Project Manager Management
Resume:
Bhagyashree .V. Kulkarni, PMP ,ITIL V*
********.***@*****.*** 248-***-**** 5389B, Drumcally lane, Dublin, OH
43017
IT Incident Manager
Incident Management Change Management Project Management Problem
Management
Ambitious and optimistic project manager with 12+ years of experience
affecting business growth and profitability with proven abilities in
managing projects and incidents, improving efficiency of operations and
team building. Successfully detailed various projects and determined
effective functions for operations stability and expansion. Able to
identify areas of strengths and weakness in operational areas and implement
processes, changes in operation, and systems that optimize productivity
.Demonstrated ability to motivate staff to maximum productivity and control
costs through the most effective use of available resources.
> Accomplished 70% reduction in incident backlog over a 4 month period in
GM account
> Accomplished 53% reduction in monthly incident volume over a 4 month
period in GM account.
> Accomplished 82% reduction in monthly defect volume over a period of 3
months in nationwide account.
> Extensive experience in establishing and delivering projects using the
Global delivery model
> Worked in various leadership roles such as Incident Manager, Sustain
project manager, Project Lead,SME,Supervisory Engineer, Team lead, Test
Lead on projects $20+M/year in IBM
> Extensive experience in web based application testing (Manual).
> Accomplished process improvements in Incident / Problem/Defect Management
as well as cost savings to customer.
> Trained 100+ teams including Business, Requirements Analyst,
Tester's,Developers, Manager's on Incident/ Defect Management processes.
CORE COMPETENCIES
Incident Management ? Change Management ? Problem Management?
SDLC ? ITIL Project
Management ? Process Implementation ? SDP 21 ? Stakeholder Communication
? C++/VC++ Disaster Recovery? Problem Management ? Preventative Measures?
Enhancements ? Release Management
PROFESSIONAL EXPERIENCE
IBM GLOBALSERVICES, Client - Nation Wide Insurance
Defect Manager/ Incident Manager: Nationwide Better Health
Jan 2010 - current.
. Ensure defects are resolved within contracted Service Level Targets.
. Follow Problem Management process in order to manage in-depth
investigations (root cause analysis) and to minimize or prevent future
breaks in service Reporting status of production incidents to customer
by determining permanent resolution to the problem.
. Manage and Drive towards operations stability, process improvements,
response times, preventative measures, and SLAs
. Ensure all defects are captured in Quality centre, tested and promoted
using change management process.
. Ensure ITIL processes and IBM ODC Methodology for defect tracking is
followed.
. Create Score card reports using Business Objects, presentations,
reports for nationwide management.
. Work towards Process Improvements in Incident / Defect Management and
cost savings to customer.
. Conduct detailed analyses of data gathered via the Quality Centre tool
in order to identify underlying issues and develop effective responses
aimed at improving or eliminating such issues.
. Train team including Business Analyst/ Requirement Analyst/ Tester's /
Developers on ITIL process as well as defect guidelines.
. Create Road Maps, Critical paths, Mile stones in order to accomplish
the goal targeted.
. Create monthly defect trend Analysis, Defect spoilage Metrics, DRE
analysis, weekly dash board in order to present the progress.
Incident Manager/ Problem Manager: P &C Testing.
May 2009 - Dec 2010
. Ensured incidents are resolved within contracted Service Level
Targets.
. Followed Problem Management process in order to manage in-depth
investigations (root cause analysis) and to minimize or prevent future
breaks in service Reporting status of production incidents to customer
by determining permanent resolution to the problem.
. Managed and Drive towards operations stability, process improvements,
response times, preventative measures, and SLAs
. Ensured all defects are captured in Quality centre, tested and
promoted using change management process.
. Ensured ITIL processes and IBM ODC Methodology for defect tracking is
followed.
. Created Score card reports using Business Objects, presentations,
reports for nationwide management.
. Work towards Process Improvements in Incident / Defect Management and
cost savings to customer.
. Conducted detailed analyses of data gathered via the Service
Management process in order to identify underlying issues and develop
effective responses aimed at improving or eliminating such issues.
. Co-ordinated a rapid and effective cross-sectional response to major
incidents including escalation, follow-through, dissemination of
workarounds, or resolution advice and closure
. Followed the ITIL process to manage Incident, Problems and handle
change and release management.
. Coordinated Change Mgmt functions across different projects, that
could affect different environment/ projects
. Facilitated and tracked all changes for P&C using web control tools.
. Tracked incidents requiring father investigation and RCA, for
permanent resolution using Problem Management process
Environnent: java, mainframe, db2, IMS
Tools: Mercury Quality Centre, HP Service Centre (Peregrine),
Rational, Business Objects.
IBM GLOBALSERVICES, Client - General Motors
Incident & Change Manager / Project Manager: Global Authoring System
Sept 2008 - May 2009
. Ensured incidents are resolved within contracted Service Level Targets
. Followed Problem Management process in order to manage in-depth
investigations (root cause analysis) and to minimize or prevent
future breaks in service Reporting status of production incidents to
customer by determining permanent resolution to the problem,
. Managing Minor enhancements required on project.
. Reported status of sustain activities to business customer and IBM
management
. Performed project management duties for sustain minor releases
. Coordinated activities and resolving issues between vendors,
business owners, and end users
- Optimized and managing the performance of the sustain team to
provide optimal value to the business
. Managed to Drive towards operations stability, process
improvements, response times, preventative measures, and SLAs
. Coordinated transition to sustain for all new process and releases
Ensured strong, clear, and effective communication across all
sustain stakeholders
. Used Automation tools for testing.
. Ensured all defects are captured, tested, and promoted using change
management process.
. Ensured ITIL and SDP21 process are followed.
. Ensured Customer Service processes are followed.
. Supported Entitlement System capability.
. Involved in Full lifecycle testing - Integration testing, System
testing, Regression testing, performance testing, defect tracking and
reporting, RCA, problem management.
. Managed successful creation and execution of test plans for
Functional, System, Integration, and Performance testing as needed.
. Created /maintained test plans, test strategy, test cases, test
requirements, automated test scripts.
. Co-ordinated a rapid and effective cross-sectional response to major
incidents including escalation, follow-through, dissemination of
workarounds, or resolution advice and closure
. Followed the ITIL processes to manage Incident, Problems and handle
change and release management.
. Tracked incidents requiring further investigation and RCA, for
permanent resolution using Problem Management process
. Coordinate Change Mgmt functions across different projects, that could
affect different environment/ projects
. Attend weekly Global Change Access Board meetings to get changes
approved as a IBM representative
Environ ment: Java. Pro C, Oracle, UNIX.
Tools: Rational Functional Tester, BMC Remedy, Visio, Microsoft Project,
Clear Quest, Clear Case, Rational Portfolio Manager
Project Manager: SAP Hard ware infrastructure Upgrade, Global Warranty
Management 2007 - June 2008
. Managed SAP Infrastructure upgrade project for GM, which involved
Managing Scope, Time, Resource, Work Products, multi vendor's
communication. Followed SDP21 methodology.
. Ensured that there is strong, clear, and effective communication
across all sustain stakeholders
. Coordinated activities and resolved issues between vendors, business
owners, and end users
. Reported status of Project activities to business customer and IBM
management
. Generated Pareto Analysis, Preventative Measures, Project Log, Mile
stone charts, Critical Path, Risk Management, Communication
management, Action Items, ECM/ CAB, Lessons learnt documents required
on Project.
. Managed successful creation and execution of test plans, test strategy,test requirement, automated test scripts for Functional, System,
Integration, and Performance testing as needed.
Incident Manager/Project Manager: Global Warranty Management
2006 - Sept 2008
. Ensured incidents are resolved within contracted Service Level Targets
. Followed Problem Management process in order to manage in-depth
investigations (root cause analysis) and to minimize or prevent
future breaks in service Reporting status of production incidents to
customer by determining permanent resolution to the problem,
. Managed Minor enhancements required on project.
. Reported status of sustain activities to business customer and IBM
management
. Communicated with business owners to set priorities of minor
functional and non-functional changes in the pipeline
. Gathered and validated business requirements for minor system
enhancements, defect correction, and non-functional upgrades and
patches
. Performed project management duties for sustain minor releases
. Coordinated activities and resolving issues between vendors,
business owners, and end users
- Optimized and managed the performance of the sustain team to
provide optimal value to the business
. Managed towards driving operations stability, process improvements,
response times, preventative measures, and SLAs
. Coordinated transition to sustain for all new process and releases
Ensured strong, clear, and effective communication across all
sustain stakeholders
. Created Pareto Analysis, Preventative Measures, Corrective Actions,
Project Log, Mile stone charts, Critical Path, Risk Management,
Communication management, Action Items, ECM/ CAB, Lessons learnt
documents required on Project.
. Ensured all defects are captured, tested, and promoted using change
management process.
. Ensured ITIL and SDP21 process are followed.
. Ensured Customer Service processes are followed.
. Co-ordinated a rapid and effective cross-sectional response to major
incidents including escalation, follow-through, dissemination of
workarounds, or resolution advice and closure
. Followed the ITIL process to manage Incident, Problems and handle
change and release management.
. Coordinate Change Mgmt functions across different projects, that could
affect different environment/ projects
. Attend weekly Global Change Access Board meetings to get changes
approved as a IBM representative
. Tracked incidents requiring further investigation and RCA, for
permanent resolution using Problem Management process
Environnent: java, SQL server, Oracle, SAP
Tools: Mercury, BMC Remedy, Visio, Microsoft Project, Clear case,
Ascendant, Rational Portfolio Manager
Disaster Recovery Project coordinator - Global Warranty Management
2006- Sept 2008
. Coordinating with Crisis and Emergency Response team in supporting the
operations.
. Developing and maintaining the disaster recovery plan document
. Documenting the steps in plan which are required to be executed
during disaster and disaster recovery testing
. Performing project management role in implementing disaster recovery's
infrastructure projects
. Working with vendors of disaster recovery services and facilities;
and recommend services for use during a disaster recovery situation
. Working with management to ensure that as new equipment, facilities,
services, and systems are installed that the disaster recovery issues
are addressed.
. Managed successful creation and execution of test plans, test strategy,test requirement, automated test scripts for Functional, System,
Integration, and Performance testing as needed.
Incident/ Project Manager: Global Purchasing System and Econtract's
system 2003 - 2006
. Enhanced and supported Global Purchasing application for General
Motors.
. Interacted with Business Analyst and users to develop requirements
. Trouble shooted the application for incidents and application support.
. Corrected defects in the existing workflows
. Developed Unit, System and Integration Test Cases
. Performed enhancements to the application using RSPs
. Reported on status of sustain activities to business customer and IBM
management
. Ensured incidents are resolved within contracted Service Level
Targets
. Created Pareto Analysis, Preventative Measures, Project Log, Mile
stone charts, Critical Path, Risk Management, Communication
management, Action Items, ECM/ CAB, Lessons learnt documents required
on Project.
. Managed successful creation and execution of test plans, test strategy,test requirement, automated test scripts for Functional, System,
Integration, and Performance testing as needed.
. Co-ordinated a rapid and effective cross-sectional response to major
incidents including escalation, follow-through, dissemination of
workarounds, or resolution advice and closure
. Followed the ITIL process to manage Incident, Problems and handle
change and release management.
. Coordinated Change Mgmt functions across different projects, that
could affect different environment/ projects
. Attended weekly Global Change Access Board meetings to get changes
approved as a IBM representative
. Tracked incidents requiring further investigation and RCA, for
permanent resolution using Problem Management process
AMTEL EXPORTS INDIA LIMITED
2000- 2003
Project lead: Parking &Revenue control, Asset tracking system, integrated
access, Visitor screening system.
. Designed and developed 4 + large scale security projects which
involved use of Barcode readers, barcode printers, RF ID tags,
magstripe reader, and camera interface. Etc.
. The project was designed for airports, hospitals, warehouses, college
campus, warehouse and many other applications. Prepared Project plan,
project scope, work break down structure,
. Performed system analysis and Design. Database Design, project scope.
. Designed GUI using MFC.
. Programmed System configuration and storage of setup data using
Serialization.
. Established database connectivity, data entry and maintenance using
DAO.
. Programmed for code to support multithreading and synchronization.
. Established communication protocol between panel and pc using RS 485
/RS 232,
. Designed and implemented various reports using Crystal Report.
Environment: VC++ (MFC, Socket, DLL, Active X), MS-ACCESS,
Crystal Report, C on Mainframe
STAR PRECISION ELECTRONICS INDIA LIMITED
1998 -2000
Team lead /Team member: Count and fabric Weight Tester, Yarn
Evenness Analyzer, Lea Multi Tester
. Designed and developed 3+ large scale projects for textile industry
which involved use of RS 232 communications for interface between PC
and balance.
. Developed the predict module, for knowledge based predictions of the
end property of final product (yarn) using measured properties of raw
material (cotton) and process parameters.
. Implemented report module including user's norm, statistical summary
along with exception of results.
. Designed database management module for retrieval, as per sample
formation & duration.
. Tested different modules for its functionality.
. Integrated relevant modules. and performed system test
Environment: VC++ (MFC, Socket, DLL, Active X), MS-ACCESS, Crystal
Report
ROYAL ELECTRONICS INDIA LIMITED
1997- 1998
Module Leader: Payroll system.
Designed, implemented and tested different modules and report using
PL/SQL and D2K as front end
CERTIFICATIONS
Certified Project Management Professional (PMP), Microsoft Certified
Professional for Visual C++, IBM certified Six Sigma White Belt, IBM Leader
Ship Readiness Lab Certified, C, C++, and Oracle .ITIL V3.
AWARDS
Accomplished the following awards during my tenure at IBM;
. Customer Appreciation for Year 2003
. Bravo Award from IBM for Year 2004
. First Prize from Auto North for Best Article Writing
. IBM India Customer Dedication Award for year 2006
. Bravo Award from IBM for Year 2006
. Bravo Award from IBM for year 2007- 2008 ( Managing the project in
time, within scope and budget with no quality issues)
. "I got Caught" Award from Nationwide -2009 - ( Appreciation for the
work on process improvement idea across Nationwide )
. 25+ Appreciate mails from customers.
EDUCATION
BE Industrial Electronics, Shivaji University, Kolhapur, India
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