SUMMARY:

• PMP, PMI - ACP and ITIL V3 certified Project Manager, Service Delivery Manager, Release Manager, Agile Product Owner with experience in Energy and Utilities, Financial Services, Insurance and Healthcare domains for private as well as public (State Government) sector.
• 13+ years of extensive IT experience with 8+ years in Project Management, including all 13+ years working in technical environment in consulting services with strong problem solving, analytical, statistical, administrative skills.
• Experience in functional and technical specifications, requirements, design, development, implementation, maintenance, analysis, support and management of software applications covering diverse areas using different tools and databases.
• Experience on Project management methods (PMBOK) and all aspects of Software Development Life Cycle (SDLC).
• Owned and Maintained various IT Service Management (ITSM) / ITIL processes (Release, Demand, Capacity, Request for Service (RFS), Change, OCM, Problem, Asset, Configuration and Incident Management).
• Trained, Coached and Mentored up to 200 people (including Business, Client and higher management) Onsite and offshore on various processes and tools.
• 9+ years’ experience on all aspects of Waterfall and Rational Unified Process (RUP) methodologies.
• Agile certified Practitioner with 3 years’ experience on Agile/SCRUM, including planning, estimation, story mapping, daily meetings, team collaboration, tracking progress and retrospectives.
• Experience on People Management, Led teams of 25 people or less with 10+ resources as direct reportees for people management, responsible for employee’s performance, development, training and growth.
• Independently created and managed various project documents and artifacts.
• 9+ years’ experience working in complex multi-vendor, multi-team IT environment on dollar 10 Million to 100 Million projects in billion-dollar revenue and matrix organizations (IBM, CTS etc).
• Conducted and participated in compliance audits and reviews including Sarbanes- Oxley (SOX), CMMI, ISO etc.
• Driven large scale integrated projects with high collaboration and leadership. Helped resolve critical cross-group technical or project issues. Identified and tracked key metrics (KPI, Schedule, Effort etc) critical to project success.
• Self-starter, team builder, result-oriented and motivated, worked independently and managed Cross Functional teams.
• Excellent leadership and Communication Skills (Written and verbal), worked with Diverse /Multi- Cultural Teams.
• Adequate understanding and exposure to different business processes i.e. HR, CRM, SCM, Finance and Quality.
• Managed Resources, Infrastructure, Procurement, Planning, Estimation, Forecast, Scope, Budget, Stakeholder, Risk and Issues, Quality reviews, Closure, Strategy Planning, Negotiation, Vendor, Status Meetings and Reports and various other day to day project operations.

TECHNICAL SKILLS:

• Experience in working with various tools, languages, databases; VB.NET, ASP.NET, VB, VBA, ADO.NET, C#.NET, Plumtree Portal, SharePoint, SQL Server, SOAP Protocol, Web Services, MS Access, Oracle, QMF, Lotus Domino Designer, SQL Reporting Services, Crystal Reports, Mainframe, HTML, CSS, JavaScript, VSS, Subversion, Clarity, RPM, RTC, ISM, TSRM, Remedy, Service Now, Clear Case, Clear Quest, Dimensions, OpenText, MS Project Server, Jira, SOA, ALM.
• Knowledge and understanding of various cloud services - AWS (IaaS, PaaS, SaaS), Azure, Google Cloud, IBM, Salesforce and BigData Analytics, API.
• Proficient in MS Office Suite, including Excel, Word, PowerPoint, Outlook, and Visio, MS Project and Internet applications as well as working knowledge of web development and content management.

PROFESSIONAL EXPERIENCE:

Confidential, Sacramento

Technical Project Manager, Employer

Responsibilities:

• Assigned as the agile product owner for the Fiscal Invoice Review System (FIRS) automation project. FIRS helps teams to review, approve or reject the invoice submitted by Fiscal Intermediary (FI) electronically. Employed SCRUM and SCRUMBAN methodologies with a team of 6 to deliver this product.
• Assigned as the agile product owner for the FI Letter initiative to automate the official communications between CA-MMIS and the FI, using SharePoint. Employed SCRUM and SCRUMBAN methodologies to deliver this product.
• Supported the design and development of a modular approach for the CA-MMIS system environment, aligned to the Medicaid Information Technology Architecture (MITA). Evaluated the feasibility of using the Sparx Enterprise Architecture tool to design and capture the MITA enterprise architecture for CA-MMIS.
• Managed risk and issues, Fiscal Intermediary (FI) letters and defects.
• Handled customer communications and high priority issues for the Accounting Division on the Federal Draw and Reporting (FDR) initiative (formerly CMS-64) and Fee for Service Rates Development (FFSRD) divisions.
• Identified opportunities and challenges related to vendor, change and release management processes.
• Worked with the FI on status and reporting for Erroneous Problem Corrections (EPCs), Problem Statements, Operating Instruction Letter (OILs), and System Development Notifications (SDNs).
• Maintained operations reports and status updates for claims, check write, invoices, call center calls, incidents, etc.
• Documented various FI interaction processes for areas such as Notice of Action and Action Requests.
• Engaged as a SME for various updates and workflows for Clarity.

Confidential, Sacramento

Technical Manager, Release Manager; Employer

Responsibilities:

• Managed risk, issues, post implementation reviews, and lessons learned.
• Identified opportunities and challenges related to implementation and whole process.
• Prepared release plans and calendars, working in collaboration with all relevant teams and implemented releases.
• Collaborated with business and technical teams and assigned changes and enhancements to a release. Organized Change Advisory Board (CAB) sessions.
• Trained and assisted teams in the execution and support of best practices of various processes.
• Created and implemented the Enterprise Release Calendar (ERC) within the organization.
• Owned the CALPERS intranet site as a SharePoint content owner.

Project Manager, Release Manager, Problem Manager; Employer

Responsibilities:

• Owned and improved release and deployment management process for KP’s Onelink application.
• Managed a team of 11 and trained around 100 people (including business, higher management and technical teams) on the process. Worked with business partners and technical teams on day to day basis.
• Created the release plan and release calendar in collaboration with stakeholders (business partners and technical teams).
• Provided Key Performance Indicators (KPI) and status reporting to higher management and client.
• Created, executed and implemented releases/changes using BMC Remedy tool.
• Worked on Root Cause Analysis (RCA) and prevention plans with various teams to finish the work within the Service Level Agreements (SLA).

Service Delivery Manager, Project Manager, Agile Product Owner, Release Manager, Demand Manager, Team Lead; Employer

Responsibilities:

• Assigned as the Agile product owner for the SharePoint upgrade project. Replaced the old intranet site (Plumtree portal) with SharePoint portal. Employed SCRUM, Extreme Programming (XP), Kanban and Lean methodologies with a team of 12 to deliver this product. Collaborated with business and IT and fully owned the product vision/roadmap, product backlog, user stories and its implementation. This site is used by 8000 users.
• Managed the application roadmap project, responsible for planning, execution, deliverables, reporting and communication.
• Assigned as the service delivery manager for Northern Indiana Public Service Company (NIPSCO). It included work management and call center technologies and used Service Oriented Architecture (SOA) and SOAP protocols in Web services. Managed a team of 22 technical resources, handling delivery and daily operations for enhancements, user queries, and defects. There are around 500K users for these applications.
• Created and owned the release and deployment management process for the whole Application Management Services (AMS) area. Responsible for the creation and maintenance of the release plan and master calendar in collaboration with stakeholders.
• Created and owned the demand management process; trained the team on the process, created a prioritized list of works, and coordinated between client and IBM teams for successful implementation of work via capacity management.
• Managed the PeopleSoft upgrade project which was successfully implemented and closed.
• Led the MySource portal team. Handled various releases, changes, enhancements, defects and implementations.
• Worked as a SME for the Integrated Service Management (ISM) tool. Trained offshore and on site teams on ISM and various other processes (release management, demand management, change management, etc.).
• Collaborated with business to assess the technical impact of business requirements, reaching consensus on alternative solutions when necessary, in an effort to maintain a consistent yet flexible architecture.
• Provided operational management support and drove various productivity improvement initiatives.
• Created and owned Business Continuity Plan (BCP) and Disaster Recovery (DR) plans.
• Maintained and owned project documents and artifacts such as the project charter, configuration management plan, communication plan, human resource plan, organization chart, rotation and retention plan, training plan, project quality plan, statement of work, scope management plan, cost case, risk and issue plan, project schedule, etc.
• Set up and configured Rational Portfolio Manager (RPM), Work Breakdown Structure (WBS) and risk register for the project.
• Owned incident management and change management processes for the project and trained all the team members.
• Implemented Lean in the project and removed unnecessary steps.
• Managed team on day to day basis, monitored deliverables, SLA’s, utilization, hours plan, vacation plan, shift plan, expenses, governance/ status calls, and knowledge transfer plans. Identified and facilitated necessary training for the team.
• Owned full responsibility of customer satisfaction and escalation management.

PMO, Team Lead, Manager; Employer

Responsibilities:

• Collaborated with business and technical teams, managed Medicare project and worked on the Responsible Reporting Entity (RRE) module of the project. Completed the full system development lifecycle, including requirements, design, development, configuration, testing, and deployment. Achieved high customer satisfaction with zero UAT defects. Also, maintained the application after deployment.
• Created KPI Metrics, SLA and resource utilization reports. Helped management in invoicing client.
• Maintained, enhanced, tested and owned the work tracker application.
• Led work item application, completed full system development lifecycle, including requirements, design, development, configuration, testing, and deployment. Upgraded the Internal Labor Claiming (ILC) reporting system from Lotus notes based database to a web application with an SQL backend.
• Supported applications Purchasing, Contract, Vendor Management & Support (PCVMS) and Security Management (COPS). Resolved various user queries and incidents.
• Supported server room and was responsible for handling the backup tapes and troubleshooting the physical and virtual servers. Performed Sarbanes - Oxley (SOX) audits for the project.
• Ensured timely and high quality delivery and status reporting, and mentored junior team members.

Developer; Employer

Responsibilities:

• Analyzed, estimated, maintained and enhanced the Enterprise Policy Administration System (EPAS) application, a policy administration system used for rating a quote/policy or submitting a rate request. It used the ISO AscendentOne and rating development product.
• Ensured timely and high quality delivery and status reporting, and mentored junior team members.

Confidential

Business Analyst, Developer, Quality Coordinator; Employer

Responsibilities:

• Developed functional specification and estimation for the Global Engagement Management (GEM) 3- Sentinel project.
• Analyzed, estimated, maintained, tested and enhanced the Supported Systems Environment Word (SSEWord), Time2 and Managing Engagement Risk Linking Information and (k)Nowledge (MERLIN) applications.
• Worked as a quality coordinator for the project. Owned various documents and artifacts such as the project plan, quality plan, configuration plan, communication plan, change plan etc.
• Participated in various audits and reviews such as Project Health Review (PHR) and Key Control Object (KCO).
• Developed detailed the project plan and set up the Work Breakdown Structure (WBS) and Project Control Book (PCB).
• Analyzed risks and issues and created a Defect Prevention (DP) Plan for the project.
• Analyzed root cause of various problems in the project.
• Owned problem management, user access management, data privacy and security management, and change management processes in the project.
• Ensured timely and high quality delivery and status reporting, and mentored junior team members.

Developer, Tester, Team Lead; Employer

Responsibilities:

• Developed, maintained, tested and enhanced ACR, Class (Point of Sale - POS), AvenueA and TK-NBTS software.
• Developed all the crystal reports in the project and CaseStaff module in ACR - Case Management application.
• Ensured timely and high quality delivery and status reporting.
• Prepared various project documents and artifacts, and mentored junior team members.
• Participated in various team and customer meetings.