SUMMARY:

• 13+ years of experience in PMO, Operations, Program/Project Management & Customer/Vendor Management
• Currently heading Global PMO delivering Projects across 5 Data centers in USA, Europe & Asia
• Substantial Experience in standing up PMO ground - up and transitioning to steady State operations post stabilization
• Successfully managed multiple Mega Programs of 50M+ and team size of 500+ Data Center and Confidential Services
• 12+ years of experience in Data Center and Confidential related projects with clients like Confidential, WellPoint, T-Mobile, US Cellular, Plus, Sunrise, WIND, Orange, Telia Sonera, Confidential, Toyota and Confidential
• Knowledge and understanding of Industry Data Center standards & Frameworks such as
• EPI DCOS for Data Center Operations and Maintenance
• ANSI/TIA-942-2005 Telecommunications Confidential Standard for Data Centers
• BICSI 002, Data Center Design and Implementation Best Practices
• Managed large and complex Confidential & Application Program involving 25 call centers handling 90M calls/year
• Experience in Process & Quality engineering, Methodology & MoO Definition & Implementation
• Internal Certified Auditor for IT Development & Support Projects
• Member of Steering Committee for Organizational Certification & Recertification
• Quality Champion for Telecom Vertical of Interactive Technologies Assignments
• Head of Global PMO - Confidential , Confidential, USA
• Associate Director - RAD Build2.0 Transformation and Steady State PMO, Confidential, USA
• Associate Director - LightsOn Voice Confidential & Application Service Delivery, WellPoint, USA
• Program Manager - Confidential & PMO, Confidential, USA, Poland & India
• Program Manager - Confidential & Application Migration of Confidential Technology, Confidential, USA
• Program/Project Manager - Contact Center & Interactive Technologies for Confidential
• Telecom Consultant for Confidential, USA
• Project Manager - Agent Desktop Application for Confidential Chase, USA
• Telecom Consultant for Confidential, USA
• Telecom Consultant for Confidential, USA

TECHNICAL SKILLS:

• Jacada Visual IVR
• ININ
• OpenCloud Rhino jNETx
• J2EE
• XML
• Weblogic
• SQL
• Unix
• C & VB

PROFESSIONAL EXPERIENCE:

Head of PMO

Confidential

Responsibilities:

• Manage the PMO organization accountable to successfully deliver 10,000 monthly hours of projects through a team of 65 people
• Establish, Socialize & Implement Delivery Framework & Governance procedures
• Interface with customer and internal teams to drive definition and Implement of Project Initiation & Intake Process
• Interface with customer Compute & Database Senior Directors, Engagement & Delivery Directors, Service Owners, Portfolio Managers & Supplier Management team
• Ensure successful delivery of projects by working with internal Tower Managers, Track Managers & Track Leads managing various functional and technical tracks
• Work with customer Demand & Capacity team to obtain information on upcoming projects to build a robust forecast and pipeline of work
• Create and maintain staffing plan to support the current and future work demands and project deliverables
• Participate in Annual Operation Planning (AOP) sessions with customer
• Work with Account Team, Service Owners & Supplier Management to establish guardrails document determining billable and non-billable activities
• Interface with Leads running various Transformation, Transition and Consolidation initiatives
• Ensure proper handover from Transformation & Transition teams through established HOTS processes (Hand-over-to-stead state)
• Identify & Recommend changes to project management standards, methodologies, templates & best practices
• Contribute to environment stabilization through adherence to MTP procedures (Move-to-Production)
• Track various Operational & Financial KPI's related to Project planning, Execution & Closure
• Ensure all process are followed on projects by regular project review meetings and scorecards
• Ensure proper Risk management processes are adhered to on every project through special Risk Governance Task-force
• Manage Personnel aspects of direct reporting staff which includes recruitment, induction, training and pay determination
• Provide reports to Senior & Executive Management such as SVPs, VPs and CIOs
• Encourage & Drive Knowledge sharing and best practices amongst project managers

Associate Director

Confidential, USA

Responsibilities:

• Work with offshore delivery partner & delivery leads to implement Build2.0 framework
• Work with Account Directors, Account Managers & Delivery Managers to transition to steady state operations
• Drive c compliance to SOW/Contract, quality/governance processes & methodology
• Ensure project teams update the DM tool with 30/60/90 days Forecast data & Actuals data by the cut-off dates
• Work with BMO & provide necessary support to facilitate accurate data entry into the Clarity system
• Work with offshore team to update Confidential BA portal with monthly invoice amount project/PDAD wise for all projects including Fix Bid as well as T&M projects
• Ensure Confidential BA entry and DM SharePoint site entry for a project/PDAD are in sync
• Work with Account Managers on approval of Confidential BA amount
• Work with financial associates to generate individual invoice for each Fixed Deliverable based PDAD and T&M / Capacity based PDAD’s based on the approved BA amount
• Generate individual Credit Note for each T&M / Capacity based PDAD
• Consolidate all Fixed Deliverable based PDAD into one invoice with cover note, invoice to contain Gross Invoice Amount, Discount / Savings, Net Invoice Amount and Total On/Off hours
• Consolidate all T&M / Capacity based invoices into one invoice, with cover note, invoice to contain Net Invoice Amount and Total On/Off hours
• Consolidate all T&M / Capacity based Credit Notes into one Credit Note
• Extract DM data from SP site
• Interface with customer transformation leaders (AVP, VP & Program Lead) on all matters of Build2.0 Initiative
• Interface with PBMs (Planning Board Members) & provide status updates
• Work with P&E (Planning & Effectiveness Team) to produce necessary artefacts & reports
• Provide regular status updates to Steering Committee Members & produce various reports
• Build & Maintain Customer Relations & Ensure customer satisfaction through successful & timely deliveries
• Project Portfolio Performance Management; Non-financial reporting, quality scorecard, Delivery Performance KPI and operational dashboard.
• Drive sharing of knowledge amongst project managers
• Ensure agreed levels of System & Service Availability requirements are met
• Work with business partners on all initiatives
• Manage business as well as technology teams consisting of Account Managers, Program/Projects Managers, Architects, SMEs, BSAs, Tech leads, Engineers & Vendor/Partner teams
• Assess current technology landscape & provide short-term, medium term & long term recommendations
• Streamline client engagement processes & improve user experience
• Manage shared services team to monitor & optimize release management & enterprise rollout processes
• Own all delivery related Day to Day Management of our outsourced partner in support of our Global SharePoint platform/helpdesk
• Maintain reporting dash-board that provide comprehensive reports of system outages
• Work with Network Operations Centre (NOC) & other enterprise teams to troubleshoot & resolve outages
• Provide leadership & direction to implement business continuity plans
• Dimension hardware & Confidential requirements to support business requirements for workplace tools
• Ensure adequate systems & Confidential health-checks are performed & reported
• Implement proactive measure to identify & avoid systems outages and thereby increase system availability
• Analyse gathered system metrics to improve Absolute Availability & Mean time to Restore
• Provide proactive adhoc reports to Senior Management
• Lead conception & delivery of re-engineering initiatives
• Review & Optimize all processes related to Services Business, Delivery & Handover from/to Delivery
• Lead customer business strategy development for achieving services business excellence
• Ensure margins and profitability for all programs/projects executed
• Own all aspects of services business delivery
• Ensure proper hand-over & sign-off on Sales-Delivery-Support
• Ensure compliance to quality/governance processes & methodology
• Conduct Project Review Meetings & ensure timely management of risks, dependencies, constraints etc
• Build & Maintain Customer Relations & Ensure customer satisfaction through successful & timely deliveries

Program Manager

Confidential

Responsibilities:

• Lead customer business strategy development for achieving services business excellence
• Support Sales/Account Teams for closing Pre-sales, Offer preparation & bidding
• Own all services business & delivery related information going into the offer
• Ensure margins and profitability for all programs/projects executed in the region
• Build new business & expand existing customer portfolio
• Ensure proper hand-over & sign-off on Sales-Delivery-Support
• Ensure compliance to quality/governance processes & methodology
• Review & Optimize all processes related to Services Business, Delivery & Handover from/to Delivery
• Conduct Project Review Meetings & ensure timely management of risks, dependencies, constraints etc
• Build & Maintain Customer Relations & Ensure customer satisfaction through successful & timely deliveries
• Line Management of delivery team which includes Project Managers, Solutions Architects & Engineers
• Support Sales/Account teams to meet local & regional targets
• Lead unit Strategy planning, Capability and Solutions Enablement planning as part of the Leadership Team
• Ensure successful delivery of all projects as per portfolio’s delivery and testing blueprints
• Drive re-usability, Knowledge management and Best practices across projects
• Co-ordinate Pre-sales activities and ensure customer satisfaction/support
• Ensure proper hand-over from Sales-Delivery-Support
• Review and Approve Costing sheet, Proposal, SOW/IA and Order Approval form (OAF),
• Ensure timely generation & issuance of Purchase Order (PO) to partners
• Work with Solution Manager to ensure following are in place before the project kick-off
• List of Re-usable components * Risk assessment document Testing strategy document * Competence document Reference projects or Case Study
• Work with Customer Managers & collectively ensure the regional targets are met
• Work with Business Line Heads & Solution Owners to collectively ensure the applicable targets are met
• Contribute to Strategy planning, Capability and Solutions Enablement planning as part of the Leadership Team
• Define processes and project KPIs/Metrics
• Ensure compliance to quality/governance processes & methodology
• Manage all aspects of Delivery (risks, dependency, constraints, priority, conflicts etc) to ensure successful completion of all project
• Ensure successful delivery of all projects as per portfolio’s delivery and testing blueprints
• Manage budgets, cash flows & margins
• Approve all deviations from the agreed project plans
• Work with QAPG to conduct periodic project review meetings & audits
• Drive re-usability, Knowledge management and Best practices in projects to improve efficiency and cost
• Ensure proper risk identification & mitigation plans are in place for all projects
• Provide escalation support to address any issues
• Build & manage client as well as vendor relationship
• Manage a global team of Program/Project Managers, Tech-leads, Engineers and Cost & Progress Controllers, delivering projects across domains - 60 FTE; spread across USA, Europe & India.
• Complete management of staff, including recruitment, induction, mentoring, supervision, goal setting, appraisal, career development, training and pay determination & communication.
• Identify, propose, recommend & communicate changes to project management standards, methodologies, templates & best practices.
• Accountable for the successful delivery of projects, to the tune of $30M /year.
• Project Portfolio Performance Management; Non-financial reporting, quality scorecard, Delivery Performance KPI and operational dashboard.
• Drive sharing of knowledge amongst project managers.
• Ensure coverage of all areas of expertise necessary to support and grow the business.
• Create and maintain staffing plan to support the current and future work demands and project deliverables.

Program Manager

Confidential

Responsibilities:

• Estimate program/project cost & resource requirements considering various alternative approaches
• Work with program sponsors to have the necessary funds in place
• Obtain necessary approvals & signoffs on applicable documents
• Identify risks & determine mitigation plans
• Work with individual project managers of application teams & formally engage them
• Review scope, budget, schedule & resource requirements for each project provided by project managers
• Facilitate & co-ordinate discussions with business teams, technology directors & program sponsors to gather functional & business requirements
• Create program level execution plan for Confidential IVR, CTI & Routing
• Facilitate weekly status calls with each project team & ensure the project is on track by taking corrective actions
• Provide escalation support to individual project teams to address any issues
• Manage all task required to the successful execution of the Confidential migration program
• Ensure every project creates & maintains the required process documents and provide signoff for the same
• Ensure each project complies with processes & meets committed timelines
• Provide project/progress reports to Directors& VP
• Plan & envision Confidential migration roadmap
• Determine Confidential solutions & components required & create Confidential architecture document
• Plan & co-ordinate all activities related to Confidential deployment planning, Installation & configuration
• Review individual project plans for correctness of technical tasks
• Facilitate analysis sessions with portfolio architects, application teams & SMEs for IVR, CTI & Routing
• Conduct technical design reviews meetings
• Determine network location for various Confidential components such as configuration server, db server etc
• Co-ordinate & review T-server integration with Cisco call manager
• Review memory allocation & other system parameters for hosts
• Implement best practices & recommended settings

Environment: Nortel periphonics, Confidential 7.5

Program/Project Manager

Confidential

Responsibilities:

• Facilitate analysis sessions with representatives from both organizations to determine impacted systems
• Work with senior portfolio architects, business partners, technology directors, legal & Compliance, Governance board, Licensing & copyrights and various other groups to determine separation approach & roadmap which includes details about scope, budget & schedule
• Obtain necessary approvals & signoffs on applicable documents
• Work with program sponsors to have the necessary funds in place
• Create program level execution plan
• Identify risks & determine mitigation plans
• Work with individual project managers of application teams & formally engage them
• Review scope, budget & schedule for each project provided by project managers
• Facilitate weekly status calls with each project team & ensure the project is on track
• Manage all task required to the successful execution of the program
• Ensure every project creates & maintains the required process documents such as Project Definition Report (PDR) Project Agreement (PA), Business Systems Analysis Report (BSAR) & Business Systems Design Report (BSDR)
• Business Systems Testing Report (BSTR), Disaster recovery/Business continuity plan.
• Ensure each project complies with processes & meets committed timelines
• Work with business partners to gather preliminary high level goals & objectives of the project
• Initiate & drive requirements gathering sessions with business partners
• Create impact requests, send it to all application teams, Consolidate replies and identify impacted systems
• Co-ordinate & work with impacted teams
• Create & maintain various process documents such as Project Definition Report (PDR), Project Agreement (PA),
• Business Systems Analysis Report (BSAR), Business Systems Design Report (BSDR), Business Systems Testing Report (BSTR), Disaster recovery/Business continuity plan.
• Conduct walkthrough for all above mentioned documents & obtain necessary signoff
• Ensure the project complies with processes & meets committed timelines
• Initiate & drive status calls with project team. Capture & follow up on action items. Manage change control
• Create weekly status report for the project. Document and distribute meeting minutes
• Identify & manage risks throughout the project life cycle

Environment: J2EE, DB2

Telecom consultant

Confidential

Responsibilities:

• Provide production support & application enhancements
• Translate user functionality requirements to code specifications
• Develop IVR applications, tables, triggers & stored procedures
• Define project milestones & track them
• Prepare test plans & test cases. Plan, coordinate & monitor unit testing, system integration testing
• Provide implementation support
• Communicate & coordinate with external vendors & other internal groups

Environment: Avaya Conversant v8 IVR system, UNIX & Oracle 8i

Project Manager

Confidential

Responsibilities:

• The primary responsibilities included client interaction, offshore co-ordination & project management while secondary responsibilities included application testing & documentation.

Environment: Visual Basic 5, Enterprise Java Beans (EJB) & Informix

Telecom Consultant

Confidential

Responsibilities:

• Complete IVR system maintenance which included translating user/functional requirements to code specifications, application development, and host interface development.
• Vocabulary management, unit testing, system integration testing, daily, weekly & monthly report generation.
• Development of shell scripts to automate certain routine processes, documentation, communicating & coordinating with external vendors & internal groups of Confidential

Environment: Periphonics VPS/is system, Sun Solaris, Periproducer development environment & CICS

Telecom Consultant

Confidential

Responsibilities:

Responsibilities included application development, unit testing, and system testing & system documentation

Environment: Periphonics VPS/is system, Sun Solaris, Periproducer development environment & CICS