Project Manager Customer Service

jAMUNA RAMAKRISHNA

**** ***** ***** ( Woodbridge, NJ 07095 586-***-**** ( *******@*****.***

Advisory Project Manager

Versatile and self-motivated professional with a management skill set

developed through 12 years of experience performing different roles like

program manager, project manager, people manager and project lead in both

software projects and strategic initiatives.

Excel in managing programs / projects, interacting with multiple

departments, interacting with multi geo teams, managing people / team and,

communication with various groups - vendors, clients, senior management,

peers and teams, process improvements to increase efficiency.

Experience in Retail and Utility industries and have knowledge in

Healthcare and Manufacturing domain knowledge

Project Management Institute (PMI) Certified project manager (2005 to 2008)

Key Skills

Program Management People Management Informatica

Client Interaction Metrics analysis & Mainframe: MVS, COBOL,

People Development & reporting DB2, IMS, CICS, JCL,

Training CoolGen REXX

Project Management Business Objects

Experience

IBM Global Services Ltd, Bangalore, India 2004 to 2008

Technical Resource Program Manager, Sept 2007 to Aug 2008

. Manage financials for career and skill development activities for

Technical Talent pool of about 90 employees (within the department)

. Ensure opportunity and platform for showcasing technical talent pool

in various internal and external forums

. Oversee performance expectations and feedback cycle for the technical

talent pool

. Identify new technical talents

Community & Competency Development Lead, Mar 2006 to Oct 2006

. Lead all Employee Relations and People Management initiatives

ensuring that all the 3000+ Mainframe & AS/400 practitioners benefit from

the organization practices / initiatives

. Lead all Skills development initiatives ensuring that the team

provides the right skill development opportunities / avenues to the

practitioners

. Managed the Shared Delivery Organization of Mainframe DB2 DBA

resources

. Lead an organization initiative in recruiting under graduates to IBM

and offering a complete skill and educational development package

Healthcare and Life Sciences Sector Manager, Apr 2005 to Feb 2006

. Liaison with the Healthcare and Life sciences accounts to gather

demand requirements for Mainframe & AS/400 technical area

. Support growth opportunity with existing / new IBM clients

. Setting process in place to ensure that all IBM People Management

process / initiatives reach all Mainframe and AS/400 practitioners in

this sector

. Lead an organization initiative in recruiting under graduates to IBM

and offering a complete skill and educational development package

Mainframe & AS/400 Capacity Planning Lead, Aug 2004 to Mar 2005

. Liaison with the Work Force Management and HR teams on resource

demand requirements, supply pipeline build up, strategic resourcing

initiatives

. Reviewing and approving all Mainframe & AS/400 recruitments

. Introducing process to ensure smooth demand supply management for

Mainframe and AS/400 practitioners across all sectors - covering the

complete demand supply life cycle

. Introduced interview standards - both at technical and project

manager level

. Setting up database to track the process and document the same

. As an organization initiative, co-pioneered and designed a new

resource recruitment strategy to tap into the under graduate talent pool

Mainframe & AS/400 Service Area Project Manager, Jan 2004 to May 2004

. Assisted with organizing recruitment discussions

. Assisted with customer visits and presenting IBM's Mainframe practice

. Worked on adhoc requirement like project data collation, Mainframe

practice presentations etc.

Wipro Technologies 1995 to 2004

Project Manager, Customer Service Systems Release, Pacific Power, India,

Apr 03 - Jan 04

. Involved in planning, tracking, monitoring and reviewing release work

on the Customer Service Systems application

. Implemented some process improvements in the areas of estimation and

planning tool usage

. Worked in a Six Sigma project as a Green Belt and trained in DMAIC

methodology

Functional Consultant, Work Asset Management, Pacific Power, India, Nov 02

- Apr 03

. Technical and functional consultant for the Work Management system

. Responsible for interface analysis for Work Management related

project called Single Person Scheduling and adhoc system testing

Tech Lead, Graphical Asset Management Systems (GAMS), Pacific Power, USA,

May 02 - Nov 02

. Responsible to prepare the Technical part of the Request For Proposal

(RFP) that was sent out to different vendors

. Coordinated different technical groups to understand new tool

acceptability and maintainability by these groups

Onsite Coordinator, Work Asset Management, Pacific Power, USA, Jul 00 - May

02

. Coordinating, scoping, planning, monitoring and implementing offshore

work with the clients for Work Management project

. Worked as a consultant and analyst for few other projects like DSIP,

CSS, Discovery etc.

IEF Developer, Work Asset Management, Pacific Power, India, Jan 00 - Jul 00

. Development and maintenance including program analysis, coding, test

plans, test cases, unit testing

. Maintaining quality records and conducted Cool Gen and functionality

training for new members

Module Lead, Dragon - Global Sourcing Data Warehouse, GE Medical Systems,

India / USA, Nov 98 - Dec 99

. Facilitated smooth communication between Asian, European and American

teams

. Coordinated the Offshore / Onsite team activities

. Work assignment, scheduling, estimating, planning, tracking and

reporting of status and assignments to the offshore team

. Ensuring business process documentation and requirement studies

. Providing solutions for data conversion problems

Mainframe Consultant, Global Sourcing Data Warehouse Prework, GE Medical

Systems, India / USA, Apr 98 - Nov 98

. Responsible for the data gap analysis and documenting the details of

all systems on the GE Medical Systems mainframes for easy access

. Aiding the other projects in Wipro GE Medical Systems when mainframe

analysis was required

IMS Developer, Intuitive Service Contract Resolution Module, GE Medical

Systems, India, Dec 97 - Apr 98

Development, Review and testing of new IMS modules

IEF Developer, Global Services Part Logistics 3 Interfaces, GE Medical

Systems, India, Jun 97 - Dec 97

Development, Review and testing of new IEF modules

IEF Developer, New Product Introduction, GE Medical Systems, India, Aug 95

- Jun 97

. Servicing Maintenance Requests, Enhancements to existing batch and

online programs, and development of subsystems like AARS, GCS and Cost

. Worked on the sub systems GRIP and DI

. Model management activities for IEF on the mainframe

. Conducted IEF and DB2 training for new members in GEMS

. Received Night -On-Town Award from the client and Difference In

Action Award from Wipro Technologies

Education

BITS, Pilani, India 2001

M S in Software Engineering

Bangalore University, Bangalore, India 1995

B Sc in Computer Science

Contact this candidate