Mandy Etemad, Pmp, Csm, Cspo Email & Phone Number

• Responsible for Infrastructure Program Management overseeing the following areas:o Departmental resource & project planning o Interdepartmental project alignment o Strategic planningo Develop project reports and identify critical KPIso Present status reports and KPIs to IT management on a monthly basiso Develop and implement new process improvement areas within IT Infrastructureo Act as liaison between IT Infrastructure and Audit & Complianceo Manage IT Infrastructure’s portion of the offshore program• I currently manage multiple IT Infrastructure projects in the following areas: Microsoft Windows applications, Server/Desktop virtualization, AWS & cloud migration, Information Security and Data Analytics• Also conduct regular meetings with technology teams to gather technical and business requirements, track progress and remove roadblocks• I develop project plans, timelines, milestones and identify areas of risk• And act as a cross-functional liaison between different teams in IT Infrastructure and Application Development

Ventura

Managed the following projects:• Windows XP to Windows 7 migration project• Active Network CLASS upgrade and customization project

Project Manager• Managed multiple large scale BMC Remedy upgrade and customization projects• Defined project scope and gathered requirements from multiple stakeholders across entities and regions• Coordinated project execution and software development process• Monitored and controlled project scope, schedule, and change requests• Delivered weekly presentations on project overview, project plans, and project status to senior management• Planned UAT/system acceptance activities for the region and coordinated with other regions to cover all time zones• Planned and managed roll out of software including client installation, access rights, and skill assignments for the region• Planned and conducted end-user training for new processes and features Software Service Operations• Monitored and controlled ticket handling process using Remedy and coordinated with 3 escalation tiers to ensure proper and timely resolution of cases• Created reports via BOXI to monitor KPIs and ensue fulfillment of customer SLA as well as internal OLA• Conducted customer satisfaction surveys to pinpoint problem areas• Established and implemented preventive/corrective actions to improve service delivery and KPIs• Planned and finalized resource allocation with workgroup managers and ensured availability of technical analysts for all product groups based on ticket volumes• Acted as administrator for all NSN proprietary software performing installations, access management, and troubleshooting

• Performed user administration for all NSN proprietary software• Trained internal and customer users on various software• Monitored and controlled ticket handling and ensured timely resolution of cases• Generated KPI reports and ensured SLA compliance

Technical Service Team Leader• Installed Base Management: responsible for inventory record keeping and creating customer reports• Firmware Modification: delivered hardware and firmware upgrade instructions to customer and performed firmware modifications• Software Update: performed software maintenance and patch-set installation• Repair and Return: collected faulty units from customer sites and sent to factory in Germany for repair

Master Of Science (M.S.), Information & Communication Sciences

Bachelor Of Arts (B.A.), Telecommunications