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ARVIND PATIL

Houston, TX

Ph: +1-609-***-****

adjnqf@r.postjobfree.com(LinkedIn)

Professional Summary:

A versatile Leader with 18+ years of diverse experience on Application Management & Service Delivery, Program/Project Management, Automation, Release Management, IT Governance, Risk & Change Management

Managing a multi-platform, multi-vendor, multi-location & cross-functional teams and documented record of increasing revenue and customer satisfaction with increasing productivity and optimal utilization of resources.

Experience in defining Operational, Tactical, Strategic, Contingency level planning exceeding company’s business objectives, managing 100+ associates with $3M-$10M revenue through Best Practices, periodic reconciliation, review of portfolio priorities, and realignment based on accounts payable actuals.

Working with Managed Services and T&M contracts in Telecom, Banking, Healthcare, Manufacturing, Retail industry.

Comprehensive understanding of RPA, IoT, Machines Learning, Business Processes Automation, Data Analytics, Test Automation, Auditing Process and ability to oversee multiple complex projects concurrently with knowledge and experience of diverse technologies to deliver on ERP, CRM, eCommerce, Home Security, Fault Management platforms.

Well versed with DevOps Virtual Services like AZURE, AWS & Google cloud services.

Expertise in Agile, Waterfall, SDLC, ITSM, ITIL & Release Management Process and ensured the deliveries within SLAs.

Leading RFP, SoW, MSA & Negotiations including defining cost models, TCoE establishment, architecture/roadmap development, tools/environment selection, methodology/process/template development, trainings.

Dashboard/Metrics on SLA, KPI, KRA and leading the Governance & Steering meetings to ensure the quality of the deliverables.

Proficient in consulting, designing, developing, testing, implementing and support system, application software and web based application.

Ability to Communicate and Collaborate with leadership team, under the problems and recommend the best possible solution.

Sale, Presales Support & prepare client specific solution offerings

Drive the efforts to strengthen existing client relationship, identify and build new relationships to generate revenue from new product and solution offerings and develop-deliver those in a timely fashion involving in the entire Product Cycle.

Performance management, People Management, Recruitment and retention models to decrease turnover at the staff and contractor levels including the implementation of consistent expectations frameworks and evaluation criteria for all resources

WORK HISTORY

Duration Organization Customer Role

May 2014–Till Date

TechMahindra, USA

LyondellBasell

/Terumo/Wilsonart

Delivery Manager

Apr 2012–May 2014 AT&T Delivery Manager (Development & QA) Jan 2008–Apr 2012 BT Americas

Customer Delivery Manager/ Application Support

Manager

Sept 2003-Dec 2007 TechMahindra UK BT UK Sr. Project Manager/ Business Analyst July 2002–Sept 2003

Cybertech Creations,

Mumbai

Various, USA Technical Leader

TECHNICAL SUMMARY

SKILLS TOOLS

ERP & CRM Tools

SAP ECC 7.4, BI/BW HANA, Analysis Of Office(AO), SAP Solution Manager 7.2, Siebel CRM 7.8, Siebel Analytics 7.7, OBIEE

GUI(S) & Database

VB, ASP, VB.NET, ASP.NET, HTML, DHTML, Crystal Reports, VSS, Visual Interdev, DreamWeaver MX, ORACLE, SQL Server, MS-Access

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LANGUAGE C, C++, C#, SQL Plus, JavaScript, VBScript, XML, Java, JSP, Python Management Project Management, Customer Management, Delivery Management, Change Management TOOLS

Azure DevOps, Adobe Experience Manager, Magento, UiPath, Automation Anywhere, UFT

(QTP) 12.52, 14.52, HP ALM(QC) 12.5, 12.6, Sprinter, Innowera Process Runner, Rally, Mobile Labs Trust(Mobile Automation), Perfecto Mobile, Bit Bucket, Kubernetes, Fiori, Selenium, Cucumber, Jenkins, Git, TestNG, Eggplant, ReactJS, Mainframe, CSS, CAMSS, SWITCH MANAGER, CLARIFY, Remedy, WEBZINC, TOAD, MS Office, MS Project, Visio, iTools. ServiceNow,Splunk, IntelliJ, PyCharm, Eclipse, ETL, Oracle BPEL, eGate, ETL WORK EXPERIENCE

TechMahindra (Americas) Inc, USA. (May-2014 - Till date) Role : Delivery Manager

Customers : LyondellBasell, Wilsonart, Terumo

• Owned and Managed the client engagements with several large and small projects with 30+ onsite/offshore associates on Managed Services and T&M contracts.

• Led and own the RFPs, SoWs, MSAs & Negotiations for Development, Application Support & Maintenance (AMS), Infra

& TCoE Implementation at LYB and other clients in TechM (Wilsonart, Terumo, Ortho, Chevron, Sprint, BCBSA, etc).

• Provide the strategic solutions, build the roadmap, implementation of best practices, tools recommendations, develop positive & productive working relationships with customers for their business growth

• Working closely with Senior leadership, Business Managers, Business Users, Development & Design team and service team.

• Analyze business requirements, propose solutions, ensure the quality of projects & enhancements on SAP and Customer Xpress portal (lyb.customerxpress.com) supporting business strategy & QA strategy integrating with interfaces.

• Ecommerce platform fitment evaluation and implementation for Wilsonart, USA (www.wilsonart.com)

• Lead the Governance & Steering meetings, QBR, release planning/Go-No-Go meetings, managed the escalations, risks, capacity, availability, prioritization, invoices, revenue, approvals, and ensured on time delivery by following all SDLC phases.

• Prepare & present all the metrics and findings publishing the various dashboard regularly.

• Incident Management & Change Management

• SAP Solution Manager-ALM Integration; impact Analysis using BPCA (Business Process Change Analyzer)

• Training & Mentoring the IT & Business Teams best practices & standards with Agile/Scrum principals

• Lead the delivery of Automation of Organizational Business Processes (O2C, P2P, S2P, H2R, R2R, PLM, MDG, etc ) for faster development cycles and improved customer satisfaction.

• HP ALM Administration & SAP Data Load/Migration

• Design and build the Robotic/Automation programs to support IT & Business for periodic data management including large SAP implementations. Use of UFT, Innowera Process Runner and Automation Anywhere for improved data processing.

• Directed and managed QA team and ensured the minimal issues transitioned to production.

• Collaborating with the client partners, Client Solutions Group and Competency Group to present innovative product or platform-based solutions

• Responsible for Recruitment, Annual Performance Reviews, timesheet, Training, Reporting, Contract & Vendor Management, Logistics Arrangement, Project Auditing, etc. Environment:- SAP ECC 7.4, ASP.NET, SQL, Splunk, Adobe Magento, HP ALM 12.5/12.6, JIRA, UFT 12.5/14.5, Sprinter, Innowera, Automation Anywhere, BW HANA, Analysis Of Office(AO), Sharepoint, Fiori, SAP Solution Manager, BPCA, Remedy, ChaRM, ServiceNow, Tableau, Camtasia.

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TechMahindra (Americas) Inc, USA. (April-2012 - May 2014) Role : Delivery Manager (Testing & Development)

Customer: AT&T, San Ramon, USA.

Engaged as a Delivery Manager, leading programs with Desktop, Web and Mobile applications for U-Verse, ATT.com and Digital Life(DLITE).

Responsibilities:

• Directed and managed a cross-functional offshore/onshore team on Development & Quality assurance services for Desktop, Web and mobile applications (Team size- 85+)

• Identify & build the various new proposals(RFPs) within the AT&T engagement & at other clients like GE, Chevron, Mastercard, Bell Canada( TCoE, Development, Production Support & PMO) resulting in significant saving to customers.

• Analyze business requirements, propose solutions, and oversee Desktop/mobile applications(U-verse & DLITE) & eCommerce website (att.com).

• Work closely with business, service/support, and design & development teams to ensure that eCommerce solutions supports business strategy and integrates with website/mobile apps using Adobe Experience Manager.

• Involved in digital product creation, merchandising & promotions, product launches, advertising & campaigns, and many other innovation and experimental initiatives on att.com

• Identify projects, develop business cases, scope finalization and manage aspects of projects from concept through to implementation with documented wireframes design.

• Manage the implementation of projects for effectiveness, by analyzing data from customer satisfaction surveys, click stream data, and web analytics; report all findings, as well as suggestions for additional improvements based on the data acquired.

• Developed the POC using Adobe Experience Manager and Magento for att.com

• Prepare reports, metrics, dashboard & led the steering meetings and circulate the dashboard (Daily, Weekly etc.) to the stakeholders including executive level leadership.

• Efforts estimation, Resource Management, Risks Management, Negotiate timelines and budget tracking.

• Document, implement, monitor, and enforce all processes as per standards defined by the organization.

• DLITE (AT&T Home Security system) – Lab Setup, Device Configuration, Device Testing and Application Automation on iOS and Android mobile devices.

• Ensure Application Testing, Device Testing, Network Testing, Web Testing, API Testing on Windows & Unix Platform.

• Involved in all SDLC phases and track of the new requirements / change in requirements ensuring the timely delivery of different milestones following the SLAs.

• Defined and implemented MBT Automation Framework and Advised/managed Test Strategy, tests planning, test design, test case development, test data strategy, test execution, defect management, metrics/reporting and installation.

• Service Virtualization (CA): Developed extensive processes & procedures to significantly reduce downtime by switching to simulated environment and led the Simulator, API & Workflow developments to achieve the implementation.

• Played a role of Scrum Master & ensured the Agile deliverables are tracked separately in Rally for all major releases.

• Track the Waterfall and Agile deliverables separately for development and testing teams.

• Developed and maintained training curriculums and materials for project strategies to enable support from business.

• Managed Performance testing using HP Performance Center/ LoadRunner including the following activities: directing/identifying volume/stress/performance testing solutions, scheduling, tracking, measuring of Performance testing and test results.

• Recruitment and trainings for the professionals and the university students. (Technical and Soft skills). Environment:- ASP.NET, Java, C++, Adobe Experience Manager, Oracle 11g, HP QC, Rally, QTP, C#, Selenium, Jenkins, SoapUi, LoadRunner, Fieldglass, Sharepoint, Mobile Trust Labs & Perfecto Mobile, Windows, Unix, iOS, Android Platforms Page 4 of 6

TechMahindra (Americas) Inc, USA. (Jan-2008 - Apr-2012) Role : Customer Delivery Manager/Application Support Manager Customer: BT Infonet, Los Angeles, USA.

Engaged as Customer Delivery Manager for Customer Management Platform(CMP) in BT Americas by leading 12 applications including front facing Siebel CRM system, middleware and backend systems & managing onsite-offshore team of Development, Testing & Production Support (Team size 100+) with $10M+ revenue: Responsibilities:

• Transition of Development and Support/Maintenance applications from incumbent to TechM within the defined timelines

• Managed the customer relationship with full satisfaction and achieved the CSAT 5/5 for consecutive 6 cycles for all 12+ CMP applications and contributed max for TechM Excellence award for the IDU.

• Responsible for funding/budgeting, quotes, estimation reviews, risks management, negotiate timelines and schedules with BT Management and various interface teams.

• Managed Development, Deployment, Upgrade including the maintenance & support of all applications. (Siebel CRM, BT.com & globalservices.bt.com, etc)

• Conceptualized and implemented the monitoring and metrics collection tool to help, plan and schedule the activities of the model which was highly request intensive.

• Expertise in various Request for Proposals(RFPs), contracts & customer presentations (BT and Nestle)

• Responsible for reviewing and approving every change in BT Global services in USA and scheduling of those changes in specific releases as per the resource bandwidth.

• Keeping all internal/external stakeholders fully informed of project status and progress

• Collaborating with product managers for various networking products and ensure alignment with product road map

• Managing scope changes to the project - Identify scope change, collect effort estimates, determine impact, develop plan and review with Change Control Board stakeholders

• Schedule and lead the daily scrum calls, weekly/Monthly/quarterly review meetings to provide the delivery & defects progress report, highlight the dependencies and risks along with mitigation plans at program level.

• Prepare and review the Project Plan, Test Pan, Matrix Report, Quality Plans and other project related documents.

• Prepare the various reports using various tools for TechM/BT Senior Management and upload the required documentation in central repository (livelink & SharePoint).

• Work closely and lead the discussions on new implementation strategies and the business benefits with the customers, lead designers, delivery managers & the platform architect.

• Schedule and lead the Internal Quality Audits, PMR, PCA & SQA and keep the documentation up to date on the central portals.

• Initiate the implementation of various organizational practices like Agile methodology & SDK initiatives.

• Expertise in leading multi-site(USA, EU, Asia) and cross functional teams & resolve the various issues in different time- zones.

• Finalize the scope, streamline the processes & procedures for the support applications to provide the support with max RFT(Right First Time) & min CT(Cycle Time) within SLA.

• Raise and successfully implement the improvement plans for the customer and application benefits.

• Determine & track the staffing requirements and the recruitment according to the approved budget for all deliveries in Revenue Assurance Program, legacy and strategic for BTGS CMP in USA.

• Ensure the support level tasks, development & test activities are well performed by team and ensure that the issues are analyzing properly and provide the functional work around for quick resolution.

• Escalate the major issues immediately to the next level for quick resolution.

• Ensure that the production deployments performed using the provided checklist and via Change request.

• Ensuring that the System health checks are performed on daily basis as per the given Checklists and the thresholds are under control in the respective applications.

• Contributed as a Security Coordinator and Training Coordinator for the Delivery Unit. Environment:- Siebel 7.8 CRM, Siebel Analytics 7.7, OBIEE, Java, C#, ASP.NET, HP QC, Selenium, SVN, Oracle 10g, Oracle BPEL, Toad, Bridge Clarify, Remedy 4.5, Lotus Notes 7, eGate, Windows & Linux platform. Page 5 of 6

TechMahindra Ltd. UK (Sept 2006 – Dec-2007)

Role: Sr. Project Manager & Business Analyst (Customer : British Telecom Plc, U.K ) Engaged as Sr. PM & Business Analyst on :

• An Elixir - is a Business Fault Management system of British Telecom used by 3200+ advisors, which interfaces the legacy systems of BT on Mainframe, UNIX and also interfaces e-commerce website (BT.com) that acts as a front end for Call Centre Advisors (CSAs) for testing telephone lines, providing/removing diverts, handling orders, faults and issues, Create/Modify the customers .

• Keeping You Connected (KYC) - is a robotic application (includes 7 robots) used to provide/restore the diverts to the faulty lines for Business and Residential customers.

• CMP CCC portal - is an umbrella for infinite projects under Customer Contact Center(CCC). Its objective is to showcase the various systems handled, Team structure, Process, Releases, Work stack, Track the requirement progress, Budget/cost, etc….

Responsibilities:

• Full ownership of the end-to-end system / process design of the e-Commerce solution & fault management system

• Capture the requirements from the Business, customers & site champions visiting the distinct Call Center Advisors.

• Single point contact for the co-ordination between the customer, site champions & offshore team.

• Ensures customer satisfaction by continuous interaction on requirement & deliverables.

• Perform the Workstack Management, Release Management & Delivery Management.

• Facilitates on-time delivery of the project by taking timely decisions.

• Product Development & provide the post production support.

• Demonstrate the product changes to the stakeholders and seek approvals.

• Prepare the designs & definition of work & get it approved and fit it to the workstack.

• Prepare the Test Specifications, Test Plans and perform the regression and E2E testing.

• Submit the various Proposals and offer solution alternatives, Efforts Estimate, Schedule and Cost inputs for the proposals.

• Give cost inputs for the requirements with Work Package Agreement(WPA).

• Escalates issues at right time & discuss with the customer regarding the Offshore Team queries.

• Develop and maintain the robots, prepare the integration plan and execute the robots in the robotic firms.

• Responsible for Internal Quality Audits, PMR, PCA & SQA and keep the documentation up to date on the central portals.

Environment:- Mainframe, VB 6.0, ASP.NET, C++, COM/DCOM, XML, JAVA, SQL Server 2000, Oracle 8i, Web Zinc, Attachmate extra, Attachmate SDK version 3.0, Visual SourceSafe, DreamWeaver Mx, Windows & Linux OS. TechMahindra Ltd. Pune (Sept 2003 – Aug 2006)

Role : Sr. Software Developer (Customer : British Telecom Plc, U.K & India ) Engaged as a Sr. Software Developer on BT applications (Elixir & KYC) with following responsibilities:

• Transition planning and successful transition of development and support of various Telecom repairs and BT legacy systems from incumbent to TechM.

• Managed BT applications from onsite to offshore through Client Interaction, Code Analysis, and acquiring knowledge about Telecom repairs and BT legacy systems like CSS, CAMSS, SWITCH MANAGER, and WORK MANAGER.

• Interact with customers through teleconference or email for new requirements/enhancements.

• Analysis & Development of requirements & the bug fixes.

• Design and implementation of Computer Telephony Integration(CTI) technology in Elixir.

• Prepare High Level Design & Low Level Design documents.

• Prepare the Test specifications and perform all the VV&T activities.

• Efforts estimation of new requirements using FPA.

• Raising and implementing Internal Change Requests for improvement in overall system functionality.

• Perform project management activities like creating tasks, work allocation to the team members, scheduling and tracking of the project and other project related documentation.

• Responsible for Internal Quality Audits, PMR, PCA and external BS7799 security audits.

• Configuration Management and Version control (All CM related Activities)

• Administration & maintenance of KYC server in BT. Page 6 of 6

• Provide the technical solutions to critical problems for all above projects. Environment:- Mainframe, VB 6.0, COM/DCOM, ASP.net XML, SQL Server 2000, Oracle 8i, Web Zinc, Attachmate extra, Attachmate SDK version 3.0, Visual SourceSafe, DreamWeaver Mx, Windows & Red Hat Linux OS. Cybertech Creations, Mumbai (July 2002 – September 2003) Role : Technical Leader (Customer: Various customers in USA) As a Technical Leader, involved in 20+ eCommerce web applications for the retail customers (amcofurniture.com, grilliout.com, WebNNet.com, etc).

• Define the project team, task allocation and tracking for the development and production support task

• Extensively involved in client interfacing, project scope definition stages and effort estimations.

• Requirement Gathering and Analysis.

• Preparation of Design Document and Program Specification Documents.

• Implementation of payment gateways.

• Database Design, Development & Deployments.

• Testing and debugging of the modules.

• Provided technical guidance to the team members and training to the newly joined team members Environment: - ASP, HTML / DHTML, JavaScript, VB Script, JAVA, JSP, SQL Server 2000, SQL Plus, Windows 2000, Visual Interdev, DreamWeaver Mx, Visual SourceSafe

ACADEMICS

• Bachelor of Engineering in Industrial Electronics Engineering, Nagpur University, India PROFESSIONAL CERTIFICATIONS & TRAININGS

• Microsoft Certified Professional in

Visual Basic Desktop, Visual Basic Distributed,

SQL Server

ASP.NET

• Siebel CRM 7.7, ITIL, QTP, HP ALM Internal

• Project Management Professional (PMP)

• Python Developer by Udemy

• Automation Anywhere

• Certified HTML 4.0 & Web- Master Programmer

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