Dhreeraj Sharma

Arlington, VA-***** C 479-***-**** Email Id: ac2r6s@r.postjobfree.com

Summary

Project and Program Management leader with 19 plus years of overall IT management experience. Ability to manage multiple large-scale projects, large teams of direct reports or cross functional teams with maturity and professionalism, manage application delivery with high quality business application changes. Successfully completed numerous IT projects in Financial and Retail markets, in global setting and in location such as US, UK, India. Projects including web portal implementations, modernizations and migration projects; the development and implementation of n-tiered enterprise wide application development projects; ecommerce sites, datacenter infrastructure projects and datacenter migrations. Proven track record of hands-on management and getting into the needs to understand complex projects from the bottom up. Proven ability as a vendor manager to lead multi-million dollar contracts. Prefers Agile life cycle but understands every project has its own unique needs and objectives.

Professional Experience

Saksoft LTD Nottingham (USA)

Jan 2016 – May 2017

Project Manager

Manage team of 14 technical resources spread across 5 distinct areas - Quality Assurance, Business Analysis, Configuration Management, Technical Writing and Training. Responsible for team performance, reviews, career guidance and skills development.

Interface with business clients such as Sales and Marketing departments to identify, develop and maintain business solutions delivery in adherence with company strategic direction, SLA, Business and Compliance requirements.

Assisted with planning configuration updates in development, integration, testing and production environments.

Produce release notes to communicate updates being rolled-out into the Project Online environments

Direct project team on creation of resource allocation planning, capacity planning, project scheduling, risk management and mitigation issues, action item resolution, performance requirements and productivity metrics tracking within a hybrid Agile and Waterfall environment.

Created several team specific dashboards to provide a more accurate status to the senior leadership such as steering committee, team leads and project schedulers regarding project milestones, project financial health, risks, dependencies, issues and mitigations using metrics. This dramatically improved overall status reporting and strategic planning of the project.

Reporting & Collaboration – Experienced in creating and supporting custom reports; gathering requirements to generate the reporting. Experienced in collaborating with all levels of IT staff to explain and train on key activities

Managed Business Analysts to create Use Cases in half the time. Combined principals of rapid and joint application development to consolidate requirements gathering through joint approval meetings.

Instituted dashboard tracking system to keep Use Cases flowing from business analysis to development into testing. Implemented Mercury Quality Center to track software defects by feature to simplify the feedback cycle.

Facilitate project teams meetings and work closely with Developers and business intelligence report writers to follow consistent configuration management procedures. Recommended and implemented the use of Version Manager for document and code control.

Oversee the analysis, design, implementation, testing and documentation of all end user applications and supporting project documents.

JP Morgan Chase & Co Florida, U.S.A

Jan 2003 – Dec 2016

Program/Project Manager

Program/Project Management (Chase Card Services & Auto Finance)

Lead various projects in Program/Project Manager capacity including Analytical Data Storage (ADS), Global Dialer, and Data Warehouse; Responsible for managing the successful migration of users and user-defined business objects from ADS to Teradata; Responsible for Dialer, CallTech, and OnQ application management.

Responsible for managing overall dialer hardware installations from conception through implementation for offshore and domestic sites including the negotiation of multi-million dollar contracts.

Ensure proper handling and servicing of accounts on internal and external payment programs

Track and complete special projects received from other departments.

Exposure to java technologies like J2EE, XML,JSP, Applets, JFC, Servlets, Java Beans, JDBC, JNDI, Connection Pooling,CICS etc

Supervise and coach employees, while maintaining day-to-day collection activities for assigned area.

Ensure departmental planning goals met customer needs and company goals.

Developed the Java Bean classes' reusable in setting and getting the database values.

Review trends in internal processes including agent quality monitoring performance and customer surveys; analyze results to determine training support and coach to standards.

Responsible for $30M of outstanding delinquency; contributed $1M monthly to bottom line.

Issue Management (Chase Card Services, Auto Finance and Recovery Ops)

Lead research to determine the root cause of customer complaints to regulatory agencies, Defensive Litigation, Vendor, and EO, Disputes, 1099C and Senior Management. Facilitate the resolution of complaints; and document findings on breakages, process improvements and specialist/bank opportunities.

Provide recommendations on account remediation needed to resolve customer complaints; analyze the customers experience to identify breakages, process improvements and CSA coaching opportunities.

Work along with CSD Process Owners to ensure opportunities are appropriately addressed, including escalation of issues to Leadership and opening CCOMS to document breakages.

Prepare a written summary of research findings and document the case using a standard methodology.

Remediation of difficult situations with Chase customers.

Quality Management (Chase Card Services, Auto Finance and Recovery Ops)

Responsible for overall systems quality and project quality, test plans, completing trace matrices, tracking test defects in Quality Center, and validating test results.

Lead quality assurance efforts for the CSD applications: First Support, CAPS, RMS, TCSF, C3, VRU, OBVRU, and Dialer.

Vendor Management (Chase Card Services)

Remediation of difficult situations with Chase customers.

Overall Vendor Relationship Manager responsible for managing the relationship between JPMC and the following vendors: Austin Logistics, Aspect, GM Voices, and Language Line Translation Services.

Responsible for ensuring vendors meet Service Level Agreements, Outside Service Provider guidelines, and Customer Service Reviews. Key contributor in the rewrite of the Aspect Master Service Agreement with JPMorgan Chase sourcing and legal teams.

Responsible for managing internal processes as well as resolving all account level issues identified in periodic agency and process reviews.

Review and resolved all inventory exceptions for Agency Management, ensuring accurate flow of accounts and undue loss prevention.

Conducted account level quality review and remediation as needed.

Awards & Recognition

Received innovation award for Aspect Contract negotiations resulting in annual savings greater than $500k in maintenance payments for JPMC.

FACS Group Florida, U.S.A

2000 – 2003

Program Manager –Financial Admin Services

Performed strategic management functions for companies catering to diverse clientele.

Provided effective personnel supervision for highly skilled, goal-oriented teams.

Increased account collections by 7% annually.

Created and implemented controls to improve skip-tracing methods.

Responsible for the daily operations of the predictive dialer.

John Lewis PLC London, U.K

1998 - 2000

Project Manager

Enforced sound merchandising and loss control strategies.

Executed corporate programs, promotions and policies

Drove optimal customer satisfaction, associate productivity and P&L results.

Qualifications

Excellent problem solving and deductive reasoning skills

Ability to listen, see the big picture and resolve conflicts

Excellent organizational ability with a high attention to detail

Effective leader with strong interactive and interpersonal skills

Innovative, creativity and a strategic thinker

Capacity to make decisions and think on my feet

Ability to work independently and as a team player

Technical Experience

Certified Scrum Master

Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365.

Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python

Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access

Operating Systems: Vista, Win XP, Win 2003, Win 2000

Hardware/Software Reseller: manage private business building and configuring personal computers and network.

Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks Projectmanager, projectmanager lead,Certified Scrum Master,Front Office: Project, Excel, PowerPoint, Word, Outlook, Visio, Lotus Notes, SharePoint, Qlikview, Microsoft Project Server, Office 365,Programming: familiar with Talend, SQL, Java, HTML, XML, JavaScript, and Python,Databases: Compliance DB, Electronic Remittance DB, Settlement DB and MS Access,Operating Systems: Vista, Win XP, Win 2003, Win 2000,Hardware/Software Reseller: manage private business building and configuring personal computers and networks

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