Project Manager Customer Service

Pratip Dasgupta MBA, PMP, CSP, CSM, CSPO, SP, ITIL, CMMI

910-***-**** *******@*****.***

http://www.linkedin.com/in/pratipdasgupta

EXECUTIVE SUMMARY

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V Accomplished agile coach and scrum master having mentored and

transitioned organizational team by utilizing best practices. Focused and

highly motivated Project Manager with a proven track record of success in

implementing programs and projects utilizing PMP practices with fortune

500 clients in various industries including banking, financial services,

healthcare, supply chain and retail always exceeding customers'

expectations.

V Experienced process and technical specialist having Big 4 consulting

experience aligning business processes effectively with cutting-edge

technologies utilizing innovative solutions vision and technical

suaveness; fiscally responsible individual managing high-end budgets

seeking cost controlled results and P&L management.

V Proven record of excellent interpersonal skills in building long term and

enduring relationships; Effective communicator with executive, functional

and technical associates across various levels of organizations and

geographic-dispersed teams guiding to surpass established objectives and

outperforming in any position.

CORE COMPETENCY

SDLC Methodologies Change Management & Business Analysis, Budget

(Waterfall, Agile, RUP, Organization Strategy Management, P&L

Scrum, XP) Accountability

PMI,CMMI and ITIL Best Cross-functional Marketing, Pre-Sales and

Practices Leadership RFP

Risk Planning & Process & Product BI and Performance

Expectations Management Management Analytics

Business Process Cloud Computing

Reengineering

PMO Setup and Staff Quality Assurance & Training & Education

Augmentation Control

Vendor & Client Management Six Sigma & DMAIC Outsourcing and

Off-shoring

Contract Negotiation & Enterprise Package CMM and ISO Assessments

Compliance Implementation

Cost - Benefit Analysis Analysts Relations and Conflict Resolution

Alliances

SKILLS SUMMARY

Methodologies Waterfall, Agile, RUP, DMAIC, Scrum, XP, SAFe,

Kanban, TDD

Project Management Microsoft ProjectServer, Microsoft Office Suite

(including MS Project), Sharepoint, Box, Rational

Portfolio Manager, VersionOne, ScrumWorks,

X-Planner, Rational Team Concert, IBM JAZZ Tools,

Greenhopper

Change Management Tools Rational ClearQuest, Test Director

Requirements Management Rational Requisite Pro, Rational Requirement

Composer

Business Modeling Tools Rational Rose, Microsoft Visio

Prototyping Tools Visual Basic, Axure RP Pro, Expression Blend

Software Configuration Rational ClearCase, Microsoft Visual SourceSafe,

Management PVCS, SVN

Testing Tools Quality center, WinRunner, LoadRunner, JIRA

Operating Systems MS-Windows, MS-Vista, UNIX (AIX,HP-UX,

Sun-Solaris

Programming Languages C, Perl, HTML, Javascripts, XML, SQL, PL/SQL,

Databases MS-Access, Oracle, Sybase, DB2, MS-SQL Server

Software ILOG, SAP MDM, BW, i2, Manugistics, JDA, Business

Objects, Hyperion Essbase

ACHIEVEMENT HIGHLIGHTS

V Successfully transitioned organizations from Waterfall to Agile

Environment and Test Driven Design increasing the number of features

delivered per major release by 25% while at the same time saving the

company time and money by reducing the overhead costs by 15% and

increasing development productivity by 30%

V Set up a PMO and standardized processes for reducing project delivery

time by 15% thereby saving costs and improving the profit margin required

by the company for its next level of global expansion.

V Implemented solution for streamlining client on-boarding

experience(patented) leading to greater than 90% reduction in wet

signature requirements, 80% reduction in documentation reliance and 85%

reduction in authentication cycle time resulting in decrease in overall

cycle times leading to increased productivity, reduced costs, faster

revenue accrual and overall improvement in client experience adding to

operating margin.

V Directed an organizational realignment plan which was implemented by the

executive leadership to improve customer excellence by 10% within 90 days

of implementation.

V Re-implemented a critical project bringing it to a successful close after

being over in terms of both budget and time with minimal subsequent loss

and resulting in the softening of the negative press release by the high

profile customer and the basis of the settlement of the civil action

suit.

V Delivered a wide range of successful projects having team size of 15+

FTEs and budgets of USD 5 MM.

V Created cost savings of 30% by leading an off-shoring initiative focusing

on development activities from USA to India

V Championed new product launches resulting in USD 8 MM of new sales and

negotiated strategic partnerships that produced revenue streams of USD 12

MM.

V Orchestrated projects to improve operational efficiencies by 8% and cost

savings of USD 6 MM and implemented best practices to improve customer

satisfaction by 150 basis points.

V Championed an organization to move to cmmi level 2 maturity leading to

process efficiencies of 20% and increased sales by 15% within 6 months of

the certification. Also participated as the ATM in the appraisal process

PROJECT HIGHLIGHTS

Tiaa-Cref, Charlotte, NC

Sep 13 - Present Scrum

Master and Scrum Coach

Tiaa-Cref is a fortune 100 financial services company that is the leading

retirement provider for people who work in the academic, research, medical

and cultural fields. I was hired by the development manager of the Model T

initiative as a scrum master and scrum coach. As a scrum master, I was

leading 2 scrum teams (initiate and manage) and I participated in all the

scrum ceremonies including release and sprint planning, standups, review

and retrospectives and the scrum of scrums call. I was also responsible for

resource allocations and balancing demand and capacity. IAs a scrum coach I

was also mentoring other scrum masters and created various process

improvement initiatives which was readily accepted and implemented by

management. I implemented other agile practices like Kanban, Continuous

integration and automated testing. Conducted training workshops from

management to Individual contributors on agile and scrum processes. I also

created the agile dashboard which was used by senior management on a daily

basis in decision making.

Blue Cross Blue Shield i NC, Durham, NC

Oct 12 - Sep 13 Project Manager /

Scrum Master

Blue Cross and Blue Shield of North Carolina (BCBSNC) and Blue Cross and

Blue Shield of Kansas City (BCBSKC) collaborated to create Topaz to

position the companies to meet the new market demands required by a fast-

changing health insurance landscape. As part of the initiative, I was

working with North Carolina Topaz Integration office as a Scrum Master for

all the portal teams implementing Scaled Agile Framework (SAFe) for

multiple PSIs. I was also an active representative of the product council

meetings, Scrum of scrums and collaborated in Agile coaching for NCTIO and

conducted scrum training. I Created and mentored other agile process

initiatives like Kanban and XP. Additional responsibilities included

project cost estimation and forecasting, tracking actuals and reporting of

project financials to management and interacted with the PMO for all

aspects of project governance.

Demandware, Boston, MA

Mar 11 - Oct 12 Agile Coach/Scrum Master,

Engineering

Demandware provides software as a service e-commerce solutions. As part of

its recent IPO and ongoing productivity initiatives, I was directly hired

by the CTO to function as the Agile coach for its software engineering

division to transition the company from waterfall to scrum methodology.

This involves creation and implementation of the transition roadmap and

development of scrum best practices along with other agile practices like

Kanban, XP and Lean Programming. I conducted various training workshop on

scrum practices vertically in the organization. Additional responsibilities

include serving as Scrum master for the different scrum teams leading the

sprint planning, daily stand ups, backlog grooming, review and

retrospective and mentoring other scrum masters for successful sprints.

Bank of America, Charlotte, NC

Apr 09 - Mar 11

VP, Bus - Tech Integration Sr. Project Manager

Project manager in the Global Fulfillment Solution Initiative(GFSI) which

serves as the bank's global platform for the origination, fulfillment and

the implementation of all treasury, depository and credit products

globally. Primary focus was on implementation and change management of

treasury products and services including Wires, ACH, CashPro Online and

involved BPR including STP, MSA introduction and cycle time reductions and

adherence to compliance and regulatory requirements. Introduced agile in

the project development and carried out the functions of the scrum master.

Also managed all aspects of the project from initiation to closure

following PMI best practices.

Orchard Supply Hardware, San Jose, CA

Aug 08 - Feb 09

Sr. Project Manager

Orchard Supply hardware is a California specialty home improvements

retailer and in 2008 began their revamp of their supply chain operations

including simultaneous upgrade and implementation of additional supply

chain software. I was part of the core project management team directly

involved in all stages of the SDLC for the successful implementation of the

first release of the demand management module.

Bank of America, Tustin, CA

Feb 08 - Aug 08

Project Manager

Bank of America agreed to buy Lasalle bank from ABN Amro in late 2007. As

part of the acquisition, I was directly involved in the migration of

Lasalle bank's data center to Bank of America's data center. The migration

is intended to standardize Lasalle bank's system to the Bank of America's

standard and improve the overall support and maintenance of the combined

bank's systems.

Morgan Stanley, New York, NY

Nov 06 - Jan 08

Project Manager

As a project manager, I was tasked with the expansion of the existing

solution to Pre-Fill Forms for opening personal Active Assets Accounts

(AAA) and IRA Accounts for high net worth individuals. This was part of

Morgan Stanley GWMG's Client on-boarding experience for Clients, Financial

Advisors (FAs), Client Service Associates (CSAs), Branch Managers, and

Operations Personnel yielding significant tangible and non-tangible

benefits.

Surgical Information Systems, Atlanta, GA

Jun 05 - Jan 06

Internship; Senior Consultant - Product Management & Marketing

I was recruited by the Executive Vice President of Business Development and

Marketing to work on critical projects in line with the overall vision of

the organization. Orchestrated the successful implementation of programs

and credited with the successful delivery of projects within budget and

time constraints without compromising customer service or quality.

Panasonic Consumer Electronic Company, Secaucus, NJ

Dec 02 - Aug 04

Performance Manager - Supply Chain Management Division

Designed and implemented programs to enhance the performance of the

Panasonic supply chain. Identified bottlenecks and came up with effective

solutions to address the same. Responsible for leading cross functional

teams for delivery of high impact projects involving Operational planning &

execution and Customer Satisfactions score card metrics.

JDA Software (formerly i2 Technologies), Dallas, TX

Nov 98 - Dec 02

Product Manager - Supply Chain Operations SBU

Hired as a senior consultant in Professional services primarily involved in

managing software implementation projects; promoted through a series of

increasingly responsible management positions ahead of peer group based on

consistent contribution to improved operating results. Active involved in

Solution marketing, strategic alliance development, responding to RFI s and

RFPs and supporting Pre sales, sales, professional services and customer

support organizations.

Ernst & Young LLP; New York, NY

Aug 96 - Nov 98 Consultant - Professional Services

Organization

Responsible for the execution of the assigned SDLC processes which included

requirement gathering, conducting JAD sessions, data analysis, design,

development, quality control, acceptance testing and training end user

clients. Actively worked with clients to understand business priorities and

then translate them into a technical solution and helped develop and then

deliver the solution to the clients' satisfaction.

EDUCATION

GOIZUETA BUSINESS SCHOOL, EMORY UNIVERSITY, Atlanta, GA

Dean's List, MBA, 2006, Concentration in Strategy and Finance

Consulting club and Finance club; TA for Organization and Management

MANIPAL INSTITUTE OF TECHNOLOGY, Manipal, India

Graduated top 5% of class in Bachelor of Mechanical Engineering, June 1996

Elected Class President, MAHE National Talent Scholarship - Full tuition

waiver

ADDITIONAL INFORMATION

V Certified PMP from PMI, CSM, CSPO, CSP from Scrum Alliance, SAFe

Practitioner from Scaled Agile Academy, ITILV3F from The Cabinet Office

and Introduction to CMMI by SEI

V Active member of PMI, Scrum Alliance, ASQ, IIBA and AFP.

V Recipient of the "Client impact Award" at i2 for excellent client

management skills in 2000.

V US Citizen. [pic]

Over 15 years of progressive project management experience in both

conventional and agile methodology in delivering business value by merging

technological understanding with proven leadership, entrepreneurial vision

and relationship management expertise for achieving corporate goals and

creating revenue growth, productivity enhancement and quality improvement

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