Manager Customer

Hanish Garg

Charlotte, NC Email: **********@*****.*** Phone: 704-***-**** linkedin.com/in/hanishgarg/

SUMMARY

Experienced in designing, delivering, architecting technology systems, projects (multi-million dollars) in Front End, Middleware and Back End technologies. Skilled at delivering High Performing, Secure End-to-End Infrastructure solutions. Planned and Executed Agile Transformations for teams. Delivered one of the best and famous Financial Conversational Chat Bot using AI/ML technologies to 35MM+ Customers. Built strong relationships with Business, Vendors, Internal and External teams. Implemented mission critical MDM(Master Data Management) across the enterprise. Hired and mentored high performing resources. Strong collaboration skills, effective cross-functional team communication. Experienced at managing Risk, Compliance and Audit activities. Led high performing production teams for Critical Applications.

Keywords to describe – Professional, Passionate, Motivated, Proactive, Influential, Detail Oriented, Innovative, Problem Solver, Analytical, Problem Solving, Decision Making Skills, Executive Presence, Courageous, Team Player, Self-Starter, Diligent, Creative, Consistent, Enthusiastic, Methodical, Productive

Technologies

Tools – SVN, Bitbucket, RSA Archer, Perforce, GIT, Splunk, SharePoint, Eclipse, IntelliJ, Tableau, Visio, Rally, JIRA.

Programming – JAVA, J2EE, Groovy, Struts, Spring MVC, C/C++, HTML, JS, CSS, REST, SOAP, Microservices, JMS, Amazon (AWS) (High Level), Apache Solr.

Databases – DB2, Cassandra, Oracle, Hadoop (High Level), Apache Solr.

Products Implemented – ZELLE, Digital wallets, P2P Transfers, Remote Check Deposits, Bill Pay, Account opening, Sales, Customer and Account Data, Chat Bots, AML KYC.

PROFESSIONAL EXPERIENCE

Bank of America Corporation (Charlotte, NC, USA) Jan 2008 – Present

SVP, Senior Tech Manager (ERICA - ECOMM) Dec 2017 – Present

Delivery and Solution Architecture

oLed delivery of Financial Conversational Chat Bot using AI/ML with Spring Java. Successfully achieved rollout to 35 MM+ customers.

oPlanned strategies to promote Chat Bot across the enterprise - IVR, Online Banking, SMS Banking.

oDelivered technology solutions meeting architectural, infrastructure, performance and capacity requirements.

oDesigned the API strategy (REST and Microservices) across group.

oCollaborated with Business to plan the roadmap.

oWorked with Hadoop systems to create and provide conversation data.

oHired and led resources for Agile Transformation.

Risk and Compliance

oLed Risk, Compliance, Internal and External Audit processes and activities and achieved ZERO audit issues. Worked closely on MRA and OCC requirements. Conducted Internal audit and risk assessments.

oConducted internal audits to identify opportunities for improvement and helped maintain high risk standards.

oBuilt Risk culture with risk identification, strategy, appetite, control and mitigation.

oReviewed different Risk tools and imparted required risk awareness trainings to teams

Production

oDaily executive reporting to Business and Technology Exec’s on product’s features and customer rollout.

oManaged production, datacenter deployment strategy, monitoring, root cause analysis, resolution, application resiliency, performance and capacity analysis for ERICA

oDefined processes for production issue intake, communication, triage, and resolution.

oReduced production issues, incidents, errors, warnings, negative responses, NPIs to lowest numbers within a short timeframe.

oBuilt production monitoring dashboards, alerts, reports(Tableau).

oImparted security, ADSF, concepts to teams and reduced Security Issues overall by 30%

Awards

oReceived Platinum Award for achieving successful design, delivery and execution of strategy

oRisk Champion of the team

oThese applications received highest recognition in customer satisfaction and experience for retail banking advice in the J.D. Power 2019 U.S. Retail Banking Advice StudySM

SVP, Senior Tech Manager (Online Website/Mobile App) Feb 2013 – Dec 2017

Delivery and Solution Architecture

oLed Agile Transformation for team of 85 resources

oStrategized UI and middle-tier design pattern with Responsive SPA(Single Page Application), client side rendered UI and REST API/Services architecture to simplify page rendering and high-performance website. Added Games to Website.

oLed design, delivery, architecture, resiliency of Customer Functions, Transfers and Payments (Bill Pay, Wallets, Remote Check Deposits) for Online and Mobile Banking.

oExtensive experience with current functionalities– ZELLE, Remote Check Deposits, Payments processing, P2P payments

oStreamlined processes to improve delivery efficiency.

oStrategized Omni channel (contact centers and banking centers) solutions to provide common code across multiple channels saving infrastructure, technology and resource costs.

oDesigned and delivered the strategic services (APIs – SOAP and REST) used across Online, Mobile and Mobile Web channels.

oChampioned Web Security concepts and reduced Security Issues overall by 85%

oExtensive experience in SDLC in both Waterfall and Agile methodologies.

Production

oSuccessfully reduced approx. 1200 production issues, errors in short timeframe and brought app management concepts to organization. This resulted in several success awards for the team.

oReduced errors by 85% and brought production issues to ZERO.

oWeekly reporting to Digital Exec on Production and progress towards the goal.

Risk and Compliance

oPartnered with external and internal auditors to resolve audit and compliance issues.

oConducted internal audits to identify opportunities for improvement and helped maintain high risk standards.

oFostered Risk culture with risk identification, strategy, appetite, control and mitigation.

Workstreams

oMotivated the team to be #1 Innovative team for 3 years with highest # of Ideas submitted and deployed.

oMentored the team to be #1 Web Security awareness across space – identification and resolution of issues.

oCoached the team to deliver the best code with utmost quality in all metrics.

Awards

oReceived multiple Platinum Awards for achieving successful design, delivery and execution.

oBank of America became the first financial services company to be J.D. Power-certified for providing “An Outstanding Customer Experience” in its mobile app and online banking.

Application Manager, Customer Systems October 2008 – Feb 2013

Delivery and Solution Architecture

oLed design, delivery of mission critical system (WCC/MDM) containing customer, accounts and services of customer. Over 200 TPS transactions. Approx. 150 MM customers, 450 MM customer to Accounts, 150 MM services.

oDesigned and delivered key strategic services(APIs) servicing above data needs. Location Management, Indicators, Address standardization and Customer Information update.

oDesigned, connected with FIS (Fidelity Information Services) APIs (SOAP and REST) and services for Bank’s Interact System.

oLed consolidation of 5 databases to 1 strategic database – huge technology, infrastructure cost savings.

oIdentified key data quality metrices and Led the effort on Data Quality improvement and metrics.

oCreated executive reporting showcasing Data quality improvement progress.

oLed a multi-million-dollar effort managing Bank of America’s Customer’s, their accounts and services.

oManaged team of 25 resources.

oResponsibilities included projects planning and execution, process improvement, team management, risk management.

oLed resolution of the issues raised by corporate audit group.

Production

oAchieved the very critical goal of “Triple No” – No Defects in Test, No Production Tickets, No Errors in 1/4th of timeframe allotted

oIdentified and improved inefficient processes and resource alignment to gain approx 3 MM annual savings.

Awards

oAnchored one of the biggest IBM MDM Upgrade – IBM awarded “Exemplary Award”

oReceived 2009 “Reliable Basics Award” for accomplishments of me and my team from executive management.

oAlso, received, Bank of America Spirit Awards for Outstanding Leadership & tremendous improvements in processes from executive management.

Systems Consultant, May 2007 - October 2008

Delivery

oManaged critical projects such as Bank of America – LaSalle merger and Retirement of Multiple Customer Systems by providing technology savy solutions.

oSuccessful implementation of the above projects reduced the cost of operations by 5 MM

oLed resolution of the issues raised by corporate audit group.

oReviewed designs and provided strategic solutions for the business requirements.

oIdentified the training requirements and mentored the associates to increase their productivity.

Awards

oReceived two Bank of America Medallion awards for consecutive quarters for outstanding teamwork and flawless implementation of projects.

oReceived several spirit cards praising my performance and successful execution of complicated tasks.

oReceived 4000 Spirit points for showing commitment to excellence in complex projects.

Infosys Technologies Limited (Charlotte, NC, USA) July 2002 – May 2007

Systems Analyst July 2002 – April 2007

Delivery

oContributed to growth for Infosys by providing best possible solutions and successful implementation of projects for Client (Bank of America).

oHandled key projects such as Bank of America - MBNA merger making BAC the largest credit card issuer in terms of balances ($140 billion).

oAssisted Client managers to examine inefficient processes and helped in refinement of those processes.

oStrong analytical skills, helped design solutions and guided team members.

oHandled key projects such as Money transfers between accounts, Bank of America – Fleet merger making BAC the second largest bank in US in terms of asset ($937 billion). Developed architecturally sound solutions for BAC – Fleet merger.

oContributed in design and development of estimation model for Infosys’s biggest client (Bank of America). This model is being used in several systems for efficient estimations.

oManaged distribution of effort between onshore and offshore teams.

Awards

oReceived “Most Valuable Player” award for exemplary leadership, team management, process improvement and flawless Project implementation.

oReceived Spirit cards from client managers on standardization of processes and helping team to complete the tasks for Funds Transfer project.

EDUCATION

Punjab Engineering College, Chandigarh, India

Degree in Bachelor of Engineering, Mechanical

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