OBJECTIVE

• Seeking an opportunity in the field of IT Project and Program Management that helps me leverage and enhance my management, analytical and technical skills to deliver IT programs that increase revenue, improve market share and provide customer delight.

SUMMARY

• Adept, business savvy and a technically insightful program manager with 15+ years of program/project management experience internationally (USA, Canada, Singapore and India) who can ably transform Retail/Telecom/Manufacturing/Banking and Insurance business needs and problems into robust technology solutions.
• 15+ years of experiences in Information Technology implementations for large scale, complex, enterprise wide, multi - million dollar programs for Retail PLM, Banking and Insurance, Telecom and Discrete Manufacturing domain programs/projects using products and services.
• As a Program manager(Project Management Office) successfully managed, on schedule in budget delivery for multi-million dollar, multi-phased, complex transformation programs for Rogers that enhanced the customer experience and customer retention, right from initiation through successful completion which involves more than 5 vendors.
• As a Program manager successfully managed, on schedule in budget delivery for multi-million dollar, multi-phased, complex programs for PwC, right from initiation through successful completion through PMO.
• BFA (Buy Flow Automation) program - Effectively managed the delivery for this large scale program to Automate selected buy flows for wireless and residential products on the Unified Channel platform. This would should include Rogers and Fido brands and the platform should be enabled for customers, in store reps and call centre reps to complete transactions Online, Care and mobile channels, that provided Rogers with Reduce Opex by empowering customers to self-serve. Increase NPS through simplified and seamless customer experiences. Drive revenue and market share through ecommerce strategies and I have greatly influenced the successful implementation of this CAD 12.5 million program, and saved CAD 900,000 through effective resource leveling.
• Data migration program - Successfully managed the delivery for this high profile, strategic, complex program, a Customer on-boarding, KYC, AML, Business Intelligence and Reporting system, that enabled 360 degree view of customers, products, services, accounts and payments data for Rogers’s 7 Lines of Business, and successfully managed entire PMLC, SDLC of ‘phased roll-outs’ in this CAD 10 million program, and saved CAD 1 million, through effective execution of parallel projects.
• Effectively led the differentiated Agile initiative for program delivery, projects delivery and implementations, guided process changes and managed multiple, parallel projects through their initiation, estimation, planning, execution, monitoring and control, status reporting, closure, and successfully managing deliverables with technology, business, internal and external stake holders.
• Created and contributed key program artifacts - program governance and communication models, project/program plans, stakeholder communication, resource and time management, monitored and managed program scopes, milestones, risks, costs and benefits throughout the projects’ lifecycle.
• Organized and conducted requirements sessions involving stakeholders from sponsors, business, operations groups and technology teams, and provided guidance to detail out scoped requirements, influenced and negotiated effectively on scope deviations for harmonized conclusions.
• Liaised effectively at all levels, to provide critical directions for smooth development, testing and implementation of these complex programs, while instilling high quality standards aligned with CMMI Level 5.
• Effective leadership and analytical skills, with the abilities to influence various internal and external stakeholders to synergize towards program/project objectives, to maximize productivity levels, and possess excellent organizational and interpersonal communication skills.
• Excellent hands-on expertise and control over various software development methodologies (Agile, Waterfall, Iterative), processes and change management.

TECHNICAL SKILLS

Technologies: C, C++, Java, JavaScript, HTML, Dot net, ecommerce, MS Project Planning, SharePoint, MS Office tools ( PPT,Word,Excel and Visio).

PLM Products (IT Applications): Windchill PDMLink, Windchill Foundation & PDM, Team Center Engineering

CAD Integration: Work Group Manager by PTC for Pro/Engineer and UG, Pro/IntraLink Gateway

CAD Packages: Pro/Engineer (2001 & Wildfire 1, 2, 4), Uni-Graphics (UG), AutoCAD

Source Control: VSS, DCC, GIT

PM Tools: MS Project, Jira, PPM and Confluence

Operating Systems: Windows NT Server/Workstation 4.0, Windows 2000/XP/7, Win 95/98

ERP Applications: SAP R/3

PROFESSIONAL EXPERIENCE

Confidential

Program Manager - IT

Responsibilities:

• Delivering On time, On Budget and with high Quality, Multi Million Initiatives for consistent customer experience and reduce credit risk and fraud prevention using Agile methodology.
• Lead delivery of application development for new project / program to be aligned with strategic direction, collaborating with vendors and implementations teams.
• Lead teams with core agile values of focus, commitment, respect, openness and courage into the team’s ground rules
• Guide the development team on how to integrate agile ceremonies and values into daily work.
• Facilitating and managing all activities for the IT application development, testing, implementation, support and maintenance of assigned projects using multiple technologies.
• Establishes, develops and maintains strong relationships with business partners/ sponsors, internal and external partners
• Facilitate agile ceremonies including iteration planning, iteration review, retrospectives, and daily standups
• Apply techniques for effective workflow visualization and management (e.g. Kanban or Scrum Boards), Jira and Confluence.
• Identify, manage, and help mitigate issues and risks, with particular emphasis on timely removal of impediments for the team and/or directing obstacles to appropriate owners for quick resolution.
• Ensure team execution and delivery to committed sprint work- maintaining the momentum of the initiative and upholding a sustainable pace of delivery, track agile metrics.
• Identify team conflict and partner with Development Managers and Scrum masters to resolve, escalating to Leadership Team for support.
• Oversee estimation and planning ( both resource and time), risk assessment, contingency planning, tracking and management of progress, issues, problem, changes, budget, risk and resources. Accountability for project budget and time lines.
• Managing team and providing weekly amd monthly status update and performance status on regular basis.
• Responsible for project staff, developing, motivating, coaching, advising and managing the project team.
• Liaison between project team, project sponsor and business and Effectively communicate with project sponsor and key stakeholders on regular basis.
• Tracking all decisions made regarding requests for change, identified risks and outstanding items through Sharepoint.
• Documenting metric reports and preparing presentations for management team.
• Managing consistent day-to-day project activities with the team and manage stakeholder requirements.
• Continuously uncover and capitalize on opportunities to improve systems and processes, creating efficient standards, processes, and procedures.
• Optimizing project performance by serving as valuable resource and mentor to project teams.

Confidential

Program Manager – PMO

Responsibilities:

• Created project deliverables with the specified strategic and business level of quality for the project sponsors, on time and within budget, by efficient coordination of project resources and good control of project activities.
• Managed the activities of projects to align with a strategic direction including business and technological process risks assessments and project feasibility assessments for escalations.
• Planned, prepared integrated and refined project plans, schedules, gating presentations for change management, project status reporting and risks issues reporting by combining estimated activity durations and risks to meet TD standards and policies for project management.
• Managed, monitored, communicated within control processes and business or technical requirements for scopes/changes, schedule, and cost priorities between various stakeholder groups and within the project team to solve conflicts and ensure achievement of milestones and deadline.
• Coordinated meetings with project development teams to negotiate complex contracts with external vendors
• Managed budgeting, forecasting and project reporting platform such as Clarity tool.
• Coordinated and facilitated various committee meetings to ensure appropriate engagement by key governance bodies at the enterprise level across various functions and vendors.
• Established Governance and developed a set of project controls to manage requirements, Gating and facilitate securing executive consensus on the business objectives, budgets and implementation solutions.
• Performed periodic Risk Assessment to identified potential risks/opportunities and documented mitigation strategies and tracked them to conclusion

Confidential

Program Manager / Senior Scrum Master – IT

Responsibilities:

• Managed multiple concurrent projects and programs through the use of the waterfall/Agile software development methodologies (SDLC) for digital customer experience projects(Java).
• Preparation of Program roadmap, Program/project Plan, Execution methodologies, Quality aspects, Resource Management and Risk management plan based on project requirements and duration received
• Delivering projects on time, within budget & scope and with high quality.
• Accountable for the planning and successful delivery of large, complex, cross functional projects on-time, within scope and budget following Rogers SDLC, Stage Gate and project management methodology.
• Develops a detailed project plan to monitor and track progress of all tasks, dependencies and deliverables. Closely manages all changes to project scope, schedule and cost.
• Proactively monitors, tracks and controls project outcomes resolving issues, mitigating risk and cross project impacts to ensure overall business readiness of the solution.
• Sets and continually manages project expectations while appropriately delegating and managing deliverables with engagement, development and testing teams.
• Measures project performance using appropriate tools and techniques .
• Own and maintain oversight over the entire program with respect to agile practices wherever applicable.
• For Agile Projects – Plan /Manage the Sprint timelines and distribute to relevant team members.
• Manage backlog tracking, burndown metrics and velocity.
• Facilitate daily scrums, stand-ups, and meetings to monitor project progress and resolve any issues the team may be experiencing. Remove project obstacles and participate in discussions with team.
• Ensure milestones are reached and deadlines are met throughout project lifecycle.Build strong relationships with product owners and scrum teams. Document progress and communicate to management and stakeholders.
• Lessons learned documents thro Sprint Retrospective meetings with team.
• Propose best practices around scrum progress reporting and lead to define/implement them (Use tools JIRA,Confluence,etc)
• Assist clients with identifying current IT trends around agile practices, defining associated IT capabilities needed to create competitive advantage.
• Provides weekly and ad hoc project status reporting to the project sponsor, project team, and senior management . Builds strong collaborative relationships with Business and IT stakeholders to deliver project results and success .
• Establishes relationships with third parties/vendors ensuring deliverables are on-time and with the expected level of quality .
• Creates and maintains comprehensive project documentation including Project Charter, Project Plan, Issue and Action Log, Risk Management Plan, Communication Plan, Status reports .
• Expertly manages project cost estimating, budgeting and control activities to meet budgetary objectives .
• Manages and oversees release activities to successfully deploy application changes into production and support operations.
• Works creatively, collaboratively and analytically in a problem-solving environment demonstrating teamwork, innovation and excellence.
• Leveraged interpersonal and communication skills to develop and manage project teams across multiple sites/locations.
• Worked on multiple projects in Rogers – Consumer WCoC, Wireless Buy flow automation, Fido Internet, Corporate Branding project, SMB Buy flow project, etc.

Confidential

Program Manager

Responsibilities:

• Preparing program documentation including related to program planning, risk mitigation strategy and regular status reporting to project stake holders
• Provide senior management and key program stakeholders with status updates, feedback and appropriate performance reporting on programs.
• Manage multiple project teams, plan and costs using waterfall and agile methodologies.
• Identify, document, and prioritize risk, issues and alternatives. Determine risk to the program plan and the application for each issue and co-ordinate decision making to proceed on issues with high criticality.
• Worked with multiple vendors and System integrators to refine the estimates by prioritizing scope and other program attributes
• Weekly PMO tracking and monitoring WBS tasks to the work plan and further comparing to estimated effort
• Ensure resource capacity planning is managed for multiple projects concurrently
• Lead others in a matrix structure to complete business deliverables
• Received several accolades from the Client for quickly and thoroughly implementing the programs on-time and on budget without any post production issues.
• Ensured team performance to meet stringent Client SLA’s and avoid financial implications for Operational Services
• Demonstrated leadership to gather and analyse requirements, ensure completion of all program and process documentation, identify all risks, assumptions and constraints prior to executing the program work
• Manage the teams across the globe and lead the effort for planning, designing, developing and successful implementation of the program with importance for meeting scope, schedule and cost baselines
• Communicate with all stakeholders at all levels to update the health of the operational services and program work, and perform other activities including but not limited to Billing accruals, Resource Utilization, etc.

Confidential

Program Manager

Responsibilities:

• Provided an enterprise level view of all Customer Experience Projects to the Associate Vice President of Customer Experience
• Responsible for managing and providing guidance to the Project Management team
• Accountable for overall delivery of Customer Experience projects, with the specified level of quality for the project sponsor, on time and within budget and scope (Flex PLM projects - Java).
• Managed team and providing weekly status update and performance status on regular basis to stake holders.
• Responsible for project staff, developing, motivating, coaching, advising and managing the project team.
• Overseen the project management process and related project / program management deliverables, for project/program(s).
• Provided on-going communication to key stakeholders, including the Project Sponsor, Business Project Owner, relevant Project Managers and Portfolio Manager to ensure they are aware of significant changes to the program/project and escalate in a timely manner.
• Responded to inquiries, investigates and escalates concerns where necessary from stakeholders at all levels in the organization, to support effective resolution.
• Led and developed a team of professionals to enable them to meet department objectives and achieve full potential including performing to their maximum capability.
• Provided coaching, advice and guidance to the team, maintaining high levels of integrity, motivation and morale.
• Monitored change to project scope through accepted change management processes and documentation.
• Evaluated detailed project status reports and presents key highlights and related implications for business partners & executives.
• Led resource and capacity management process for assigned project(s) to ensure project(s) are managed to meet deliverables and timelines and develops employees to ensure sustainable delivery capability.
• Effectively oversees resources and external contractors / consultants in coordination of competing priorities. Ensure the project (s) spending approval policy is followed and closes the project(s) spending accounts upon closure.

Confidential

Sr. Project / Program Manager

Responsibilities:

• Accountable for overall delivery of projects/programs, with the specified level of quality for the project sponsor, on time and within budget and scope ( PLM PDMlink - Java projects)
• Created and implemented governance standards for the deployment pipeline to allow for reliable, continuous delivery
• Preparation of Business case, SOW, Proposal, Plan, Execution methodologies, Quality aspects, Resource Management and Risk management plan based on project requirements and duration received from Client ( based on contracts).
• Demonstrated awareness of all program dependencies and risks, ensuring that they are effectively managed due to the potential impacts on other aspects of the program/project and overall program. Proactively identifies and tracks risk and leads risk reviews with management to manage and track project risks and develop mitigation strategies.
• Planned and managed multiple program/project schedules with teams, departments, vendors, and business contacts.
• Managed the planning and oversee execution of the technical environments, process readiness, user setup, configuration dependency, backups, training and organizational change activities.
• Timely and efficient deployment of business solutions with adherence to GIS Div SDLC and PMO standards.
• Ensure resource capacity planning is managed for programs and activities which are on critical path.
• Leveraged interpersonal and communication skills to develop and manage project teams across multiple sites/locations.
• Performed Quality and Configuration Audits and ensured all Observations and Non-Conformances found were acted upon by the team.
• Managed Change Record, Change Order and enhancement requirements.
• Managed the rotation of team members and maintained all deliverables and metrics for quality assurance.
• Performed Skill Assessment & planning the trainings for the team and managing job rotations.
• Provided personal and group leadership and identifying, proposing and defining new approaches and solutions for the group.
• P/L account management and documenting metric reports and preparing presentations for management team.
• Continuously uncover and capitalize on opportunities to improve systems and processes, creating efficient standards, processes, and procedures.
• Optimize project performance by serving as valuable resource and mentor to project teams.