Project Manager Customer Service

CAREER PROFILE

Project Manager with over ** years of IT experience in software industry,

with intensive experience in Financial Services, Retail Banking and

Automobile domains. Proven expertise in managing projects with outstanding

planning, execution & monitoring skills to ensure schedule, cost, and

quality goals.

o Project management experience/knowledge, with ability to drive

projects from beginning to successful completion.

o Certified Scrum Product Owner.

o Certified Scrum Master

o Certified in Project Management.

o 10+ years of experience in Financial Services domain - Investment

Banking.

o Excellent communication skills, precise documentation experience, and

the leadership ability to work with a large team covering multiple

areas and disciplines supporting the IT organization.

o Strong Knowledge and experience on the phases of Software Development

Life Cycle. (SDLC) and various application development Methodologies.

o As a manager, handled each of the human resources disciplines -

compensation and benefits, training and development, employee

relations and recruitment and selection.

o Strong analytical, problem-solving, prioritization, decision-making

and conflict resolution skills.

o Experienced in handling both production support and development

projects.

o Have handled 24*7 global projects, which involve multi regional and

multicultural teams.

o Prior experience interfacing with cross-functional teams including

various partners, vendors, offshore development teams, and internal

groups.

o Very sound technical skills.

o Proficient in Risk Management (Risk Assessment and Mitigation Skills).

o Proficient in Contingency Planning.

o Proven ability to take on multiple assignments.

o Experience in handling acquisitions and take-overs.

o Very sound mentoring skills.

o Adapt and adhere to company standards and culture.

o Authorized to work in U.S.A (Green-Card holder).

EDUCATION

Master of Computer Science(M.Sc)

Bachelor of Computer Science(B.Sc)

Certified Scrum Product Owner

Certified Scrum Master

Certified in Project Management (PROMPT)

Certified Six Sigma Green Belt Professional

Certified in GPMF (Global Project Management Frameworks)

TECHNICAL SUMMARY

As a Project Manager, have managed Java, Mainframe, Documentum-Content

Management, Unix, Client Server - Legacy Projects.

Software: Documentum-Content Management, Visual Basic, Power Builder,

Core Java

Databases: Oracle, Sybase, SQL Server

Tools: MS Project, MS Office, Autosys, JIRA, REMEDY

Languages: C, Perl

Operating Systems: UNIX, Windows

Job Title History

Organization: Computer Sciences Corporation June 2000 - Feb

2012

Designation: PROJECT MANAGER

Organization: BHARAT OVERSEAS BANK Ltd. Sep 1998 - June 2000

Designation: SYSTEMS OFFICER

PROFESSIONAL EXPERIENCE SUMMARY

CSC Client -Chrysler - PentaSAP

Mar 2011 - Feb 2012

As a project Manager, managed the PentaSAP project, which was initiated by

Chrysler after having alliance with FIAT.

The customer objectives for initiating the project are to "Leverage Fiat /

Chrysler Automotive Business Synergies, Drive Business Efficiency,

Effectiveness, Integration, and Compliance. Improve Business Insight and

Decision Making Capabilities. Position Business for Growth and Change.

Establish IT as an Enterprise-wide Strategic Enabler."

Project covers the business aspects of Chrysler and FIAT alliance "PentaSAP

Program Conversion, PentaSAP Program Change, PentaSAP Data

conversion,PentaSAP Reporting".

Environment: Mainframe, Client Server, J2EE, SAP and ESSBASE.

Roles and responsibilities

o As a Project Manager, I was responsible for end to end planning and

successful completion of the project.

o Develop project plans, methodologies, schedule and work breakdown

structure for projects.

o Complete responsible for SDLC Phases.

o Plan and frame, ramp up and ramp down of the teams.

o Define goals and deliverables in support of business goals and work

with senior leadership and stakeholders.

o Configuration manager for the project.

o Track and Monitor the progress of the project.

o Prepared weekly status reports, summary reports for executive

management and conducting daily & weekly meetings

o Responsible for the personal development of the team, setting

objectives, writing appraisals, 1-1s, Individual Development Plans for

direct reports.

o In Charge of Resources Client billing

CSC Client -Merrill Lynch - IDS - Integrated Documentation Suite

Mar 2005 - Mar 2010

IDS is the high profile and high Visibility project for Merrill.

The Integrated Documentation Suite will provide a more robust and flexible

framework for documentation processing. IDS will provide a more streamlined

and efficient set of processing tools, housed in a single point-of-access

application, which can be used by all individuals involved in the

Documentation workflow process.

Users interact with the system via a web front-end. The front end of IDS

was built by extending Documentum's web-based client, Webtop. The front

end also utilizes features from the Documentum WDK (Web Development

Toolkit) upon which Webtop is built. The front-end also interacts with the

faxing/automation and eContent server.

Environment: W2K Advanced Server, BEA Weblogic 7.0 SP3, Documentum Webtop

5.2.5 with Jdk131_06 and DFC 5.2.5

Documentum Content Rendition Services 5.2.5, GhostScript 8.14

As a Project Manager, I was responsible for Production support, maintenance

and enhancement activities of the support team.

Roles and responsibilities also includes the below

o Ensure that the Service Level Agreement is met with no variance.

o Manage and develop customer service processes and procedures to ensure

consistent customer service, customer satisfaction, and improve

operational efficiency.

o Preparing Project Plan which includes Project Methodologies, Risk

Management, Quality Management, Contingency Management, Resource

Management, Scheduling and billing aspects as well.

o Act as a liaison between business team, technology team and end users

(traders and marketers)

o in the analysis, design, configuration, testing and maintenance

to ensure optimal operational performance.

o Automation.

o Implementing the improvement processes.

o Responsible for the accurate reporting of metrics, and ensuring the

accuracy and integrity of all data used in customer service related

statistical analyses.

o Have handled Onsite project Manager role

o SQA Lead for the entire engagement.

o Coordinate the Quarterly Audits / IS&P Audits and surprise internal

audits and ensuring projects are compliant with all Audit/Regulatory

requirements e.g. SOX Certification

o Root Cause Analysis and publishing the same to the client and

associated implement of required changes

o Status and various reports and conduction meetings with different

stakeholders.

CSC Client -Merrill Lynch - FINMAN, BUCS QA, BUCS, TODCARS, TRADESHISTORY

Nov 2000 - Sep 2004

Finance Manager system (FinMan) is a financial management system, which

facilitates the Derivatives Finance team to generate Profit and Loss (P&L)

on a daily basis.

The Business Unit Control System (BUCS) has been designed to provide

automation of the Business Unit Controller's function and to providing a

common platform for P&L production within a tightly controlled environment.

TODCARS is the Treasury Operations Deal Capture and Reconciliation System.

TODCARS supports the deal types; payments, preadvices and FX outrights.

Trades History is an information repository and reporting tool which is the

key reporting system that supports Debt Operations.

Environment: Visual Basic, PowerBuilder, Oracle, Sybase, SQL Server

Unix Shell Scripting, Perl,Autosys in Unix Environment

As a Project Lead, I was responsible for Production support, maintenance

and enhancement activities of the support team.

Roles and responsibilities also includes the below

o Enhancement, Maintenance, Production support, Batch Monitoring,

Responding to business Queries.

o QA activities, Release Check and Signoff.

o Managing the Release and handling post release issues if any.

o Automation.

o Preparing and publishing business status reports, presenting weekly

reports and management reports.

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