Project Coordinator
Vectrus Systems Corporation
Total years of experience :26 years, 4 Months
My Job Functions as Project Coordinator include
1. Gather, consolidate, reports and assist with development of project plans & schedules for all Directorate taskings and projects.
2. Working in close coordination with Leads, other supervisors, Telecommunications Projects Manager, and appropriate external agencies to create a continuous flow of information regarding ongoing Directorate project activities.
3. Gathering all required data that will assist the Telecommunications Project Supervisors with planning, developing, directing, and coordinating logistical support for multiple, simultaneous, program level activities, and operational areas.
4. Interacting with the military, and other agency officials, both over the telephone and in person, in a professional and tactful manner.
5. Ensuring IMD program compliance with safety regulations and collecting and analyzing IMD data, such as Assessment Surveys and Inspections, required to support the alignment, maintenance, and execution of activities for Audits.
6. Remaining current on latest developments in the quality, safety, fire, and environmental industry through trade and vendor publications, and corporate-sponsored training.
7. Complying with all KBOSSS Environmental, Health, and Safety (EHS) and Quality Assurance (QA) requirements and goals. Providing documentation to these divisions as necessary to ensure adequate and legal documentation.
8. Performing other duties as required.
My Job Functions as Technical Manager include
1. Managing Project Management team and overseeing all implementation projects in terms of resources, technical requirements, scoping right from deal award upto milestone sign-offs and payment.
2. Managing entire after-sales support operations. Manage critical situations and de-escalation or critical incidents
3. Active involvement with the design and architecture of newly introduced cloud services under the brand name “JOUD Cloud Services”, including drafting of sales, on-boarding, support and billing processes for the same
4. Developing hiring and training plan for technical staff and helping make hiring decisions
5. Supervise IT staff right from the administrative perspective upto their growth and development on the technical front
6. Evaluate RFPs and assist the presales team with product and design decisions.
7. Consider project proposals and evaluate feasibility, effort, cost and design.
8. Generate ideas for improving and introducing new technical products
My Job Functions as Project Manager included:
1. Managing Information Security and Management Projects for SMB and Enterprise customers.
2. Vendor Management activities with various infrastructure, security and information maagement vendors like Symantec, IBM, Nutanix, Juniper, PaloAlto, Fortinet, ManageEngine, VMware, VEEAM, Eset, Websense, GFI amongst other vendors.
3. Support Management both internally and with vendor support teams.
4. Supervision of the conduction of PoC of various technologies as a part of the Presales Team
5. Business Documentation: Proposals, Tenders, RFP, RFQ, Manuals, Design, Scope Documents, Presentations, etc.
6. Project Management Activities, Communications Management, Risk Management, Information discovery, progress reports, etc.
Projects Handled: Handled a combination of over 150 small, medium and large sized successful project implementations till date. Currently handling 35 simultaneous projects.
My Job Functions as Project Manager included:
1. Managing Information Security and Management Projects for SMB and Enterprise customers.
2. Vendor Management activities with various infrastructure, security and information maagement vendors like Symantec, IBM, Nutanix, Juniper, PaloAlto, Fortinet, ManageEngine, VMware, VEEAM, Eset, Websense, GFI amongst other vendors.
3. Support Management both internally and with vendor support teams.
4. Supervision of the conduction of PoC of various technologies as a part of the Presales Team
5. Business Documentation: Proposals, Tenders, RFP, RFQ, Manuals, Design, Scope Documents, Presentations, etc.
6. Project Management Activities, Communications Management, Risk Management, Information discovery, progress reports, etc.
Projects Handled: Handled a combination of over 150 small, medium and large sized successful project implementations till date. Currently handling 35 simultaneous projects.
My Job Functions as Manager - Sales, Content and Quality Control included:
1. Managing the website content team and ensuring quality of data uploaded onto the website.
2. Research on new products and conduction of pilot sales and marketing activities
3. Analysis of user interactions, and providing suggestions to improve customer experience.
4. Manging the customer support team (voice, email & workshop) and handling escalations as per situation demands.
5. Analysis of slow moving merchandise and improvising ways of stock clearance.
My Job Functions as Business Analyst / Project Manager included:
1. Process Consultancy, Business Process Mapping and Re-engineering.
2. Business Documentation: Proposals, Tenders, RFP, RFQ, Manuals, Presentations, etc.
3. General Project Management Activities, Information discovery, progress reports, etc.
Projects Handled: 1 full banking process re-engineering project done. Currently managing a HP PPM Implementation at a bank, a BMC Capacity Optimisation in Oil & Gas and 1 Internal ISO 20000 project.
My Job Functions as CRM Consultant / Project Manager included:
1. Collecting business requirements from the customer by interfacing with business users to prepare and update Business Process Requirements (BPR) and Software System Requirements (SSR).
2. Ensured succesful migration of all existing data, media files, contact lists, etc.
3. Designed workflows and implemented MS CRM to automate all the marketing and sales processes as per customer requirements
4. Perfomed integration with Microsoft Outlook. Configured mail-merge templates for Microsoft Word.
5. Performed GAP analysis of business rules, business and system process flows, user administration, and requirements.
6. Created and supervised running of test cases.
7. Scheduled automatic backup and archival of data.
My Job Functions as Project Manager included:
1. Leading a Team of Process Consultants and supporting CRM implementation projects for strategic customers.
2. Managing smooth delivery of periodic build releases to each customer, ensuring a zero-defect release and resolution to all pending fixes and enhancements. Ensuring timely product release, ensuring timely delivery from each team involved in the development, quality assurance, etc, of the build.
3. Handling customer interactions, their concerns, requirements, escalations and also liaisoning between the core product team, the process team, the quality team and the customer as and when required.
4. Managing the information discovery process for understanding both the requested as well as the implied requirements of the customer.
5. Evaluating effort estimates, preparing high level estimates and techno-commercial proposals for customers depending on their requirements, and negotiating proposals with the customer.
6. Assisting with technical and functional product documentation, and guidelines for product support and delivery.
7. Preparing and distributing weekly and monthly reports and newsletters with customers as well as internally.
Projects Handled: 8 Implementation Projects handled
My Job Functions as Team Leader included:
1. Handling and motivating a Team of 15+ Customer Support Advisors, to work towards meeting the required service levels and quality.
2. Call monitoring and feedback for advisors to ensure continual improvement of call quality.
3. Maintenance of records of CSAs which included attendance, performance reports, incentive computations, progress reports, action plans, 1-on-1 interactions, and corrective action documents.
4. Managing monthly, quarterly, half yearly and yearly appraisals of CSAs including confirmation appraisals.
5. Handling of escalations and objections and taking decisions in such cases to ensure maximum customer satisfaction.
6. Updating advisors with the frequent changes to product and process which is very evident in a very volatile process.
7. Liasoning with the Process change management team to ensure every new concern is incorporated into product and process.
Projects Handled: 1 Process Improvement Project handled (please see project summary)
My Job Functions as Team Leader included:
1. Training a team of 18 New Hires, for a completely new transition process involving support of hardware and factory installed software for DELL Computers, USA
2. Handling and motivating a Team of 15+ Telephonic Customer Support Professionals.
3. Maintenance of records of CSPs which included attendance, performance reports, incentive computations, progress reports, action plans, 1-on-1 interactions, and corrective action documents.
4. Handling of Escalations and Super Escalations.
5. Research on various emerging issues related to the client’s software.
6. Attending conference calls with the client.
Projects Handled: 1 Quality Improvement Project handled
My Job Functions as Technical Facilitator included:
1. Supervision of 15 Telephonic Customer Support Agents for MSN, a US based ISP.
2. Handling of Escalated Calls.
3. Research on various emerging issues related to connectivity ans usage of the client’s software.
4. Providing feedback to the Associates on various weaknesses and upcoming problems.
5. Participating in mentor calls between various service vendors of the client.
My Job Functions as Technical Support Associate included:
1. Telephonic Customer Support of Desktop Computers for DELL, USA.
2. Troubleshooting of Hardware, Operating System and bundled software issues.
3. Setting up Warranty replacements, and Service calls for customers as per analysis and policy.
My Job Functions as Sales & Customer Support Engineer included:
1. Promoting Customised Software products of the company, especially in the Hotel Industry.
2. Promoting Software for companies like Veritas, Seagate and Peutronics. Highest number of Veritas Backup-Exec and Seagate Crystal Reports sold in the first quarter of 1999.
3. Advising clients about their hardware requirements, and promoting Hardware Solutions provided by the company.
4. Installating, Implementating and Maintaining Software provided by the company.
5. Maintenance of Hardware provided by the company.
6. Providing 24-Hour Emergency Support to special customers, even after office hours.
7. Undertaking Corporate Training of Software provided by the company to customers.
Semester Internship: Trainee at IT Department of the dock.
Production Engineering