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Customer Service Project

Location:
Monroe, NY, 10950
Posted:
March 09, 2010

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Resume:

RAM BURELA

** **** ****, ******, ** *****

PHONE: 845-***-****

EMAIL: abngwj@r.postjobfree.com

Summary

An accomplished Project/Technical Manager with PMP credentials and complete life cycle experience that blends all forms of

business, operations and information technology architecture and disciplines. Strong technical and business qualifications

with an impressive track record of more than 15 years of hands-on experience in Project Management, Change

Management, Application Development, Strategic Planning and System Engineering strategies. Proven ability to analyze an

organization's critical business requirements, identify deficiencies and potential opportunities, and develop innovative and

cost-effective solutions for enhancing competitiveness, increasing revenues, and improving customer service offerings. An

individual, who successfully manages tight budgets and deadlines, forges strong relationships using persuasion and

motivational skills and brings system integration and resource management experience to deliver robust and high visibility

solutions.

Major Accomplishments

STRYKER, INC

• Successfully managed the enterprise level upgrades of Oracle database from 9i to 10g and CU2, resulting in huge performance and

process efficiencies.

• Successfully oversaw the Custom Implants Database system resulting in savings of over half-million dollars to the organization.

• Spearheaded the successful implementation of a SDLC framework. Managed the IT Project Portfolio.

COACH, INC

• Spearheaded the successful implementation of vendor portal system contributing to annual savings of over million dollars.

• Played crucial roles in the initiation, ROI and vendor selection processes for the COACH.COM e-commerce site.

• Successfully negotiated contracts with IT vendors and managed off-shored teams in Canada and China.

• Initiated and implemented a web-based change management system for monitoring and controlling.

• Initiated and implemented several intelligent web-based reporting applications using crystal reports.

• Initiated and implemented several web based solutions for internal clients, contributing to overall productivity and savings to the

organization.

PROFESSIONAL EXPERIENCE

STRYKER, INC - Mahwah, New Jersey – Stryker is a leading provider and manufacturer of medical devices and equipment in areas of

Orthopeadics, Spine and Trauma. Stryker manufactures artificial Knees, Hips, Shoulder, Spine and Trauma related implants.

Project Manager (2007 – September 2009): Successfully managed project initiatives including SOW, Scope, Planning,

Budgeting, Executing, Monitoring and Closure of projects in Distributed, Web and Oracle Systems aligned to an SDLC model and

framework. Managed projects schedules, change management and resources aligned to each project while working with business

stake holders and subject matter experts (SME). Managed a portfolio of projects and created KPIs on each project inducing better

monitoring and control of projects. Introduced successful project management processes to solidify the SDLC framework and

contributed heavily to change management

• Successfully managed the Oracle database upgrade from 9i to 10g environment. Managed resources both on the infrastructure

and application development teams to facilitate, plan and coordinate the upgrade activities. Managed Quality and Change

Management teams to insure scope and risks are managed effectively. Efficiently managed costs and time to keep the project on

track and as planned. Recognized with awards for seamless implementation and fiscal management.

• Spearheaded the SDLC methodology and framework implementation for the whole IT organization. Defined the SDLC framework

and guidelines and oversaw the implementation of these guidelines. Provided training sessions on project management basics to

facilitate fundamentals of project management and promote awareness within the IT staff on the need for strong project

management principles and framework.

• Spearheaded the development of a web-based Custom Products Database System for the Custom Products Engineering team.

Successfully managed stake-holders and end-users in gathering business requirements, scope and execution. Led 5 IT

resources to develop this Java based system. Managed tight budgets and timeline to successfully deliver the product on time.

COACH, INC - New York, NY – Coach is a leading American designer and maker of luxury lifestyle handbags and accessories with 400

retail and factory leased stores in North America and about 155 Coach-operated department store shop-in-shops, retail stores, and factory

stores in Japan, Hong Kong, Macau, and Mainland China. Coach sells its products through company-operated stores; the Internet; and the

Coach catalog, as well as through wholesale department stores, specialty stores, international department stores, and freestanding store

locations. The company was founded in 1941 and is headquartered in New York, NY.

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Sr. Project/Application Manager (1999 – 2007)

Led project and development efforts including managing team of 6 developers and an off-shore development team in China. Directed

Project initiatives, scope, budgeting, requirements analysis, planning, architecture, application design and development, testing and

deployment with focus on ways to create flexible and re-usable resources, and to build robust and business responsive solutions.

Independently supervised project life cycles while accurately reporting statuses to the senior management. Successfully managed

budgets of over 500K and executed performance reviews of my direct reports. Demonstrated superior communication and

management skills in managing Project sponsors, stake-holders, end-users and the development team. Crafted efficient risk

management plans and mitigated risks to insure seamless project implementations.

• Spearheaded, designed and led the development of a web-based vendor portal in .NET & XML to publish product

management data to vendors in China, resulting in annual savings of over $1,000,000 in maintenance costs.

Successfully managed development teams both on-site and off-shore (China) to deliver an efficient web-based

mechanism for product design content. Efficiently managed budgets, developers, vendors, SMEs, stakeholders and

delivered the product on time and within budget.

• Led the development and customization of Coach’s product lifecycle management. Successfully managed the Development Pool,

Sponsors, various Stakeholders and Subject Matter Experts. Partnered with subject matter experts to obtain business

requirements on performance and interfaces to several business units in Asia and Europe. Successfully partnered with system

admin teams to manage data migration, integration and reporting requirements.

• Managed the development, testing and documentation activities of SD module for SAP upgrade to 4.6c (from 4.5b). Successfully

partnered with managers of MM and PP modules for cross-functional development activities and issues and resource

management. Worked with the project management office in planning and execution of the upgrade. Worked with SMEs and the

development pool to insure project deliverables and timeline are met with minimal disruption to the business.

• Accomplished significant cost savings by initiating the creation of intranet-based employee order and time & attendance systems.

Led system design and development efforts to integrate the Time and Attendance system with the Payroll system and the

Employee Order system with the Order-Fulfillment system.

• Led architecture and design and development efforts in creating a complete back-end batch-process for Coach’s order

management and customer service system ECOMETRY.

• Led design and development efforts in building an Intranet based reporting system for Coach’s product development group. The

system was developed using ASP as the medium to deliver the content while Crystal 8.5 was used to build customized report

templates.

PARAGON COMPUTER PROF. INC – Cranford, New Jersey. – Paragon is a leading IT consulting and solutions providers to many

fortune-500 companies. Paragon has offices across the US and in India.

Sr. Consultant (1995 – 1999)

Led application development efforts at Nynex, Boston and Bell Atlantic, Pearl River, NY. Worked with Project Managers and

SMEs to obtain business requirements and delivered robust solutions. Received accolades for consistent and extraordinary

customer service.

• Led development, enhancement and maintenance efforts of the legacy (IMB Mainframe) Carrier Access Billing System

(CABS). Developed several EDI interfaces for BA’s business partners. Supervised development work of other consultants

and ensured proper code review and migration processes are followed. Worked closely with other developers and user

community to enhance overall efficiency of deliverables.

• Responsible for development and maintenance of legacy (IBM Mainframe) based customer service and support system. The

system, written in COBOL with CICS and DB2, needed periodical enhancements and maintenance with active production

support. Worked closely with business analysts/partners to ensure robust development and efficient deployment.

EDUCATION

• Bachelors Degree in Economics & Statistics, Andhra University, Waltair, India

• Graduate Diploma in Computer Programming, Datapro Info Technologies, Bombay, India

• Certificate of training in XML and .NET, Global Knowledge, Inc, USA.

• Training in ABAP, SAP America

• Certifications – Project Management Professional (PMP)

TECHNICAL SKILLS

• Programming Languages: C#, ASP, ASP.NET, XML, Java, VB, C, C++, VBScript, SQL, JavaScript, HTML, COBOL, ABAP

• ERP Systems: Oracle Business Suite 11.5.10.2 and SAP R/3 5.6b (SD / MM)

• Software: Visual Studio .NET, Toad, MS Project, MS Visio, CICS, IBM DB2

• Operating Systems: Windows 2003/2000, Windows XP/NT/98/95, UNIX, MVS, DOS, AS/400

• Network: LAN, WAN, Internet/Intranet, VPN, TCP/IP, SNA

• Hardware: Intel Servers, IMB Mainframes, AS/400, HP Servers, Personal Computers

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• Project Management Methodologies: Agile, Waterfall, SDLC, CMM

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