OBJECTIVE:

To continue my career with an organization that will utilize my Technical, Management and Client Relationship skills.

SUMMARY:

• Strong client management skills include onsite or via web - ex on a quarterly basis.
• Serve as a point of contact between the client and the team for high priority and implementation-related incident,
• Highly focus on reviewing client's accounts and managing license subscription by using various tools such as (Report, Daily Feed, User Records).
• Responsible for managing high-priority incidents and providing a solution within the SLA.
• Constant working on to improve the relationship with the client by utilizing survey tools such as (Survey Monkey) and in person meeting.
• Always engaging the client on testing new-product enhancements for future roadmap
• Ability to manage multiple implementation projects using waterfall/agile methodologies from start to end.
• On boarding new client; gathering resources, planning, reviewing, during the initial phase of the project.
• Manages client expectations and provides issue/risk identification and escalation pathways.
• Manages several routine projects simultaneously and ensures that the design, testing, training, documentation and prioritization objectives are met.
• Creates detailed project plans, including timelines, budgets, and resource allocation to ensure successful project completion.
• Assists in refining and re-sequencing during the implementation and execution phases of assigned projects, as needed.
• Keeping clear and concise communication on project milestone to clients and the senior manager on the weekly status call.
• Team Management (identifying skills set allocating resources for the project and managing the team onsite/offshore).
• Monitoring and recognize any team's success within the project.
• Responsible for managing team schedule, time-off, off-hours support performance review, conflicts and corrective action.
• Hands-on experience on installing and configuring (Client/Server/Web-based) application developed in C++ Oracle, Java, HTML, & Net.
• Hands-on experience configuring SaaS based software using GUI interface;(Branding, Dashboard, Reporting, Data Feeds, & SAML)
• Data Manipulation from *.csv, pipe delimited and xls file importing into a sql table via internal SaaS import tools.
• Responsible of on-site and virtual training.
• Manage Data Center Implementation (Server Racks, Cisco, router/switches, wiring, server blades, BPU’s T1/T3 lines, dial up-modem NAS servers)
• Managed Disaster Recovery as part of the ongoing project annually basis.
• Thorough understanding of GAP analysis and workflow management
• Assist the internal auditor in reviewing software security and policy to comply with industry's standard.

EXPERTISE AREA:

• Project
• Team
• Client
• Vendor Management
• Leadership
• Problem Solving
• Conflict Resolution
• Change Management
• Time Management
• Interpersonal Skills

TECHNICAL SKILLS:

OS/Desktop /Server/Mobile: Windows (7/8.1/10/2008/2012 r2), RedHat (minor) IOS, Android, MAC OSX (10.8/9/10/11/12 )

Networking/Tools: TCP/IP, HTTP, HTTP, FTP, SFTP, Samba, SMTP, Angry IP, SolarWind, Hayena, ActiveDirVirtualization: ESXi5.5, VM Workstation, Citrix

Remote Tools: Web-Ex, Remote Desktop, VNC, VPN

Web Technology: HTML, CSS, XMLOffice Suite: Google Doc/Sheet, MS Office Suite SharePoint, Visio, OneNote

Reporting Tools: SaaS Pre-Configure Report, Crystal Report

Database: MSSQL 2012 (creating relationship table retrieving and updating via script and using GUI interface in SQL Mgmt Studio)

Incident Management: Jira, HP Service Mgmt, Remedy, Clarity, IT-Track, Supply Mgmt

Security Tools: Norton Suite, McAfee Corp Edition, Firewall Policy, IDS/IPS

ThirdParty Apps: Lawson, Ultipro, Bloomberg, ERP, Compliance Mgmt Suite, E-Learning, AML, WireTrasnf Mgmt System

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, Ga

Implementation Consultant (SaaS)

Responsibilities:

• Oversaw new and existing client implementation and support activities for CMO resource management software.
• Managed multiple complex web-based software implementation projects using agile methodology while exceeding service levels.
• Conducted onsite or virtual business process review sessions to gather and document requirements for the implementation .
• Managed project life cycle and budget using various tools (MS Project, Clarity & Jira).
• Assembles appropriate team to meet and exceed project expectations.
• Onsite travel to customer’s facility 30-40% for end users training.
• Participated in system development activities, including testing (verification/validation), and quality assurance.
• Manage project issues and tracking via Jira/HP Service Manager.
• Pay close attention to project risk and mitigating with the best solution.
• Drove configuration of interfaces with third-party software and ensured the success of user acceptance and production system testing.

Confidential, Roslyn, NY

Implementation Consultant (SaaS)

Responsibilities:

• Participates as key member of the sales presentation team for large national accounts.
• Manages implementation of sales for new complex customers mainly integrating with ERP system.
• Develops, project plans, and organizes cross functional teams to implement customer programs as stated in proposals.
• Customize implementation in order to meet client requirements such as (portal branding, DNS redirection, setting up ftp/sftp, creating custom reports, Database manipulation, writing basic sql query to search & update records & configuring SSO within the system)
• Provides appropriate system demonstrations and training.
• Develop account reviews for company leadership and provide weekly status updates for client advocacy.
• Act as liaison between departments and the customer where escalation of critical service issues is required.
• Responsible of allocation resource and assigned task and tracking them against each task of the project in clarity.
• Monitoring implementation completed milestone mitigating risk, roadblocks providing a weekly status report.
• Working with internal senior developer and senior product manager for any customization request, bugs patches, enhancement and track them using (Jira/HP Service Manager).
• Part of the QA team for testing functionality, fixes prior to the implementation.
• Responsible for product training (onsite/virtual)

Confidential, Bloomington, IL

Implementation Coordinator

Responsibilities:

• Develop and manage project plans, overseeing all tasks of execution on test and production.
• Coordinate post-startup activities with the internal offshore team (i.e. data gathering, scripting, environmental configuration, execution and reviewing process.)
• Escalate issues with maintaining the rollout schedule, as needed, and manage to closure.
• Built Windows VM’s to test windows client/server based application.
• Enter and maintain DB of known test defects in HP Management System.
• Design workflow process and create test scripts, monitor in (HP Service Manager).
• Document software defect using HP Management System.
• Monitor bug resolution and track success using HP Service Manager.

Confidential

Project Manager

Responsibilities:

• Developed training programs for end users that resulted in improved customer experience and increased sales or revenues by 55%.
• Developed demo and presentation of products for internal and external management, including C-level suite.
• Led efforts in development of software applications to implement customer requirements.
• Organizes and guides project operations throughout the project.
• Creates and executes project work plans and timelines and revises as appropriate to meet changing needs and requirements.
• Identifies resources needed and works with functions to assign individual responsibilities.
• Effectively communicates relevant project information to brand team.
• Manages applicable technology and quality assurance of an assigned project.
• Manages full lifecycle of project and ensures each aspect of the project is completed.
• Conveys project changes and updates to appropriate team members.
• Facilitates team and client meetings to review work.
• Prepares regular status reports and distributes internally and externally if necessary.
• Holds regular status meeting with the clients.
• Manages project budget and tracks and reports costs and expenses.

Confidential, Melville, NY

Application Support Manager

Responsibilities:

• Plan, schedule, coordinate, and manage maintenance Talent Management software for on-boarding process.
• Managed intensive software testing with hosting company to identify and open ports vulnerable to hackers
• Lead and coordinate the go-live activities for maintenance releases, including the execution of the deployment plans and checklists.
• Communicate release details and schedules to the business.
• Provide periodic operational reports.
• Work supportively and collaboratively with internal teams, such as IT Service Desk, Technical Teams and IT Training.
• Outsourcing teams on high severity issues.
• Meet and discuss with end users to assess their business needs and requirements.
• Use established best practices to ensure efficient handling of production incidents.

Confidential, Miami, FL

Application Support/Desktop Manager

Responsibilities:

• Planned, coordinated and supervised technology deployment projects, moves, and roll-outs.
• Provided local and remote technical support for hardware, software, network, and telecommunications.
• Consulted with principals of user departments to determine areas for service improvement.
• Initiated, researched, specified and submitted to vendors all IT hardware and software purchases, in amounts exceeding $3 million annually; received, documented, and deployed new equipment.
• Responsible for supporting Retail Banking and Anti Money Laundering system runs on (Client/Server) environment
• Responsible for working with a software vendor on testing application on client and server environment prior to deployment.
• Attending weekly change management meeting for high and medium risk software and hardware implementation.
• Monitoring incoming ticket's high-priority tickets using Remedy and assigning the incident to team members.
• Responsible for installing and maintaining network equipment such as (Cisco's router, switches and firewall)
• Managing Software and hardware inventory and maintaining the license of Windows application such as (MS Office, Windows OS & Server, Desktop PC’s, Laptop, and Sever & Smart Phone.) and providing bi-monthly reports to upper management.
• Responsible for managing the installation of hi speed T1/T3 lines into new facilities and offices
• Managing all sorts of network alerts and downtime 24/7 and managing after hour supports.
• Manage multiple ongoing and short-term projects.
• Responsible for team management and schedule on-call rotation.
• Evaluate team performance by conducting yearly performance review and setting up goals and target for individual.
• Responsible for team training related to job as needed.
• Establishing vendor relationship in purchasing Dell, IBM & Cisco equipment’s