CAREER SUMMARY

• Expert in IT Service delivery and understanding complex business requirements
• Program Project Management based on SDLC, PMBOK and ITIL methodologies
• IT professional with 7 years of work experience in the following areas:
• All Project Management phases - including initial design/definition, planning, implementation, tracking and closeout/transition to operational environment.
• Management of projects and service provider contracts with multi-million dollar budgets
• Expert in managing project constraints Scope/Budget/Schedule/Quality/Resources/Risk
• Design of project and program level KPIs metrics to define and measure success
• Design/implementation of Data Center Service Desk Consolidation at Enterprise level
• Real-life business implementations of various ITIL processes and applications
• Interacting with colleagues, customers service providers globally including EMEA and Asia-Pac to get buy-in for new enterprise wide technology and processes
• Outsourcing/In-Sourcing Transition Management

PROFESSIONAL EXPERIENCE

Project/Program Manager

Confidential

Project Management/Business Process Management/Business Analyses:

• Pro-actively monitor deviations from baseline project plan and report on major risks/issues.
• Report on project status/budget/risks to project sponsor executives in the PMO and SMO.
• Work with project team members and task owners to ensure their part of the project plan is updated.
• Lead weekly stakeholder meetings to communicate project status ensure project is on time/budget.
• Lead customer meetings to gather business requirements and obtain signoff to move to next phase.
• Collaborate with Data Center, NOC Service Desk team members to develop IT processes.
• Manage multiple projects in the program - Application Development/Roll-out, Server Monitoring, Service Desk Consolidation, Process Consolidation BI/Reporting work streams.
• Transition 11 hospitals 35k end users to various ITSM Apps, ITIL processes Service Desk.
• Lead an enterprise level process and technology infrastructure consolidation program for HHC, based on PMBOK, SDLC Waterfall at Program level, Agile at Project level and ITIL standards.
• Lead exit gate meetings with project sponsor, PMO lead and other stakeholders to obtain sign-off.
• Create lessons learned document after each phase and distribute to project team for review.
• Create/disseminate standards and templates e.g issue log/project charter on behalf of the PMO.
• Manage the work of business analysts and other resources to ensure deliverables are met in time.
• Work with QA Analysts to ensure software configuration is in line with business requirements.
• Generate/update reports for customers and project/program stakeholders via Business Object/Excel.
• Lead the UAT User Acceptance Testing process via meetings/webex with customers.
• Participate in recruiting, mentoring and on-boarding of staff as needed by the client's project, including Developers, Business Analysts, and Service Desk Managers.

June'09 - July'11

Confidential

• Managed a large-scale engagement for a client in the luxury retail industry including implementation of new IT Service Management system/processes based on SDLC, ITIL PMBOK Standards.
• Worked with global client teams across Asia Pacific and Europe to ensure process consistency.
• Managed tracked project deliverables via Project Plans, SharePoint and BrownPaper techniques.
• Created/updated the Project Charter, Project Plan, SOW Statement of Work other documents.
• Gathered business requirements from client and update project plan and other documents as required.
• Led weekly client meetings to review project status, budget tracking, issues and risks.
• Led exit/toll gate meetings with project sponsor and Sr. IT management at the end of each phase.
• Participated in CAB meetings to ensure all changes are documented and ready for prod. release.
• Developed process training materials to transition processes in the organization.
• Oversaw the work of consultants on the project to ensure on project deliverables are on time.
• Conducted Process Workshops with clients to develop ITIL processes design process integration.
• Worked as the Operations Manager on a project for the Capgemini-HP Alliance executive to manage budget, revenue generators, project status reporting, marketing and other deliverables.

Business Process Analyst,

Confidential

ITIL based process standardization and data center consolidation

• Created comparative analysis of ITSM software application packages from various market leaders/vendors.
• Led client meetings to review and update project charter, project estimates and other initiation documents.
• Re-engineered existing processes/procedures to meet the new vision of consolidated IT Services and Applications.
• including various components such as Incident, Problem, Change, Release, Configuration BCP/DR.
• Led process design workshops with client stakeholders to map current processes to ITIL Standard,
• Participated in design of enterprise level Service Desk Data Center Consolidation project undertaken by client.
• Participated in the procurement and vendor selection process along with project sponsor and CXO level executives.
• Developed process documents such as process guides, policies, role descriptions, KPIs metrics.

Technical Associate

Project Management/IT Service Delivery/Outsourcing Management

• Managed various IT projects including new software application releases, upgrades and migration of customized operating systems for 50,000 desktop machines across Credit Suisse all BUs including Europe and Americas regions.
• Interacted on a daily basis with global team and clients across EMEA and Americas regions to deliver IT Services.
• Application Deployment/Scripting, Global Service Desk, IMACs, Data Center and other infrastructure services.
• Worked on transition, consolidation and sustained delivery of outsourced technical services including
• Ran Change Advisory Board CAB meetings to ensure ITIL release management process is followed.
• Collaborated with service provider to plan, schedule and review results of periodic DR testing readiness.
• Implemented pilot releases for various application roll-outs to ensure transition readiness before production release.
• Led meetings with project sponsor, PMO lead and other IT Management/stakeholders to review project status.
• Reviewed, analyzed and approved IT performance metrics, KPIs, SLAs, and financial reports using Excel.
• Collaborated with financial and contract management experts to manage and report on vendor performance HP .
• Led ITIL based process improvement for Change management, SLA management and Problem management.
• Successfully managed a Client Communication Program as part of Organizational Change Management OCM .

Mainframe Engineer

• Worked on design, development testing of Mainframe applications COBOL/DB2/SQL for client State Farm.
• Worked with client teams located in the US to understand business requirements for fire related insurance claims.
• Assisted the Project Manager to update project status reports, updating risk logs, project plans and other documents

TECHNICAL SKILLS

• IT Service Management Software Suites: Expert in BMC REMEDY V 5, 6, 7, 7.6.03 All Modules , BMC Analytics and Dashboard Reporting/Business Intelligence Tools , HP OpenView familiar , CA Unicenter familiar
• Applications: Business Objects, VBA for Excel , PERL, SQL, MS Office/Project/SharePoint/Visio, Flow-Breeze