SUMMARY

• 11 years of global experience (Program/ Project management, Service Delivery and Scrum Master)
• Expertise in delivering strategic IT/ ITES solutions spanning the enterprise in IT Infrastructure and Application/ Product development arena in diverse industry verticals.
• Proven US and international success having serviced 20+ different fortune 500 clients till date across the globe.
• Proficient in PMI/Prince2®, Agile/Scrum & ITIL framework and methodologies.
• Manage projects & service delivery PNL of budget range $10 - 25 million.
• Skilled at account mining and forecasting, estimate generation, resource sizing & allocation, CRM, vendor management including RFI/RFP/RFQ process, procurement management, cost benefit analysis/ROI, drafting SOW’s etc.
• Champion in leading the transformation of business requirements & goals into quantifiable IT and market responsive solutions for organization growth and market agility.
• Excellent track record of solid program and delivery governance in executing projects supported by service providers.
• Experienced in Coordination, Integration and Systemization of business and IT processes, Risk and Change management, Stakeholder management, Problem/ Conflict resolution, Mentoring, Exceptional Organizational Ability, Communication, Presentation, and Interpersonal skills.
• Experienced and comfortable leading global cross-functional IT Infrastructure and application teams.
• Routinely meet with and presented to “C” level executives and their reports to present status, attain approvals and confirm remediation/regulatory timelines and deliverables.
• Develop, manage and communicate KPI’s at program and project levels.
• Adept at streamlining processes, merging corporate systems and integrating business practices/cultures resulting from mergers, corporate reorganizations, changing compliance standards etc. and rapidly responding to dynamic market shifts.
• Well versed in SDLC, ITIL Service Management, business process modeling, cloud computing and SharePoint.
• Proficient in MS Office, Project, Visio, Lync, Crystal Reports, Clarity PPM, Remedy, ServiceNow and IBM Lotus Notes.
• Proactive and detail oriented with ability to think, plan and act strategically, tactically and conceptually.
• Demonstrate “make it happen” and “find a way” attitude with an intense desire to succeed and be goal oriented.

AREAS OF EXPERTISE

• PMI/ Prince2®
• Datacenter Build & Hosting
• Consolidation & Migration
• Application Development-DevOps
• Service Desk & EUC Tools Set up
• Customer Relation Management
• Vendor & Procurement Management
• Tactical & Strategic Planning
• Problem & Conflict Management
• Project Plan & Expense Reporting
• Negotiation & Decision Making
• IT Transition/ Transformation
• ITIL/ ITSM
• Agile/ Scrum Master
• System Integration
• Virtualization - P2V
• V2V
• Resource Management
• Risk Management
• QA strategy & Process
• Process re-engineering
• Cost & Budget Analysis
• Coaching & Mentoring
• Service Delivery
• SDLC Processes
• Cloud Computing
• Monitoring & Tools Set up
• BCP/ Disaster Recovery
• Business Analysis
• Organization Change Management
• Performance management
• Release Planning & Management
• Leadership & Team building
• Training and Support

PROFESSIONAL EXPERIENCE

Confidential

Program Manager

Responsibilities:

• Leading the customer program involving 10+ work stream projects associated with corporate regional and datacenter consolidation of IT Infrastructure and applications across 150+ global sites.
• Projects include: Microsoft Lync/ Skype Upgrade, Riverbed WAN Optimization, Cisco Wireless Implementation, Win2K3 Upgrade, GIS Application consolidation & Migration, WAN Bandwidth Upgrade & collaboration tools set up
• Manage a global team of 3 Sr. Project Manager’s, 4 Project Managers and 40+ project technical leads & resources.
• Spearheading the audit, compliance and governance tower for preparing and maintaining integrated project plans and reports across all program towers for customer reporting (Performance and Expense reports).
• Lead daily/ weekly stand up meetings & sprints, which include direct reports of C level executives.
• Perform account mining/ new business generation working with client technology directors and Sales/ Account management team. Working on multiple SOW’s: APAC DC, Office Network builds, XenApp Migration, Security tools etc.
• Leading the projects from Initiation/ Project scoping, sizing to implementing and supporting through warranty/ Handover to Support. Lead meetings with key stakeholders/vendors (including legal, HR, finance) by forming scrum teams & working towards SOW, resource sizing, technical solution, procurement sign off.
• Head of project risk management team to assess risks associated with Project Cost, Schedule, Scope and quality.
• Focused successfully on time, budget/ cost tracking, with efficient use of resources, value and quality.
• TEMPEffectively managed Vendor relations and Procurement - Perform due diligence, technical solution/BOM sign off, review vendor quotes, evaluate pricing models, ensure timely PO release, equipment delivery and GRN processing.
• Successfully developed QA/Testing (Unit, System, Integration and User acceptance) plans for the Program and Projects.
• Leading the efforts for multilingual training material and building high performing cross functional teams.

Confidential, New Jersey

Sr. Project Manager

Responsibilities:

• Organized and managed PMO office for the customer across 5 teams with 6 direct reports and 20+ indirect reports (PMs, BAs, developers, QAs and release team) to developed Java based ReSTful web service applications.
• Delivered 2 applications (end-to-end) - an internal eCommerce Java application (web) and an internal mobile application (both iOS and Android) to track/ manage orders. Also managed upgrade and maintenance of 6 applications.
• Responsible for costing and budgeting of the aforementioned projects with budgets ranging from $500K to $1.5M;
• Created use cases and functional requirements documents.
• Used Clarity PPM for generating scheduling, budgeting and other relevant reports.
• Led sprint backlog grooming, planning, and demo meetings; attended daily status call and sprint review meetings when possible; used JIRA as the agile methodology tool; assisted BA’s in creating epics, stories, and tasks.
• Coordinated with offshore team to expedite development and deliverables.
• Communicated release notes to all stake holders after every major release.
• Managed the merger and acquisition process as well as delivering functional features of existing applications; managed cost, schedule, and scope of the projects.
• Negotiated with third party vendors and service providers regarding usage, frequency, availability and cost of using their proprietary web services and performance measurement tools.
• Prioritized issues and took a proactive approach in resolving them. Liaised with internal or external contacts at various organizational levels concerning on-going operation or changes relating to processes
• Coordinated between the business and the IT development team; translated business requirements into technical requirements. Also coordinated between the release team and the internal development team during releases.
• Identified and recommended training needs for business users.
• Identified, minimized issues/risks on project; highlighted and mitigated risks as and when necessary.
• Promoted a cooperative, collaborative environment and worked to build group/team cohesiveness
• Drove the development teams to implement and maintain development best practices.

Confidential, Louisiana

Sr. Project Manager

Responsibilities:

• ITSM (Service Now - Eureka) Build with Incident, Problem, Change, Service Request, Knowledge and Configuration Management process implementation across the organization.
• Spearheaded the implementation roadmap ensuring all internal and external dependencies, working alongside vendor.
• Conducted design and process workshops for over 10+ outsource vendors as well as over 10,000+ IT users. Worked with several global entities to ensure processes for ITIL ITSM maturity.
• Coordinated integration of 60+ service requests from Service Catalogue during the project phase.
• Coordinated the finalization of SLA’s/ OLA’s across different service providers to get them configured on Service Now.
• Ensured integrations with monitoring and management tools to Service Now (CA-SOI to IM Integration)
• Responsible for building new Change Management roles, process and tools to better manage compliance and governance for over 500k changes per calendar year throughout the enterprise.
• Coordinated migration of 500+ noledge articles from incumbent vendor noledge management tool to ServiceNow.
• Performed costing, estimating and overall planning of the project. Worked with cross functional teams to prepare Project Work orders/ SOW, resource sizing, other inputs for MSA, Onsite-Offshore management center design etc.
• Perform risk management, produce detailed project plans and reports (Highlight, Exception and Milestone) to manage interdependencies, escalate relevant risks/ issues and review progress periodically with key stakeholders.
• Maintained and completed program key performance indicators, milestone reporting, sign-off and hand over to support.
• Managed & supervised cross functional resources including Senior technical staff, Tech project managers, Team leads.

Confidential, Houston

Program Manager

Responsibilities:

• Successfully planned and managed the built of green field IT Data Centers for hosting, migrating and supporting business applications (SAP/ Non-SAP) to conduct customer’s business and support their end customers/users.
• Lead a team of 2 Sr. Project Managers, 5 Sr. Project/ Project Managers, 3 Business Continuity analysts, 1 DR manager and 80+ technical leads/resources including BPO staff.
• Managed the project transition from Due diligence and initiation Phase, transition planning, execution, monitoring and control to closure/ handover to support in-line with the recognized best practice/ PMI methodology.
• Played additional role of a BCP/ DR Project lead and was lead the documentation of datacenters and operations centers business continuity and disaster recovery strategy/ procedures.
• Conducted and ensured business sign off for 3 DR Tests as per contract compliance milestones for RTO/ RPO.
• Coordinated the IT security/ firewall replacement project within Confidential customer services with PMO/project process definition and federal PII and data warehouse and data retention compliance.
• Responsible for defining project scope, managing RFP process to evaluate vendors, and professional services requirements from Checkpoint associated with replacing the enterprise DMZ / Firewall infrastructure, IDS and IPS.
• Awarded a “Baton for service excellence” and a “TEMPthank you card” co-signed by Program Director of Confidential . Also awarded internal best transformation program for the year.

Confidential, Houston

Sr. Project manager

Responsibilities:

• Managed the build of Near-Shore and Offshore call center/ operations management center for supporting IT EUS Services (Service Desk, Global Account Management, and Remote Desktop Services) along with Service Now (Dublin) process & platform set up and Networks connectivity for the client.
• Lead a team of team of 3 Project Managers, 50+ technical resources including team leads, service desk team etc.
• Ensured the time sensitive and critical noledge transition from incumbent.
• Executed Due Diligence, Transition Planning, Knowledge transfer, Redesign/ Replication, Parallel run and HOTS in-line with the recognized best practice (managing risk, governance, quality assurance, issue resolution, reporting).
• Jointly responsible for articulating implementation strategy for ITSM process and tools deployment.
• Jointly responsible for creating, reviewing and base lining project plan for process implementation & ServiceNow build.
• Work alongside process lead, and responsible for defining and implementing Incident, Problem, Service Request, Change, Configuration and Knowledge management processes. dis includes, process definition, policy finalization, functional requirement gathering, coordinating tool configuration, testing, training, migration and user onboarding.
• Lead establishing the operating model for SR catalog management for introduction, maintenance & retirement of SR’s.
• Coordinated finalization of SLA’s/ OLA’s across different service providers and getting them configured on Service Now.
• Responsible for establishing operating model for infrastructure and application discovery. dis included building process interface for making IT components discoverable, setting up discovery schedules and conceptualizing CMDB.
• Responsible for TEMPeffectively coordinating activities between Process implementation team, Tools technical team and client. Ensured integrations with monitoring and management tools to Service Now.
• Coordinated the migration of noledge management articles from incumbent vendor noledge management tool to Service Now and halped enable keyword based search for IT Analysts/ Service Desk team.
• Maintain and complete program key performance indicators, milestone reporting, sign-off and HOTS.
• Write detailed and summarized project progress reports (Highlight, Exception and Milestone reporting) for Executive Sponsor and Steering Committee. Conduct risk management analysis and escalate risks/ issues as needed.

Confidential, Texas

Sr. PMO Consultant

Responsibilities:

• Organized and managed PMO office for the customer and lead a team of 3 Project Managers & 40+ technical resources.
• Datacenter: AMS Environment/ Hardware Refresh Project: Upgrade of out of warranty AIX servers to new Pure flex servers and associated large scale application migration. Rigorously worked with Account management team and was successful in billing the customer 300K vs. 86K per initial SOW effort sizing. Received high customer appreciation.
• Vblock Implementation and Storage Project: Managed the delivery of 2 VCE VBLOCK Projects (300 Series - VNX5300/5500) with all EMC technologies including Recoverpoint & Avamar. The project delivered a 5-cabinet VBLOCK 300-GX at Oncor Data center during the summer and fall of 2013.
• Espresso Upgrade Project: Server build and batch monitoring set up of SAP/ Non-SAP jobs.
• Other Projects: Cisco Wireless Implementation project, GIS Transmission Project and IAM Implementation Project.

Confidential

Project Integration Manager

Responsibilities:

• Project manager for global IT EUC services transition (Service desk, Field services, application packaging/distribution)
• Worked directly with DB UK PMO head for integrating all running global transitions, quickly recognizing the on-ground risk and issues and chalking out a remediation plan to ensure successful go-live of the project without penalties.
• Ensure timely service transition artefacts documentation and sign off, resource on-boarding and training completed along with replication of noledge transition towards successful Go-Live for all geos (US, UK, EMEA and APAC).
• Managed the Hyper-care period (2 months) for delivery operations and ensured overall SLA’s (FCR, AHT, MTTR etc.) compliance per contract without any penalties. Handled escalations regarding missed SLAs and performed RCA.
• Also project managed the work flow development for new emerging market penetration in BRIC (Brazil, Russia, India & China). Migration of the $2M reference data platform from an ASP hosted solution to an internally managed solution generating $150K in costing savings from hosting fees.
• Upgraded Fidessa Data Administrator (FDA) from Ver.3 to Ver.5 and migrated from SP hosted to a DB managed solution.
• Launch of Fidessa Trader’s Workstation for Canada, Mexico & Brazil trading with FX conversions for Cash Trading desk.
• Worked with Compliance & Surveillance to address reporting needs for emerging markets.
• Documentation & Training Operations team to address issues with FDA as well as business flow.

Confidential

Project Integration Manager

Responsibilities:

• Project scope included end to end IT Services Transition and Transformation including Data Center Build and Migration (IT Apps & Infra). Service tracks: Centralized Service Desk, Monitoring, Server & Network Infrastructure build, Storage & Backup strategy implementation, Networks Set up and Application Development, Migration & Management.
• Assisted the Program Director with High Level Migration Solution Design, Costing and Proposal Preparation with timelines. Coordinated with cross functional team of 4 PM’s across Infra, Applications, Procurement and HR.
• Pursue technical workshops with customer’s incumbent vendors to understand Business Applications, underlying IT Infrastructure and Networks, and ensuring application profiling/ move groups for migration.
• Coordinate with Service Provider Infrastructure and Application Development & Migration Teams for Tower wise Solution finalization (SOW).
• Coordinate further for low level design documents, execution plans, migration planning, testing, documentation and sign off (HOTS) in-line with the recognized best practice/ methodology (managing project Schedule, Scope, Risk and Change) and TEMPeffective and efficient governance, reporting, issue resolution and quality assurance.
• Ensured ITSM Platform build and process layout with Human Resources Re-badging (TUPE) and Contract Novation.

Confidential

Project Manager

Responsibilities:

• Lead the functional requirement gathering, design, review, sign off and implementation of ITIL based organization processes and set up of ITSM platform (Service Now) for operationalizing the same for customer business to be supported.
• Conducted customer workshops for discussion and design of Service Operation and Service Design suite of ITIL processes in 3 months. Follow up for review and sign off with business users and stakeholders.
• Worked with ITSM Platform product vendor (Service Now) to draft functional requirements into technical requirements, drafting product code for module creation and implementation.
• Coordinated with customer and vendor resources to perform unit, system, integration and user testing of the technical module and review performance of the ITIL process flow.