Senior Technical Program Manager
CurrentImplemented Enterprise Virtual Agent leveraging IBM Watson Assistant, NLP and Discovery. Executed multiple projects as part of Customer Support WebFirst Transformation program: ----> Transformed and modernized Software Download center ----> Improved case management performance by 50% with rollout of Oracle Service Cloud BUI. ----> Reduced customer support case volume by 1000 cases per month with Self-service portal. Leading Customer Support IT track on various M&A initiatives (APTARE, Globanet, Hubstor). Led IT Readiness track for SFDC to Oracle CX transformation program ($25M budget) ----> Ensured that the program met the requirements of Architecture, Security & Audit frameworks ----> Engaged in detailed cutover planning and execution ----> Collaborated with Servicenow team for defining new catalogs and queues ----> Managed transition to Operations Managed Finance and Order to Cash tracks on Public Sector and GDPR Compliance program. Led Accounts Receivables and Advanced Collections tracks for Veritas Separation program.