module.
• Worked with AX product team to analyze and resolve integration issues with Power BI.

Environment: Azure PAAS, Dynamics AX7, Power BI, SQL Server 2014, C# .NET, MS Office.

Confidential

Senior Program Manager/Engagement Manager

Responsibilities:

• Led Architecture, Design, and Program Management for the consolidation of two large scale BI platform applications into one unified BI Platform
• End to end project management for integrated Adaptive and Responsive Design modern UI interface for Data Distribution applications
• Led UX Design, functional and technical design, development, testing and launch of the application.
• Customer communication with over 800 consuming/downstream systems and 4000 end users.
• Managed a team of 25 engineers in geographically distributed locations.
• Created Proposal, SOW, Client presentation, Cost and budget, negotiation

Environment: Azure IAAS, SQL Server 2014, C# .NET, HTML5, Bootstrap, Angular JS, MVC, Entity Framework, Octopus, MS Office, SharePoint Online, SSRS, Power BI.

Confidential

Program Manager/Engagement Manager

Responsibilities:

• Client Engagement, Change Management, Pre-Sales support
• Setup onsite and offshore teams for Development and Operations Support
• Setup support processes and trained team, Knowledge Transfer activities for the entire team
• Gave customer demos, held feedback sessions, negotiation
• Handled Client interactions, budget planning, requirement gathering and scoping of releases
• Provided technical and process guidance to maintenance and support teams

Environment: SQL Server 2012, C# .NET, MS Office, Windows Server 2012

Confidential

Program Manager/Engagement Manager

Responsibilities:

• Managed Operations and Maintenance of BI platforms
• Handled prioritization of requirements, budgeting and scoping for releases.
• Drafted SLA / OLA documentation, Internal customer presentations
• Managed Data Acquisition and distribution platforms, Centralized catalog driven SharePoint based reporting system, Metadata driven ETL tools, and data processing platform.
• Migrated Dev and Test environments from datacentre hosting to Azure platform
• Change management, Release Management, and Upgrades
• Handled Customer on-boarding, Maintenance and Support, enhancements and change requests
• Managed P1 incidents, major outages, and multiple request queues
• Pre-Sales: SOW agreement preparation, Cost estimation, negotiation

Environment: SQL Server 2014/2012/2008, C# .NET, MS Office, SharePoint 2010/2013, SharePoint Online 2013, SSRS, Windows Server 2012, Power Query, Power Pivot

Confidential

Program Manager, Technical Lead

Responsibilities:

• Managed the technical delivery for the implementation of the Program Management Office application
• Managed a virtual Dev and Test teams using Agile framework.
• Prepared functional specification documentation and designed user workflows.
• Handled release management and change management, held UAT sessions and reviewed deployment guides.

Environment: SharePoint Online 2013, MS Office, TFS Online

Confidential

Program Manager, Technical Lead

Responsibilities:

• Managed the technical delivery for the replication of a suite of integrated CRM, ERP and reporting applications across private cloud environments
• Onsite Technical Lead for Dynamics CRM 2011, Dynamics AX, Integration and Reporting applications
• Handled Agile change management and delivery of CRM application and Integration with Dynamics AX
• Managed development and deployment teams to perform enhancements and code releases
• Business Analysis and technical support, planned and estimated enhancement requests
• Overseeing installation of Dynamics CRM and Dynamics AX, across domains
• Managed Application Support and Infrastructure Support at offshore
• Lead for Application support teams of Dynamics AX 2009, Dynamics CRM 2011, and SharePoint 2010
• Provided technical and process guidance to the support teams

Environment: Dynamics CRM 2011, Dynamics AX 2009, SQL Server 2012/2008, C# .NET, MS Office, SharePoint, SSRS, Windows Server 2008 R2, Hyper-V

Confidential

Program Manager

Responsibilities:

• For SharePoint 2010 On-Premise based development and deployment of Applicant Tracking System and Employee On-boarding portal
• Created and executed project plan for development of applications
• Prepared Solution overview, functional requirements document, architecture plan, user workflows
• Helped team resolve technical issues, and launch applications.

Confidential

Program Manager

Responsibilities:

• Planned and executed migration activities from existing 1and1 email system
• Managed company-wide communication and training material creation by the deployment team
• Provided analytical support and technical guidance to the implementation teams

Confidential

Lead

Responsibilities:

• Innovative Strategic recommendations for Sales, Marketing, project execution
• Created detailed Business Plan for new business areas
• Market Research, Competitive Analysis, Financial Analysis, Implementation Roadmap
• CRM and Sales Process Improvements in forecasting, monthly/quarterly/yearly planning, lead qualification and probability computation.
• Conducted Market Research studies on Mobile Apps, NFC, Tablet PCs for education, Game Development
• Marketing Process Improvements - Rebranding, online marketing, website, collaterals
• Managed incubation projects - from customer & partner engagement to technical delivery.
• Provided recommendations for Sales team productivity improvement, trained associates
• Established Innovation Cell with processes and guidelines
• Organized and Conducted company-wide workshops for idea generation and lateral thinking
• Created matrix for Delivery unit performance metrics measurement
• Established controls for SDLC compliance measurement, conducted Project Audits for compliance
• Partner management - Lead generation partner evaluation, negotiation and contract management
• Created Performance Appraisal Framework, promoted 360 degree feedback

Confidential

Operations Analyst

Responsibilities:

• Maintenance of Confidential ’s Online Services Infrastructure, BPOS-D Infrastructure for Siebel Call Center, Siebel Analytics and Primus applications.
• Application Support for Siebel CRM, Siebel Analytics, and Primus Web application.
• Data Analysis, troubleshooting data issues
• Siebel Analytics Adm inistration, Scheduling ETLs, managed iBots, DAC server administration.
• Planned and deployed OS upgrades, unplanned maintenance, Deployed new releases to production
• Troubleshooting Severity 1 Production Issues and System outages.
• Performance monitoring and recommendations, Managed Data Feeds and SQL Server jobs
• Managed Team SharePoint portal and support documentation
• Confidential Online Services: Creating and Managing virtual servers on Hyper-V terminals
• Installing and configuring Blackberry Enterprise Servers and Blackberry Application Services on VMs
• Managing SQL clusters, troubleshooting P1 issues, installing patches and upgrades
• Creation of accounts for Exchange online customers and partners

Environment: Windows 2003, Terminal Server, SQL Server, Siebel 7.7 Call Center, Siebel Analytics 7.7, MS Office, Visio, Project, SharePoint, Windows Server 2008, Hyper-V

Confidential

Business Systems Analyst

Responsibilities:

• Created Functional Requirements documentation for Speech IVR, Call flow diagrams, Gap analysis, Business rules analysis and design, State Models
• Created Use Case documentation, Test Requirements, UAT validation of IVR and routing rules, RUP methodology

Confidential

Functional Analyst

Responsibilities:

• for Pilot implementation of MS Dynamics CRM 3.0 for Inside Sales group in Confidential
• Created Functional Specification with Gap analysis and workflows, UI Design, Data Design and Mapping, State Models, JAD sessions, Integration mapping between Siebel and MSCRM
• Designed Initial bulk data load from Siebel database to MSCRM database
• Created Integration design between ISCRM and Siebel through web services, other systems (licensing, taxonomy, & others)
• Worked with SCRUM project framework

Environment: MS Dynamics CRM 3.0, Siebel Tools, MS Office, MS Visio, SCRUM

Confidential

Lead Functional Analyst

Responsibilities:

• .NET application for bulk data uploads into Siebel Sales/Call Center CRM applications
• As Lead analyst, managed onsite-offshore coordination.
• Web User Interface design, prototyping, JAD sessions
• Business Object layer integration analysis with Siebel using Siebel integration objects, EAI object manager.
• Created Integration Data Mapping between DET and Siebel database through Siebel EAI object manager.
• Conducted Technical design reviews, Automation testing tool evaluation

Environment: Siebel 7.5 Sales and Call Center, Siebel Tools, MS Office, MS Visual Studio .NET 2003

Confidential

Functional Analyst

Responsibilities:

• Performed Requirement analysis of features - Globalization, localization, Siebel Analytics Integration, Privacy, Service SLA, Mobile Clients, Accounts, Contacts, Opportunity Assessments, Account Addresses, UI design,
• Prototyped custom functionality, State Modelling, Usability analysis - engaged the usability team for improvements to process flows
• Created Architecture for Archiving and Localisation, Recommendations for data quality improvement
• Technical design reviews, JAD sessions, Resolved several P1 issues during user acceptance phase.

Environment: Rational Requisite Pro, Siebel 7.5 Sales and Call Center applications, MS Office

Confidential

Lead Developer

Responsibilities:

• Effort Estimation, project planning, and task allocation for the offshore team.
• Technical Design documentation, Test plans
• Configuration/Development and Testing
• Building Workflows for Email, Fax, and XML integration using Business Services
• Building Data Feed with HR systems, Custom web templates and visibility, custom user hierarchy
• Email/Fax Integration, configuring Communication Drivers/Profiles/Templates, Email Parsing

Environment: Siebel Finance 7, Siebel e-Script, JavaScript, MS Office

Confidential

Developer

Responsibilities:

• Redesigned and configured applets, views, custom web templates and Migration of scripts
• Developed business components, applets and business services
• Post-upgrade configuration, Rebuilding corrupt business components, custom web templates
• Effort Estimation and System testing

Environment: Siebel Finance 2000, Siebel Finance 7, Siebel e-Script, JavaScript.

Confidential

Onsite Coordinator/Developer

Responsibilities:

• Handled UAT support and final delivery at client site.
• Technical Design, Configuration, Scripting for Siebel Finance vertical application.
• Prepared Configuration Standards Document, Designed Onsite-Offshore process model using SIF files.
• Quality Coordination- Prepared Test Plans (Unit and System Plans), System Test Cases, Use Cases

Environment: Siebel Finance 2000, Siebel e-Script, DB2, Solaris, Windows 2000 professional.

Confidential

Systems Analyst

Responsibilities:

• Integration with the web based order management application order processing.
• Application Support and Server Administration
• Remote Administration - Set up and monitor remote users, Database extracts for mobile clients.
• Siebel Anywhere - Creation of upgrade kits and roll-out/distribution of upgrades.
• 24x7 Server Administration Support: monitor server status and task status
• EIM - Schedule and run extracts, Workflows - create workflow groups and policies, generate triggers.

Environment: Siebel 99 Sales and Call Center applications

Confidential

Sales Force Automation

Responsibilities:

• Siebel Sales 98: Configuration using Siebel Tools 4.0, created actuate reports
• NBC Channel Schedule Planner: VB6.0 - bug fixing and enhancement activity.
• Created and enhanced Crystal Reports.