M.S Computer Science,MBA, Six sigma Black Belt

Objective

• Accomplished IT Manager and Business Consultant seeking top notch leadership assignments that maximize business value in IT and business process improvement.

Summary

• Highly accomplished Manager-Business Process Improvement, with 14+ years of experience in maximizing business value and enabling business growth by improving the efficiency and effectiveness of the process by re-engineering and automating with technology solutions.

• MBA from Kellogg School of Management, Lean Six Sigma Black Belt, Certification in Business process Re-engineering, Scrum Master Certified and ITIL V3 Certified.

• Background in wide variety of industries, including telecom, consulting, financials, insurance, retail, semiconductor and airlines.

• Proven experience in influencing and working with senior executives to understand their strategy, goals and their key performance indicators.

• Proven experience in IT strategic planning. Proven experience in all aspects of project management.

• Proven experience in selling recommendations, and making convincing presentations to executives to reduce cost and cycle time, and improve customer satisfaction.

• Proven experience in gathering requirements, data analysis, process analysis utilizing statistical software like Minitab and tools like Value Stream Maps, Fishbone diagram, FMEA and Process Maps.

• Dual citizen of Canada and India. Can work in the USA through NAFTA visa.

Selective Accomplishments

• Awarded TELUS Bravo award for Blackberry launch for Koodo Mobile Brand for smart management of testing and outstanding reporting.

• Awarded TELUS Bravo award for being a successful Koodo Mobile Launch Manager.

• Saved approx $3-4M dollars by reducing defects in TELUS IT division. Won Bravo Award.

• Pioneered Six Sigma culture in TELUS IT Division.

• Secured project approval from senior management to save $45M in TELUS Call Center.

• Brought insights to AllStream Call Center Management to pinpoint 35-40% of unused capacity of Call Centre Agents.

• Secured project approval from senior management in MTS AllStream to streamline collection processes.

• Reduced the time to push content to customers by 95% by providing cutting technology solutions.

• Reduced cost and efficiency of Target Corporation by amalgamating sales processes of 3 sister companies.

CAREER HISTORY

Lead Business Process Consultant (Senior Manager Band, reporting to IT Head), Canon, Canada

2/2011-Till date

• Currently responsible for process improvement on Order fulfillment processes.

• Involved in IT Strategic Planning for 2012.

• Working in the capacity of a Program Manager for Consumer Image business group

• Delivered Mobile IT Strategy Program Roadmap, a roadmap that would improve profitability of Canon Canada Sales Organization

• Researched and presented best practices in forecasting techniques (Time Series and Regression), forecasting and sales planning benchmarks to senior executives.

• Delivered SIPOC’s and Value Stream Maps for Sales Planning and Allocation, Order fulfillment and Procurement Process

• Implemented IT Project Delivery Methodology

• Implemented Lean Communication Plan to update business partners improving the productivity of team members

Senior Business Consultant (Contract) - Change Management, MTS All Stream(TELECOM), Canada

7/2010 –Oct 2010

• Utilized Six Sigma DMAIC Methodology and lean tools to improvise Customer Operation Processes.

• Managed the overall planning, execution and delivery of deliverables;

• Defined problem scope, Measured and Analyzed current key customer operation processes - Billing Dispute, Collection, Service Assurance, Custom Order and Call Center Processes

• Interviewed Business Stakeholders, collected current process metrics and published Values stream maps for Collection, Billing Dispute, Service Assurance and Call Center processes.

• Identified pain points/issues based on statistical data analysis, Voice of customers and interviews with internal stakeholders.

• Ensure project milestones are met and determine mitigation of risk of not meeting milestones exists

• Rolled out project requests by securing broad buy-in from business partners.

• Prepared business cases for each recommendation against the key KPIs (rework, cycle time and customer touch points) and presented to senior management.

• Call centre

o Developed Capacity Estimation Model for Call Centers.

o Benchmarked AllStream Call Center Metrics against the best call centers metrics.

Tools: Minitab, MS Excel, MS PowerPoint, MS Word, Six Sigma DMAIC Methodology

Held various positions within TELUS , TELUS, Inc(TELECOM),., Canada 07/2005 – 07/2010

TELUS Inc. is the No.1 telecommunication company in Canada offering wire line and wireless services. Have played different roles under different assignments in TELUS. Held various positions in different projects.

Project Manager - Software Defect Reduction:

• Utilized Six Sigma DMAIC Methodology and lean tools to reduce software defects.

• Managed the overall planning, execution, cost and timeline of the project.

• Prepared status reports and communicated to the key stakeholders.

• Facilitated the 30-60-90 senior team meeting to report the status to the VP’s.

• Defined problem scope, Measured and Analyzed software delivery quality(defects), Improved software quality by rolling out 11 recommendations by involving extended teams, Controlled by developing SOP’s and training plans.

• Instituted “Defect Reduction” cultural changes and saved around 3M dollar by rolling out a series of recommendations in IT Development division to reduce defects.

• Developed Cost of Poor Quality Estimate Model to estimate defect costs at different stages of the project lifecycle.

• Researched and benchmarked software defect cost across industry.

Senior Business Consultant - Call Volume Reduction

• Utilized Six Sigma DMAIC Methodology and Lean tools to reduce Call Volume Reduction.

• Defined problem scope, Measured and Analyzed voice of customer survey data, and improved software quality by getting approval and rolling out marketing/IT solution. The estimated savings was 45M dollars.

Senior Business Consultant - Balanced Scorecard Projects:

• Developed balanced scorecard for VP of IT

• Analyzed and gave recommendations to CIO balanced scorecard

Associate Manager of Projects - Blackberry launch in Koodo Mobile Brand:

• Managed the overall planning, scope, estimation, execution of integration testing, release management (RFC Management) and monitored the roll-out of the Blackberry launch in Koodo Mobile Brand.

• Developed project schedules, resource plans and cost estimates

• Gathered assessments from multiple teams in an matrix organization

• Managed, directed 30-45 team members in a matrix organization during the integration testing and rollout

• Managed and monitored issues on a daily-basis by conducting status meeting.

• Prepared and published status reports to key stakeholders on a daily basis.

• Coordinated team activities between various Business and Information Technology resources

• Coordinated effort between all project members and other project dependencies

Associate Project Manager-Roaming Applications

• Managed releases on roaming applications working with Amdocs(Vendor)

• Elicited Roaming requirements from business and phased out the scope of the project according to priority.

• Developed As-is process maps for RAP process and To-be process maps and secured agreement from business.

• Gathered assessment from Vendors(Amdocs) on ARCM and APRM applications

• Management of defects during QA and integration testing and published reports to stakeholders.

• Budgeted the project cost at each stage of the project life cycle.

• Facilitated presentations of vendors with business partners to get agreement on the solution.

Associate Project Manager-Repair Tracking Application

• Increased Customer Satisfaction by automating manual processes and integrating applications.

• Elicited requirements from business Developed As-is process maps and To-be process maps and secured agreement from business.

• Secured project approval from business partner by making a convincing business case.

Application Infrastructure Program Manager - 3G Rollout

• Delivered IT hardware infrastructure for 3G Network Rollout program.

• Acted as a liaison between Application Project teams and Infrastructure teams.

• Managed the overall planning, cost, scope, estimation and execution.

• Gathered technical requirements, timelines/milestones from different project managers and teams.

• Facilitated meetings between 20 application teams and infrastructure team to review and assess technical requirements.

• Delivered communication plan document on hardware delivery and application setup.

• Prepared and published status reports to key stakeholders on a weekly basis.

Mobile Launch Manager - Koodo Mobile Brand Launch:

• Responsible for setting up and managing the war room to manage Post-Launch issues

• Directed and managed team members across 20 application teams

• Facilitated meetings across multiple teams to solve red hot issues in a timely manner.

• Facilitated defect resolution meetings with technical, functional, process, and business teams.

• Coordinated team activities between various Business and Information Technology resources.

• Coordinated effort between all project members and other project dependencies.

• Prepared and published status reports to key stakeholders on a daily basis.

IT Project Manager-Koodo Call Center

• Responsible for setting up the application training environment of Call Center Agents.

• Managed the overall planning, scope, estimation, testing and delivery of training applications.

• Management of defects during QA and integration testing and published reports to stakeholders.

• Managed and directed 15-20 team members for the deployment of training environment

• Resolved team conflicts by motivating the team members.

• Managed and monitored issues on a daily-basis by conducting status meeting.

• Prepared and published status reports to key stakeholders on a daily basis.

Solution Architect

• Reduced the cycle time to develop web pages by 80% for internal business units by delivering web portals utilizing Weblogic Portal, Documentum and Autonomy technologies

• Improved Customer Experience, by enabling Single-Sign on capability (Identity and Access Management) to TELUS web portals utilizing java, Sun Identity Access Manager technologies.

Tools: Minitab, MS Project, MS Excel, MS PowerPoint, MS Word, Caliber

Skills Utilized: Interviewing Stakeholders, Process Maps, Planning, Estimation, Execution, Presentation to Senior Management and Facilitation Experience

Consultant, Economical Insurance Toronto, Canada 06/2003 - 07/2005

CGI Inc. is one of the leading multinational consulting companies in Canada with branches in US and Worldwide.

• Represented CGI as a Release Manager in delivering the extranet application for an Economical insurance company

• Acted as a liaison between the development team and the client during the development and release of the application

Skills Utilized: Interviewing Stakeholders, Process Maps, Design, Development and Client Relationship Management

Senior IT Consultant (US) 12/1999 - 04/2003

Independent IT Consultant for Capital One (Financial), Applied Materials (SemiConductor), Personic Inc, Interpro and Eforce.

• Delivered web based reporting application for Applied Materials.

• Delivered credit limit increase application in Capital One.

Skills Utilized: RFP Proposal, Interviewing Stakeholders, Process Maps, Planning, Estimation, Presentation to Senior Management and Facilitation Experience

Consultant, Analysts International Inc. Minneapolis, US 04/1998 - 12/1999

Analysts International is a global technology consulting company in US with 40 branch offices in US.

• Detailed Process Analysis deliverables for a huge Sales Process Improvement project in Target Corporation.

• Reduced cost and efficiency of Target corporation(Retail) by amalgamating sales processes of 3 sister companies of Target

Skills Utilized: Interviewing Stakeholders, Process Maps, Estimation, Presentation to Senior Management and Facilitation Experience

Consultant, DSRC Inc. Chennai, India 12/1996 - 04/1997

• Maintained Payroll system for NorthWest Airlines (US).

Education

• MBA from Kellogg School of Management (Chicago, US) and York University (Canada), July 2007

• M.S., Computer Applications from University of Madras, India, 1996

• B.S Mathematics from University of Madras, India 1993

• Lean Six Sigma Black Belt/Business Process Re-engineering(2008)

• ITIL/Scrum Master Certifications

• Training in Function Point Analysis

• COBIT for Sarbanes Oxley

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