IT Program Management

Khushboo Goyal, PMI-ACP, SAFe*.*

Highlands Ranch, CO 80130 201-***-**** ********.*****@*****.*** www.linkedin.com/in/khushboo-goyal-acp/

An accomplished Engineering and Technology Management Professional servant leader with in-depth knowledge of agile, lean, and waterfall SDLC project management methodologies who manages multinational large-scale technology programs/projects. With more than fifteen years of experience in project management, leading diverse personnel through complex program/project delivery, & delivering state-of-the art business solutions with solid results that are financial beneficial to the corporation and the stakeholders. Recognized for the ability to deliver impactful results while leading in fast-paced, dynamic business environments.

Areas of Expertise

Strategy Development & Execution

Change, Issue, & Risk Management

Cross Functional Collaboration

Contracting & Procurement Mgmt

IT Software Development

Financial Planning & Analysis

Governance, Risk, & Compliance

Strategic Communication

Technology Delivery Mgmt

Process Engineering

Project & Program Mgmt

Requirements Mgmt & Business Analysis

Professional Certifications

Certified SAFe 5 Practitioner – Scaled Agile, (2021)

Agile Certified Practitioner (ACP) – Project Management Institute (PMI), (2020)

CFM, DnB Certification in Banking, Infosys Certification in .NET Technical Architect, Infosys PM Elite

Professional Experience

CHARTER COMMUNICATION, Greenwood Village, CO 2016 - Present

Sr. Manager –Program and Release Management (2018 – Present)

Provided enterprise program management for an assortment of strategic, high impact technology multi-million dollar capital expenditure (CapEx) M&A/Integration programs with numerous cross-functional groups to deliver cutting edge initiatives for Provisioning and Activations applications servicing 30M subscribers nationwide

Lead program integration of multiple cross-functional groups consisting of 100+ stakeholders from Network Operations, IT, Software Engineering, Product Management, Customer Operations, Field Operations, DOJ to integrate groups resulting in successfully delivering program deliverables on-time with high quality and within budget.

Applied a high-performance program governance model to deliver information and ensure decisions are made at the right level, by the right stakeholders to gain proper direction from cross-functional leadership groups.

Managed Project Managers and functional leads to develop cross-functional groups project plans to create an end-to-end program strategy to deliver business solutions for the program. Coached Project Managers to be more effective and efficient at delivering high quality deliverables.

Analyzed program performance measures to determine options and appropriate actions to increase program performance. Managed program cost reporting and analysis of delivery roadmap.

Acted as single point of contact for all cross-functional groups to successfully manage program changes, issues, and risks based on robust procedures, providing a safeguard against project failure due to scope creep, increased costs, and other potentially fatal issues.

Utilized JIRA, Confluence, CA Clarity PPM, Microsoft Project, Smartsheet, HP ALM (Application Lifecycle Management), SharePoint, Cisco/Microsoft Collaboration tools, and other Charter management tools to effectively deliver program deliverables. Define the process for identifying cross-functional dependencies and monitoring and tracking release milestones.

Notable achievements while in the position have included:

oManaged the successful launch of the Provisioning and Activation platform for consolidated companies, including Time Warner Cable, Charter, and Bright House Networks, comprised of Oracle Communication Suite applications, AWS services and cloud based micro services.

oLed a high visibility migration project that moved the legacy applications used for activation of voice services nationwide to new consolidated colud based platform in national data center. This was important milestone for consolidated activation platform. Completed in 2 years, recognized as a "Model Project" by the CEO for on-time delivery with no production outages.

oConceptualized and implemented the Lean Release Management process for rapid release software deployments, which allowed the software release cycle to push code to production and shorten the deployment lifecycle from 10 days to 3.

oCreated a Release Intake System and JIRA dashboards used for deployment tracking and integrated JIRA and Microsoft Teams to send automated notifications in the deployment team channel as requests came in.

oProduced a wiki for the team for all release processes, job aids, and knowledge articles, which became the one-stop-shop for any domain, technical, or process information.

oReduced Incident MTTR by 75% by leading projects to install Splunk, AppD, and Instana monitoring tools to proactively monitor and alert.

oImplemented a process for quarterly WebLogic and JDK patching and Exadata patching to keep security signatures updated, which decreased the risk score of the application by 500 points in a Kenna security scan.

oStrategic competence and skill development of people with training programs and succession planning: Hire, manage and develop a high-performing team of project managers and release managers

Program Manager/Release Manager – Network Operations, (2016 – 2018)

Managed production releases and deployments for the provisioning and activation platform for the Charter. Instituted Release management process and framework for the Network Operations team.

Organized, directed, and managed all activities related to building and maintaining software releases and maintain open lines of communication while managing stakeholder expectations.

Oversee and communicated the scope and schedule for application releases, coordinated application release schedules and milestones, and led stakeholder go/no-go meetings. Coordinated all cross-application dependencies and downstream impacts and designed and implemented efficient procedures for successful production deployments.

DISH NETWORK, Centennial, CO 2015 - 2016

Program Manager/ Release Manager (IT PMO)

Executed projects to enhance Oracle HR application (Kronos) and Benefit Central, facilitating requirement elicitation sessions between HR, Payroll, and the Benefits and Development teams.

Partnered with the Dev team to break requirements into incremental user stories, assigned to sprints, tracking completion, and deployed to release to users.

Facilitated daily stand-ups for the team to drive collaboration and feedback loops between business users and developers to improve the application and make changes to future requirements.

Built a tracking system that enabled the tracking of team tasks, recorded hours, and allowed team members to see where everyone was at with their tasks via an automated task board.

Created an information radiator in JIRA so stakeholders could see sprint status, burn-down/burn-up reports, testing status, and continuous integration status.

Managed 5 mid-and large-sized projects, including infrastructure projects for an environment upgrade, database migrations, security remediation’s, and application upgrades for new product launches and market campaigns.

Manage the bi-weekly production release for 60+ customer-facing and international applications across the DISH landscape with zero self-inflicted outages.

Worked in collaboration with business groups, including the Development, QA, UAT, and Ops teams in a multi-site environment.

Created and maintained release plans, tracked milestones, performed conflict assessments between releases, created change requests, and ensured change management process compliance while representing changes in meetings.

Led Release Readiness Review meetings and stakeholder Go/No-Go calls, sending release communication as needed.

Conceptualized release metrics sent to the executives at regular milestones and successfully implemented an Agile release schedule for Systems Development.

Defined the defect management process for the entire IT organization through an understanding of business priority on defects.

Coordinated post-deployment support, managing and assigning incidents caused due to defects introduced in the release.

Mandated Release Acceptance Criteria discussion and documentation between IT-Dev, QA, Ops, and the sponsoring business.

INFOSYS, Pune, India 2003 - 2015

IT Project Manager, (2013 – 2015); Client: Barclays

Served as a people/project manager for a key client, Barclays, leading a high-performing global team comprised of 20+ engineers providing L2 support for Barclay’s investment banking SAP applications.

Played a key role in setting up the complete production support framework and process, including determining staffing requirements and setting incident, change, and release management processes.

Created the SLA/Severity/Impact matrix, major incident handling procedure, issues logging, communication framework, and on-call set-up.

Introduced key performance indicator (KPI) parameters to measure team member success in each role to ensure optimum productivity.

Worked in collaboration to resolve day-to-day operations-related issues, including shift discipline, which provide challenging considering team dynamics.

Tracked project hours works and the client’s budget through a burn report for budgets that ranged from $250,000 to $10M.

Managed contraction negotiations, statement of work (SOW) submissions and approval, worker on and off-boarding, and invoice creation and submission using Field glass.

Notable achievements while in the position included:

oPlayed a key role in eliminating customer escalations/complaints and improved the customer satisfaction score from 4 to 7 on a scale of 10 in a 6-month period.

oInitiated the concept of Role Roster, creating roles in the team and assigning Infosys and Barclays team members on a rotating basis, which improved overall team satisfaction.

oImplemented Kanban practices for incident management, which supported a 40% productivity improvement by eliminating bottlenecks.

Project Manager – Mortgage and Servicing Application Development, (2010 – 2013); Client: Bank of America

Directed a team that started with 9 resources before growing to 25 direct reporting resources as part of a 130+ member operations support team for the Bank of American application that generated $15M over a 3-year period.

Served as a Quality Manager for the account, obtaining in-depth knowledge of the Capability Maturity Model Integration (CMMI) framework for a project escalated from level 1 to 5.

Held a key role as the Knowledge Management Anchor, facilitating documented domain, technical, and information security sessions.

Completed cost-benefit analyses and return on investment (ROI) assessments used as the basis for decision-making on proposed IT implementation projects.

Led in terms of client and stakeholder management and communication management planning, providing status updates, completing process reporting, preparing surveys, and collecting customer feedback.

Notable achievements while in the position included:

oLed 2 Six Sigma projects related to process optimization that $104,600 and $94,000 in direct costs savings to the client and was awarded Infosys Gold Certification in Six Sigma.

Project Lead – Home Loans and Insurance Application Production Support, (2003 – 2010); Client: Bank of America

Led a high performing team comprised of 10 engineers that provided 3rd-level production support for Bank of America .NET and SQL applications in the retail banking application portfolio.

Facilitated production support for new applications, established a production support environment, and served as a liaison with the Infrastructure team for ODC set-up that conformed to client information security parameters.

Identified and successfully implemented productivity and functional improvements in applications using Lean Six Sigma principles and designed and implemented a business continuity plan for the applications.

Analyzed problem tickets and enhancement request trends, provided input to the management team on staffing, and mentored the team during the recovery and resolution of high severity and critical problem tickets.

Spearheaded the development of a request tracking tool to track various types of requests coming to the L3team, track request status, automate service level agreement (SLA) reports, and track resource utilization.

Education & Development

Bachelor of Engineering, Computer Science – Rajasthan University

Certification in Program Management (Diploma Course) – Wellingkar Business School

Leadership Programs Attended: Indian Institute of Management – Ahmedabad, (2014), Tech It Out (Organized by WICT), (2019), WICT Leadership Workshop, (2020)

Professional Affiliations

Member – Project Management Institute (PMI)

Member – Women in Cable Telecommunications (WICT), NAIMC

Technical Skills and Tools

Project Management Tools: Microsoft Project, Smart Sheet, JIRA, Confluence, Service Now, Remedy, Field glass, Aha

Infrastructure and Management: CI/CD: Jenkins, GitHub; Security Scanning and Vulnerability Management: Kenna, Veracode,

Technologies: .NET, SQL Server

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