Ram Agrawal Email & Phone Number

Bozeman, Montana, Us

• Serving 3 premium clients with $50 million+ projected revenues. Customer first attitude, building strong relationship and earn trust by understanding the customers’ needs, timely delivery, and clear communication. • Onboarded processes, technology, and governance to deliver solutions in originations, fraud, and collections spaces from on-premises to hybrid cloud to third party cloud AWS.• Close collaboration with business sponsors, stakeholders, and functional owners to ensure well-defined business cases, strategies, and project plans are created with appropriate cost assumptions. • Leading executive steering committees, Quarterly Business Reviews, managing escalations, and effective risk tracking.• Resurrect the customer confidence. Not only stopped the current contract from failing but secured referrals, renewals, and new contracts of up to $20 million YoY.

Jacksonville, Fl, Us

• Accountable for managing $20 Million+ client relationship (external) and leading team of analyst and engineers (internal) for contractual deliveries• Launched Project Management Office, standards and tools. Designed and developed portfolio strategy, templates, resource optimization and control plan. Deployed portfolio dashboard. • Managed SoW, accountable for revenue recognition, SLA compliance and customer satisfaction• Established the program management methodology to scale up client delivery from one customer to three customers in six months.• Envisioned and implemented collaboration and reporting mechanism resulting in customer delight. • Instrumental in integrating and linking various data into a coherent whole, formulating alternatives and transforming this information and alternatives into a valuable and correct conclusion.• Guiding clients by giving targeted advice in their decision process. Always putting clients first by providing a personal service and by maintaining constructive contacts.• Managed multiple data vendors and MDM partners. Streamlined the data exchange services. Saved more than 10% by strategically aligning data processing with service level agreements.

Washington, District Of Columbia, Us

• Led 10 million plus portfolio of 147 concurrent implementations across 90 sites of hospitals and healthcare networks. Foresee and understand the upcoming requirements and need of hospitals. Collaborate with product team and deliver the solution.• Re-built the project management team and redefining the implementation models for better predictability of resources and quality delivery. • Introduced dashboard and measurement mechanism to monitor and control the progress.• Enabled healthcare partners realize value based care through localized and scalable strategies by integrated technology. Understand the healthcare technology stack and technology trends across the nation. Analyze the data extract from EPIC, Cerner and various EMR systems.• Partnered with actuarial firm Milliman, re-negotiated contract to reduce the delivery timeline from 10 weeks to 4 weeks.• Led the implementations at healthcare pioneers like Memorial Hermann, Mission Point (St. Thomas), UCLA Health and scored referrals. • Revamped the implementation cycle, recommended and implement new technologies and architectures. Reduced the go-live timeline from 12 months to 6 months, realizing huge saving and providing value assessment.• Built the relationship with CMOs and CQOs by understanding the business objective of healthcare organizations. Suggested solution best serving the organization and realize the investment value. • Led team of IT analyst and healthcare consultant to technology and data arrangement in EPIC, EMRs like Cerner, McKesson and cost accounting systems. • Implemented data analytics solution to manage upto 250,000 at-risk contracts and controlling the cost.

Warsaw, Indiana, Us

• Established SDLC and PMO processes from ground up. Defined KPIs and created dashboards to track the development progress and predict the resource requirements. Installed Microsoft Project Server and established the project governance work flow.• Consolidated two major Data centers in Europe and USA and refresh the H/W • Led the Finance Transformation program, including outsourcing of account payable process to strategic partners in India. Saving of $2 million per year.• Co-coordinated SOX remediation plan for 15 major SAP applications, 150 controls in three regions (US, Europe and Japan).

Round Rock, Texas, Us

• Program - Dell Returns Operations Inventory Consolidation (10,000 hours, 8 months, $900K)- Delivered solution on-time, within budget - resulting in saving of $4 million per year.- Managed 8 application teams, 5 project managers, test team and multiple business partners in three regions. • Program – Launching Returns operations in EMEA region (15,000 hours, 14 months, $1.2 M)- Integrating vendor (Flextronics) with Dell’s reverse logistics operation. - Demonstrated skills on multi-region vendor management. Achieved win-win solution for various conflicting situations.- Smooth execution of Envisioning, Planning, Developing, Stabilizing and Delivery phases. • Program – Facility consolidation with vendor Genco (8,000 hours, 6 months)- Accountable for complete data center ownership transition. - Successfully managed decommissioning of 200 active servers and WAN between Austin to Nashville without any downtime. • Program - MQ Migration from dedicated to Farm servers - 30+ high availability applications, 300+ servers migration. Incident free delivery. - Projected savings of more than a million in a year and better supportability.• Portfolio management – Shipping, Reverse Logistics and Business Operations:- Managed Americas Business Operations and Portfolio – including effort estimate, budgeting, resource planning, scope finalization, create program charter and delegating PMs.- Developed IT team in India team from ground up without any impact to service delivery.- Transition of federal orders manufacturing from Ireland to continental US – successful on time delivery.- Retire old shipping application from Dell manufacturing facilities – On time no issue delivery. $100 K savings per quarter.- Saved $300 k by improving the performance of DCS application and avoiding the 3rd party support renewal.- Excellent communication and managing multiple projects simultaneously.

Round Rock, Texas, Us

- Instrumental on Incident, Problem and Change Management based on ITIL V3 model. Defined Configuration and Service Level Management process.- Established the problem management processes from ground up.- Led the SWAT Problem Management team for Brazil manufacturing facility having IT downtime impacting daily production. Stabilized the environment and achieved highest shipped units in any given quarter as well as reached highest units shipped number per day.- Managed the global team of 10 members to identify the root cause and provide permanent solution for Customer Change of Address requests for the items which have shipped already. With the new automated approach customer care achieved minimum 500 minutes reduction per day on the form filling process. Number of successful delivery increase by 50%.- Identified opportunities of reliability improvement and coordinated the effort to implement the solution all across IT organization which includes Infrastructure, DBAs, Server Ops, Security and Applications development. E.g. DST patch for Brazil (announced 2 days before the time change) rolling out in more than 500 servers, Microcode upgrade in SAN base storage on more than 400 servers, CSS count match on Oracle databases.- Aligned the Change Management Process to ITIL framework. Organized ‘Kaizen’ events to lower the compliance burden. Make it a smooth, robust and easy to adapt process. Reduced the number of ‘touches’ in Change Life Cycle by 50%. Defined the success criteria and achieved > 98% change yield (50 changes in a typical week).- Built the Production Services and Solution Delivery team responsible for Level 3 support and deployments. Defined and implemented transition and support process on ITIL V3 model.- 95% reduction on misses of warranty shipping (40000- 60000 parts/day), 50% reduction in incidents in first quarter.- Zero misses on second quarter shipping and no major IT incidents as outcome of problem management effort.

Rosemead, Ca, Us

- Standardize the current PMO process, associate information/data requirements and metrics for Change and Service Level Management process. - Updated the process models and relationship to data and technology. - Completed cycle-time analysis, resource consumption, capacity planning analysis, process bottleneck and cost benefit analysis. Perform internal and external benchmark analysis. - Developed process model and associated documents and presented recommendations. - Assessed gap against performance, compliance and maturity findings to identify improvement opportunities.- Focus on Continuous Process Improvement. Suggested, defined and designed processes for daily IT development, maintenance and operational activities.- Performed impact assessments, developed estimates for change requests and improvement suggestions as they are identified- Built methodology ‘body of knowledge’ and expertise within the company to ensure that lessons learned are captured and shared across the teams after completion of project.- Collected the proper field experience to refine methodologies to fit business needs.- Directed and performed problem diagnosis and analysis from incident records and all other data sources available. - Performed trending and analysis incidents. Analyzed complex problems, interpret operational needs, and developed integrated solutions. - Identified and consolidate data source to get performance trend of tasks executed across the organization. - Developed and trained to maintain software tools to automate and optimize the processes

Boise, Idaho, Us

Achievements:- Demonstrated skills in defining and designing effective and efficient process map in transition from functional to service oriented architecture in IT operations. - Implemented ITIL framework with HP Open View system.- Designed, implemented and promoted quality standards and process in liaison of change management.- Played key role in Sarbanes Oxley 404 act compliance and action plan development in IT operations- Member of Problem Management team helped reducing 507 incidents per week i.e. savings of $790,920 per year.- Created charter of Six Sigma Black belt project. Finalized the scope in association with diverse team to increase the utilization of existing 600 Unix and Windows servers from 5% to 25%.- Initiated and executed the project to automat various regular manual processes by eliminating redundant steps, designing new process and developing utilities. IT Operations:- Supported and Optimized the Supply Chain management (CICS and IDMS based warehousing and retail systems) and financial system on multiple platforms.- Provided guidance to team of three analysts in Retail & Price Maintenance System to improve the work flow. - Focus on Continuous Process Improvement. Suggested, defined and designed processes for daily IT Operational activities. - Revised user requirements and strategies and ensured that the conceptual design and technology solutions are supported and managed within the operations environment. - Ownership of production data and version control. Develop standard for support of data with disaster recovery plan. Implementation, scheduling and maintenance of EDI interface with UNIX system. - Performed Business and Systems Analysis, Developed detailed specifications, application coding, unit and systems testing.- Participated in IPL of mainframe MVS system and take care of IDMS, IMS and DB2 database.

Norwalk, Ct, Us

- Provided 24/7 system support. 100% on-time project delivery with Service Level Agreement of First Time Right. - Achieved 5/5 every quarter in customer satisfaction rating that was 3/5 before. Simultaneously provided support to three other systems (CASS, Client Servicing and Exxon Settlement). - Prepared monthly dashboard data and weekly matrix for Authorization system.- Successfully implemented GE Strategic Manager Rule Engine. Received appreciation for reducing the number of Incident Requests in all three systems- Lead the team of 6 members of Customer Account Servicing System. Responsibilities included coordination with onsite, task estimation and distribution to team members, problem analysis, and coding, testing and solution delivery. - Maintenance of Project Monitoring System and monthly project matrix preparation.- Process design for Defect Prevention team. - As Defect Prevention Lead reduced the project delivery defects to 30% (in scale of 100) in six months

- SAP, ERP Implementation

Dale Carnegie, Organizational Leadership

Mba, Marketing, Mis

Bachelor Of Electronics, Computer Science