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Project Manager Customer Service

Location:
Sayreville, NJ, 08859
Posted:
March 15, 2018

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Resume:

Ramesh Chinnappa - Resume

Mail id: ac4tne@r.postjobfree.com

Mob: +1-848-***-****

Summary

Scrum Master, IT Program/Project Management with 14+ years of experience in Financial services/Banking and Software services fields. Diverse Expertise in Banking Domain (HR, Risk, Legal & Compliance, Retail Banking, Financial Markets, Core Banking, Wealth and Commercial Banking).

Diverse Expertise in Scrum Master, Program/Project Management, Risk Management, Stake holder Management, Test Management, Infra Management& Process Improvement.

Extensive experience and proven results in Scrum Master, Technical PM, Process improvement, Business Analysis, Software Design & Development, Quality Assurance, Data Conversion, Software implementation & End User Training. Expertise in handling the teams at different geographical locations.

Initiate, Plan, execute, monitor & control initiatives. Also took projects to successful closure as per the Scope, Schedule and Cost in Waterfall & Agile methodologies.

As Scrum Master worked along with Product Owner, Scrum team/Development team tracking the progress once the Sprint Planning is completed with a quick Daily Scrums meeting/stand-up meeting to achieve the sprint goal.

Tracking the Product Backlog, Sprint Review and conducting Sprint Retrospective based on Definition of Done. carry forward the remaining user stories, prioritized product backlog items to the next sprint.

Worked on JIRA, Confluence/Kanban tools for Epic, User stories and activity tracking. Used tools like MS Project Plan for scheduling and reporting regularly track the progress and report on health of project to all stakeholders. 4+ years of experience working in US locations Sioux Falls, SD and Cincinnati, OH.

Manages project budget/finance and report using the various productivity tools like MS Project and Project Management tools like clarity, PMUWS. Identify Manage and Report risks & issues in the project. Handled vendors like Capgemini, CTS, HCL and contractors. Strong communication, Interpersonal, Learning and Organizing skills matched with the ability to manage stress, Time and People effectively.

Professional Certification/Training:

Certified Professional Scrum Master

PMP Trained

AML, CDD, Settlement Process, Information Security, Service collaboration, Leadership

Great Managers program training, Leadership Skills Series

Academic Qualification:

Bachelor of Engineering Electronics and Communication Engineering, Madras University, Chennai, India – Year 1998-2002

Technical Skills:

Software and Operating Systems

COBOL, JCL, IBM OS390, CICS, VSAM, SAS, EAZYTREIVE, C, Java, CLIST, REXX, NDM, TWS, CA-7, Schedulers, Z-OS, Unix, Java

Hardware

Microprocessor, Micro Controller, IBM Mainframe

Tools

XPEDITOR, CHANGEMAN, Endeavor, FILEAID, DB2, ADABAS, FILEAID, SPUFI, LIBMAN, ASA, DOCGEN, FLOWGEN, JIRA

Databases

Oracle, SQL Server, DB2

Methods

Waterfall, Agile, SAFe (Scaled Agile Framework), ITIL

Professional Experience:

Sep 2017 – Feb 2018

Scrum Master/Project Manager

Wellsfargo Enterprise Global Services, India

OT2 One Track Phase 2 reporting project for the Enterprise Business Technology with 2.5 mn project successfully implemented with the process improvement to increase the performance of the business users.

As Scrum Master executed the project in Agile with Sprint Planning, Daily stand-up meeting, tracking progress of the sprint, product backlog by working along the product owner and demo of the sprint outcome to product owner, sprint retrospective meeting with the scrum team and the actions are tracked to the next sprint.

CPG BI Initiative for Enterprise Business Technology area in Corporate Properties Group with 3.5mn budget.

As IT Project Manager executed the consolidated data-mart/strategies for CPG team using Tableau for generating report and successfully executed till closure by involving vendors like CTS and with teams in different/remote locations. Effectively used the share-point for documentation and status reporting to the stakeholders.

Apr 2015 – Aug 2017

Scrum Master/Project Manager

Standard Chartered Bank Global Business Services (Formerly known as Scope International Pvt Ltd.

Subsidiary of Standard Chartered Bank – UK), India

Core Banking – Individual Client Master application with static profile data of Retail Banking with multiple year projects of 40 mn USD budget.

Handled the Project from Initiation phase to the implementation for different global location including Malaysia, Singapore, HK, UAE etc... Initially started as SDLC as IT PM for 2 countries implementation and then changed to Scrum Master using Agile methodologies this needed complete change over from Business team as well as technology team, so effectively worked with both the team to manage and ensured that the process are handled as needed at ease.

Retail Lending – Regulatory Book of Work program for ASEAN counties.

Took responsibility as IT PM for this initiative from Requirement (BRD), solution, estimation, schedule and funding approval also conducting Project working group (PWG) meeting, MoM and action follow up to ensure that the regulatory compliance dates are met if any deviation corresponding country representative is notified and revised date is agreed with the regulators or manual work around is set up accordingly.

Electronics Securing Documentation System (eSDS) application for Retail Banking.

As Business Project Manager prepared the Project Steering Group (PSG) pack and conducted the meeting, also followed up on the financial, project schedule and roll out to different countries.

Governance management of APE (Architecture, Product Engineering)

As Business PM - Prepared the Management group meeting pack and conducted the meeting. Also circulated the MoM, action follow up to closure with the respective owner.

Dec 2003 – Jan 2015

IT Project Manager

Tata Consultancy Services Private Limited - Lloyds Bank (Chennai) - Nov 2014 – Jan 2015

CCTM - Cross Channel Transaction Monitoring for Telephonic and Internet Banking fraud checking. In my current role I was handling IT Project Manager for Cross Channel Transaction Monitoring (CCTM) application of Lloyds Banking Group.

Core Responsibilities: As Technical Project Manager Bridging gap between Business and Technology team by helping technical team understand business goals and business team understand larger picture of technology impact and benefits.

Set up Long term and short-term Technology Goals for Platform. Plan and implementation of strategy for roll out for product upgrade with minimum impact to business.

Worked closely with third party vendor to streamline integration strategy. Implementation of new innovative automation ideas to reduce effort and streamline end to end delivery. Work closely with Web Sphere team on performance tuning of system to meet high throughput for non-functional requirement.

IT Project Manager - Nov 2009 – Oct 2014

Tata Consultancy Services Private Limited - Citicorp Credit Services Inc. (Chennai and USA) –

WebView Application provides a convenient and intuitive means to view all reports and documents stored in CA-View. Delivers reports to any desktop in Citigroup through the web. Retrieves selected documents stored in CA-View on Web browser. Provides a conversion process that transforms the original print stream to PDF. Presents reports with graphical elements or complex formatting. WebView is a mainframe-Unix-windows-java cross platform project.

Core Responsibilities: As Technical Project Manager understand the Business/User requirement and review with the Functional analyst on the feasibility of the enhancement/maintenance requirement and then priorities the work based on the Project Review Committee. Work along with the Development team, Testing team once approved track it to the implementation and support till the Warranty/Hyper-care period.

Adherence/deviation to SLAs in resolving production support issues. Handled resources personnel issues and leaves without any impact to the project deliverables. Part of the L2 production support team with ITIL Framework.

Project Leader – July 2005 – Oct 2009

Tata Consultancy Services Private Limited - Citi Cards Technology (Chennai and USA)

Host Interface Team (HIT) is one of the sub-systems of Information Systems Technology of Cards Technology. Host Interface System deals with online screens which will be used by the customer service representatives for various purposes. Handled the complex projects to achieve the business needs as well as process improvement.

Projects are owned by Offshore and co-ordinate with clients & vendors. Inducted new resources and back up available at all time for crisis. Quality of deliverables and timeliness.

Number of bugs and defects in the deliverable identified at all stages Deviations in timeline for delivery Adherence/deviation to SLAs in resolving production support issues.

Adherence to SPEED by achieving goals periodically. Creating the weekly status report for Client. Weekly meeting with Client manager and internal TCS manager for the weekly status reporting. Meeting with team members as needed for the project status, issues, escalation and deliverables tracking.

Host Interface Team (HIT) is one of the sub-systems of Information Systems Technology of Cards Technology. Host Interface System deals with online screens which will be used by the customer service representatives for various purposes. Handled the complex projects to achieve the business needs as well as process improvement.

Projects are owned by Offshore and co-ordinate with clients & vendors. Inducted new resources and back up available at all time for crisis. Quality of deliverables and timeliness.

Number of bugs and defects in the deliverable identified at all stages Deviations in timeline for delivery Adherence/deviation to SLAs in resolving production support issues.

Adherence to SPEED by achieving goals periodically. Creating the weekly status report for Client. Weekly meeting with Client manager and internal TCS manager for the weekly status reporting. Meeting with team members as needed for the project status, issues, escalation and deliverables tracking.

Accounts Receivable (AR) is one of the sub-systems of Information Systems Technology of Cards Technology. Accounts Receivable posts financial and non-financial transactions to card member credit card accounts.

Handled the end to end maintenance of this application and enhancements projects.

Module Leader – Feb 2005 – June 2005

Tata Consultancy Services Private Limited - Woolworths Limited (Chennai)

Due to urgent and delivery deadline of some mainframe project was allocated to Woolworths projects.

Completed the priority tasks to create JCL, PROC and Control card as per the requirement and within the deadline.

Developer – Sep 2004 – Jan 2005

Tata Consultancy Services Private Limited - Bank of America (Chennai)

IMPACS system – Provides the Customer Profile data for various interface systems.

The objective of this project is to incorporate the 2-character state code standard. This is necessary before expansion into additional states, including the incorporation of the states in the Fleet footprint.

Identified the objectives of the solution as to modify the IMPACS system so that it can accommodate a new state with minimum modifications, to modify the IMPACS system so that it can support other applications changes.

Development and testing for the Fleet initiatives of the project.

Developer – Dec 2003 – Aug 2004

Tata Consultancy Services Private Limited - Bank One Corporation (Chennai)

Bank One CIS Re-engineering: Initiated this re-engineering exercise to achieve the goal of National Banking with more data integrity and CRM readiness. The purpose of this project is to recode the existing programs to have all the necessary changes that are required because of the change in the architecture. Automatic Standards Analyzer is used to enforce standards in the re-engineered application.

Understanding Business & Analysis of existing system.

Preparation of Low level design documents for the new programs using the existing programs. Construction of programs. Compiling and version control using LIBMAN. Preparing Unit Test Documents for the new programs.

Using DOCGEN for creating documents on the existing programs. Using FLOWGEN for generating flowcharts for the documented programs.



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