Solutions oriented IT professional with nearly 8 years of experience and diversified expertise in IT Operations Management and Project Management. Extensive expertise in leading diverse and complex projects to successful results while managing cross-functional international teams of 100+ individuals. A strategic thinker who drives teams to meet or exceed expectations and brings innovation and continuous improvement to Project execution and IT Operations by leveraging industry best practices including ITIL and Six Sigma.
·Playing and Following Football
·Reading Non – Fiction books
·Business and Productivity Blogs
Mar 2010 - Present
Infrastructure Operations Manager
Responsible for providing IT Operations management of the company’s infrastructure services, keeping the business running for the thousands of employees and millions of customers.Reporting to the VP of IT Service Management , managed and drove an international team with 5 direct reports.
·Led and drove Infrastructure Incident Management teams through major issue detection to resolution and recovery to meet the stringent 99.50% SLA requirement for Enterprise Systems Availability
·Facilitated teleconference bridges engaging appropriate parties to determine business impact and decisions regarding next steps to ensure minimal impact to business community
·Provided regular incident notifications (planned & unplanned) to impacted lines of business and senior leadership with appropriate data
·Adept in driving technical resources to exceed stringent service demands pursuing ITIL Incident, Change, Configuration, Problem, Service, Disaster Recovery and Asset Management guidelines and procedures
·Reduced the number of monthly Severity 1 and 2 incidents by nearly 30% by Initiating improvements to the environment and adopting best practices
·Increased Root Cause Analysis (RCA) completion rates improving the time to resolve known-errors and reducing re-occurrence of major outages and problems
·Led quarterly reviews of IT Business Continuity Plans (BCP) and running Disaster Recovery (DR) Tests to ensure IT met Business Recovery Time Objectives
·Involved in managing, organizing and optimizing the IT Service Management /ITIL Processes
·Technology - Client/Server and web applications
Apr 2009 - Mar 2010
Configuration and Change Manager
Responsible for evaluating all changes put into the production environment, and for the data integrity of the CMDB.Reported to the Director of Change and Configuration Management.
·Successfully managed and completed CA CMDB rollout project on schedule and below budget, through requirement analysis,tool selection, and implementation
·Drove integration of CMDB with other ITIL disciples such as Incident , Problem , Change , Release Management
·Spearheaded implementation of standardized system lifecycle and change management procedures across all teams, providing an audit trail and eliminating errors that previously required backouts
·Owned company Change Management component and managed the team to review ~ 1500 change requests per month through change life cycle
·Managed project to create and document pre-approved Standard Changes, bringing best practices into the forefront of implementations while reducing risk and human/process errors
·Conceptualized and implemented the Updated Emergency Change process for the company, improving 50 % of the response time required for senior leadership approvals
·Developed, tracked, evaluated, and presented monthly change and configuration metrics to Executive Management
·Planned and led training and brown bag sessions to all employees as part of rolling out new change management policies
Jan 2008 - Apr 2009
Customer Experience Manager
Responsible for leading teams to utilize a suite of tools and proactive processes to drive stronger relationships and create a positive end-user experience thereby improving the customer confidence in the reliability, security, and brand as a whole for the company. Reporting to the director of Operations.
·Implemented and Operationalized the Omniture Analytics tool to help in identifying and removing customer pain points to help improve the overall Customer Experience
·Managed Gomez tool to monitor and analyze web site performance and enabled the tool to quickly direct teams to perform remediation in case of issues hindering customers experiencing the level of service they expect
·Received accolades from senior management for the team being a major factor in increased completed transactions, improved conversion rates, and greater customer satisfaction and retention.
Aug 2006 - Jan 2008
Project Technical Lead
Responsible for leading the technical team in a time critical JAVA J2EE application migration project.
·Led 6 person team in successfully implementing the project following the Software Development Life Cycle , on schedule and 10% below budget
·Led and implemented Six Sigma project in improving the application response time by 40% . Successfully completed the Green Belt certification after performing this project
Oct 2005 - Aug 2006
Onsite Technical Lead
Responsible for leading and coordinating the onsite and offshore technical teams in upgrading and supporting the Web Analytics solution of the company
Nov 2003 - Oct 2005
Responsible for designing, building and managing client-server online applications for the credit card division of the company