SUMMARY:

• Information Technology Process Consultant with 12+ years of Experience on International Consulting assignments of Project & Process Management
• Extensive experience in implementing end to end ITIL V3 framework for Major Confidential Clients.
• Hands on Experience in design and implementation of Lean Six Sigma Program that Includes Launching workshops and Executive presentations.
• Created Quality Circle and heading the process improvement team in previous organization. Implemented more than 14 Six Sigma projects and 4 LEAN projects and played the role of Black Belt for more than 10 projects.
• Expert in conducting Process diagnosis study and conducting Value Stream Mapping (VSM) in testing and Production Support projects and suggested process improvements.
• Ability to interact with the Executive Management to demonstrate the process improvement opportunities and played the role of process improvement lead in most of the assignments worked on.
• Implemented LEAN Tools like Operational Process Efficiency (OPE), Capacity planning and productivity analysis, Value Stream Mapping (VSM), visual Factory, Time Study and Standard Operating Procedure (SOP) in both manufacturing and IT Industries.
• Experienced consultant in defining and implementing processes for projects, which follow waterfall lifecycle model, Maintenance lifecycle models and Iterative/ Agile lifecycle model processes
• Experienced Change Advisory Board (CAB) member and responsible to analyze the proposed changes and approve before it reaches CAB committee for approval.
• Performed Process Gap Assessment on “Project Plan Usage” and “Requirement Implementation through Traceability Matrix” (RTM) and suggested process improvements.
• Conducted Project Management Office (PMO) and facilitated the Project Managers and Project Leads on PM tools (MPP, Risk/Issue Management) and Root - Cause Analysis (RCA) techniques like Cause and Effect Analysis and “5-Why” Analysis.
• Facilitated the Manufacturing and IT sectors to implement the quality management system (QMS) requirements as per ISO 9001:2008 & TS16949.
• Ability to support Executive Management with the data analysis and metrics report sourced from different data source /different tools.
• Facilitated around 200 hours of class room training on Quality ITIL V3, ISO 9000:2000, Statistical Project Control covering 500 associates
• Facilitated vendors in Manufacturing and IT Sectors in implementing TS 16949 and performed periodic Vendor Evaluation

TECHNICAL SKILLS:

Frameworks: Six Sigma, ITIL V3, ISO 9001:2008 and TS 16949

Methodologies: Deming Cycle (PDCA), and Waterfall.

Productivity Tools: MS Excel, MS PowerPoint, and MS Project Plan (MPP)

Process Tools: Minitab and MS Visio.

Service Management Tools: HP Quality Center, HP Service Manager, Jira, Remedy 7.0, Cognos, Activity Tracker and Work Flow Management ToolOther Tools: Sales Foce.Com (SFDC)

PROFESSIONAL EXPERIENCE:

Confidential, MaryLand, MD

Release Consultant

Contribution:

• Played a vital role in defining and implementing the Process workflows and Standard Operating Procedure (SOP) for the Release and Deployment Management with reference to ITIL Framework.
• Facilitated Release analysis and Release planning review (RPR) meetings and maintain the release records.
• Played active role in Change Advisory Board (CAB) and responsible to review the CR’s before it is being discussed in the CAB meeting.
• Facilitated and Led in the Release Go/No Go Meeting with various stakeholders to check the release readiness.
• Identify Release impacted applications and discuss with the stakeholders to ensure that the End to End Regression test carried out on all the affected Applications.
• Responsible to collect release mandate, prepare Annual Release Calendar and ensure all stake holder participation and approvals.
• Lead and Facilitated Project Managers (PM) forum to update the PM’s on the release status and any updates from the Release Management.
• Facilitate the Cross functional Managers in performing Risk and Issues management throughout the release life cycle and track the actions to closure.
• Facilitated Weekly/Monthly stakeholder Release Planning status meeting and Publish the Release Status Report.
• Periodically conducted the process compliance and Release Compliance audit and identified process improvements.

Process Consultant

Contribution:

• Successfully implemented the HP Quality Center (ALM) 12.5 for the end to end Testing lifecycle of the QMO organization and rolled out the action plan to improve the compliance.
• Played Key role in migrating the Jira Tool data to HPALM and trained the entire testing organization.
• Facilitated Testing Managers in sprint planning and release planning to enable proper resource planning and capacity planning.
• Facilitated the daily stand-ups and weekly status reporting along with the clients and played key role in identifying and facilitating the issues and risk related to the project and program.
• Conducted Defect Triage Meetings to ensure the High Severity/Priority defects are acted upon. Collected High Severity/Priority defect and worked with the Dev Ops and technology team to prioritize the defects and plan for the fix.
• Identified Key KPI’s required for the Maintenix QMO Organization and reported in weekly Planning Committee Meeting.
• Conducted Project Management Office (PMO) to train the Testing Managers and the Testing Leads on the on Risk and Issue Management.
• Facilitated the sprint retrospection and collected the lessons learnt and disseminating the knowledge across the organization.

Process Consultant

Contribution:

• Identified key metrics for the testing organization and reported portfolio wise weekly/monthly metrics to the Testing Managers.
• Reviewed test work prod including test plan, test cases & defect log to ensure traceability, completeness and consistency.
• Facilitated meetings like Requirement walkthrough, daily stand ups and Defect triage meetings and follow up on the closure of the action item.
• Coordinate with the Test Leads and Test Manager to ensure defect prioritization and timely closure of defects and report weekly defect status to Portfolio Managers.
• Perform monthly Process Audit and report the compliance and suggested Corrective action and Preventive Action.
• Facilitate and drive Sprint Retrospection along with the Product Owner and Scrum Master and record Lessons learnt from each sprint and disseminate across the portfolio.

Process Consultant

Contribution:

• Identified the process gaps in major Client Servicing Team (CST), developed and implemented process workflows, policies, procedures, RACI Charts and re-defined the metrics.
• Played a key role in Executive Steering committee and Change Advisory Board (CAB) member and be a part of decision making and process improvement suggestion.
• Played role of core team member in a process re-engineering project and was responsible for defining the AS IS process and recommending the TO BE process for one of the major client service team (CST). Also involved in base lining and re-defining the target for the KPI’s.
• Analysed Benefit Administration Request (BAR) contention process of a prescription benefit management (PBM) project and suggested the process improvement to reduce the BAR Error and suggested key KPI’s for the project/process tracking.
• Performed Root-Cause Analysis (RCA) on the production correction and service warranties for various CST’s using statistical tool like “5 Whys Analysis” and “Pareto Analysis” to help improve the project delivery.
• Conducted Project Management Office (PMO) across various accounts and trained the project managers on Root-cause analysis (RCA), Risk and Issue Management.
• Responsible to generate CST level weekly and monthly Metrics Dashboard and present at the Executive Leadership Meeting.

Process Consultant

Contribution:

• Established CIO level metrics reporting deck and Executive dashboard Metrics deck for various initiatives within the Mass Mutual client.
• Performed monthly Project Governance and reported in the Executive deck. Analyzed the Non-conformances and suggested the process improvements.
• Carried out gap assessment on the usage of the Microsoft Project Plan (MPP) in the projects and recommended improvements which was very well received by the Management team and fixed the gaps.
• Performed Cost of Quality (CoQ) analysis for major accounts and suggested the process improvements.
• Effectively monitoring and tracking Program wise project metrics through the tools like MPP, online dashboards and excel templates.
• Played the role of CAB Member representing the Quality/Process team and suggesting the process improvement by analysing the change trends.
• Implemented macros in metrics template and reduced the Turn Around Time (TAT) of metrics deck from 3 weeks to 2 weeks.
• Train the project managers in Risk Management, Issue Management, Root-Cause Analysis (RCA) and Usage of Microsoft Project Plan (MPP).

Process Consultant

Contribution:

• Closely worked with client to understand the business requirement and created the Service Management process for Incident and Problem management area as per the ITIL framework.
• Implemented LEAN Six Sigma to reduce Mean Time To Resolve (MTTR) from 30 days to 11. OPE, Productivity Analysis, Capacity Management and Organizational Role Analysis are some of the key LEAN tools used.
• Conducted Value Stream Mapping (VSM) across the testing organization and suggested the potential improvement opportunities.
• Reviewed testing work products including Test Plan, Test Cases & Defect log to ensure traceability, completeness and consistency.
• Drive and Facilitate Defect Triage meetings to ensure closure of defects prior to release to avoid business disruption.
• Collected testing and defect related metrics to measure quality effectiveness and efficiency of test organization.
• Facilitated the daily stand-ups and weekly status reporting along with the Product Owner and Agile Coach and helped the team to overcome the issues/impediments.
• Played key role in sprint planning and release planning to enable proper resource planning and capacity planning based on the stories.
• Facilitated Sprint Retrospection with all the stakeholders and facilitate the team to collect the lessons learnt and disseminated the knowledge across the organization.

Process Consultant

Contribution:

• Worked closely with the client teams to define Service Catalogue and Service Definitions. Developed and implemented end to end production support quality management process workflows with reference to ITIL Framework
• Closely worked with MetLife team to provide technical assistance with the enhancements to Quality Centre.
• Closely worked with the client in creating the Business Requirement document for migrating from QC to Remedy 7.0 and metrics enhancement. Ensure that the business requirements are converted into executable deliverables and track the BR’s to closure.
• Identified key KPI’s, developed and rolled-out metrics reporting and root-cause analysis. Key objective is to enable ‘data based operation’ and enable ‘fact based’ decision making
• Tracked, managed, and reported on all problems arising with the Services until resolved
• Developed, implemented and maintained a problem tracking system that is integrated with incident management.
• Performed root cause analysis for major and repetitive incidents, identify preventative measures, and implement fixes in accordance with Change Management to prevent reoccurrence of those problems related to the Services
• Expert in creating end to end Service Management metrics reports from various sources like HPQC, Activity Tracker, Remedy 7.0 and Cognos Tool.
• Partnered with team’s on known errors analysis, Requests For Changes (RFC) and Root Cause Analysis (RCA)
• Implemented LEAN tools like OPE, Capacity Planning and Productivity Analysis to improve the incident resolution rate from 74% to 86%.
• Responsible to generate operational metrics like billing breakup, utilization report, financial reports, shift roster, time sheet compliance, report inventory, and maintaining and tracking resources.

Senior Quality Assurance Engineer

Contribution:

• Implemented the quality management systems like ISO 9001:2008, TS 16949 and ISO 27001:2005 within the projects/business units.
• Effectively implemented process tools like Process Validation, FMEA, and Process Quality Index (PQI) Audit across the organization.
• Plan and carry out Internal Audits & Maturity Checks and report non-compliances to the Senior Management. Facilitate the Project Managers in taking the appropriate corrective action on the Non-Compliances.
• Represented client in carrying out system audit for a Telecom project on a periodic basis, shared the compliance with the client and implemented corrective action to improve compliance score from 76% to 94%.
• Ensure periodic customer feedback surveys conducted, analyze, identify Corrective Actions and Preventive Actions and ensure effective implementation.
• Responsible to analyze the customer complaints, implement proper corrective action (CA) and track the effective of the implementation.
• Actively driving Operational Excellence (OPEX) Program in the organization with the help of the Quality Circle formed across the Business Units. Implemented 18 process improvement projects across organization using LEAN Six Sigma.
• Responsible to analyze the Cost of Quality (CoQ) of individual projects and suggested Top Management the possible process improvement opportunities and lead the process improvements using LEAN Six Sigma.
• Facilitated the Project Leads to apply Statistical Process Control (SPC) techniques to conduct Causal Analysis on the measures thus facilitating to implement Defect Prevention (L5 PA) and CAPA.
• Trained more than 150 batches covering 500+ associates at all the levels from Engineers to Senior Managers on Quality Management System (QMS) principles, Deming (PDCA) Cycle and on the Root-Cause Analysis Process.
• Trained the Project Managers (PM) and Project Leads (PL) on Project Management, Risk/Issue Management and RCA Tools & Technique.
• Representing the vertical heads in Management Review Meetings at Organizational level and present the organizational performance on quality and the improvements to the CEO.
• Support on CMMI Level 4 & 5 Implementation, and other ISO Accreditations like ISO 9001-2008 and ISMS.
• Leading and mentoring the Quality Team of 7 QA Engineers and Process Engineers.

Quality Engineer

Contribution:

• Ensure the Effective Implementation Quality Management System (QMS) as per ISO 9001:2008.
• Planning and conducting monthly Internal Quality Audit (IQA), analyze the Non-Conformance and execute the action plan to improve the QMS Compliance.
• Developing the new process as per the client requirements, validating with the pilot run and getting approval from client and making the project team to follow.
• Measurement and Analysis of Key performance indicators like Quality of deliverables, OTD, First Time Right (FTR), Non-Conformities, Risk and Issues.
• Analyze the CoPQ (Cost of Poor Quality) of various projects and suggest the process improvements to the Top Management.
• Analyzing Customer Quality Issues and suggesting Continuous Improvement Projects to the Senior Management.
• Represented the Vertical in the Quality Review Meeting (QRM) and presented monthly quality performance of the vertical.
• Trained the Project Managers (PM’s) and the Project Leads (PL’s) in performing the Root-Cause Analysis (RCA) using “Cause and Effect” analysis and “5-Why” Analysis.

Quality Assurance Engineer

Contribution:

• Responsible to implement Quality Management Systems like ISO 9001:2008 and TS 16949 for one of the Major Damper Manufacturer.
• Planning and conducting internal quality audit (IQA), reporting Top Management on a periodic basis and take corrective and preventive actions to improve the compliance of the QMS.
• Worked as Assistant Management Representative, conducted monthly Management Review Meetings (MRM), reported the opportunities for improvement and implemented the same.
• Created Quality Circle among employee for the shop floor Quality analysis and taken improvement projects.
• Performed Root-Cause Analysis (RCA) on the Customer Complaints using G8D approach and Problem Solution Action Report (PSAR).
• Responsible for implementing the Corrective and Preventive Action (CAPA) Plans and driving the process improvement activities across the organization.
• Responsible to conduct Process Capability Analysis, prepare Advanced Product Quality Planning (APQP) for the new product developments and presented the study to clients for approval.
• Responsible to perform Vendor/Suppliers Management Process like suppliers selection, suppliers evaluation and suppliers improvement audits, etc.,
• Implemented a process improvement project “Achieving 100-PPM Using Six Sigma DMAIC Methodology” to reduce the machining non-conformities.