Opportunity Management:• Define appropriate delivery model for customer project based on Fortinet’s methodology, pre-defined services, Cloud solutions delivery, on-site/remote delivery, Regional Delivery as needed to deliver on customer success• Scope and estimate the engagement• Determine required resources for the project• Assess, document and communicate risk for the engagement• Promote Fortinet’s Professional Services excellence mindset and approach in delivery execution. Delivery• Conduct the project planning activities and manage the execution of large scale, high risk, or strategic projects according to plan (Opportunity Management, Initiating to Closing…)• Manage relationship with project stakeholders, including internal and external clients, keeping stakeholders informed of progress and issues in order to manage expectations on all project requirements and deliverables.• Manage and communicate a clear vision of the project’s objectives, create a project environment that enables peak performance by team members.• Balance the trade-off of the triple- constraint (time, cost and scope) to realize the expected business value.• Evaluate strategic options and alternatives for delivering or offering services in a more efficient or cost effective manner.• Proactively identified changes in work scope and ensure appropriate planning measures are taken with internal and external stakeholders to reassess and amend the scope of work requirements, budget and timeline. • Analyze risk, establish contingency plans and identify trigger events and responsibilities for initiating mitigating action.• Communicate and/or escalate project issues early to account management and delivery management.• Determined what constitutes successful closure for all parties. Gain acceptance and sign-off when closure is attained. Proactively managed project stakeholder satisfaction to position and secure customer reference and success story.

As senior Project Manager assigned to a multinational bank managing 3 technology projects for the ATMs department.  Managed the successful implementation of TLS 1.2 (Transport Layer Security) on 9000+ ATMs throughout the country.o Worked out technical implementation issues with various support teams.o Notified upper management of risks that would jeopardize delivery date.o Presented weekly/monthly advances to Stakeholders and Board of Directors.o Prepared evidence in junction with operations team for CAP closure. Managed the successful migration of web instances to new infrastructure. ATM’s electronic journal enhancement project managed successfully. Currently managing phase 2 of the TLS implementation, encrypting two additional communication channels.

Playing a role of Major Incident Manager assigned to Novartis, I have been responsible to drive Continuous Improvement as a project which included but not limited to:Identify reoccurring incidents and draw up release plan for root cause solutionSeek the solution of escalations and follow until closureInteraction with Commercial team to communicate Business OpportunitiesIdentify key areas of Improvement based on the inputs from the Business stake holdersCollaborate with various key teams such as L2, PMO, Finance, Recruitment and the Management layer to initiate the planning workshopDefine & Agree on the Improvement Framework and resourcing requirementEstablish a Governance structure and define key rolesDrive the Improvements to closure and keep a track of all key risks and mitigation planMajor Incident Manager role gave an insight to some of the frequently repeated Issues and helps to define an Improvement plan which was further deployed as a project for closure. Some of my key CIP projects are as follows:- Transition various processes (Incident, Problem, Escalations, CSAT, Knowledge) from previous service provider- Align Global processes and services with other Operation Data Centers (Manila, Bucharest, Chengdu)- Lead meetings with customers to consolidate incidents and resolution times- Lower Incident Response times- Creation and presentation of Monthly Deck to customer- Develop and Implement strategies to comply to contractual SLA- Liaison between Service Management and customer for Continual Service Improvement.- Interaction with Service Desk Manager to improve end user satisfaction- Interaction with Account Management to communicate business opportunities

Provided project management, technical writing, administrative services and technology support for Major Incident reduction. Partnered Change Manager to prevent major incidents derived from changes applied to Production environment. Manage and follow up all production mayor incidents, from initial outage until service restoration. Manage crisis call, contact various support teams to restore service as soon as possible. Overview of incident’s life cycle until closure, validate proper documentation of incidents, be liaison with Problem Management and track incidents derived from Changes. Generate and present daily, weekly and monthly reports with KPIS for upper management and directors abroad.

Performing implementations at all stages (definition of scope and requirements, design, installation, configuration, documentation, training and support) in Service Desks and Project Management Offices aligned to global standards and best practices. The roles in projects executed have been Senior Consultant, technically.

Provide support with the Change Management processes for the Design and Develop area with in the Design, Test, and QA environments. Seek resolution for requirements who's SLA has expired. Support users with the use of the Remedy RSM tool and the requirement and change processes. Documentation of processes based on ITIL.

Supervise the region’s escalation and incident management processes. Ensure incidents are resolved with in SLA. Notify upper management and business segment of possible or confirmed monetary, customer image and/or infrastructure impacts. Collaborate with the North America and European Incident Management teams.

Supervise incident’s life cycle, to meet Service Level Agreements, from initial call to its final resolution. Meet with client to go over weekly and monthly reports of incidents reported and their timelines. Document and implement ITIL based processes.

SHELL Request Desk Team Lead (Back Office) - June 2008 - April 2009.Manage, create and delete groups, group policies, Data security, add/remove shared drive access (Active Directory). Filter and distribute incoming electronic requests on CRM. Remotely install applications according to requests from users. Create weekly and monthly evaluation reports for internal use and for the customer. Document (ITIL) changed and new processes to upload to knowledge base. Project – SYBASE – Service Desk Analyst – August 2006 – May 2008 As a Sybase Service Desk Analyst responsibilities include, but not limited to, troubleshooting of technical difficulties, such as network connections, e mail system configuration (Lotus Notes 6) and trouble shooting. Managed user’s incidents or requests from North America, Europe and Asia that came in through the self service portal and e mail inbox. Domain password reset and account unlock using active directory and a tool that synchronizes all passwords.Project - Innovene – Service Desk Analyst- July 05 – August 2006.Responded to incoming calls from users located in North America, Asia and Europe with any type of problem regarding their computer and connection to the network. Managed the Service Desk e mail inbox with requests from users with problems with SAP account management, NT account management (Active Directory, Microsoft Exchange) and/or any problem the user may have with IT resource.Project - British Petroleum – Software Management System (SMS)September 04 – July 05.Member of the SMS team, performing installation of applications remotely using a VPN connection. Case management via PeopleSoft CRM System, contacted users via e mail or over the phone in North America and South America, ensured application where installed properly.