Program Manager at Engage ESM

• Feb 2020 - Present

Engage ESM is an Atos company and Elite partner for ServiceNow® globally; providing design, implementation, and support services to customers worldwide. Engage ESM helps customers improve their performance across IT, Operations, Customer Service, Security, and HR – and extend the value of existing investments in ServiceNow®.

Technical Program Manager

• Jan 2017 - Feb 2020

Sr. Project Manager

• Jan 2015 - Present

Services Project Manager

• Nov 2009 - Jan 2015

Responsibilities as Project Manager:• Oversee multiple large complex projects at one time within a Global Account. • Interact and effectively communicate to the client's senior level management team the state of the project and future business opportunities through executive briefings. • Lead services business development effort within assigned accounts and generally responsible for follow on work. • Ensure Project Plan matches with the scope and deliverables as outlined in the… Responsibilities as Project Manager:• Oversee multiple large complex projects at one time within a Global Account. • Interact and effectively communicate to the client's senior level management team the state of the project and future business opportunities through executive briefings. • Lead services business development effort within assigned accounts and generally responsible for follow on work. • Ensure Project Plan matches with the scope and deliverables as outlined in the Statements of Work (SOW) and is created utilizing CA Services tools and Best Practices. • Ensure that work is not performed outside of contracted scope without appropriate change order documentation accepted by the client. • Maintain a complete project schedule which identifies all project tasks, resources, progress against those tasks and project schedule performance against baseline. • Manage and maintain project cost monitoring, budget and forecasting.• Create and execute a growth plan including a strategy to build, manage, and burn the backlog in order to attain revenue goals.• Interact with staff, customer and other CA departments as necessary to escalate implementation issues, with the purpose of timely and effective resolution.• Manage the sales relationship with the area business unit sales group.• Drive professionalism and delivery quality throughout the team.• Ensure that work is not performed outside of contracted scope without appropriate change order documentation accepted by the client. Responsible for maintaining out of scope requests and working with the client and account team to develop those requests into additional CA business. Show more Show less

Senior Capacity Analyst

• Jun 2009 - Nov 2009

As a Senior Capacity Analyst my responsibilities included:o Understand ITIL framework.o Provide technical guidance and advice, mentoring and work direction to technical analysts.o Provide Data Network Capacity planning and analysis to avoid any congestion, bottlenecks and forecast for Network links & Devices upgrades and validate the Network design architecture.o Prepare for capacity review meetingso Identify business capacity issues and scope and cost options and… As a Senior Capacity Analyst my responsibilities included:o Understand ITIL framework.o Provide technical guidance and advice, mentoring and work direction to technical analysts.o Provide Data Network Capacity planning and analysis to avoid any congestion, bottlenecks and forecast for Network links & Devices upgrades and validate the Network design architecture.o Prepare for capacity review meetingso Identify business capacity issues and scope and cost options and recommendations for governance reviewso Attend capacity review meetings Show more Show less

Management Associate

• Jan 2005 - Jun 2009

As a Lead Consultant on Network Management product, my responsibilities included:• Accurately and efficiently architect and implement products of chosen expertise as a single Business Unit multi-product solution and/or a cross Business Unit multi-product integrated solution within the client environment through utilizing Services Best Practices. • Meet or exceed customer expectations by designing, scoping, assessing and delivering solutions that address the client's business… As a Lead Consultant on Network Management product, my responsibilities included:• Accurately and efficiently architect and implement products of chosen expertise as a single Business Unit multi-product solution and/or a cross Business Unit multi-product integrated solution within the client environment through utilizing Services Best Practices. • Meet or exceed customer expectations by designing, scoping, assessing and delivering solutions that address the client's business requirements and are within the "Scope of Work" as agreed to by CA Technologies and Customer. • Effectively troubleshoot technical integrated solution implementation issues for solutions of chosen expertise. • As a project technical team lead contribute product and solution expertise, and provide project planning support as required to deliver a successful client engagement. • Demonstrate a commanding ability to assess the client's current infrastructure, business requirements and planned budget to effectively position and design a complete CA solution that adheres to Services Best Practices.• Accurately and efficiently implement products of chosen expertise as a single Business Unit multi-product solution within the client environment. Show more Show less