• Drives process improvement initiatives for multiple functional areas of the Business Transformation group including Application Service Management, PMO, and IT Service Management.• Led key initiatives for ITSM Processes: ServiceNow Enhancements, Data Migration from old change management tool (MS Access Database) to ServiceNow, CR Database Clean-up, Waterfall to Agile Delivery Framework, Metrics Program for Application Releases, Process Documents Rebaselining• Provided significant support in eliciting requirements and defining solutions for major projects such as ITSM ServiceNow Implementation and CURA Software Implementation for Governance, Risk and Compliance• Facilitates Monthly/Quarterly Service Levels reporting and monitoring of KPIs

Project/Client: National Broadband Network• Led continuous process improvement initiatives for Construction processes within the Network Planning and Deployment• Provided significant contribution to the Customer Experience (CX) Initiative which complements the scale evolution with customer-focused culture and processes across Network Planning and Deployment segment of the business to improve customer experience• Worked as liaison among stakeholders and facilitated workshops to understand their structure, business environment and operational requirements to deliver tailored business improvement solutions

Project/Client: Utility – Energy Provider in Australia• Supported the service delivery in managing contract requirements, project resources, budget and schedule to meet the goals of the Application Delivery unit including reporting• Prepared and analyzed project reports and performed reviews with project managers• Prepared and analyzed program reports and presented to Senior Management and Executive Level

Project/Client: Major Telco in Australia• Led the Metrics and Defect Prevention stream of the large transformation program which resulted to reduction of defects by 73% and cost savings of over $2M on avoided defects • Developed and implemented Measurement Plan and maintained Metrics Program • Developed metrics reporting tools which enabled streamlined measurement and reporting at different levels (Account, Engagement, Stream and Application levels).• Created an Estimating Model and developed Productivity Measurement Process to be used for increasing productivity and reducing costs• Analyzed metrics and Key Performance Indicators (KPIs) and facilitated reviews with Project Leads and Program Management

Project/Client: Software Engineering Process Group (SEPG) / Delivery Excellence• Supported projects in setting up their Quality Infrastructure by tailoring the established processes and methodologies to suit project specific needs• Provided technical expertise and consultation in quality and process improvement models and techniques to supported projects • Conducted Internal Quality Audits to evaluate project’s compliance to organization standards• Participated in CMMI Appraisal (SCAMPI) activities

Project/Client: Software Engineering Process Group (SEPG) / Delivery Excellence• Developed Process Performance Models (PPMs) using Regression Analysis. PPMs were critical to CMMI L4 and L5 High Maturity Implementation. • Supported projects and fellow project supports on PPM and Quantitative Project Management (QPM) Plan implementation, including the use of PPM and Statistical Process Control (SPC)• Established Process Performance Baselines (PPBs) at the organization and project levels

Project/Client: Large US National Health Insurer• Made code changes to online and batch modules following the design specifications and standards• Prepared unit test plans and executed unit tests• Investigated and fixed production support tickets- Investigated and fixed production support tickets