Manager Management
Resume:
*********@*******.*** 847-***-****
Pam Chitkara (MBA, ITIL, PMP)
Greater Chicago Area (willing to travel or relocate if needed) SUMMARY
• Extensive experience in the IT industry in a variety of roles: Sr. Manager, Delivery Manager, Program Manager, Project Manager, Business Relationship Manager, Solutions Architect, Technical Project Manager, Developer etc. which includes over 10 years of experience working with validated systems.
• Highly experienced in deploying large-scale, global development solutions accompanied by organizational change and communication plans designed to continuously improve leadership culture, organizational performance, and business strategy achievement.
• Excellent and proven client and vendor management, team development, relationship building, persuasion and negotiation skills.
• Excellent interpersonal and strong communication skills, highly motivated, and has demonstrated strengths in teamwork and achieving client satisfaction at various levels of client organizations.
• Recognition for providing outstanding customer service and understanding and meeting business needs.
• Strategic thinker, outstanding leader and known for championing innovative ideas and solutions.
• Result-oriented, known to deliver and considered not only as an extremely high performing individual but also bringing the best out of a team using emotional intelligence.
• Well respected as a leader, a champion of change and a team player. EDUCATION
MBA and B.S. (Mathematics and Computer Science)
D.C.M. – Post Graduate Diploma in Computer Management. PMP Certified (in 2005)
ITIL Certified (Foundation and Practioner)
Trained on Service Strategy, Service Design and Service Transition. TECHINICAL SKILLS
ServiceNow, Remedy, SAP, GRC, SharePoint, Java, C++, C, ORACLE, SQL, MySQL, PERL, Cloud development, Shell Programming, JavaScript, HTML, Crystal Reports, MS Project, PowerPoint etc. Industry experience – Pharma, Biopharma, Logistics, Transportation, Banking, Financial Institution. EXPERIENCE
Jan 2015 – June 2017 Assoc Director/Sr. Manager (Service Management Office), AbbVie
• Responsible for creating roadmap, governance and strategy for ServiceNow at AbbVie. Assessed costs, TCO for proposed solution.
• End to End Accountability - Managing the infrastructure PMO and project delivery for ServiceNow development and global deployment. Managing the ITIL process owners, managing several project managers, architects. Managing issues/risks for projects, managing deliverables/timelines/budget, communication plan, policies/procedures etc. Tracked progress of all projects and deliverables.
• Building High-Performing Teams: Led the agile transformation vision and strategy by building a global team of over 30 employees and contractors. Fostering innovation and providing leadership and oversight.
• ServiceNow as the ERP for IT has been rolled out for incident management, Config and asset management, Knowledge, Problem, Change, Portal (using personas), Service Request and catalog management, SDLC, Demand to Release Management etc. Currently rolling out Discovery and using Orchestration to automate – server reboots, server builds, password resets etc. Implemented the GRC/Security and Vulnerability modules.
• Owned development, implementation, training and continuous improvement of all processes. *********@*******.*** 847-***-****
• Stakeholder Management & Driving for Results: Developed 2-year technology delivery strategy and advised the senior executive team on value-add. Defined KPI’s and CSFs and operational metrics.
• Oversight to create front end solution for identity access management (IAM - including recertification).
• Cultivating Business Partnerships: Instilled business trust and confidence by reducing major incidents by 25%.
• Managing global service desk activities and Managing contracts and liaison for different vendors (HP/Unisys/etc.). Aug 2010 – Jan 2015 Sr. Manager SAP Security, Change & Release Management, Compliance & Service Management, AbbVie/Abbott
• Managing the SAP Compliance and SAP Security Team for Enterprise Systems and responsible for all Audits for SAP and all CAPA’s for Enterprise Systems. Ensured compliance with all policies (including SOX) and ensured minimal and no repeat audit findings.
• Managed the SAP Change and Release Management team for the SAP program. Used Solution Manager/ChARM. Managed all Autosys jobs.
• Oversaw and prioritized resource workload for current SAP program, support activities, and enhancement/change requests. Responsible for upgrade of SAP GRC.
• Responsible for SAP operations and SAP Service Management - defining SLA’s, KPIs and CSFs with IT stakeholders. Responsible for operational readiness initiative for new ERP program, developing processes/policies, support model and overall operational efficiency. Leveraged BMC Remedy for Incidents.
• Responsible for Disaster Recovery and BIA.
• Liaison with senior management on IT alignment with various business decisions (strategic direction, financial commitments, human resources etc.), Responsible for Vendor Management and SAP license management.
• Staff Development & Performance Management: Led Recruitment, coaching, mentoring, succession planning. Reduced employee turnover from 25% to 10%. Providing technical leadership and staff mentorship as needed.
• Vendor Management: $4M annual vendor spend reduction with strategic partners (SAP, IBM & Cognizant). Jan 2007 – July 2010 IT Systems Architect, Abbott
• Led the technical team in the systems architecture group. Responsible for hiring, coaching, managing assignments and development of technical leads. Demonstrated ability to lead and manage large teams by influencing, mentoring and developing relationships for multiple global strategic projects. These projects have resulted in increasing business value through innovation and leveraging new technologies.
• Worked with business clients on long term strategy and identify solutions based on the strategy.
• Analyzed and evaluated MDM vendors and helped in MDM vendor selection. Identified key projects/business areas for MDM implementation at Abbott. Managed co-ordination, creation of MDM data model.
• Managed complete systems lifecycle for several critical global projects which included projects in Clinical, Regulatory, Pre-clinical and Discovery areas.
• Led and managed architecture analysis for Regulatory Affairs. Analysis includes understanding business vision and strategy; identify gaps based on this vision, proposing improvement initiatives, and future state architecture strategy and implementation roadmap to improve operational efficiency and Total cost of ownership.
• Led strategic endeavors to assess enterprise solutions at Abbott. Recommended technical solutions to resolve business problems. Architected and designed a Knowledge Management Repository (KMR) using SharePoint portal and Documentum.
• Coordinated key deliverables for the Abbott outsourcing program/managing the TSA’s.
• Responsible for managing, planning and deploying an electronic notebook system for Discovery and Development group. This highly visible $6m project was deployed to scientists in Lake County, Germany and Worcester. Led all integrations with ELN using standard technologies. Integrated with Watson LIMS.
• Worked as Technical Advisor on KOS Integration project. July 2002 – Jan 2007 Technical Project Manager/BRM, TAP Pharmaceuticals
• Purchased and implemented an ERP solution and a Supply Chain Management system. These solutions enabled to plan and forecast manufacturing proactively, optimize production schedules for low-cost and high-quality customer service, minimize inventory investments, and streamline distribution operations. *********@*******.*** 847-***-****
o Primary function was to provide leadership in the purchase, design, development, installation and support of technical solution. Created change management process and governance for project.
• Developed an architecture road map for clinical business area based on strategic vision of client. Developed high level implementation roadmaps and project estimates to transition to proposed roadmap. Purchased and implemented EDC (RAVE) because of the roadmap.
• Managed and designed Case Report form (CRF) workflow system for electronic submissions to FDA. Designed the system and designed integration with Oracle Clinical.
• Developed standards for coding and application integration. Strong background in executing projects utilizing ITIL and SDLC methodology.
Previous Positions:
Position: Delivery Manager/Post-Sales Sr. Consultant, Redwood Software
• Responsible for all post sales activities of Redwood’s automation products and services, this includes working with clients on the Installation, Training, Development, Testing, and Migration etc. Work involves planning, analysis, creating Statement of Work, creating Proposals, doing Time Estimates for Projects. Coordinating resources across one or more projects. Evaluate and mentoring consultants on proper methodology, best practices, technology, and general consulting skills. Focusing on customer satisfaction and key stakeholder management.
• Managed a staff of eight solution consultants (pre-sales/technical) for solution delivery to key clients.
• Managed US Support staff which handled technical support for approx. 100 big US corporate clients. Position: Senior Systems Analyst, Senior Consultant Abbott Laboratories (Compuware)
• Performed risk-based analysis for the High Throughput Screening (HTS) system. This included identifying the deliverables, creating activity diagrams with/without Risk, Action planning to mitigate risks, Project activity Summary, Project Resource Allocation and Timelines for the Project.
• Created and documented the Business Process Model. Translated the logical database design into the physical data model. Created ERD Diagrams and Use Case Diagrams using Rational Rose.
• Used Visual Café, Java, Swing, Oracle, PL/SQL and ODBC to design and develop. Used PL/SQL and Pro*C to write all the Procedures and backend calculation programs. Did performance tuning on the views, SQL tuning using different Oracle tools such as Explain plan, modifying initialization file’s parameters to tune the SGA. Project Lead for Knowledge Management System.
• Formalized and captured requirements for improvising the product development lifecycle of a drug, including establishing common procedures, improving decision making and metrics.
• Used the Knowledge Management System to capture all the info in the Phase 3 Clinical Trial of a Drug. This system was designed as a prototype to speed up the FDA Drug Approval process.
• Customized the LiveLink Knowledge Management software based on user requirements. Sr. Analyst, Designer, Sr. Developer for Drug Inventory System.
• Did Requirements Analysis for this project. This required working closely with the users to understand and document the requirements and the business rules. Created Proof of Concept Diagrams and user interface prototypes. Created logical and physical data model using Visio and Oracle.
• Supervised programmers and served as Sr. Analyst to design, code, test, and implement this system. Used Uniface to create all the front-end screens and PL/SQL, Pro*C to code all the Stored Procedures and Triggers.
• Evaluated and recommended emerging tools and technologies. Position: Systems Analyst, Schneider Logistics
• Defined the scope of the system, Designed the physical data model. Created and documented the screen layouts and specifications. As Team Lead oversaw the design, coding, and implementation of the Freight Management System as well as wrote critical code for the system. Supported the client staff as the chief technical resource and mentor for UNIFACE.
Position: Senior Systems Analyst for a large financial institution, IDBI
• Managed a five-member development team for a Credit and Loan Management System project. Worked on the design, coding, testing and implementation of the project.
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