Project Manager Service Delivery

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Summary Results-driven Project Manager & Service Delivery Manager with a proven track record in executing high-impact projects and delivering exceptional service. Demonstrates expertise in strategic planning, risk management, and effective stakeholder communication. Recognized for strong leadership, time management, and adaptability skills that consistently ensure project objectives are met efficiently. Aiming to leverage these competencies to drive operational excellence in future endeavors.

Core

Competencies &

Specialization

• Skilled in MS Dynamics D365

Implementation

• ServiceNow Implementation

Experience

• Proficient in ASP.Net

• JavaScript Programming

• Node.js Development

• React.js Development

• MVC Framework Implementation

• C# Programming Expertise

• Expertise in ADO.NET

• Proficient in Entity Framework

• WCF Development

• MVVM Framework Expertise

• WPF Application Development

• SQL Server Development

• HTML Coding Expertise

• jQuery

• XAML Proficiency

• IIS Administration

• SQL Server Reporting Services

• Project Management

• Service Delivery Management

• Process Improvement

Experience 09/2022 - 10/2024

Rev Ops Manager, DH Healthcare Software Services India Private Ltd

• Spearheaded revenue-driving opportunities through go-to-market strategies.

• Coordinated with sales, finance, product, and marketing teams to centralize information.

• Constructed revenue projections and streamlined dashboards for clear business insights.

• Oversaw daily accounting activities including order-to-cash, invoicing, and collections.

• Developed dashboards that present KPI measurements, forecasts, and insights for team goal achievement.

• Collaborated with leadership and team members to support strategic sales initiatives.

• Collaborated with Product and Delivery teams to enhance customer satisfaction. 09/2022 - 10/2024

ISO 27001 Risk Analyst & ISO 9001 Quality Champion, DH Healthcare Software Services India Private Ltd

• Identified, assessed, and managed information security risks in an organization.

• Spearheaded the creation and execution of a robust Information Security Management System adhering to ISO 27001 standards.

• Conducted frequent evaluations of risks to identify key information security threats like cyber intrusions, data leaks, and vulnerabilities in access control. Harini Subramanian

385-***-**** • ***.******@*****.*** • Draper, UT 84020

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• Designed and carried out plans to mitigate security threats through appropriate controls.

• Engaged in external audit process, achieving certification for APAC region.

• Implemented a robust quality management system adhering to ISO 9001 standards.

• Driving initiatives to detect and resolve quality problems.

• Initiated corrective measures following audit findings and quality data analysis.

• Conducted workshops to enhance process improvement.

• Coordinated with delivery teams across Asia implementing quality principles into their processes.

• Assisted in external audit with LRQA and secured certification for Dedalus Sites across APAC region.

09/2022 - 10/2024

Project Manager - D365 and Service Now Implementation, DH Healthcare Software Services India Private Ltd

• Gained fundamental knowledge of Microsoft Dynamics D365 from scratch and set up all Projects in the D365 OF module during DXC to Dedalus transition.

• Managed end-to-end project implementation for APAC region from sales order conversion to invoicing and project closure process.

• Handled end-to-end maintenance contracts and managed services projects for the APAC region.

• Collaborated with multiple teams to set up product masters, process invoices, and handle PO processing.

• Worked with external vendors to process purchase orders efficiently.

• Spearheaded implementation of Service Now in APAC region during DXC to Dedalus transition.

• Established relationships between configuration items, governed data processes, and ensured effective use for incident management support.

• Coordinate updates to the CMDB upon changes in IT infrastructure.

• Conduct training sessions for delivery teams on utilizing the ServiceNow platform. 09/2022 - 10/2024

Project Manager, DH Healthcare Software Services India Private Ltd

• Service Delivery Manager skilled at restructuring and fortifying operations effectively. Led cross-functional team coordination effectively.

• Delivered mainstream builds, emergency fixes, hotfixes, patches and CRs for clients.

• Assessed project scope and timelines to align with strategic delivery planning.

• Performed pre-production upgrade validations in various lower environments.

• Developed deployment strategy with approval from cross-functional teams.

• Delivered monthly mainstream builds and weekly EFs efficiently.

• Successfully maintained Apollo engagement on OP EMR Run and Maintenance contract.

• Provided L2 technical triage support along with bug fix services for Sev-1 and Sev-2 issues.

• Teamed up with clients to develop strategies for successful program execution yielding positive outcomes.

06/2020 - 08/2022

Service Delivery Manager, Cognizant Technology Solutions

• Enabled support team to consistently provide high-quality services.

• Enhanced operational efficiency by introducing process improvements.

• Handled diverse Production and non-Production environments to maintain stability.

• Addressed issues in service delivery with timely escalation.

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• Coordinated and optimized shift schedules to ensure adequate staff coverage.

• Coordinated efforts between change management, DBA and application teams.

• Report application status and metrics to management regularly.

• Led the escalation process for major service issues.

• Relayed critical outage updates to management and business partners until resolution.

• Oversee offshore, outsourced vendor performance adhering to SLA.

• Managed scope, budget, schedule, priorities and risk across multiple projects. 05/2019 - 05/2020

Application and Database Migration Specialist, Cognizant Technology Solutions

• Strategized, planned, and accomplished the detailed migration of more than 500 applications.

• Specialized in deploying platforms on IIS, Tomcat, and similar utilities.

• Engaged with stakeholders, system integration partners, client leadership team, and external vendors.

• Collaborated with database admin migrating databases from old to new SQL/Oracle versions.

• Coordinated cut-over planning and executed related activities.

• Coordinated effectively with application business users for timely completion of end-to- end migration.

03/2017 - 04/2019

Senior Support Analyst & Senior Lead, Cognizant Technology Solutions

• Managed extensive support for over 50 applications within Cargill across various regions and effectively addressed more than 100 tickets monthly.

• Facilitated knowledge management for the Helpdesk, pinpointing information gaps.

• Authored comprehensive documentation to boost team efficiency.

• Provides analysis and recovery strategies for various incidents.

• Utilized Change Management policies and procedures to document changes to the environment.

• Conducted root cause analysis to identify underlying issues.

• Supported maintenance, backups, and system health of applications.

• Acted autonomously as senior developer, guiding team members within expertise.

• Fostered effective communication channels with IT management at parent company.

• Utilized monitoring tools to detect potential incidents promptly, adhering to established processes.

01/2012 - 02/2017

Senior Developer & Tech Lead, Cognizant Technology Solutions

• Participated in design, development, and testing of highly scalable web applications.

• Devised test strategies, constructed test plans, created test cases, and executed unit testing to pinpoint and rectify integration issues before deployment.

• Lead team by offering guidance, knowledge, and insight.

• Built, deployed, and maintained .Net websites from scratch.

• Expert in ASP.Net, C#.Net, MVC, SQL Server, jQuery, JavaScript, React JS and Node JS.

• Developed advanced skills in Windows Communication Foundation, HTML, CSS. Excelled in utilizing LINQ and entity framework.

• Developed Windows console applications for event monitoring.

• Expertise in database design and tools such as SQL Server.

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• Utilized Visual Studio versions 2010, 2012, and 2015 for development.

• Expertly utilized Microsoft Office tools including Word, Excel, Outlook.

• Collaborated with the Application Architect to design innovative solutions.

• Facilitated transparent communication with stakeholders via presentations to senior management.

06/2009 - 12/2011

Developer, Cognizant Technology Solutions

• Developed a Windows application for Invensys PLC using WPF MVVM architecture with advanced UI controls.

• Developed web applications for Kohls store using ASP.Net, C#, and SQL Azure.

• Upgraded web platform by moving from classic ASP to the more advanced ASP.Net 2.0 framework.

• Involved in complete project lifecycle stages including analysis, design, development as well as testing.

02/2009 - 05/2009

Programmer Analyst Trainee, Cognizant Technology Solutions

• Started tenure at Cognizant as a Programmer Trainee while receiving training in Dot Net, SQL Server and HTML.

• Developed small web-based applications using ASP.NET 2.0, SQL Server 2005, HTML, and JavaScript.

Education 05/2008

B.E, Computer Science and Engineering

Anna University, Chennai

Accomplishments • Recognized as Employee of the Month for 3 times, awarded for implementing automation initiatives at the account.

• Analyzed operational expenses and identified inefficiencies, implementing process improvements that reduced overhead costs by 10% for Cargill APAC region and received accolades from Customer.

• Led an Automation initiation project to optimize the process workflows, resulting in a 20% decrease in plant downtime, resulted in potential cost saving of around $50,000 per year for Cargill EMEA customers.

• Received Best Performer award in Dedalus for implementing D365 and Service Now for APAC region within short span of time.

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