RadhaKrishna (Krishna) Eranti, MBA, PMP®
Apex, NC 27523 510-***-**** firstname.lastname@example.org
An accomplished Business Operations, Program/Project Management professional with experience in managing projects, cross-functional collaboration, customer escalation management and an unrelenting focus on customer satisfaction.
Excel in analyzing complex problems/challenges while creating new insights to improve business processes and maximize use of technology.
Goal oriented, strategic leader with business acumen, known for high quality standards, dynamic oral and written communication skills with passion for attention-to-detail.
Combines strong organizational skills with the ability to independently plan and direct high-level business affairs.
SKILLS & KNOWLEDGE
Business process development
Business analysis, Project/Program management
Continuous process improvement, Change management
Strong Organizational skills and Multi-tasking
Customer Escalation Management
Budget management and time management
Team player with strong collaboration skills
Pricing, Quoting, SoW, SLA management
MS Office – Excel, Word, Visio, Power Point
MS Project, SharePoint
Smart Sheet, Excel VLOOKUP, Pivot tables & macros
SDLC – Waterfall/Scrum, Jira, CA Agile
Cisco tools – CSCC, Cisco Ready, SAM, EoL, WebEx, Telepresence, Jive, Spark
In-depth assessment of Cisco spare parts, MACD
oSix-Sigma yellow belt
oProject Management Professional (PMP), PMI, USA
oMaster of Business Administration (MBA), University of Phoenix, USA
oGraduate Project Management Certificate, University of Phoenix, USA
oBachelor Degree (B.Tech) in Electronics and Communications Engineering, Jawaharlal Nehru Technological University (JNTU), Hyderabad, INDIA
oDiploma in Electronics and Communication Engineering, State Board of Technical Education and Training (SBTET), Hyderabad, India
Program/Project Manager – Consultant Cisco, RTP, NC 2016 – 2017
Managing the Journey Map program for US public sector – part of Cisco advance Services team
Designed, documented and implemented process flows for the program
Lead & Managed 15 Member cross-functional & global team. Collaborate with Sales, Account, engineering, support, NCE and Finance teams
Facilitate & Lead Customer workshop sessions to gather customer requirements
Successfully delivered Cyber security, IT transformation, Digitization, Smart city journey maps to Public sector customers (DoD, DoJ, FBI, Public schools and city governments)
Contributed to services & product revenue of $2million
Managed the project in Agile – creating business case and charter, planning, Scope definition, Schedule creation, identifying the stakeholders & stakeholder analysis, execution organization, progress tracking, dependency management, managing team conflicts, identify & mitigate issues and risks.
Managing the pipeline and Providing senior leadership and functional unit management with weekly & monthly updates on project status, KPI’s, issues, and risks
Lead and project managed effort to create journey map program website
Continuously Identify & implemented improvements to existing processes & procedures
Collecting web analytics of Journey map program website to report & identify the teams interest in the program
Program/Project Manager – Consultant Cisco, RTP, NC 2013 – 2016
Managing & leading the Migration Support Services (MSS) Extended Support (ES) program related to Cisco End of Life (EoL) products – part of Cisco Technical Support Services Delivery team.
Designed, documented and implemented process flows for Extension Support (MSS/ES) program
Managed 30 Member cross-functional & global team
Continuously monitor the program & introduced many process improvements to the MSS program
Hosted and facilitated Program meetings with all the stakeholders
Helped customers in the following customer segments via extension program - Service Providers, large Enterprise Customers, Commercial, Federal, GET – within US & global
Contributed to services revenue of $74Million in just one year of implementation of the MSS Program
Managed the entire customer experience, working cross-functionally with Account teams, Commercial teams, planning team (GSLO), TAC team, Supply chain, Contract management team and Customer partner experience (CPE)/Entitlement team.
SLA Management: Oversee Cisco service SLA governance, including contractual SLAs and contractually defined SLA deliverables and deliverable timing.
Managing automation projects for MSS ES program in Agile/Scrum methodology. This includes C2A Customer Letter web application and ES request web application projects with a combined budget of $500k.
Provide Customer recommendations during contract negotiations for supportable and executable terms included in agreements, amendments, Quoting and SOW’s.
Contributed to scaling of Cisco products & services via MSS program to the end customers.
Providing Metrics (KPI’s) and status updates to all stakeholders on weekly basis using power point presentations
Managed escalations from account teams and customers
Project Manager - Employee Cisco, RTP, NC 2008 – 2013
Lead the project lifecycle of software release management for ASR9000 network infrastructure platform.
Identified and associated the resources throughout the project lifecycle.
Managed global teams and Facilitated required training to team.
Managed the entire customer experience, working cross-functionally with Sales teams, Engineering team, and other functions.
Hosted and facilitated project meetings with all the stakeholders.
Created Weekly Reports, highlighted any relevant project issues and appropriate risk and issue logs.
Monitored and measured Quality of the software to ensure the quality is maintained.
Monitored, measured and reviewed project lifecycle progress.
Provided Metrics and weekly status updates to all stakeholders on a regular basis.
Helped customers in the following customer segments - Service Providers, large Enterprise Customers, Commercial, Federal, GET – within US & global
Helped & managed projects in upgrading the customer network/software
Managed external engineering-level engagements with key customers, handled technical relationships, conducted periodic communication, and developed a deep understanding of customer needs/requirements.
Managed Cisco ASR9K router customer escalations: As a member of BU escalation team, Managed all resources necessary for Tier2 customer issue resolution.
Software Engineer - Consultant Cisco, San Jose, NC 2002 – 2008
Managed Cisco XR12000, ASR9k, ONS15454 customer escalations
Managed all resources necessary for customer issue resolution.
Delivered leadership and guidance to technical support engineers and escalation engineers.
Collaborated with the engineering counterparts to deliver proper tools, lab environments and processes to support the staff handling customer issues.
Worked directly with Sales and engineering to manage the customer experience.
Managed external engineering-level engagements with key customers, which provided closer insight to customer needs and requirements.
Feature functionality testing & troubleshooting of L2 features - VPLS & HVPLS. Contributed from beginning until the full support of this feature and tested this feature in IOS & IOS-XR software.
Installation & Configuration of Cisco ONS15454 (Sonet/Sdh) box using CTM.
Executed the test plans using CTM related to Sonet Fault management/ Alarm & Event management, Provisioning, State machine, Performance management, basic forwarding and negative.
Configuring & testing of L2/L3 features - bridging, STP & RSTP, Rip, Ospf, Isis, Bgp, and Ip Multicast
Software Engineer – Consultant Kestrel Solutions, Mountain View, CA 2000 – 2002
Qualification testing of TalonMX. The TalonMX is a highly scalable, 20 GB/s (OC192) light wave (SONET) transport system that features a flexible architecture designed specifically to reduce the cost of operations and services for metropolitan optical networks.
Performed Software verification of TalonMX by executing the test plans related to Basic forwarding, Fault management/ Alarm &Event management, provisioning and State machine.
Participated in numerous release qualification tests.