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Management CRM

Brampton, Ontario, Canada
May 25, 2018

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*** ********** **** ******** ** L*Y 5W5

C: 647-***-**** E:

Reference: Senior Manager

Dear Hiring Manager,

I am a Canadian citizen looking for a challenging and rewarding career opportunity with your elite organization.

I have a unique skill set to offer which covers client services, project and operations management. Over all I have 20 years work experience across the globe. For past 10 years I have supported multiple infrastructure telecom projects and change implementations in different capacity. My experience combined with my passion for putting customers first, would make me a valuable asset to your organization.

I have an excellent knowledge of project and change management methodologies. Strong working experience in full Project Management Life Cycle (PMLC) based on PMBOK. I have proven experience in managing stakeholders and external vendors.

Presently managing consultants and analysts team to lead successful ERP implementations for public sector clients as per SOW. Worked with business analysts on multiple opportunities to build processes and documenting the same on internal share point site. Managed client’s health card and likelihood to recommend scorecard.

Accountable for client relationship management to ensure public sector clients receive full dedication. Demonstrated success in leading and mentoring cross-functional teams in multi-facility environments to maximize productivity. Extensive experience with data integration and application delivery.

Managed onshore and offshore team of engineers and multiple delivery stakeholders to deliver complex IT projects. Performed ongoing risk management activities to ensure appropriate risk mitigation for our biggest insurance client Co-operators insurance.

I would be pleased to have the opportunity to attend an interview to discuss how I could contribute to the success of your team. I feel confident that I would be an asset for this position. Thank you for your consideration.

Sincerely yours,

Ram Thakur

Enclosed: Resume

ram thakur pmp

Cell: 647-***-****


PMP and ITIL v3 certified, currently part of operational management team

Proven experience in organizational development, change and transition of organizational structures and management of staff in large matrix organisations

Solid vendor management experience

Proven ability to act as a senior leader and supervisor of staff and to re-structure and re-organize staff to maximize productivity

Proven presentational ability, and experience of presenting complex information to senior management

Extensive experience in managing data integration and application delivery projects

Proven experience of facilitating consensus, obtaining buy-in from key stakeholders and expedition of decision making processes at senior level

Solid understanding of IT project management knowledge areas to deliver within Scope, Budget, Schedule and Quality based on PMBOK

Project Management experience, inclusive of strong financial experience

Instrumental in securing client's master service agreement for $85 MM in total contract value

Demonstrated experience in delivering and executing on key projects through cross functional team

Delivery lifecycle – manage the delivery lifecycle for projects which introduce new functionality and capabilities to the organization

Stakeholder management – effectively partner and communicate with project stakeholders at all levels of the organization, and in both business and IT functions

Financial management – forecasting, budget tracking, analysis, and communication

Risk management – identification, mitigation, and communication of all project risks

Status and communication management – prepare and present project status at the working team, Director, and Executive levels

Change management – ensure efficient and timely management of necessary changes

Process management – ensure delivery best practices, and overall project health

Develop, plan, analyze, evaluate and assign priorities to deliverables and requirements


Organizational efficiency and effectiveness

Project/Change/Operational management

Leadership and People management

Client relationship management

Data centric technology involving system integration projects



Project Management (PMO)

MS Project, Smartsheet, OpenAir, Clarity

Product/Operations Management

Pivotal, TFS, Kanban board, RingCentral, Box

Business Strategy Development/Planning

KPI, Workforce and 9 Box

E2E Test Management

Visio, Charting and MS Office

IT Outsourcing and Vendor Selection

Test Complete, UFT, docusign

Process Improvement and Quality Assurance

Salesforce, SharePoint


Cisco & Microsoft


Aptean – Team Manager May 2017 – Present

Planning, scheduling and managing team of business analysts based on prioritization

Leading and managing the project resources to confirm the requirements are met as per the expectations and as defined

Managing a team of 12 ERP customer solution analysts nationally in a call centre environment

Spear heading product bug fixes, incident management and funded development opportunities

Catering to public sector needs related to scoping, configuration, training, process improvements and post go live follow ups

Well verse with smart sheet, net suite, box and ring central technologies

Facilitate problem solving and collaboration to maintain healthy group dynamics

Server integration - Working on server change hosting project for migrating to AWS (amazon)

Continual evaluation and recommendation for improving development and release processes

Managed review of design, business, and system requirements along with 25% improvement in client CSAT scores

Broad technical experience including application deployment

Ability to analyze and interpret data, realigned resources to improve tickets closed by 10%

Metrics reporting and Presentation of project update/status to business stakeholders

Managed a team of developers and testers on new product development, maintenance and support

Delivering multiple ERP application to public sector clients for them to be able to process their AP/AR/T4/Utility and property tax requirements

TELUS – Project Manager Aug. 2012 – Apr. 2017

Effective in bringing all the delivery partners together for streamlining client delivery

Advanced project and change management skills

Cyber security experience liaising with security teams to fulfill client requests

Managed multiple project deliveries between $0.5-$2 MM besides operational initiatives

Represented Telus client Co-operators Insurance @ IBM data centre to achieve network diversity for 1 Gig data circuits. Engaged both Bell and Rogers for delivery of 1 Gig Off net and near net solutions to achieve network diversity. This was a multimillion dollar opportunity

Worked with Co-operators insurance network team to implement solution related to their data/voice/video conferencing/security and firewall requirements

Led cross functional onshore and offshore teams to achieve excellence in service delivery

Worked with business to confirm the tasks are completed on time by working with impacted business divisions as required per SLA

Worked with 10-15 stakeholders from different functional team (both onshore and offshore) to deliver on assigned projects

Extensive experience with data centric, system integration technology projects

Experience with infrastructure and firewall projects

Well verse in change management, implementation planning, risk management, tracking and reporting

Effectively manage stakeholder expectations related to project cost, time, and scope of deliverables

Well verse with basic data networking technologies, Cisco LAN switches, WAN, ISDN, IP, VPN, ATM, Frame Relay, Internet, security, routers, firewall and complex voice solutions

Successfully liaised with other PM’s and program managers for IT procurement

Strong risk management and financial experience

Extensive working experience with multiple vendors to accomplish deliverables

Demonstrated financial acumen for creating budgets, managing project finances, issuing POs, receiving invoices for payment

Excellent leadership skills and experience working with large project and strategic account teams

Delivered very first technology innovative solution for any Telus client - iVPN (internet over virtual private network). Worked with multiple functional teams for solution delivery process mapping

Site readiness - Engaged client data/voice and deployment teams along with Telus implementation teams to come up with final workable agreement

Worked with implementation team to confirm SDLC best practices are followed, Unit, Integration and System testing is performed at each stage of deployment

TELUS – Delivery Specialist Projects Mar. 2006 – July 2012

Managed 635 sites for customer moves and change requests nationally ensuring insurance agents have workable tools to assist their clients

Assured $2 million of revenue to TELUS by orchestrating enterprise revenue recovery project which lasted for 3 months

Worked on DND (department of national defense) & GOC (government of Canada) accounts

Championed customer requests by taking ownership for clients internetworking & data services

Analyzed and identified process bottlenecks for executive focus

Facilitated requirement gathering, Re-testing and updating test documentation, release notes, manuals

Participated in User Acceptance/Usability testing

Bell Canada – Customer Service Representative Feb. 2005 – Mar. 2006

Worked in call centre environment to serve Bell customers for their home phone, cell phone, internet and television requirements

Mastered call centre technology, provided outstanding customer service and was able to generate additional revenue thru up sale of additional Bell products

Adecco – Door to door sales & customer service jobs Jan. 2003 – Jan. 2005

PFIZER – Pharmaceutical Sales Representative Apr. 1997 – Oct. 2002

Developed detailed sales plan and approach to meet the desired revenue outcome

Implemented product life cycle management and its impact on sales growth

Arranged speaker programs and group meetings for leading doctors in assigned territory on specific products and diseases

Successfully surpassed pharmaceutical sales targets on consistent basis month over month

Managed pharmacies in assigned territories to ensure product replenishment in relation to doctor prescriptions generated based on sales campaign

Worked with healthcare community to identify and document drug patterns which resulted in safe guarding and growing sale of Pfizer products

Education and certifications

2018 – Scrum Fundamentals Certified

2015 – ITIL Change Management Certification

2011 – PMP Certification

2000 - MBA in Marketing

1996 - Master of Arts in English Literature

1994 - Bachelor of Science

Reference Available Upon Request

Contact this candidate