Technical Program Management on Agile PLM domain. Drive IT projects, work in conjunction with PMO, driving team communications and improve the project organizationLeader in working with cross functional groups developing and implementing successful solutions to improve quality of I/T software and customer experienceWork in collaboration with all cross functional teams including functional testing, release management and sustenance to deploy critical production changes during planned downtime.Effectively manage project budgets being cognizant about scope and delivery timeMentor, motivate and drive teams to deliver project deliverables

Accountable for managing process designing projects concentrating on reducing the warranty costsMaintaining cross functional coordination to ensure project completion within specified quality, cost and timelines and ensuring strict observance thereof including handling of project closeout.Measure of success included - Helped reduce a key warranty metric on XPS product line resulting in $1.2 M savings in FY13 through strong weekly governance, project reviews, strategic action plans and uniform deployment strategyCollaborate with the team members, senior management and Client to maintain a continuous stream of information regarding the project status and progressStreamlining operational process in the form of Process and functional automation thereby reducing inefficiencies and improving Business Value of the programsSuggesting & executing strategic ideas & techniques for saving operational costs & improving process efficiency. Management of Risks & mitigation plans to minimize loss & impactContinuous improvement & service excellenceProviding first line customer support by defining procedures for answering queries and resolving issues within minimum TAT and with best quality of services

Managed policy & procedures for WW Consumer. Revised & managed global policy content on internal knowledge bases. Accomplished the policy simplification project for WW consumer.Managed executive escalations for WW Consumer. Closely interacted with senior leadership team on feedback from customers and close looping with corrective actionsFunctionally managed the Level 3 technical support for WW Consumer - PrintersEquipped the knack of functional management along with practical experience in project scoping, estimation, planning, risk management, finalization of technical / functional specifications involving the resource administration and quality management of products/processes/applications.

Responsible for scheduling calls for audits by Dell approved vendors and reporting the weekly audit scores. Vendor Management - Performance management of vendors - Weekly review of delivery reliability, quality and accuracy of audits performed with in-depth focus on calibrations and train the auditor sessions. Developed a measure of performance based payments for vendorsAutomated the technology process of seamlessly transferring calls for audits between Dell & vendorsWork in close liaison with Dell legal teams to ensure legally viability.

Lead a team of 50-100 front line tech support customer facing experts.Prolific team leader, trainer and a motivator having ability to build and retain cohesive team of performers as well as maintain TAT, Quality, Productivity and Behavioral aspects of the TeamManage bottom quartile teams, train on opportunity areas and bringing them to speedAssign & review weekly performances and help team members realize their short-medium term goalsAlign organizational goals to team goals and ensure un-parallel opportunities for team members to learn and grow as a team