Project Management Support Engineer
Resume:
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Cisco Confidential
CAREER OBJECTIVE
Passionate Techno functional Leader experienced in Leading Teams, Project management, Agile development, testing and maintenance. Expert in Leading Global Technical Production support org in multiple domains. Served in strategic, Operational Global project management role leading full-cycle project management overseeing Large Enterprise level deployments and Enterprise level migration projects. Experienced in Agile development, cross-functional oversight, leadership reporting. Results-oriented and Customer focused software professional with ability to quickly learn, adapt to the situations and deliver high quality results under high pressure and challenging environments.
EXPERINCE
SR Technical Project manager
Cisco System, Inc (thru Zensar Technologies) RTP Morrisville, NC / Aug 2021 – Present
Project: CISCO Commerce Workspace (CCW) Offer Configuration CCW provides one integrated, streamlined, and simplified commerce experience. by implement a holistic purchasing experience through which customers will order all products and services from Cisco which streamlines the selling, ordering and delivery processes
Achievements and Highlight
Played pivotal role in Commerce organization Digital transformation by implementing Agile methodologies and project management tools like JIRA.
Reduce Support & Operational Costs
Improved Customer Service, Support and satisfaction
Improved CSAT and NPS score implemented corrective actions
Client Appreciations on quicker resolution of High Severity cross functional Support cases
Reduced software order lead times from days to minutes
Maximized ARR revenue recognition.
Improved Rule Engine strategy for Cisco Commerce to CPQ
Coordinated the development and deployment of Cisco's commerce platform, resulting in a 20% increase in deployment efficiency and a 15% reduction in operational costs.
Improved purchasing experience for the customer
Partnered with 20 plus cross functional teams to build/ enhance commerce capabilities to support the new offer model.
Managed Cisco commerce Configuration Team, responsible for all process changes made to the commerce configuration platform.
Partnered with enterprise architecture team to define and document the end-to-end commerce processes.
*******.**********@*****.***
503 Emerald Downs Rd,
CARY, NC, 27519
EDUCATION
NAGPUR UNIVERSITY
Nagpur
Bachelor of Engineering
Electronics Engineering Technology
SKILLS
Digital Transformation
Agile methodologies
Scrum framework
JIRA Miro Kanban
Sprint planning
Program Management
Portfolio Alignment
Customer Success
Assets management
Performance Optimization
Security, Data and Privacy
reviews and assessments
Security Incident Response
Full Stack Observability
End to End Monitoring
APM MELT Framework
Migration Planning
Automation and Templatization
of large Infrastructure Projects
Capacity planning, Process
improvement, Design Reviews,
Architecture Reviews, Testing
and Implementation checks
Change management
Release Management
Requirement gathering
External vendor management
Contract management
P R A F U L L B R A H M A N K A R
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Cisco Confidential
Building Offer Configuration experience for 100% accurate Product and Service Configuration
Gated deployment checks for JUnit’s and Sonar fixes for Vulnerabilities scans (SCAVA, BAVA, DAVA)
MongoDB Upgrade: Managed end to end Commerce MongoDB upgrade activity covering Data migration, indexing, Non-Downtime Cutover, performance and Load testing and end to end monitoring MELT framework Q2O Resiliency Project: Managed end to end Commerce Business Continuity Program including Microservices, Databases, Global Server Load Balance, Service Proxys and other critical components.
Commerce Ping to Okta Migration: Coordinated with Commerce application Stakeholders to modernize application authentication at Cisco and implement cutting edge security policies for both workforce and non-workforce identities e.g. Password less for employees and MFA for external users. Project: Customer Experience (CX): Data Architecture, Digital Life Journey, Contactability and Metrics@Scale: To implement Cisco’s customer experience digital platform ecosystem, including data-driven, multi-channel, personalized, digital experiences to Cisco’s customers, partners, and internal sales teams. Improving contacts for Centralized contact data platform across Cisco for delivering the effective and optimal customer experience across the lifecycle journeys and motions to the individual and Business units.
Achievements and Highlights
Designed and implemented a scalable framework to integrate contact data from 30+ sources.Contacts used for digital campaigns resulting in an ARR of $25M.
Integrated multiple Data science models in digital journeys by using data driven approach, increasing customer engagement metrics by 10% YOY
Bootstrapped automation of 40+ digital campaigns by building inhouse framework reducing the man hours by 80%
Conceived and delivered a runtime error logging and notification framework via Webex space for marketers - Increasing visibility of customer track and an early call to action (CTA)
Collaborated with a broader PMO office in evaluating a Cisco CX wide Contact Hub Platform
Brainstormed and collaborated with the NPS team increasing deliverability rate of emails by 70% in the quarterly surveys.
Responsibilities
Develop project scopes and objectives, involving all relevant stakeholders ensuring technical feasibility.
Align with the PMO/PORTFOLIO office for strategically proposed projects. Execute selected projects to prioritize the EPIC, Features Initiatives tasks, from Discovery. PI planning and assign work through Jira User Stories to teams as per bandwidth and priority
Supervise and oversee project deliverables, ensuring adherence to quality standards
Closely monitor work-in-progress items, use appropriate verification techniques to manage changes in project scope, schedule, and cost
Measure project performance using appropriate systems, tools, and techniques and Report and escalate to management as needed.
Develop project management plan, oversee process to define the detailed scope of the project, based on the business need to meet the customer's/stakeholder’s expectations.
Collaborate with internal cross functional teams and external vendors for acquiring the data based on the data acquisition rules/process, follow data validation
Cross functional integration
ISO 9001 audit CASPR
Excel Data Visualization tools
CERTIFICATIONS
Professional Scrum Master I
Cisco Green Belt
Customer Success Executive
Business Development Manager
Cisco Black Belt
Business Critical Service-Partners
Partner Managed Services-
Cisco Sellers - Stage 1
SDWAN Deployment Stage 1
Redhat OpenShift
IIT KHARAGPUR
TCP/IP Socket Programming
Computer Networks
C, Unix & Data structures
RDBMS Designing & ORACLE
Internet Applications and Java
TECHNICAL SKILLS
Tibco Messaging Appliance
TIBCO Messaging Middleware
API Gateway - Load Balancers
Fault Tolerance Disaster
Recovery Resiliency BCP
Performance Optimization
Server Tuning and Scaling
KAFKA Cloud Confluent Cloud
AWS AZURE
Docker Containers
DevOps CI CD Bitbucket
Context Troubleshooting
Packet analysis – Wireshark
OS tuning Kernel optimization
Java Tools – Java Monitoring and
Management Console (jconsole),
Stack Trace (jstack), Memory Map
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Cisco Confidential
Manage the relationship with the client and all stakeholders, perform risk management to minimize project risks.
Coach and follow the Agile / Scrum rituals during all the project executions like sprint planning, backlog grooming, sprint demo, and retrospective meetings.
Triage Jira feature/enhancement /bug request tickets.
Guide and coach team on agile /scrum methodologies and help them to adopt (this is mostly to the new members of the team)
Managing all facets of agile project delivery including, but not limited to, sprint/release planning, story / milestone grooming, retrospectives, sprint reviews, project
Also, create weekly and monthly project status/progress reports and present to stakeholders by highlighting team’s achievements, % completion, any risk or blockers and get the required help/guidance from the stakeholders or from SME’s (subject matter experts)
Perform Data analysis for reporting & find out root cause for customer escalation and coordinate Cloud Database and Application maintenance.
Escalation Handling and Root Cause analysis
Platform and Snowflake instance maintenance
Customer Relationship and Regional team engagement.
External vendor relationship and data purchase contract management involving net new data purchase AND enrichment for Salesforce Journeys and motions.
Quarterly Business Review report: this report will be presented to the executive leadership team. Creating and data collection to support this report.
SR MESSAGING SUPPORT INTEGRATION LEAD
Align Technology, Morrisville, NC / Nov 2020 – Jul 2021
Managed migration projects for Client Server Hub Spoke architecture on prem and cloud with NZDT .
Experience in stakeholder communication and upstream downstream project status reporting
Managed the global Tibco Middleware to Kafka migration.
Planning for Deployment and Migration timeliness and strategies
Evaluation and feasibility analysis of a KAFKA SAAS cloud.
Planned, implemented, integrated updated system-oriented projects to functional and business specification.
Leading, coordinating, maintaining system, database, performance connectivity, integration 24x7 and making it highly available, efficient as agreed in specification.
Conduit between leadership team and team members for clearing backlogs and scope changes.
Providing consultation on Kafka, Messaging middleware kernel tuning and its database performance optimization.
Helped various strategic initiatives, working out strategies together with stakeholders and developing positive relationships.
Defined technical integration strategy and integration plans.
Strong collaborative leader adept in delivering a product as a team and partnering with peers across organization.
Identify opportunities for continuous quality improvement of technical standards, methodologies and guide junior members. SR MANAGER MESSAGING SUPPORT
TIBCO Software Inc, Palo Alto, CA / Nov 2010 - Jul 2020
(jmap), JVM Statistical Monitoring
Tool (jstat)
Java Heap Analysis Tool ( jhat)
Thread dump analysis
Garbage Collectors debugging and
tuning.
Java VisualVM, Apache JMeter
Monitoring - InfluxDB, Graffana
Kibana, Prometheus, Splunk,
AppDynamics CloudWatch
JAVA C C++
Bash shell, Python
Database -MS SQL Server,
Snowflake MongoDB ORACLE,
MySQL, KSQL
CISCO TEAM
Cisco Commerce CCW CPQ
Configuration B2B Offer Quote
Deal Estimate Pricing
Partner Renewals
Digital Lifecycle Journey
Enterprise Agreement
Buying Offer Programs
Customer Success
ADDITIONAL SKILLS
Active Listener
Strategic Thinking
Servant Leadership
Problem Solving
Collaboration
Adaptability
Critical Analysis
Time Management
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Cisco Confidential
Strategic alliance with Pre Sales. and Professional Services in helping Discovery Sessions, High Level Solution Design and Test Plan creation from the Messaging Practices.
Planned and Managed the Tibco Enterprise Messaging Server Infrastructure for Premium (Gold) Customers
Oversee Large deployments for the esteemed customers like CITI, FEDEX, WALMART etc.
Managing Leading and coordinating the Offshore Team for solving TIBCO Support issues 24x7 and post deployment migration Day 0, Day 1 Support & Normalization
Managing resources, devising testing plans, migration Assessments and Review Configurations and upgrades, and capacity utilization exercise.
Customer facing role providing Webex consultations, architecture recommendations, troubleshooting.
Conduct Technical Root Cause Analysis on application stack and clearing impediments.
Mentoring team members, maintain team KPI's to match department objectives and improving resolution time.
Public and Private key Certification management
Keeper for API keys, cloud and system passwords using secret management, CIAM and RBAC authorization & authentication MODULE LEAD
Xoriant Corporations Inc, Palo Alto, CA / Jul 2008 - Sep 2010
Resolving TIBCO customers production issues.
Research and analysis and implementation techniques for speedier resolution Developing tools, processes and knowledge management.
Weekly plan, Product update and High Severity task resolution SR STAFF SUPPORT ENGINEER
Xoriant Solutions Pvt. Ltd, Mumbai Nov 2004 - Oct 2008
Effectively communicate and collaborate with Engineering team to point bug fixes and enhancements.
Log defects/enhancements for any product issues/features requests surfaced while working on customer issues and coordinate with engineering/product management.
Identify and author knowledge base content to help customer self- service.
SYSTEM SOFTWARE ENGINEER
enSYS Technologies Pvt Ltd Oct 2002 - Oct 2004
Implementing TCP IP Stack using VxWorks and worked on low-level process synchronization and communication via message and interrupt handlers.
Porting of tiny socket library of TCP/IP stack for RTOS eCOS.
TCP/IP Stack, Socket API, Stack implementation and porting in the form of tiny Socket library.
SOFTWARE DEVELOPER
Big Leap Pvt Ltd, Mumbai Mar 2001 - Sep 2002
CENTRAL TECHNICAL COORDINATOR
ELNET 3L Pvt Ltd, Mumbai / Apr 2000 - Mar 2001
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