PROFESSIONAL SUMMARY

Result-oriented, self-starter and reliable with a proven track record of successful implementation with 8 plus years’ experience in managing multiple implementation projects simultaneously such as AWS migration, Retail Banking Implementation, LMS Implementation. Worked as a Service Delivery Manager where the main focus on managing client accounts, software releases, patches, defects, enhancement, code review, license renewal and managing incident via HP Service Mgr. & Jira within agreed SLA’s. Aggressively involved in retaining client using their feedback such as “Survey Monkey." Constant improving implementation process and product enhancement based on client’s feedback. Actively engage with the internal team on product development, enhancement and testing.

EXPERIENCE

COX Auto Inc Service Delivery Manager 10/24-Pre

Manage review and approves software release upgrade fixes and enhancement and emergency deployment such as such as (documentation, logs, install plan, blackout plans, & codes). Review QA results mitigate financial impact prior to production deployment. Act as point of contact between client and infrastructure team.

Tool use to manage and monitor are (HP ALM, Oracle Service Now, MOS & Jira)

Responsibilities:

Manage the Change and Release process including facilitating the Change Advisory Board (CAB).

Apply SDLC process to production using agile methodology.

Provide management reporting on all activities within the enterprise including change management, release management, and problem and incident management, and any other reporting requirements as required by the organization.

Managed all emergencies, monthly release, fixes, and upgrade by reviewing and scheduling using ALM & SNOW management system.

Maintained incident and problem management using the Oracle, HP ALM, SNOW application.

Streamlined reporting and automated change identification system that helped with mitigating risk to the division.

CMO Compliance Software Atlanta, Ga Implementation Specialist (SaaS) 04/16-08/16

Perform project management and implementation duties for one of the fastest-growing Compliance Managements worldwide. Work on both customer-oriented and internal development projects with various management strategies as well as direct, hands-on system configuration

Responsibilities:

Oversaw new and existing client implementation and support activities for CMO resource management software.

Managed multiple complex web-based software implementation projects using agile methodology while exceeding service levels.

Conducted onsite or virtual business process review sessions to gather and document requirements for the implementation.

Managed project life cycle and budget using various tools (MS Project, Clarity & Jira).

Assembles appropriate team to meet and exceed project expectations.

Onsite travel to customer’s facility 30-40% for end users training.

Participated in product development activities, including testing (verification/validation, UAT, Release, Patches & Enhancement) using SDLC approach.

Manage project issues and tracking via Jira/HP Service Manager.

Pay close attention to project risk and mitigating with the best solution.

Heavy front-end configuration includes portal branding, (via html & css) uploading database & data feed automating (via xml configuration) & SSO configuration.

Infor Software Solution, Roslyn NY Implementation Specialist (SaaS) 03/13-04/16

Direct and coordinate overall client implementation. Plan to ensure client is provided with guidance on recommended modifications to establish the implementation plan. Determine potential issues/opportunities during project and perform real-time analysis to ensure project completion within time and budget constraints. Facilitate training for clients on software utilization and continuously modify training delivery and curriculum real time to meet clients' unique needs. Proactively respond to complex and varied situation by utilizing experience to determine appropriate support alternative.

Responsibilities

Participates as key member of the sales presentation team for large national accounts.

Gather and review requirements prior to AWS migration

Develops, project plans, and organizes cross functional teams the hosting site to new environment

Coordinate all the setting and portal updates and smoke test with post aws migration.

Customize implementation in order to meet client requirements such as (portal branding, DNS redirection, setting up ftp/sftp, creating custom reports, Database manipulation, writing SQL query to search & update records, configuring SSO within the system)

Provides appropriate system demonstrations and training.

Develop account reviews for company leadership and provide weekly status updates for client advocacy.

Act as liaison between departments and the customer where escalation of critical service issues is required.

Responsible of allocation resource and assigned task and tracking them against each task of the project in clarity.

Monitoring implementation completed milestone mitigating risk, roadblocks providing a weekly status report.

Working with internal senior developer and senior product manager for any customization request, bugs patches, enhancement and track them using (Jira/HP Service Manager).

Part of the QA team for testing functionality, fixes prior to the implementation.

Responsible for product training (onsite/virtual)

Blackwell Global (State Farm) Bloomington, IL Implementation Coordinator 02/12-03/13

Worked with the project managers to ensure that project deliverables such as project tasks, activities, and issues, day-to-day executions of project plans, review & updates of the work plan are addressed and communicated to management & project teams.

Responsibilities:

Develop and manage project plans, overseeing all tasks of execution on test and production.

Coordinate post-startup activities with the internal offshore team (i.e. data gathering, scripting, environmental configuration, execution and reviewing process.)

Escalate issues with maintaining the rollout schedule, as needed, and manage to closure.

Built Windows VM’s to test windows client/server based application.

Enter and maintain DB of known test defects in HP Management System.

Design workflow process and create test scripts, monitor in (HP Service Manager).

Document software defect using HP Management System.

Monitor bug resolution and track success using HP Service Manager.

Morrison Consultant, (Department Of Education) Project Manager 03/11-02/12

Manage the implementation team of 25 and prioritize their tasks in accordance with the project plan using waterfall methodology. Responsible for analysis, design and implementation of interface, utility and mapping software, sales support, creation of statements of work and sales quotes. Gathered customer requirements, troubleshooting, managed development and support teams and performed troubleshooting.

Responsibilities:

Developed training programs for end users that resulted in improved customer experience and increased sales or revenues by 55%.

Developed demo and presentation of products for internal and external management, including C-level suite.

Led efforts in development of software applications to implement customer requirements.

Organizes and guides project operations throughout the project.

Creates and executes project work plans and timelines and revises as appropriate to meet changing needs and requirements.

Identifies resources needed and works with functions to assign individual responsibilities.

Effectively communicates relevant project information to brand team.

Manages applicable technology and quality assurance of an assigned project.

Manages full lifecycle of project and ensures each aspect of the project is completed.

Conveys project changes and updates to appropriate team members.

Facilitates team and client meetings to review work.

Prepares regular status reports and distributes internally and externally if necessary.

Holds regular status meeting with the clients.

Manages project budget and tracks and reports costs and expenses.

Citigroup Melville, NY Application Support Manager 11/10-3/11

Worked as an Application Support Manager mainly focus on managing SSO and Onboarding application include (UAT, Smoke Test, Load Test, & Open Ports Vulnerability Test)

Responsibilities:

Plan, schedule, coordinate, and manage maintenance Talent Management software for on-boarding process.

Managed intensive software testing with hosting company to identify and open ports vulnerable to hackers

Lead and coordinate the go-live activities for maintenance releases, including the execution of the deployment plans and checklists.

Communicate release details and schedules to the business.

Provide periodic operational reports.

Work supportively and collaboratively with internal teams, such as IT Service Desk, Technical Teams and IT Training.

Outsourcing teams on high severity issues.

Meet and discuss with end users to assess their business needs and requirements.

Use established best practices to ensure efficient handling of production incidents.

BNY Mellon (Formerly known as Mellon Bank),Miami FL Application Support/Desktop Manager 08/00-08/10

Managed helpdesk support structure, creating, monitoring and insuring completion of helpdesk support work orders for large (500+ users) multi-location financial industries via automated ticketing system, averaging over 300 new work orders per week.

Responsibilities

Planned, coordinated and supervised technology deployment projects, moves, and roll-outs.

Provided local and remote technical support for hardware, software, network, and telecommunications.

Consulted with principals of user departments to determine areas for service improvement.

Initiated, researched, specified and submitted to vendors all IT hardware and software purchases, in amounts exceeding $3 million annually; received, documented, and deployed new equipment.

Responsible for supporting Retail Banking and Anti Money Laundering system runs on (Client/Server) environment

Responsible for working with a software vendor on testing application on client and server environment prior to deployment.

Attending weekly change management meeting for high and medium risk software and hardware implementation.

Monitoring incoming ticket's high-priority tickets using Remedy and assigning the incident to team members.

Responsible for installing and maintaining network equipment such as (Cisco's router, switches and firewall)

Managing Software and hardware inventory and maintaining the license of Windows application such as (MS Office, Windows OS & Server, Desktop PC’s, Laptop, and Sever & Smart Phone.) and providing bi-monthly reports to upper management.

Responsible for managing the installation of hi speed T1/T3 lines into new facilities and offices

Managing all sorts of network alerts and downtime 24/7 and managing after hour supports.

Manage multiple ongoing and short-term projects.

Responsible for team management and schedule on-call rotation.

Evaluate team performance by conducting yearly performance review and setting up goals and target for individual.

Responsible for team training related to job as needed.

Establishing vendor relationship in purchasing Dell, IBM & Cisco equipment’s

SKILLS

Management:

Project, Team, Client, Vendor Management, Leadership, Problem Solving, Conflict Resolution, Change Management, Time Management, Interpersonal Skills

Technical Skills:

OS/Desktop /Server/Mobile

Windows (7/8.1/10/2008/2012r2), RedHat (minor) IOS, Android, MAC OSX (10.8/9/10/11/12)

Networking/Tools

TCP/IP, HTTP, HTTP, FTP, SFTP, Samba, SMTP, Angry IP, SolarWind, Hayena, ActiveDir,VLAN,Subnetting,Trunking

Virtualization

ESXi5.5, VM Workstation, Citrix

Remote Tools

Web-Ex, Remote Desktop, VNC, VPN

Web Technology

HTML, CSS, XML,

Office Suite

Google Doc/Sheet, MS Office Suite SharePoint, Visio, OneNote

Reporting Tools

SaaS Pre-Configure Report, Crystal Report

Database

MSSQL 2012 (creating relationship table retrieving and updating via script and using GUI interface in SQL Mgmt Studio)

Incident Management

Jira, HP Service Mgmt, Remedy, Clarity, IT-Track, Supply Mgmt

Security Tools ( Antivirus)

Norton Suite, McAfee Corp Edition, Firewall Policy, IDS/IPS

Third-Party Apps

Lawson, Ultipro, Bloomberg, ERP, Compliance Mgmt Suite, E-Learning, AML, WireTrasnf Mgmt System

EDUCATION

Keller Graduate School Of Management Master’s Business Administration Grad, 2011

DeVry University Bachelors Of Science Grad, 2009

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