RAMA KRISHNAKUMAR

Irving, TX 469-***-**** advgln@r.postjobfree.com www.linkedin.com/in/rama-Krishnakumar-97a6625

PROFILE

14+ years of IT experience with 10+ years of management experience. Certified Scrum Master and ITIL process consultant with definitive leadership qualities and strong critical thinking and decision-making skills focused on service delivery. Worked for Fortune 500 global clients and Forbes 500 companies achieving ambitious goals in challenging IT environment. Diligent, forward-thinking and adaptable to dynamic company, customer and project needs. Successful at motivating teams to meet demanding timelines and delivering value. Experienced in Leading, Directing, and Successfully closing Projects within defined budget and deadlines through Scrum adoption.

FUNCTIONAL SKILLS

Service Delivery Manager Jira/Confluence Tracking Project Management Project Scope, Scheduling & Budgeting Business / Systems Analysis Stakeholder management Vendor Management Requirements Gathering People Management Scrum/Agile Methodology Software Development Life Cycle Product Deployment User Stories/Wireframes Agile Principles Agile Coach & Facilitator Sprint Ceremonies Product Owner Service Delivery Requirement Gathering Strategic & Tactical planning Test Management Documentation Good communication Skills Recruitment & Training Project Implementation, Tracking & Reporting Customer Relationship ITIL Process Management DataCenter Operations Management Network Managed Services Change agent (waterfall to agile mindset) Salesforce cloud platform modernization

PROFESSIONAL EXPERIENCE

1) Designation: IT Manager Duration: September 2021 to January 2023 Company: Anvim Tech Location: New Jersey, USA Client: Western World Insurance Role: Scrum Master

Facilitate Time-boxed Agile scrum ceremonies for three software development teams associated with contract's application development activities. Monitor team adherence to scrum ceremonies and improve team productivity by educating and assisting the team on adapting to Scrum Framework and techniques.

Translate business requirements into user stories for JIRA management and release planning. Alignment of plans, execution, and dependencies with multiple components and service teams. Trained the cross-functional team to use JIRA for keeping a track of the tasks and generate work progress graphs.

Work with Product Manager and key stakeholders to understand the priority features and fixes and cascade this information to Developers. Strong attention to detail with a professional commitment to high quality deliverables within deadlines. Tracking team velocity and effectively communicating sprint progress to the stakeholders and senior management.

Conducted Triage meetings, Evidence walkthrough and sign off meetings with all stakeholders for each project. Provided timely status reports including sprint scope, issues, risks, mitigation plan and upcoming activities, cadence and WSR reports for each sprint. Tracking team’s performance and scope creep using burn-up/burn-down charts, designing internal reports to track team progress with respect to every iteration.

Getting ready for each sprint and release planning meeting by working with the team to break down feature stories into small deliverable User Stories that are appropriately sized for each sprint. Led implementation project plans in collaboration with business and technology engineers to develop and test software solutions.

Conducts and effectively participates in product backlog refinement, sprint planning, daily scrum, task estimates, task sequencing, sprint reviews and sprint retrospective meetings to follow up on action items.

Represent the team in Scrum of Scrums to address dependencies, and issues faced, to share experience and knowledge. Protected team from over-commitment, external distractions, managed backlog & prioritized resolution of defects/bugs for timely delivery and support. Operated scrum meetings and followed up bug-fixes and action items, assist in removing impediments, understanding of the control and release processes.

Provides monthly metrics reporting to Product Development management team on burn down progress, velocity and release updates. Worked with the Product Owner, providing a check and balance between getting more done and maintaining high quality and efficiency.

Participate and work closely with product owner in Backlog Refinement meeting for prioritizing requirements at higher level to ensure that the product backlogs meets the DEEP criteria and moving the user stories to sprint backlog which ensured the Definition of Ready (Acceptance criteria).

Ability to work on multiple priorities and projects simultaneously without impact to quality of work and time. Solutions driven and proven strong ability to act independently and contribute in a team environment with sound business judgment, professional and emotional maturity.

2) Designation: Consultant Duration: July 2019 to August 2021 Company: DRH Billing Services Pvt. Ltd Location: Chennai, India Role: Delivery Manager/Agile scrum projects

Driving transformation initiatives for IT projects, leveraging ignioTM for IT services to improve turnaround time, end user experience, planning and delivery.

Handled the Roadmap project by coordinating with stakeholders to drive the upgradation and decommission with focus on service improvements and risk management.

Provided consultative support as agile coach/scrum master for 3 project teams and act as a change agent for coaching and transformation of non-development project Teams on how to rollout initial agile framework by demonstrating Value in sprint delivery.

Educate, reinforce and instantiate agile framework processes by defining, documenting, communicating, and coaching clients/stakeholders, management and team members on continuous inspect & adapt practices of agile methodology and scrum framework.

Perform agile project management activities including planning, execution, tracking and reporting. Champion ongoing process improvement initiatives to implement best practices for Scaled Agile Project Management. Develop and maintains a thorough knowledge of business processes supported by software systems.

Conducting daily scrum meetings, scrum retrospectives, sprint planning meetings, story grooming, task drill downs, sprint demo, PSI demos and sprint events from backlog grooming to sprint as well as release planning. Facilitate stakeholders meetings, and software demonstrations.

Reporting and analysis of sprints. Customized the workflow and processes for scrum teams. Metrics pulling like Burn down charts, Release burn down and PSI burn down to update regularly to the management.

Protect development team from outside distractions, impediments, or team conflicts and maintain focus on product backlog project timelines. Collaborated with cross-application teams to define consistent scrum process adherence and coach the teams keeping agile principles in mind and find innovative ways to smooth the learning curve and report the progress to leadership.

Facilitate the scrum ceremonies and act as a facilitator/servant leader between the product owner and the team. Facilitated agile ceremonies but with flexibility as teams were in different levels of agile maturity.

Removed impediments that were obstructing the team from achieving sprint goals, helped the team remain creative and productive, while making sure the team has high visibility and success and can deliver high quality working software within timelines.

Managing the finances carefully, estimating any change request and forecasting the capital cost involved to ensure a profitable project.

Excellent listening skills and ability to build cross-functional relationships and influence without authority across all levels and functions. Knowledgeable about how organizations work and how to get things done both through formal and informal channels. Strong analytical, planning, and organizational skills with an ability to manage competing demands.

3) Designation: Senior Specialist Duration: July 2017 to June 2019 Company: Hindustan Computers Limited HCL Client: Health Care Service Corporation Location: Chennai, India Role: Project Manager

Managed a team of 16 subordinates responsible for planning, managing, monitoring and supporting Data Center tower operations for BAU support, improved IT project management, and steered transformation initiatives for IT Operations.

Experienced in incident, Problem and change and task management encompassing service improvements, risk management, ITIL process workflow analysis for resolving issues within SLA. Interacted with customers, team members and service delivery managers and implemented effective IT service management frameworks and ITIL process improvements to deliver exceptional service and ensured customer satisfaction.

Interacting with department heads to identify job openings, prepare job descriptions and requirements, posting job openings on media and social media outlets, finding and filtering appropriate job applicants and performing reference checks, scheduling and conducting interviews for experienced candidates and on-campus and off-campus recruitment for students, and extending job offers and arranging the relevant documents. Compiling reports on project recruitment for the HR department. Coordinating with global HR and RMG to identify the associates for internal movement and peak season staffing.

Managed reports, planning and internal auditing, executed project tracking and project management using Jira software and ServiceNow. Develop, implement, manage and evaluate team metrics to make recommendations to teams and management for improvements. Proactively identified and tracked project risk and develops mitigation plans to manage risk.

Provide technical, administrative, and operational management of assigned project or tasks, including contract and subcontractor management to manage outsourced work, consultants, vendors, and relationships. Fosters an environment of cross-team collaboration and teamwork.

Work with Branch Relationship Manager BRM to manage, support or create project budgets. Role involves customer interactions in various capacities, across projects in different areas.

Documented the technical requirements efficiently as conceived, designed, and carried out according to a project plan (waterfall or agile). Ensured documents comply with documentation standards. Delivered schedule and build plans for product owners and stakeholders.

Managed Rational artifacts user stories, sprint boards, and velocity tracking in JIRA.

Gathered business requirements and lead planning sessions with code development team. Developed user requirements via user stories and system documentation to capture requirements. Led Scrum ceremonies: daily scrum, sprint planning, review, and retrospective meetings.

Oversee on-the-job training, learning and development of the diverse teams, send out critical issues communications for priority tickets on a regular basis and track SLA compliance and breach.

4)Designation: L&D specialist Duration: June 2016 to June 2017 Company : Techfoco Global Services

Location: Chennai, India Role: Learning & Development specialist

Organize hiring and training activities. Oversee budgets and negotiate contracts.

Review individual and organizational development needs and Prepare and implement learning strategies and programs. Identify associates for best performance for appreciation/ promotion and also identify the under-performing associates for additional training and performance improvement track.

Deploy different kinds of learning methods companywide such as coaching job-shadowing online and in-person trainings, e-learning courses workshops and other trainings.

Monitor the success of development plans and help employees make the most of learning opportunities. Collaborate with managers to develop their team members through career path and continual learning track.

5) Designation: IT Analyst Duration: October 2008 to May 2016 Company : Tata Consultancy Services TCS

Location: Chennai, India Clients: Michael’s Arts and Crafts, Telefonica, Target Stores, H&M Stores Role: Project Lead

Exercised strong experience as a Project Lead mentoring a team of 15 associates to support day to day BAU. Expertise in driving transformation initiatives, managing, planning, supporting, monitoring and executing IT projects for Network Operation Center NOC and Data Center Management DCM. Experience in administration of Information technology and Infrastructure support teams, process management, and customer service centers for managing Service Improvements & Risk Management, load balancer audits and compliance, and information security vulnerability management, Vendor management and co-ordination, peak Season Planning & delivery.

Designed the wifi network for the 3000+ H&M stores using Ekahau site survey tool. Place the Meraki AP on the floor maps of the retail stores based on the store requirements provided. Calculation the optimal positions of the AP to enhance signal coverage at the store. Identify critical regions and attenuation areas in the store for efficient wifi planning and coverage.

Interacting with customer and technical leads for requirement analysis & designs. Consulting with the Program manager and Service Delivery Manager to track the financial expenses, incentives, investments and budget of the team.

Led the planning and implementation of cost effective enhancements of infrastructure services to improve quality and reliability of network performance by implementing and managing vulnerability patches, DNS and network balancer upgrades, virtual server upgrades and remediation plans to servers, routers, and switches. Improved Customer satisfaction through various initiatives such as Automation, Transformation & Stability, end user support. Automated monthly reports to customer for device, port availability, Bandwidth utilization with Top talkers and inventory.

Facilitated the definition and agreement of project scope, goals and deliverables using appropriate tools and presented reports and dashboards defining project progress, problems and solutions. Documenting use case requirements and user guides for various end-user applications. Developed functional, technical and business requirement, including scenario-based workflows.

Processed a driven IT Infrastructure Service Delivery and IT Service Support with continues focus on ITIL framework and project management. Incident/ITIL process, Problem management and change management for resolving issues within SLA.

Managed team building and knowledge transfer, recruitment and environment transition, trainings, project resource allocation and deallocation, continuous improvement, appraisals and release of employees. Perform ID provisioning for various users using Active Directory (AD) and provide access rights and functionality based on customer requirements.

EDUCATION

Certifications:

CSM Certified Scrum Master ITIL Information Technology Infrastructure Library CCNA Cisco Certified Network Associate CCNP Cisco Certified Network Professional MCP Microsoft Certfied Professional

CySA+ Cyber Security Analyst Certification, Per Scholas, USA, July – October 2022

NDG Linux Essentials Certificate Cisco Network Essentials Certificate Cisco Cyber Security Essentials Certificate

College & University:

Master of Business Administration, University of Madras, Chennai, India, January 2010 – December 2011

Master of Computer Applications, Pondicherry University, Puducherry, India, June 2005 – May 2008

Bachelor’s in Computer Science, University of Madras, Chennai, India, June 2002 – May 2005

TECHNICAL COMPETENCIES

Networking - DHCP, DNS, 802.11 LAN design, installation, configuration, and troubleshooting; Remote Desktop Assistance; Network firewall, Host firewall, IDS,IPS, Network Packet Capture analysis, Proxy server, F5 load balancer

Mobile Device Management System - Cisco Meraki

Operating Systems - Windows Server, Windows Client OS 10,8,7, XP,2K/NT/XP/Vista, Unix, MAC OS, Linux OS, Apple iOS, Android OS and Cisco IOS

Hardware - Workstations, Laptops, Printers, Scanners, Projectors, Routers, Switches, Mobile Devices, and Multimedia Devices

Software - MS Office, Gsuite, Wireshark, VMware ESXI & Workstation, Cisco Packet Tracer, Easeus Backup and Recover, Data Recovery, RDP, TeamViewer, FING, Nmap

Tools – Service-Now, Remedy, Atlassian Jira/Confluence and Jira Align, MS Office Suite, Atlassian JIRA/Confluence, Adobe Dreamweaver / Captivate, ArborText, FrameMaker SGML, RoboHelp, Work Breakdown Structure (WBS) Template, SharePoint 2010 Administration, PMBOK Tools and Standards, BMC Control- M, NETMON, NetQOS, SAM portal explorer, Netvoyant, Solarwinds

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