Program Manager Resume Irving, TX - Hire IT People

SUMMARY:

Pragmatic Infrastructure Operations Manager and Program Management professional with reputation for strong work ethic, approachability and consistent leadership
Developed and Delivered ITIL /ITSM framework for Enterprise Services
Adept at building strong relationships with global C - level management
Successfully delivered infrastructure programs and solutions leading cross-functional on-shore and off-shore teams with TCV/Budget $100K to $4M
Established global process outsourcing and offshore service centres.
Delivered Service level and Contract Metrics to meet Client Business outcomes
Managed all aspects of a Program/Delivery to ensure on-time completion while maintaining and improving established budget for project with $100k Revenue

TECHNICAL SKILLS:

Program and Project Management - Waterfall, Agile Methodologies
Service Delivery/Operations Management - Infrastructure Operations
Transition / Transformation Management - Global Implementation
Global IT Outsourcing - Onsite/Offshore Global Delivery Management
Account/Client Management
Cross Functional Team Leadership
ITSM Design and Implementation using Service now, HP Service Management and Remedy Applications
Vendor Management,Contract Negotiation
Business Process Improvement
Six Sigma, Green Belt
Risk Management

PROFESSIONAL EXPERIENCE:

Confidential, Irving, TX

Program Manager

Responsibilities:

Aligned the program to the organizational Strategy, Established overarching program plan roadmap across entire duration of the program
Led migration of complex infrastructure and critical production environments including Teradata, Zerto, ISILON, SFTP, SOAP/REST API, HTTPS, Database migrations
Created communications, staffing and stakeholder management strategy
Identified business requirements after transition and defined Service Catalogs to deliver standardized service
Developed Change Management process, introduced stakeholder involvement & notification
Initiated CMDB audit & maintenance

Confidential, Plano, TX

Global Accounts Infrastructure Operations Manager

Responsibilities:

Leading and mentoring high performing Global teams of 200 people under tough deadlines, to meet expectations of multiple customers.
Bridged the gap between customer expectations and engineering decisions by communicating effectively with both
Responsible and accountable for realization of benefits provided by the program
Effectively partnered with teams to meet and surpass service level agreements
Managed Stakeholders communication charter to senior leadership at Clients (and internal HPE) on the progress of the project and project dependencies.
Reports analyzed to track the top issues in each of the technologies and implement continuous service improvement plans, CIP, SIP's were created to provide proactive support using ServiceNow
Developed Global and Regional IT Strategic plans on Service level Management- SLM inclusive of global initiatives and the strategic plans using service now
Prepared and Presented IT Service Management dashboards, and communicated to ensure a proper view for upper management
Managed Vendors and negotiated contracts to suit the SLA’s to be achieved by HP
Identified areas of services which can be outsourced, convinced the client to change the contract to deliver from low cost centre.
Facilitated complex cross Functional virtual and linked teams in multiple organizations

Confidential

Global Operations Service Delivery Manager

Responsibilities:

Developed Global and Regional IT Strategic plans inclusive of global initiatives and the strategic plans
Transformed team to be highly successful, winning Strive for Excellence Award for 3 continuous years
End to end Service Level Management including incident management(IM), change management(CM), problem management(PM), risk management (RM), ITAM (IT asset management)
SIX-Sigma used to proactively address the issues in the delivery
Negotiated and implemented 72 Service Level Agreements for existing customers through the creation of standardized templates, resulting in 100% compliance for US-based applications.
Reduced support costs by developing new workflows and support processes.
Facilitated Mandatory documentation of lessons learnt and new solutions in the form of knowledge base was implemented to be followed at Enterprise level
Continuous Service Improvement Plans - CSI implemented on a daily basis to show improvements in delivery and proactively propose changes to upgrade or suggest solutions for improvements
Designed and implemented the outsource strategy
Proactively analyzed the Hosting environment, identified the requirement of Automation, Implemented Continual Service Improvement Plans to achieve Cost Savings
Identified areas of services which can be outsourced, convinced the client to change the contract to deliver from low cost centre.

Confidential

Team Lead

Responsibilities:

Led a team of 7, Implemented Win2K with a team of 7 at Digital Globalsoft locations at Boston, Houston, California locations
Team Lead for Application packaging team