Phone: 984-***-**** E-mail: firstname.lastname@example.org
Project Management Leadership Client Service management Delivery Management
Rich experience in Portfolio/program management, Service Delivery, Project Management, Transition Management, Process Management, Operations and people management in IT services. Well versed in managing & motivating teams for running successful IT projects. Delivered IT infrastructure projects for global clients, Extensive experience of developing project governance, procedures, service standards & operational policies for business excellence. Excellent interpersonal communication & organizational skills with proven abilities in team management & planning.
PROFESSIONAL CAREER SUMMARY
Project Management Professional (PMP), Certified ITIL v3 &Scrum Master certified with 9 years of experience in PMO, Operations, Process Improvement Service Transition & Support and managing IT Infrastructure including Service Desk Data Center Operations & ITIL Framework.
Strong understanding of Service Level Management and adhering to SLA’s. Responsible for interfacing with management across all levels and setting customer service expectations through analytical reporting.
Significant experience of Transitioning Infrastructure Support and setting up centralized operations.
Managed multiple vendors and proficient in client –vendor relationship management.
On hands experience of tools like Project and & Portfolio management tool, Remedy, Ariba, Invoice management system, Microsoft Project, Visio and solar winds.
Skilled in mapping project requirements, scope management, activity sequencing, resource allocation, risk management and negotiations aligned to pre-set guidelines.
9 years Microsoft Suite experience. (MS word, Power point, Excel, etc.).
Strong collaboration, team building, interpersonal, communication skills with proficiency at grasping new technical concepts quickly & utilizing the same in a productive manner.
Exceptional communicator and presenter, equally comfortable with executives/stakeholders. Resourceful at maintaining excellent relations with international clients and providing value added customer service, ensuring quality and service norms.
AREAS OF EXPERTISE
Project management Life Cycle
ITIL Process Design (Event, Incident, Change, Problem, Capacity, Asset Management, Process Governance)
Project / Program Management
Remote Infrastructure Management
Risk & Issue Management
Contract and Process Management
Projects/ Transition management
Operational Services Management
Computer Science Engineering (BE)
CERTIFICATIONS & TRAININGS
PMP® (2015) - PMP #: 1802986
ITIL V3® - sr7737179
Scrum Master certification ID 684***********
Six Sigma Yellow Belt – Certificate ID 582234
Scrum Fundamental certified (SFC) ID 86252
MCSE certified - Microsoft Certification ID : 6850114
Trained on Risk Management.
Out of box Thinking - 2010 for transition of support process and knowledge management model.
Emerging leaders Training program -2010.
O2 League Member in HCL Comnet for Outstanding Performance for 2 consecutive years.
Agile working-technology to drive performance
Delivering service excellence culture program
Work Experience: HCL America (March 2016 to till Date)
Working as a program manager to deliver projects and programs globally for HCL America. Deliver multimillion-dollar projects aligning business goals with technology solutions to drive process improvements, competitive advantage and bottom-line gains.
Leading teams across broad technical, functional and business disciplines, and focus on business objectives. Tracking progress to ensure project milestones are completed within desired time, quality and on budget.
Mitigating risk factors through careful analysis of statistical data.
Defining processes and tools best suited to each project. Moved between agile and waterfall approaches depending on project specifics and client goals, creating detailed project road maps, plans, schedules and work breakdown structures.
Monitor project risks and scope creep to identify potential problems and proactively identifying solutions to address them in advance.
Create work breakdown structure with team to determine costs, schedule, resource, quality and procurement plans.
Delivered programs of projects globally by managing a team of project managers responsible for execution of large project of size $20 million and above, defining and developing Project Management methodologies by working closely with the PMO- Head
Monitor the progress of all projects and deliverables for the entire portfolio
Escalation point on all matters related to all programs undertaken and team management
Conduct weekly projects review with key Customers and HCL Management addressing outstanding project Issues and statistics.
Develop staff through coaching, mentoring, rewarding, training, and guiding
Maintain continuous alignment of program scope with strategic business objectives, and make recommendations to modify the program to enhance effectiveness toward the business result or strategic intent.
Ensure financial targets for all projects are met and diligence in the area of fund management for projects.
All legal formalities are adhered and religiously followed while submitting statement of work and at the time of closure of projects.
Review all the SOW’s, Project plans and ROM for the entire portfolio before it is submitted to the client.
Prepare governance dashboard for the projects being handled across portfolios and submit it to client thereby discussing the health of program/projects currently running.
Manage the program’s budget on behalf of the programme director, monitoring the expenditures and costs against delivered and realized benefits as the programme progresses.
Report progress of the programme at regular intervals
Execute and maintain program management processes and disciplines in the areas of: program schedule and quality management; communications management; human resource management; cost management; procurement management; risk / issue management; change management.
1.Network Security Stack Global Implementation
2.Ever bridge Integration
3.Stockholm Office Move
Work Experience: Unilever (February 2012 to September 2014)
Worked as a project manager to deliver the Enterprise Computing services (Server/Storage/Database/Data Center Hosting) for Unilever Business across Asia, Africa, Middle-East and Turkey region through a Global IT Supplier. This region consists of 40 countries, 2 Data Centers, and 1800 Infrastructure and Application servers. Ensure the Network Resiliency between the 2 Data Centers and the connections to Unilever networks.
Ensured that all incidents, problems, changes and service requests (SRs) for the Enterprise Computing area are addressed and resolved by the Service Providers according to the appropriate ITIL Service Management processes, and in accordance with the agreed service level agreement.
Risk & Issue Management-Responsible for ensuring that Risk & Issue data is captured up-to-date and closed on time. Ensuring that sufficient controls are in place to mitigate the significant risks. Communicating status of Risk & Issue to senior management in a consistent, timely manner.
End to end ownership of multiple large global projects that require demand management, proposal review, Purchase Order creation and overall execution and implementation completion. Track large projects on a portfolio level.
Managed large projects (Larger than 10M) on a global level and worked with multiple application teams in implementation. (E.g. data migration. data center consolidation, windows open shares).
Advised on the practicality and viability of proposed improvement plans from the Service Providers related to their root cause analysis studies.
Worked as capacity manager for Unilever and ensure proper management of EC infrastructure services.
Reduced the level of operational risks via control Initiatives-Change management effectiveness. Work with change release team to improve the change control process, and reduce the unnecessary urgent changes.
Actively participated in the quarterly review of the consumption based billing. Working on the cost derivation, forecast and resolving queries with other teams. Collate / communicate and perform volume validation.
Risk profiling exercise –Identifying, classifying and analyzing risks on the basis of unsupported HW, OS, DB, identifying critical applications and driving risk mitigation.
Global IE upgrade
End Of Lifecycle-Win 2003 DC servers decommission
Addressed a huge security risk on DC windows open shares by successfully completing the share remediation project.
Overall Asset decommission of the organization.
Data Center consolidation
Migrate SMS 2003 servers to SCCM 2007 servers
Worked and successfully completed non KFS domain cleanup project for all the regions supported by Enterprise computing.
ESX 3.5 to 4.0 - Upgrade project
Extensively used share point to track, manage and update status of multiple global projects.
Invoice management Tool
Project and portfolio management tool
Work Experience: HCL Technologies Ltd. (Dec2007 to Jan 2012)
Worked as a Project Manager - Microsoft
Overview: Worked in Ops Workflow Engineering team lead to support the important services related to msn.com. Configuring and Administration of WIN 2k3/2k8, SQL2005, IIS6.0, Replication, Clustering (NLB & Load Balancer), SMS2003, MOM 2005, SCOM2007, Veritas Backups, Server End to End hardware support (HP/DELL).Provided recommendations to other different kinds of the performance problems ranging from Server, Database performance problems to I/O hardware performance cases.
Worked with world’s largest Microsoft MSN (www.msn.com) Infrastructure with around 275000+ Servers and 14000 + network devices spread across 6 Datacenters. Proactively involved in Incident and Problem Management
Present periodic reports to the management on the current project performance, CSAT analysis and client issues.
Trouble Shooting Issues related to VERITAS Net backup, SQL, SMS, Microsoft Internal tools, Server hardware HP/DELL.
Forecasting, Staffing, Scheduling for the support.
Worked as a Project Manager -Ingram Micro
Managed a team of 20 IT professionals supporting technology services and business operations for over 1000 direct users and the global client of Ingram Micro
Handled various programs with responsibility of managing day to day Operations. Key activities involved – Delivery Management, People Management, SLA Management, problem management, RCA Analysis, and Client Vendor Relationship management.
Ensured all the new clients are implemented on ITIL aligned Problem Management best practices & processes and also for transitioning the existing set of clients to the Global process standard.
Worked as a change coordinator created a cohesive change management process shared across the organizations.
Documented process run books for transition: It includes Process documentations like Change Management/Incident Management SOPs, Technical Run Books, Work Instructions, and Service Level Management & Reporting Manual.
Facilitated Technical Review Board meeting, Enterprise Change Advisory meetings and other meetings with technical and management staff.
Managed and participated in other Continual Service Improvement ITIL initiatives.
Chaired change review meetings.
Responsible for the recruitment drive for HCL.
Worked for IBM as a Senior Technical support analyst from July 2007 to Dec 2007
Satyam - Worked as Subject matter expert (Verizon DSL) from April 2006 till July 2007