Project Management Support

SUMMARY

Highly experienced IT Professional with proven record in Business Analysis, Systems Analysis, Project Management and Quality Assurance

Proven/Accomplished experience with very large scale complex systems at a large global financial Institute

Ability to perform and collaborate in multiple interconnected enterprise systems environment through phases of requirements, integration, testing and systems administration.

Efficient and results driven with strong in management, organizational, inter-personal and communication skills.

Capable of fostering a harmonious team environment, building collaborative relationships and training new team members to perform at maximum efficiency.

Armed with the capacity to form cross-functional coalitions in order to ensure optimal sharing of knowledge across business and vendors lines.

Strong educational background.

PROFESSIONAL EXPERIENCE

Citigroup, Infrastructure Tech Specialist, Vice President Feb 2010 – Aug 2016

Played multiple roles as project manager, business analyst, application developer, system support, QA and vendor liaison for various Citi call center applications and platforms:

Spearheaded the upgrade of a very complex, multi-site, global application (NICE -Voice Recording system) to complete the upgrade well within the deadlines and budget. This system supported over 20 call centers globally and recorded over one million calls per day.

oDirectly worked with the internal clients to understand their requirements and then worked with the Vendor to incorporate them in the system. Major functionality upgrades like Voice Biometric and Interaction Analysis (IA) were added as a result.

oExpanded installation from three site to over 10 sites.

oExtended Application scope globally to bring-in call centers in other regions.

oDeveloped extensive test cases and tested the system end-to-end before upgrades/deployments.

Developed and deployed a process to patch over 1700 servers on quarterly basis. With this process system were upgraded without any outages. Oversaw the actual patching process end-to-end including prep, patching and post patching validation.

Hired, managed, mentored and trained offshore resources to enable them to support the NICE application/platform and softphone applications. With this effort the new hires became fully productive within six weeks on these very complex systems and provided seamless transition to the outgoing resources.

Facilitated and executed disaster recovery tests for supported applications which required working with Verizon, Avaya, NICE vendors and Citi business and support team leads.

Frontend contact for the internal auditors and compliance teams for annual audit of the Voice Recording system. Ensured that the system was run and managed in full compliance and as a result, no audit issues were discovered during the four years I was in this role.

Provided SME support to many business critical applications to the offshore support team to ensure that all issues were resolved within the set SLAs

Citigroup, Sr Lead Analyst, Assistant Vice President April 2003 – Jan 2010

Improvised the internal technology project processes, procedures, and standards. Restructured with IT business resources to successfully transform system design and requirements:

Oversaw the configuration, administration, testing, maintenance and enhancement of call center dashboard application, which is used universally for all call center within the company.

oServed as SME for the Division Monitor application, which of Real time and Historical data. Evaluated new products, Pioneered resolution of chronic problems.

oImprovised and delivered time sensitive business reports for the senior management forecasting data.

oCoordinated new development and enhancement processes for the application. Interfaced with client organization, provided 24*7 support. Performed weekly updates to reflect changing call center environment.

Managed, mentored and trained new team of offshore resources supporting the production issues for Division monitor applications. Supervised their hiring, cross training, work allocation and monitoring of task related to activities including changes, regression and UAT testing, release deployment of changes of the application.

Developed and delivered enhancements projects for the application

Lobbied to include other LOB in application like Retail, Mortgage, Commercial, and Offshore Sites.

Citigroup, Lead Analyst Sep1998 – March 2003

Provided major contribution in development and maintenance of various Citi cards technology applications, ensuring new product development and portfolio conversions, ensuring accurate, timely product delivery:

Contributed to support of multiple customer facing application.

oPivotal role in enhancement, migration and technical support of Citi customer support applications related to Calling card product. Represented team in weekly calls for the project analysis, requirements gathering, documentation and accessing impact of changes to the business and IT teams.

oManaged team during managers’ LOA. Responsibilities included project management, working with client organizations to define requirements, designing and application delivery.

oReengineered the Web forms, Web forms admin and Web letters which was self initiated project for business from start to finish

oFacilitated the support for Citi source in-house help tool in Lotus Notes. Responsibilities included redesign, developments, testing and deployment

oRedesigned all application during major mainframe conversion from TS1 to TS2. As part of that developed multiple application interfaces from start to finish. Task included designing, development, testing and deployment

Developed multiple Process Control Requests, Service level for the clients. Significantly brought cost savings through improved processes and change in support of the consumer cards. Supported application related trouble tickets and delivered solutions.

Lead the migration, enhancement/support process for application conversion from AT&T platform to Citibank platform by upgrading calling card applications. Organized walk though for all the requirements, provided the technical documentation and worked as a team identifying the application that needs to be converted, upgraded or retired.

Played integral role for development and support of Citi front-end customer support applications. Provided project management support, working with client organizations to define business requirements and lead application delivery to meet the business needs.

AT&T UNIVERSAL CARD SERVICES, Development Analyst Jan1997 – Aug1998

Evaluated and organized the prioritization process for all proposed business projects, which influenced the UCS cards technology organization:

Provided development, enhancement, UAT, regression testing and maintenance support for the UCS Customer service platform. As part of that actively worked in installation of several new credit card projects i.e. Campus Cards, Moving DBC account to ACUS platform, launching American advantage, Thank You cards. Platinum Card migration.

Partnered and interacted with the business and middleware teams for the application system interfaces which involved working with the mainframe card processing system (IBS) and presents data to end users in terms of business functions.

EDUCATION

Bachelors of Computer Science University of North Florida, Jacksonville FL

Bachelors of Electronics and Communication Engineering Maulana Azad Collect of Technology, Bhopal India

PROFESSIONAL DEVELOPMENT

System development life cycle (SDLC) in six-sigma toll gate processes including requirements, design, development, integration, testing and upgrades of client-server systems

Completed various courses in Citi included but not limited to - Leading Bold Change Effective Communication Ethics and Leadership Act with Integrity-Fraud awareness The Effective Facilitator Introduction to Lean Critical Thinking and Creative Problem-Solving Making Effective Presentations Exercising Influence.

Certified ITIL (IT infrastructure library) V2 process and management Nice Interaction manager 4.1. Certified Lotus Notes Administrator

ACTIVITIES

Volunteered multiple times for Very Special Art (VSA) by Cummer Land Museum IM Sulzbacher meal to homeless Habitat to Humanity Volunteered in Citi event i.e. Served in Citibank Women Network MS Bike track race

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