PROFESSIONAL SUMMARY:

• Accomplished CSM certified IT professional with 11 years of diversified experience in multiple roles, Business analysis, Project Delivery Management, Project coordination, Program management. As part of my assignment, I have been involved in Retail ECOM services / Point of Sale (POS) support / Incident / Problem / Change manager roles / Service desk management / Mainframe / AS400. Highly self - motivated and goal-oriented creative professional, by holding key positions in technical resources.
• Project management skilled in streamlining operations and maintaining schedules to ensure maximum customer satisfaction. Expertise in coordinating diverse teams and resource to complete objective. Organized, detail-oriented with proactive and hard-working nature.
• Good communication skills and capable of handling multiple projects simultaneously with good mentoring skills.
• Software Development Life Cycle (SDLC), work forecasting, requirements and scope management, capacity planning, resource management, scheduling, budgeting and risk management, contingency planning, vendor management.
• Offshore- onshore model and driven global deliveries effectively in a follow the 24x7 model
• Service delivery management for infrastructure projects using ITIL best practices.

PROFESSIONAL EXPERIENCE:

Confidential, Wisconsin

Project Lead - Peoplesoft to Workday Migration

Responsibilities:

• Work in conjunction with the Vendor Project Managers, document a Communication Plan as part of the Master Project Management Plan and will compile and deliver weekly status reports for distribution to both the Customer and Microsoft management.
• Ensure that project activities are aligned with client objectives and develop communicate a scope statement that defines project work and limits. 
• Periodic status meetings will be held to review the project’s overall status, the acceptance of deliverables, the project schedule, and open issues noted in the status report.
• In line with decisions to executive steering committee for making critical decisions on the project strategic directions, serving as the final arbiter of the project issues, approving significant change request and following on the required approvals
• The Executive Steering Committee will hold meetings and produce meeting minutes on a regular basis.
• Identify Risks/Issues/Challenges for the projects and discuss for mitigation plans.
• Project Management including monitoring project progress & performance and collect metrics related to productivity and quality

Confidential, Wisconsin

ECOM L2 Onsite Lead - Onsite Coordinator

Responsibilities:

• Handling trouble tickets related to customer facing issues, BCC, CSC, and Multichannel using Service now / Remedy / Splunk / Akamai. Worked on the trouble tickets and fixed the issues within the SLA
• Troubleshooting almost 60 batch jobs on abnormalities of failures and hung state
• Working closely with development team during production issues which affects sales, customer experience in website and fix them quickly.
• Perform weekly/Monthly/Zero maintenance reporting for service delivery metrics to be presented to the client and top management.
• Automate the process or routine task wherever applicable
• Performing the required tasks in several Monthly Production Releases such as Site Akamai traffic routing, managing BCC deployments, Storefront and other application bounce with vendor, enabling/Disabling WCS deployments, reaching out to business for critical changes, managing batch jobs according to the deployment playbook etc.
• Assign and track incidents, report metrics for L2. Ensuring the team handles all the incidents within the SLA and providing technical support to the team
• Coordinate the synch up between Onsite/Offshore and conduct knowledge sharing between teams
• Interacting with the people from various departments/vendors of the client for gathering detailed requirements and troubleshoot production issues.
• Monitoring 320 server health using POD check er tool.
• All batch jobs completion checks
• General operations duties - submitting, monitoring, validation of: system jobs, backups, system and application messages, job queues
• Making sure that all emails/Incidents are answered/escalated promptly
• Monitoring and troubleshooting Java/Web logic/ Unix/Sql and mission critical applications by managing the floor.
• Initiated & participated crisis management bridges during crisis situations
• Preparing Daily/ Weekly/ Monthly metrics to the client
• Participating in clients weekly / Monthly status call
• Effectively coordinated and participated in ATG (Art Technology Group) transition for Kohls.com from Blue martini.
• Crowned Client s appreciations for high end communication for Critical / High INC / outages.
• Appreciated for identifying issues proactively which reduced business impact.

Confidential

ECOM L2 Offshore Lead

Responsibilities:

• Manage the performance of services to clients as agreed in the contract and ensures that the service levels are achieved
• Ensure service level agreements are achieved and client expectations are met or exceeded
• Co - ordination and hand shake between Service delivery leads from US
• Created standard Operating procedure document for KB articles.
• Build services relationships with clients, providing regular communication and status/performance updates on weekly/monthly basis
• Coordinating Monthly PMR meetings and internal audits related to Technical and Data Maturity index, Operations Maturity framework
• Proposing, progressing and tracking of new STP, SIP s, Transformation initiatives through brain storming sessions and technical discussions within the team
• Manage the day-to-day operations of the ECOM Team.
• Handling major escalation, critical situations
• Resource management and project allocations
• Handling escalated L3 issue and major incidents
• Implementing best practices and contributing to the KEDB
• Aligning the team to meet the customer objectives and deliverables
• Service improvement through Operation Maturity framework
• Motivating the team with rewards & recognitions

Confidential

Global Incident Manager / Problem / Change Management - Middleware

Responsibilities:

• Documenting all the Incident notifications in the database and sending it to the Problem Management team
• Coordinating with all support teams during the complete ticket cycle
• Sending out the Management Notification for all the high priority incidents as per the process
• Coordination and follow up with the support teams on regular basis to maintain the SLA on Incident Resolution
• Opening WAR Room calls for coordinating with the Service restoration team for Incident Resolution
• Creating the Incident report after Incident Resolution
• Coordinating with the Problem Management team for creating the RCA
• Contributed KPI s & trained new team members on process and technology.
• Closely work with the team on pending tickets and take them to closure
• As a CAB member, thoroughly assess change requests on business perspective. Reviewing & prioritizing requested changes, monitoring the change process and providing managerial feedback.
• Responsible for communicating with Partners, customers, peers, team and managers regarding Incident, Service, Problem and Change management.
• Ability to use sound judgment, decision - making skills and thrive in a deadline intensive environment with great multi-tasking skills.

Confidential

Sr.System Executive

Responsibilities:

• AS400 job scheduler administration. Job processing, sequencing.
• Monitor system for messages, job and print queues.
• Keep customers informed of all enhancements, troubleshooting, and fixes.
• Able to mentor, train, develop and provides support to less experienced co - workers.
• Managed daily job performance of computer operators

Confidential

System Executive

Responsibilities:

• Monitoring the client s Branch Banking & Trust ( Confidential &T) ATMs through Mainframe and providing technical support for Network Control Helpdesk in any problems arising through Hardware (computers, printers etc), Software and Applications used by the client. Apart from providing back end support to clients, I was as part of offshore incident management team, we check for the business impact of the incident, assign severity level and transfer incidents to appropriate teams.
• Recording incidents in the tool for the alerts generated in the monitoring console, tickets are created/handled through Confidential Service Manager (Peregrine Service Centre) and I work with ATM s, Servers, Active Directory, Service Manager & VPN.
• The atms are monitored through Application manager consoles and if the ATM is found faulty, the first level of problem determination is done by sending commands remotely through AS400. If not fixed the ticket transferred to appropriate technical teams.
• Promoted as a Process Specialist in the month of May 2010 and sharing knowledge with peers and training new hires on the process to be followed.

Confidential

Application Engineer

Responsibilities:

• Served in the technical support department of MagellanGPS in the level one services.
• Range of products supported included Personalize Navigation and Programmable Logic GPS devices.
• Handled customer calls and provided solution for technical issues.
• Part of team that provided the primary response for Confidential GPS product support and handled training batches.

Confidential

Technical Support Executive

Responsibilities:

• Gave appropriate solutions for different problem that ends up in computer crash Handling Escalations & Complaint calls for the Confidential homeusers /corporate.
• Handled Internet connectivity, Outlook, wireless, modem Installation, and was specialized in handling office internal network related issue
• Consistently earn highest rating in customer service quality surveys
• Coordinated and responded to complex customer telecommunications requests, resulting in increased resolutions and customer satisfaction
• Sold and worked with a variety of manufacture of desktop and network related operations, including operating systems like windows 98, windows 2000, windows XP