IT Project Management

JASPAL SINGH WALIA, PMP, Dual MBA, ITIL

*****, **** ***, ******, ** V4N0G9 / 604-***-****/ ************@*****.***

Professional Synopsis

16+ years of Project Management experience delivering complex, high value & global projects specializing in new technologies deployment, existing product and process re-engineering, Application and Software development, IT Managed Services solutions & IT Service Desk Management

Planned and managed projects over $35 million and aligning business goals with technology solutions to drive process improvements, competitive advantage & bottom-line gains mainly in Telecommunication, IT, Insurance & Call Center business

Proven record of successfully leading all phases of diverse technology projects, Certified PMP, ITIL V3 foundation & Dual MBA degree holder specializing in Information Technology (IT) & Operations Management (OM) with exposure of managing projects based on industry best practices like Project Management methodologies, Agile Project Management, SCRUM, Waterfall Model, IT Service Management suite & Software Development Life Cycle.

Areas of Expertise

Project/ Program Management Requirement Analysis IT Strategy & Planning

Software/ Application Development ROI & BVP Analysis Executive Presentations

Systems Integrations/Migrations Costing & Budgeting PMO engagement

SAT/ UAT & rollout Resource Management IT Governance

Enterprise wide implementations Project Scheduling Stakeholder Management

System Engineering Risk Management CMMI L3, ITIL V3, KPMG

Business Process improvement Vendor Management Data Analytics & BI

Innovations & Transformation Quality Management Customer Service

Career Highlights

Reliance Tech Services Ltd, Mumbai India April’07 – December’16

Senior IT Project Manager Telecom IT

Held Dual accountability for (a) managing complex large scale IT projects and (b) leading IT managed services L1 support consisting 14 business processes

Systems/ Tools: AMDOCS CRM, BMC Remedy 8.5, Lotus mailing platform, Proprietary Secured Access Mgmt, SAP, Proprietary IT Business Applications, DSS(BI,BO,BW), Clarity provisioning system, MS Products like Word, Excel, PPT & MS Project

As a Senior IT Project Manager led projects worth over $35 million

Technology consolidation of 5 group companies:

oLed planning and implementation of 5 track technology consolidation from inception to closure. BVP of $400,000 with reduction of 248 IT resources.

oProject Scope impacted over 40,000 employees with standardized IT Service and Single owner for multiple Line of Businesses (LOB)

oProject executed by team of 14 members which involved presentations and acceptance by Group CIOs, IT Heads & Managed Services team at large.

oCreated WBS, track project status, design SOPs and resolve all risks

oShare Project Status report with Senior Management, Sponsors & PMO

Secured Access Management(SAM) Portal (Technology: Java & Domino):

oDeveloped a proprietary single window web portal to control access management process of 200 IT Applications, 18 IT services and 300 databases for 9 LOBs with features of reporting and analytical capabilities

oLed teams from both technical & business disciplines with objective to comply with the IT Security compliance of KPMG & PWC audits

oChaired the project from requirement gathering to project closure and successful handover to Operations

oCurrently SAM serves 25,000 users and 1.2 lac transactions per month

“Manage IT” Self Service Software (Technology: Dot.net, Domino, Java):

oProposed, planned & developed software to promote “Do IT Yourself” initiative of CEO reaping benefit of $50k

oInvolved High level complexity as the project team involved technical leads from various domains, establish feasibility & plan to fit under single platform

oManaged project team across multiple locations right from system testing, performing UAT on test bed & live user environment

Program management for below additional Strategic IT initiatives & projects:

oDeployed Virtual Private Network(VPN) solution for 3000 POS & over 8000 employees with project cost of $650,000

oVideo Breaking news via SMS platform resulted in revenue of $1.4 million

oLaunched Aadhar based new acquisition resulting in 80% activation time reduction

oDeveloped Bulk handler monitoring solution supporting 100 million sms/day

oLaunch of IT Security NOC for all security breach for Government bodies & Law enforcement agencies (LEA)

oIncident Management Support to Top Management on Secured IP Telephony technology involving IDC, Network Ops, Voice Ops & support desk

oDeveloped Sharepoint based Knowledge Management system(KMS) for over 1000 technical team members

Controlled and managed all the above projects using project management and agile methodologies such as:

oDevelop a detailed project plan and monitor projects performance based on PMO guidelines for Senior Management and sponsors

oEnsure all projects are delivered on time, within Budget & track all deviations for corrective actions & prioritize project deliveries.

oIdentify, track & mitigate all associated project risks efficiently.

oOptimize use of Project resources to balance Cost & Quality.

oAct as a bridge between Business & Technical teams & translate Business requirement into Technical product development & final service deployment.

oCoordinate with internal project teams & external vendors.

oDesign & manage RFP, RFI, pricing negotiations and coordinate approvals

oNominated as Business Relationship Manager by Company CIO to track Critical Business projects for Senior Management based on RACI Matrix.

As a Senior IT Managed Service Lead:

Owned IT Managed Service Desk consisting of 14 sub projects with a team member count of 68 supporting over 25000 business users on 24*7 basis.

Automations (Technology: Remedy 7.5 & Domino) resulted in reduction of $1 million

oIntegration of 2 technology systems to auto create Incidents over email/ sms

oCreated Plan, WBS, Project documentation & signoff by all stakeholders

oPerformed UAT/ SAT & till go live which resulted in saving of $1 million

oProject was recognized as “Best Project of the Year” by the CIO

Compliance to various Internal & External statutory Audits of KPMG.

Deployed Incident Management Support for Critical planned & unplanned outages with email/ sms notifications to over 10,000 employees based in ITSM principles

Achievements:

Received CIO awards as “Best Employee of the Year – 2nd Runner up”.

Best employee award in the department in year 2014 15 & 2015 16.

Customer One Contact Centers (Abhishek InfoTech Pvt Ltd) April’05 – Dec’06

Manager – Quality & Operations Call Center/ Customer Service/ Sales

Lead a team of 90 employees (2 Assistant managers & 5 team leads) responsible for making cold calls to customers based in USA, Canada & UK having project budget of US$ 0.4 million

Responsible to achieve weekly & month revenue targets by Clients

Manage & maintain coordinate relationship with International Business Clients

Handle recruitment and design rewards & recognition policies

Maintain Quality assurance & compliance as per international policies & regulatory norms

Coordinate Training & Performance improvement programs across project teams

Achievement: Awarded as Best – Manager of the Month

Reliance Info Streams Private Ltd Sep’03-April’05

Team Leader – CRM Billing Operations Telecom Customer Service

Managing project team of 24 people for Telecom Billing support desk

Monitor daily performance based on KPI parameters like Dialing time, AUX time, ACW time, no of calls handled, etc.

Create Resource deployment roster with contingency plans

Provide training to new recruits via Class Room & OTJ trainings

Manage team performance via scoring, test evaluations and feedback

Global Tele Systems, Mumbai Feb’01-Aug’03

Senior Customer Service Executive Call Center/ Customer Service/ Sales

Manage a team of 8 Insurance Sales Campaign executives

Part of the Core team for launch new Insurance project for UK Clients

Monitoring & mentoring of team members & maintain Quality compliance for all sales

Rebuttals & Objection Management for critical user escalations

Responsible to complete day to day team administration.

Managed & dialed for UK based projects like ALICO, AXA & Royal Consulting.

Verifications and quality monitoring of all sales before submitting to Clients

Education

Project Management Professional(PMP) # 1973275 & PgMP, BAP Aspirant.

MBA – IT from Jaipur National University.

MBA – Operations Management from ICFAI University.

Post Graduate Diploma - IT from Maharashtra Institute of Technology (MIT).

ITIL V3 Foundation Certified specializing in IT Service Management Modules.

Bachelor in Commerce - Accounting from Mumbai University

Attended in house training on Six Sigma, CMMI L3, Agile SCRUM & an aspirant to get certified

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