Project Manager Engineer

RENU KUMAR

Pleasanton, CA • 925-***-**** • **********@*****.***

SUMMARY

SENIOR TECHNICAL AND PRODUCT SUPPORT MANAGER WITH EXTENSIVE EXPERIENCE IN WORKING FOR ENTERPRISE

AND START-UP COMPANIES. EXPERTISE INCLUDES HIRING, DIRECTING, LEADING, AND MENTORING TEAMS OF

DEVELOPERS AND SUPPORT ENGINEERS. PROVEN ABILITIES IN ESTABLISHING AND MAINTAINING WORLD-CLASS

SUPPORT ORGANIZATION AND SUSTAINING ENGINEERING TEAMS THAT ARE GOAL ORIENTED AND RESULT DRIVEN.

CLIENT FOCUSED LEADER WHO BUILDS STRONG INTERNAL PARTNERSHIPS TO FACILITATE ON-TIME DELIVERY OF

QUALITY RESOLUTION RESULTING IN INCREASED CLIENT SATISFACTION AND UPSELL OPPORTUNITIES.

KEY SKILLS

• Twelve plus years of supporting and managing Enterprise applications, Software as a Service

(SaaS), on private cloud and working with customers on escalations resulting in faster

resolution and improved client satisfaction and increased customer reference ability.

• Seven plus years of "full-life-cycle" software development experience and lead production

escalations and enhancements to successful and on-time resolution.

• Hands-on technical leader with vision and passion for delivering quality solution and excellent

customer support and services to clients.

• Excellent problem solving, analytical and Client Management skills with drive for providing

excellent Customer Service.

• Work with Product Management on enhancements functionality, usability, and scalability.

• Work with Implementation and Professional Services Teams in ensuring successful go-live

and positive post-production experience.

• Proficient in NoSQL Database: Apache Cassandra, Hapdoop, Solar, and BigData.

PROFESSIONAL EXPERIENCE

Intercare Holdings Inc., Rocklin, CA 09/2013 – Present

Technical Account and Project Manager - IT Services (Part-time: contract)

• Provide technical oversight and implement custom features using iVOS, the flagship product

of Aon eSolutions on single platform that encompasses claims management, medical bill

review, policy underwriting, billing, payments, event management, vendor management, and

other related insurance functions for multiple lines of insurance, for administrating claims for

30 plus independent clients.

• Provide end-user operational support: build custom reports, implement security changes,

and manage ICD10 migration project for multiple BillReivew vendors and CMS. Implement

Document Imaging and Distribution job features within iVOS for increasing productivity.

Aon eSolutions, San Ramon, CA 07/2007 – 09/2013

Senior Manager - Product & Technical, Global Client Services and Support (2+ years)

Manager - Product & Technical, Global Client Services and Support (4 years)

• Hands-on Manager for a team of ten Analysts/Engineers responsible for supporting three

major SaaS, hosted, and self-hosted Claim and Risk Management Applications (iVOS,

RiskConsole, and Mitchell Medical BillReview) with focus on increasing client satisfaction

through delivering quality on-time resolution while meeting established SLA.

• Managed 24x7 Global Support operations and responsible for 99.9% application uptime for

single and multi-tenant hosted clients on private Risk Cloud for 500 plus Enterprise, Mid-Size

and Small clients.

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• Improved Application Performance and slowness using DynaTrace, Heap Analyzer, HTTP

Watch, Charles, Explain Plan and SQL Profiler and implemented configuration and database

changes.

• Built strong relationships with internal stakeholders (Development, QA, Account Managers,

Implementation Managers, Release Managers, and Professional Services) in delivering on-

time quality solutions resulting in increased client satisfaction.

• Project Manager for Test and Production Upgrades for Hosted/Self-Hosted clients across

multiple platforms (Windows, Linux, and Websphere).

• Worked with Product Development/Management Teams in prioritization and implementation

of stories while ensuring software scalability and reliability following Agile Scrum

Development Methodology.

• Implemented process and procedures for effectively managing parallel escalations and

increasing team’s productivity. Managed team’s workload and drive custom projects to

completion while meeting yearly qualitative and quantitative performance goals.

• Published KPIs on support related tasks and activities using Salesforce.com for executive

teams and identify support patterns, trends and analysis and participated in Sales and

Account Review meetings with Executive Teams and clients and receive first-hand feedback

and compliments.

Model N, Redwood Shores, CA 10/2002 – 07/2007

Manager, Product and Technical Support Services (2+ years)

Principal Support Engineer, Product and Technical Support Services (2 year)

• Led team of 16 engineers in supporting and implementing enhancements for Contract &

Pricing, Medicaid, and Government Pricing Enterprise Applications.

• Worked with Product Managers and Engineering Teams to define and enhance the Revenue

Management application suite for the Life Science industry.

• Established and managed on-shore and off-shore teams. Built team of 10 on-shore and 6

off-shore developers in India specialized in supporting and implementing customizations,

resulting in lower costs and high quality.

• Established Support Team from ground up by hiring, training, establishing process and

procedures for effectively supporting increasing client go-live. Implemented Salesforce.com

CRM for Case Management and managing Support SLA.

• Worked with Architects in providing quicker resolutions for challenging production issues and

effectively managed escalations. Built strong business relationships with client to strengthen

the partnerships resulting in improved client satisfaction and upsell opportunities. Participated

in pre-sale calls with potential clients and partners.

Palm & Conversal, Santa Clara, CA 08/2001 – 09/2002

Senior Software Engineer, Product Development

Implemented Java J2EE Enterprise Application for document management system. Worked on

Requirements gathering, Functional Specification, Process Flow, and Architecture including

hardware, software, database, and user interface design.

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Portera Systems, Campbell, CA 10/1999 - 07/2001

Software Engineer, Product Development

Resource Manager and Time & Expense Module for Professional Services: Responsible for full

development life cycle that included requirements gathering, functional analysis, database

design, user-interface design and software design & development, implementation, and testing of

n-tier client-server Java J2EE Enterprise application.

Software Tools and Expertise

Java/J2EE • NoSQL• Oracle • SQL Server • Linux (RHEL, CentOS & Ubuntu) • Windows

Google Apps for Business (Gmail, Google Hangouts, Google Docs) • GitHub • HipChat

HTTP Watch • Charles • Compuware DynaTrace • Salesforce.com • SVN • Perforce • Jira

Education

MS Software Engineering San Jose State University, San Jose, CA

BS Computer Engineering San Jose State University, San Jose, CA

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