SUMMARY

A highly motivated results-focused IT Business Application leader with more than 15 years of IT experience in the software industry who adds value to the business with strong execution capabilities delivered through people, process and tools providing high quality, cost effective automation solutions and services.

• Software Development Life Cycle
• Enterprise Applications
• Business & Customer Relationship
• Business Process Analysis
• .NET Platform
• Project & Program Management
• Service Oriented Architecture
• Production Support
• Operating & Capital Budgeting
• Customer and Technical Support
• Vendor Management / SLAs
• Leadership & Team Building

PROFESSIONAL EXPERIENCE

Confidential - Sunnyvale, CA June 2008 - Present
Senior Business Application IT Manager

• Responsible for development & support for the Sales, Customer Support & Marketing applications.
• Partner with business counterparts to develop business processes, system solutions and architecture.
• Manage resources within the Application Delivery & Support teams (project managers, business systems analysts, and application developers) to deliver IT-based business application solutions.
• Supervise and professionally developed a team of 8 direct reports.
• Coordinate and integrate application changes from external IT and third-party managed services partners.
• Work with the IT PMO to provide tracking and communicating of all development, integration, enhancement and support activity performed by the applications team.
• Coordinate and prioritize the activities of resources to enable progress on multiple, concurrent high priority projects.
• Participate in program planning (business requirement, phasing strategy and planning, vendor evaluation, RFP, etc).
• Communicate across all levels of the organization to ensure identification of and response to business technology requirements.
• Facilitate communication within the applications team to ensure strong teamwork and continuous awareness of priorities and individual accountability to projects.
• Participate in the definition, champion and enforce the use of portfolio and project management, software development, change, QA, and release management processes, consistent with the standards established by the company.
• Coordinate development, testing and integration activity with outsource partners.
• Manage the allocation and scheduling of Applications resources to the Production Support area as needed to support 24x7 business processes.
• Manage third party vendors and the cross functional team to provide level one and level two support for the applications users, approximately 8000 internal employees and external partners
• Work with a cross functional team to evaluate and select suitable tools to provide automated regression testing for Sales applications and the assessment of outsourcing opportunities to allow the unit and integration testing cycles to work in harness with the development cycle
• Work closely with internal and external user communities and vendors to ensure prompt resolution of issues that arise in applications, and the development of robust and scalable processes to enhance the productivity of the support team.
• Coordinate and prioritize the activities of resources to enable progress on multiple, concurrent high priority projects.
• Participate in the software development, change, QA, and release management processes, consistent with the standards established by the company.
• Manage the monitoring of the production environments for business applications including alert management and trend reporting to feed into the ongoing capacity planning exercises
• Monitor and manage support tickets in the Help Desk call tracking system to ensure the timely closure of open tickets and provide weekly reporting metrics
• Accountable for operational metrics that drive overall operational effectiveness.

• Responsible for strategic planning in supporting key business applications including Siebel. Ensuring that applications meet corporate objectives, fulfill end-user requirements, and identify and resolve business requirements issues. Gathering, analyzing, and defining end user requirements in accordance with business objectives. Developed, implemented, and maintain policies, procedures, and associated plans for application administration and appropriate use.
• Established formal communication channels with business units resulting in improved communications, reduced support and fewer complaints.
• Managed and mentored a team of IT professionals. Motivated and inspired confidence in the team that improved team's effectiveness and productivity without increasing workload. Perform employee evaluations and make recommendations for advancement.
• Participated in an initiative to transform the IT division into a Services based model, using ITIL principles. Part of a core team to implement the Change Management process.
• Key member of the IT architecture board.
• Re-engineered processes to make best use of available staff. In some cases, the new process improved time to release from 8 weeks to 2 weeks.
• Negotiated contracts and liaise with IT vendors for prompt rectification of production problems/emergencies.
• Formalized post-mortem based process for production issues.
• Assisted in software and hardware purchasing decisions including vendor evaluation.
• Lead performance tuning efforts for key business applications. Started a code reviews process. Trained staff on server administration, integration and performance tuning.

• Reported to CIO
• Responsible for three IT functions: Application Development, Business Process Analysis and Support
• Implemented Quality Assurance and Quality Control processes.
• Formulated training sessions and teaching materials for propagating CRM knowledge throughout the organization.
• Liaise with network administrators and software engineers to assist with quality assurance, program logic, and data processing for all applications including Siebel.
• Established service level agreements with application users, and provide on-call technical support for these users.
• Devised, coordinated, and conducted data-cleansing initiatives to purge and eliminate corrupt or redundant information from database.
• Benchmarked CRM initiatives against best practices to ensure optimal performance.
• Initiated a code review process for the offshore development team, translating into a 40% decrease in post-production defects, reduced maintenance costs and faster time-to-market.
• Interacted with customers to improved quality of the product and establish processes.
• Introduced cross-training program, which helped boost employees' morale and performance.
• Implemented project tracking tools; successfully communicated status of each project to company executives and key operations personnel, ensuring projects are successfully completed.
• Created and presented numerous professional presentations regarding progress of projects for senior executive management.
• Presented innovative web-based conceptual design, and successfully sold the concept to a skeptical senior management.
• Recognized for successfully managing core web applications' availability rate of over 99% from 2001-2003.
• Managed and coordinated third-party vendors. Bridged gaps between internal staff and external parties.

Confidential - Mountain View, CA March 2000 - September 2006
Manager, Web Applications (Dev & Support) (December 2003 - September 2006)

• Responsible for the overall technical architecture, design and implementation of all projects for the company's external websites including managing all of the Quality Assurance functions.
• Managed Testing Methodologies, QA Processes, Automation Management, Benchmarking, Quality Control, Auditing, Metrics
• Instructed quality professionals and project team members on quality practices and principles used to support the defined SDLC processes.
• Conducted weekly meetings with onsite & offshore teams to improve inter-group communication and project coordination.

Confidential - Mountain View, CA
Technical Lead (March 2000 - December 2003)

• Senior member of project team that designed, developed and implemented company's Customer Support, Marketing and Managed Services website using Broadvision and Siebel application.
• Lead the development and QA efforts in implementing Mercury's LoadRunner web-version. The resulting web application called Mercury Managed Services was the highest revenue generating service of the company for the year 2002 and 2003.
• Researched, designed, developed and tested CRM (Siebel 5.6 & 7.5) web interface for company's Customer Support website to allow external customers to submit, view and update their service requests online.
• Collaborated with peer IT professionals to design a disaster recovery test lab. Created and implemented effective disaster-recovery plans.
• Led a three member team to evaluate enterprise-wide portal Based on BEA Weblogic or IBM Websphere.
• Wrote technical presentations, gave demonstrations, and developed demo programs for the clients.

Confidential - Islamabad, Pakistan November 1995 - August 1998
Application Support Engineer

Supported production systems through monitoring, software upgrades, capacity planning, performance-tuning. Resolved several application configuration problems. Ensured website operation to optimal levels.

• Software Knowledge: Siebel 5.x, 6.X, 7.X, Oracle On Demand .NET Platform, LoadRunner, WinRunner, TIBCO, Microsoft Office, Project, Visio, Microsoft Visual Studio, Rational Suite, QualityCenter
• Database (RDBMS): SQL, MS Access, ADO, ODBC, TOAD, ORACLE, DB2
• Web Application: .NET, ASP, IIS, ColdFusion, PHP, BroadVision, XML, XHTML, HTML, CSS, JavaScript, VB Script, SOAP, DOM, AJAX
• Computer Languages: C++, Pascal, 8086 Assembly language, PERL, Visual Basic
• OS Knowledge: Windows, LINUX and UNIX

• Master of Science in Computer Engineering
• Bachelor of Science in Electrical Engineering
• Project Management Certificate (Based on PMI standards)
• Business Administration Certificate
• Professional Trainings and Certifications