IT project Manager, Program Manager
Resume:
Kamalanathan Annamalai
************@*****.***
Professional Summary
** ***** ** ********** ** End to End Project Management activities like Project Planning, Resource Forecasting, Team Building, Incident Management, Problem Management, Change Management, SCRUM Master Fundamentals, Issues identification and its mitigation plan.
7+ Years handling multiple Service Desk Transitions in different domains – Health Care, Life Science, Retail, Manufacturing and Logistics, Travel and Hospitality, Banking and Financial, Insurance.
6+ years of handling Projects in North America region
Tools Proficiency
ITSM Tools – Service Now, JIRA – Atlassian, Remedy, On Target, E Front Office, Ascent, IBM SCCD Tivoli, Cherwell ITSM Tool
ITIL – Incident Management, Problem Management, Change Management, Asset management, User Access Management, Service Delivery management
Remote Tools - Dame Ware - Remote Management, Bomgar, LogMeIn Remote Tool, VnC Remote tool, Team Viewer, Windows Remote Desktop
Windows Admin – Amazon Web Services (AWS Phone system), Active Directory, Exchange system Manager 2003 /2010, Remote Server Access, Citrix, VPN - RSA Token, SQL 2003, AVAYA CMS Agent/ Supervisor, Smart IVR Implementation, CHIME CHAT tool implementation
CERTIFICATION
No
Course Name
1
SCRUM Fundamentals
2
ServiceNow Certified Administration for Beginners
3
IT Project Management from ISB
4
HDI Manager
5
ITIL V3
Project Experience: Worked in 9 different projects including Five Transitions from Multiple clients and Vendors. The Project Details and the duration tagged as below
Professional Experience
No1 Hedge Fund Company, Norwalk, CT April 2020 till date
Role: Project Manager
Project Name: Network Operations Center
Roles and Responsibilities:
Project Management – Leading a Network Operations team to provide Single point ownership for Delivery & Operations
Escalations POC - Point of contact for the client side counterpart and coordinate in service improvements
Client Interaction and Management – Weekly, Monthly Governance meeting with clients on SLAs, deliverables and continuous improvement plans
Practicing AGILE Methods to implement the improvement plans
Responsible for scheduling and resource management
Participate in organizational activities like new hire recruitments
Handle Automation and Digitalization for the Project to improve productivity of the Associates
Pacific Life Insurance (Transitioned the Project), Newport Beach, CA Oct 2019 - Apr 2020
Role: Transition Manager
Project Name: Pacific Life Service Desk and User Access Management
Roles and Responsibilities:
Program Management – Leading a large team to provide Single point ownership for Delivery & Operations of Service Desks in Remote IT Infrastructure Delivery Management Services
Escalations Management – Single point of contact for Escalations from Internal stake holders and End users, maintain escalation Matrix and trach issues for resolution
Client Interaction and Management – Weekly, Monthly Governance meeting with clients on SLAs, deliverables and continuous improvement plans
Risk Management Process
Point of contact for Customer during transition
Resource Management - responsible for resource fulfilment
Responsible for the financial parameters of the area that runs through Customer Profitability, cost of delivery initiatives, pyramid management and people rotation
Implement performance standards and measurements established by Delivery excellence (Quality) team to manage ongoing service delivery and attain delivery efficiency
Alaska Airlines (Transitioned the Project), Sea Tac, WA Jan 2018 - Sep 2019
Role: Project Manager
Project Name: Service Desk & User Access Management
Roles and Responsibilities:
Program Management – Lead a large team to provide Single point ownership for Delivery & Operations of Service Desks in the area of Remote IT Infrastructure Delivery Management Services
Resource Management – responsible for resource fulfilment
Client Interaction and Management
Responsible for Service Level agreements SLA & SLO
Responsible for performance, scope, schedule, quality, and appropriate business measurements for a Vertical/Engagement
Responsible for the financial parameters of the area that runs through Customer Profitability, cost of delivery initiatives, pyramid management and people rotation
Risk Management process
Handle Automation and Digitalization for the Project to improve productivity of the Associates
Emblem Health (Transitioned the Project), New York, NY Mar 2016 - Dec 2017
Role: Project Manager
Project: Infrastructure Support
Roles and Responsibilities:
Manage the Onsite and Offshore team
Incident and Critical Situation Management
Handle escalations from Clients/Project Managers
Handle Knowledge Management in SERVICE NOW
Score Card / Stack Ranking for the team
Responsible for Service Level agreements SLA & SLO
Technical writer for new process documents and tools
Data analysis for Project review and Improvements
Continual Service Improvements
Project management activities
Western Union (Transitioned The Project), New York, NY Jun 2014 - Feb 2016
Role: Transition Manager / On Site Coordinator
Project: Speed Pay IT Support
Roles and Responsibilities:
Point of contact between WU business and 400+ clients
Incident and Critical Situation Management
Responsible for Escalations from Clients/Project Managers/Sales team/Accounting team
Responsible for Service Level agreements SLA & SLO
Technical writer for new process documents and tools
Provide technical assistance and guidance to the team members
Training and mentoring new team members
Take care of Scheduling Maintenance in Change Control Calendar
Primary Point of Contact for a Merchant Processor (Amex)
AIMCO Properties (Transitioned the Project) Denver, CO / Bangalore, India Aug 2012 - Apr 2014
Role: Transition Manager / Project Manager
Project Name: AIMCO IT Support Transition and Stabilization
Roles and Responsibilities:
Travelled to US for Service Desk Transition
Trained the Support Team in India on the Ticketing tool Service Now and Client specific applications
User Access Management – End to End Access Provision for Onboarding and off boarding
Assisted the team during Guided Support and Go Live
Responsible for Customer’s Critical Applications Audits internal /External
Responsible for Service Level agreements SLA & SLO
Hubbell Electronics (Transitioned the Project), Philadelphia, PA / Philippines, Indonesia Aug 2011 – Mar 2012
Role: Transition Manager
Project: Hubbell IT Support
Roles and Responsibilities:
Travelled to USA for Service Desk Transition
Responsible for Reverse Transition to a team in Manila, Philippines
Handled User Access Management
Setting up CMS Reporting and Quality metrics
Responsible for ISO 2000 External Audit for the Project
MERCK - Chennai, India Dec 2009 - June 2011
Role: Change Manager
Project Name: B2B Change management and SFT server Admin
Roles and Responsibilities:
Handling Change Management
Application monitoring using cyclone interchange and activator to ensure continuous inbound and outbound connectivity with our trading partners.
Maintain Service Levels and Coordinating with IBM on the change status and validate the changes were completed successfully
Responsible for quality document and weekly reports for offshore and onsite.
Training new resources and recruiting
Forest Laboratories Infrastructure Support (Offshore Transition), India Dec 2008 - Nov 2009
Role: Team Lead
Project Name: Forest Labs – IT Support
Roles and Responsibilities:
Support customers over Voice, web tool, mailing system. Provide first call resolution/ first and Second level support for all customers.
Conducting Feedback Sessions for Level 1 TSR’s
Handling Ticket quality and Call monitoring.
Handling Escalation calls from Level 1 TSR’s.
Maintain Service Levels SLA and SLO
Quscient Technologies, Chennai, India Jun 2006 – Sep 2008
Role: Project Lead
Project Name: Grand Canyon University - Technical Support
Roles and Responsibilities:
•Training TSRs & Client Interactions
•Reporting
•Call Monitoring & Feedbacks
•Issue Handling & Escalations
•Maintaining S L A’s (Service Level Agreements)
•Internal Quality Analysis
•Presentations for PMR (Performance Monthly Review)
•Process Ownership
Education:
B. E (Computer Science Engineering), 1999 -2003
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