PROJECT MANAGEMENT & PROGRAM MANAGEMENT

Summary

Operational Management and Service Delivery Leader in Managing Global Customers. 15 Plus years of solid experience in IT Industry in the area of Technology and 10 years in MSP Operations and Service Delivery in a BPM environment for a company and providing IT function with vision, direction & leadership. Experience in Technology Operations, Cyber security, Data security, Technology Evaluation, Customer interaction & support, Vendor Management, People Management, and a thorough understanding of computing and communications technology. Experience in handling global customer majorly US.

Education & Certification: BA Economics, ITIL

Skills:

Management: Service Delivery Management, People Management, Customer Relationship Management, Setting Goals, Project Management, Process management, Stakeholder Management, Self development, Planning, Performance Management.

Technology and applications: Technical Support lead, Ticket resolutions, Microsoft Projects, Waterfall, Blackrock, MS office, Network Support, Incident Management, Firewall Management, VPN configuration, Cabling, Racking stacking, Endpoint security, Data management, Backup, Disaster recovery, Knowledge on Cloud Azure, Office 365,Citrix support, Installation of System and software, and Remote assistance .

No

Company

Designation

Duration

Period

1

Medinetcorp Solutions Pvt. Ltd

IT Project Manager/IT Head

8.2 Yrs.

JUL 2013 SEP 2021

2

Sound Info trade Pvt. Ltd.

IT Supervisor

10.4 Yrs.

FEB-2003 JUN-2013

3

Maxton Electronics Ltd

IT Support

1.5 Yrs.

APR 2001—DEC 2002

EXPERIENCE

Recent projects: September 2021- 2023 Freelance Projects

Hi-Tech Informatics Pvt Ltd. (Jan- 2023- May 2023) - IT Project Manager. CIPLA Project

Pharmacy Project: User Access Management Project for API, Storage, and Formulation Department with strength of 45 engineers for PAN INDIA location.

Roles and responsibility: Study the business case, understand the Scope and objective, budget, risk, resource management, deployment of resources, schedule training, Tracking the training and deployment of resources on production environment. Oversee the process and monitor the Continuous Improvement stages.

Lead the project lifecycle from initiation to closure. Communicating with stakeholder and maintaining a positive business relationship by analysis requirements elicitation scope control and prioritization based on needs and scope of change management.

Monitor and manage project’s hour allocations, scope and schedule to ensure projects are delivered on-time, on budget and with quality per Statement of Work (SOW) deliverables.

Delegation of Engineers as per the skill are aligned with the department. Hardware and software are validated wherever required. Like e.g., ID creation and privileges assignments, MDM, Authorization and identification, system admin activity etc.

Connecting with the TL’s and checking for data backup activity are done on time manner and stored in appropriate place. Backup and restoration of manufacturing and packing equipment’s all are place.

Report projects progress to Cipla PMO and Leadership teams on an a weekly and as needed basis

Proactively resolve and escalate issues as they arise. Also Coordination with vendors for technical troubleshooting (Third party software).

Manage client weekly status meetings and all project communications

Facilitate client project steering committees and governance meetings as required.

Manage scope, issues and mitigate risk to ensure profitability and successful execution

Facilitate change management; execute change control and impact practices for change requests

Manage budgets to meet financial objectives by forecasting requirements, contributing to estimates, analysing variances and initiating corrective actions

Manage and build working relationships with multiple stakeholders, clients and third party vendors

Understanding the client’s end-to-end business requirements, their challenges, goals and areas of future growth

Lead and deploy specific processes, project management tools and recommend improvements

Contribute to operational objectives by contributing information and recommendations

Identify trends, perform reviews, determine improvements and solutions, and implement action plans

Deliver training internally on Project Management and Process knowledge.

Identify training needs and evaluate team members' competencies

Provide mentorship and guidance to project team members as required, ensuring team members are equipped and able to execute project tasks

Travel to the client’s site on an as needed basis

MEDINETCORP SOLUTIONS PVT LTD. (JUL- 2013- SEP 2021) –Business Process Analyst/ PM/IT Head

Healthcare Projects: Revenue Cycle Management and Transcription

Domain: US-Healthcare Management System Voice and Data management

Roles and Responsibilities: Project Management, Strategic Planning, Leadership, IT Operation, Resources and Budget Management, Vendor Management, Information Security (ISMS), Stakeholder Management, Governance and Compliance.

Managed services for US Client Gotech.inc and Zyncorp.inc as a Project lead, through Medinetcorp Solutions Pvt. Ltd.

Meetings with stakeholders, reviews & discussion to enhance business revenue out of existing scope & assisting presales team for new business opportunities within customer base.

Publish reports based on SLA, service improvement status / achievement.

Preparing SLA adherence report; Pending report & sharing with customer / management on regular basis

Review Performance report of all the resources & plan improvement through training

Ensuring the cost of service is minimal against the billing per customer hence increasing the Gross Margin. Planning cost optimization on per head cost through training & upgrading existing trainee to next level

Mentored the team for achieving the best out of them depending on their current skills

Making arrangement for training the team on technical skills as well as personal development. Guiding the team during major incidents to be on the top of the issues, hence achieving customer satisfaction

Managed a Team of 10 20 engineers and 40 + agents working in multiple shifts.

Functional Operation’s involving multi vendor and multi technology domain.

Resource screening, selecting, orienting, training, assigning, scheduling, monitoring, mentoring and motivating employees

Managed end to end deliveries of large and complex programs and has technical expertise in Remote

Application and Infrastructure Support.(15 + Healthcare application support and Hardware support)

Client management, good communication and problem management skills

Strong understanding of key client stakeholders and managing expectations

Responsible for translating clients’ cyber security requirements and customizing and implementing security solutions into specific systems & applications. Consults with clients regarding secure product configuration, deployment, and security patches to minimize security vulnerabilities

Strong understanding of information technology and information security

Understanding of ISO 20000/ISO27000/ITIL/ITSM. Experience with industry compliance and standards such as HIPAA.

SOUND TRADE INFO PVT. LTD. (FEB 2003- JUN 2013) IT Supervisor/Service account Manager

Domain: Travel Industry, Software Development, Data Management- Healthcare Process

Roles and Responsibility: Software Implementation and Hardware support, ERP, CRM support, Service delivery Management

Headed complete ownership of accounts for 2 major clients with budgets ranging from $1 Million to $10 Million.

Interacting with client end technology team for approvals and escalations support requests.

Managing Helpdesk Executives, IPC management and escalation.

Resource Planning, Manpower Management, Recruitments & Appraisals of Team members.

More effective & efficient use of support resources.

Giving support to partners teams regarding vendor follow-up & in escalations pertaining to support issues with user groups & technology team of client end.

Involvement in Asset Management, Problem management & Change management process. Follow & review the process to ensure the best service provided to the customer

Consistently entrusted by management to lead new projects by planning, execution and continuous monitor of projects.

MIS Reporting - Preparing & Reviewing SLA based Reports & presenting it to Client

Managed delivery of complex projects involving work with other divisions in the US; ensured problem and roadblock resolution.

MAXTONE ELECTRONICS PVT LTD. (APR-2001—DEC 2002) IT Support/ Service coordinator

Domain: Manufacturing of Motherboard and Graphics Card

Role and Responsibility: Managing External Customer, Wholesaler, Retail, Managing service center

Responsible for information technology department supporting 200 users, 56 Microsoft Windows workstations, and 20 Microsoft Windows servers.

Maintained and administered computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.

Evaluated the organization's technology use and needs and recommended, such as hardware and software upgrades.

Provided staff and users with assistance solving computer related problems, such as malfunctions and program problems.

Sending status and quotation for the laptop, motherboard etc. via mail to the customers and ask the customer to send the approval for the quotation given to him via E Mail.

Follow up with the engineers for the status of the repair status and accordingly update the customers.

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