Technical Services Manager
IBM
Total years of experience :10 years, 9 Months
The client is one of the North America’s largest healthcare provider with an extremely complex infrastructure of 40, 000 desktop/notebooks/workstations, 2200 applications, more than 5000 servers, and several petabytes of data.
• Increase scalability, security, predictability, flexibility, efficiency, and responsiveness in the use of IS resources to achieve the goals of the business
• Communicate effectively e.g. leading and facilitating meetings, preparing and delivering presentations and reports. Audiences include business/project managers, project team members and other orders of government and external parties.
• Assess and cultivate long-term strategic goals for BI development in conjunction with end users, managers, clients, and other stakeholders.
• Conduct research and make recommendations on BI products, services, and standards in support of procurement and development efforts.
• Evaluate and select database/data warehouse components, including hardware, relational database management systems, ETL software, metadata management tools, and database design solutions.
• Direct, organize, and lead projects in the implementation and use of new BI software tools and systems.
Lead the integration efforts for merging BI platforms with enterprise systems and applications.
Delivered Service Level agreement 95% of times.
• Reduced unplanned attrition by 5% and turnover rate by 28% in 2014.
• Increased customer satisfaction by 4% from 78% to 82%.
• Introduced key leading continual service Improvement projects on various services provided.
SERVICE DELIVERY MANAGER | IBM | NOV 2012 - OCT 2013
• Apply technical expertise to perform analysis, development and testing for new or enhancements to existing complex, critical enterprise business applications and information, including unit, system, integration, regression, performance, security, usability, optimization/configuration testing and coordinates user acceptance testing
• Responsible for providing leadership and guidance to all members of the Technical Services teams,
• Chaired Major Incident Bridges on complex application architecture, infrastructure issues, coordinating a timely resolution;
• Coordinated client`s escalations by engaging key resources across the organization;
• Conducted two fit gap analysis studies. And implemented new policies for fit gap.
• Developed strategies for continuous service improvement and ongoing documentation for each service;
• Developed action plans for all “out of line” performance indicators.
REPORTING AND METRICS SPECIALIST | IBM | Aug 2011 - OCT 2012
PROJECT MANAGER | IBM | SEP 2008 - AUG 2011
• Completed Projects on Infrastructure, Data Mining, Business intelligence dashboards and reporting for large scale Healthcare client; prepared time/cost estimates, planning/executing interactive and iterative product development cycles. The projects ranged from 65K to 1.5 Million CAD$
• Focused on supporting various e-commerce projects by creating agile SDLC documentation, reviewing statement of work, MOUs and agreements to elicit requirements, translating wireframes and creative layouts to requirements, facilitating JAD, requirements refining sessions. Assisted several PMs on various Ecommerce projects from inception to completion and helping them meet assigned deadlines.
PROJECT COORDINATOR | IBM | MAR 2008 - SEP 2008
• Supported projects in Healthcare, Finance and Information Technology industry;
• Projects ranged from 20k to 800K CAD$
BUSINESS ANALYST | IBM | DEC 2006 - MAR 2008
• The Primary project was for a banking institution biggest one valued at 900 Million leading a team of other BA, interfaced with Brokerage clients and Product Strategists to gather requirements and ensure these are articulated into system requirements.
• Also worked on oil and gas clients for various projects at different stages.
Involved as a key member of project teams through all phases of blue-printing, realization, go-live, rollout and post implementation support of SAP BW in LIS & Cockpit.
Created client software which was multi-threaded (MTA) OPC compliant Alarms & Events in Visual Studio 6.0 C++ utilizing MFC, ATL Com/DCOM technology for remote registration to OPC Servers embedded in ABB 800 XA Distributed Control Systems.