Kamalanathan Annamalai

adf1gg@r.postjobfree.com

267-***-****

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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