PATRICK FRANCIS

** ****** *****, ********* ***, Jersey City, New Jersey 07306 201-***-**** ac73pb@r.postjobfree.com 1 P a g e

QUALIFICATIONS SUMMARY

Multifaceted, performance-focused, and highly analytical professional with proven experience in all facets of IT operations; encompassing project management, application support and testing, team supervision, and troubleshooting.

Equipped with the ability to attain high-quality and on-time completion of product deliverables, along with strong capability to adapt and thrive within critical and fast-changing environments.

Effective leader, adept at utilizing out-of-the-box approaches in training and motivating employees to foster team unity toward fulfilment of target goals.

Adept at providing first-rate customer service to guarantee client satisfaction and meet customer expectations.

Recognized for solid work ethic and outstanding ability to establish and maintain positive relationships with individuals at all levels of the organization. Bilingual in English and Hindi. EDUCATION

Master of Science in Computer Science University of Northern Virginia, Annandale, VA, USA Bachelor of Commerce University of Mumbai, Mumbai, MH, India PROFESSIONAL EXPERIENCE

Nasdaq, New York, NY, USA

Senior Technical Project Manager Sep 2015–April 2018

Worked on Governance, Risk & Compliance (GRC) Application suite which was developed by Nasdaq

Planned from the inception to the implementation of the GRC suite onto the client’s environment

Spearhead the planning and execution of the entire project life cycle, also involves examining and testing new functionality request and presenting template for change request to the Change Authority Board (CAB)

Keenly identify probable cause of the bug, error, and behaviour and offer feedback to the client

Closely work with Engineering and Quality Assurance (QA) teams to organize test environments to reproduce the problem

Maintain active coordination with Nasdaq BWise Research and Development (R&D), Test, and Global Positioning System (GPS) departments regarding functional specification and scope definition

Efficiently discuss outstanding issues and escalations through team meetings while participating in weekly escalation call

Generate project status reports as well as FAQ and knowledge base documentations for customers, while ensuring completion and proper storage of project documents

Notify the Project Team regarding changes and meeting with client management and steering committee meetings

Collaborate with internal team members on software license renewals and new licenses procurement

Coordinated the upgrade of GRC Application for the clients to higher and current version

Direct the team and organization in using Agile and Scrum practices and values to satisfy customers Sprinklr, New York, NY, USA

Technical Project Manager/ Team Lead / Subject Matter Expert Sep 2013–Sep 2015

Performed dual role of project and team management responsible for leading a team of 10 support engineers across the United States regions

Presided over daily stand-up meetings with the team tackling outstanding, high-priority issues

Defined project vision and goals for the team and formulated a detailed project plan to track progress while executing weekly and monthly quality checking analysis

Guaranteed staff availability during releases, weekend support, and other live events in accordance with clients’ and project requirements

Served as liaison for the Engineering Team to assist in prioritizing bugs and escalations with weekly reporting to upper-management; assessing complex customer problem; determining root causes; and obtaining resolutions

Forecast delivery timeline by liaising between Release Management, Development, and Testing teams

Ensured and maintained good customer satisfaction results (CSAT) and first call resolution (FCR) on regular basis as well as met service-level agreements (SLAs) with clients

Functioned effectively as contact person for escalated issues and critical client requirements for live events

Acted as subject matter expert (SME) for new features and releases, which entailed collaborating with the QA and Client Success teams to guarantee proper hand-offs CNT Infotech, New York, NY, USA

Technical Project Manager Apr 2012–Sep 2013

Handled all aspects of project operations that involved release, migration, upgrade, and support of all radiology applications

Interacted with a broad array of Radiology IT and supplier resources to ensure infrastructure decommissioning activities were properly planned, managed and executed to achieve cost savings

Worked with program manager, database programmers, and web developers while maintaining regular communication with technical, applications, and operational staff guaranteeing database integrity and security PATRICK FRANCIS

25 Senate Place, Apartment 251, Jersey City, New Jersey 07306 201-***-**** ac73pb@r.postjobfree.com 2 P a g e

Guaranteed staff availability for extensive support to end users such as radiologist, physicians, residents, technologists on picture archiving and communication system (PACS), Powerscribe, Magview, and RIS application- related queries

Utilized appropriate systems, tools, and techniques in measuring project performance and reviewed deliverables implemented on TechDoc for quality and standard adherence

Carried out the deployment, installation, and configuration of newly-developed and customized software modules and integrated on Oracle database

Took charge of test plans for QA Team toward software deployment of TechDoc modules and analyzed corporate solutions and desktop products to guarantee test execution, entry, responses, and results

Organized bi-weekly meetings with radiologists, physicians, and technologists for seamless functioning of support and obtain new requirements

Acted as contact person for acceptance support and debugged post-delivery errors Jet Airways (India) Ltd., Mumbai, MH, India

Senior Production Support Engineer Sep 2006–Feb 2009

Administered 22 databases (Development & Production), executed regular monitoring, and managed space in databases

Conducted daily health check of all databases such as hit ratios, memory consumption per session, and data growth for sufficient space

Assumed accountability for the scheduling and implementation of logical backups of all databases on daily basis as well as cold backups of production databases on weekly basis

Use backup tool HP data protector in performing backups of all databases and SAP Systems as well as handling users profiles in SAP and creating and maintaining roles as per users profiles

Performed troubleshooting on SAP-related issues associated to printing, user locks, password policies, transports requests (changes in SAP) from development environment to testing environment and to production environment

Supervised remote users through Citrix environment and maintained technical documents in adherence to the International Organization for Standardization (ISO) standards

Directed the migration of databases from Oracle 8i to 9i and 10G Software Solutions Integrated (SSI), Mumbai, MH, India Technical Head Nov 1999–Aug 2006

Provided assistance in the planning and implementation of additions, deletions, and major modifications to the supporting regional infrastructure

Exemplified leadership skills in overseeing a team of 20 faculties and lab assistants as well as training new technical support and IT staff

Organized weekly meetings with faculties and lab assistants to ensure smooth functioning of the centre

Directed the development of team by ensuring that project tasks are in alignment with each faculty's career interests

Built and maintained vendor relationships and managed the purchase of hardware and software products PROFESSIONAL DEVELOPMENT

July 2018 PMI-PMP Certification

Jan 2018 EXIN Agile and Scrum Foundation EXIN Agile Scrum Master Dec 2017

June 2017

Prince2 Practitioner

Prince2 Foundation

Dec 2016 ITIL Foundation

Oct 2015 BWise 4.1.6 Certified Functional Administrator BWise 4.1.6 Certified Technical Administrator Nov 2008

Jul 2008

Feb 2008

Oracle Database 10g Administrator Certified Professional Oracle Database 9i Administrator Certified Professional Red Hat 133 System Administrator Training

Dec 2007

Mar 2007

Oracle Database 9i Administrator Certified Associate Oracle Application Server 10g R2

Feb 2000 Aptech Computer Education Advance Diploma in Software Engineering TECHNICAL ACUMEN

Platforms Windows Red Hat Linux SCO Unix Sun Solaris Languages C C++ Core Java Shell Programming Unix/Linux Python Scripting Databases MS-Access (2003 & 2007) Oracle 8i, 9i, 10g and 11g SQL Server (2005 & 2008 MongoDB Backup Tools HP Openview Storage Data Protector

Remote Admin Tool Citrix MetaFrame 4.0 and 4.5 SCCM Remote Desktop VPN Virtualization VMware

Reporting and GRC

Application

SAP Business Objects BWise GRC (Governance, Risk and Compliance) Suite Project Tools Atlassian Confluence Jira MS Project Sharepoint

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