Sonia G. Email and Phone Number

Program manager:• Building high performance Teams Continuous improvement• Leadership/ Team Management • Demonstrated organization/ Planning skills. • Adaptability • Problem solving and Analytical skills.• Leading the patching and security remediation of IBM/Kyndryl 400+ customers, 5000+ VM’s with above 98% Change success rate• Creating campaigns, planning capacity, reviewing changes, working with technical SMEs to prepare SOP’s.• Multiple stakeholder management to ensure Patch repositories are locked and available in the beginning of the quarter, working with client facing team aligning with SRE’s to get engineers assigned, reviewing complex changes having multiple dependencies, ensuring the pre-checks are performed on time, • Failed changes reviewed, root cause analysis performed, helping team to identify and document corrective and preventive action, sharing best practices with the team• Capturing KPI, challenges and achievements to the senior management, identifying training needs for the team• Analyzing risk, identifying opportunities for improvement using Lean/Six Sigma, improving processes to improve productivity, TAT• Helping create and maintain Product Backlog, prioritizing user stories, helping team work in sprints , performing retrospective, tracking velocity and Burndown charts along with other metrics• Working with Automation team to provide use cases, user stories , working with testing team to test the deliverables and helping roll out automation to the delivery team• Focus on continual improvement by analyzing and improving the process and identifying opportunities. • Conducting reviews, audits of changes, tickets to ensure proper documentation in place, SLA’s are adhered • Documenting risk acceptance letters from the customer for the VM’s which are not quarterly patched as per contract. • Reviewing and approving the evidence attached for Noncompliance closure.

Leading the Quality team, helping team to scale up and improving Quality metrics. Leading the Quality initiatives, presenting reports to senior management on the progress globally and work towards achieving target.• Lead the Quality Team.set targets and identify improvement opportunity• Define Processes, templates, checklists. Review with senior management and baseline the processes• Collaborating with Sending Geo, account team, Service managers and Quality Analysts to drive service improvement programs (SIPs)• Initiating Client Life line metrics• Identifying defects in the process and works with SL QAs to drive Defect prevention program• SPOC of quality related issues at the account level• Establishing , Tracking , Measuring and Controlling account level metrics and performance• E2E Process Map for Account• Facilitating at time of PMR Audits• Ticket Quality Audits Report weekly metrics to the senior management• Review the ticket documentation and help the team to scale up• Training the team on the Processes• Analyze the data and identify defect and problem prevention opportunity• Form the team for DPP and take it to closure• Gather lessons learned and prepare best practices/case study for future reference• Idea sharing initiative within the production support team • Identifying top performers and set reward program• Maintaining the action item tracker• Preparing performance dashboard for the LOB and presenting to senior management• Set up tool for capturing SLA response and resolution • Set up tool to identify probable SLA miss which help to meet SLA targets• Co-ordinate with onsite team and involve in Global initiatives which help best practice sharing within the organization• Created a community to consolidate all the Quality initiatives in one place. Ensured participation from team members which helped to take views/suggestions from the team• Submitted assets to IBM portal to create reusable artifacts

DQS-UL MSS (underwriter laboratories certification bodies for management systems worldwide)System assessor• Preparing road map for CMMi projects• Monitoring and tracking status of various programs• Defining processes and providing support to implement them for the respective organizations.• Conducting audit and consultation for various companies• Preparing training materials and conducting training• Co-ordinate with the external auditor and help archiving all the relevant artifacts to common are• Training the project managers on the various process and helping them answer the CMMi Interview• Conducting mock audits to help organizations achieve target CMMi level Driving lean initiative at organization level• Defining lean framework• Facilitate project to implement the Organizational processes• Coach project managers and team on Organizational processes• Conduct work internal audit, release audits• Implementation of CMMI Dev and services practices• Identifying and reporting project risks and publish status to management bi weekly• Assist project in collection and analysis of metrics• Participate in defect prevention meeting and assist projects in identifying the root causes of defects and appropriate corrective actions• Analysis of customer feedback and initiating corrective/preventive actions for Customer complaint and CSS • Active member of the SEPG group and involved in process definition• Establishing PPB and PPMs• Conducting process related training• Performing CMMI GAP analysis

CMMI Assessment and its implementation, Handling accounts, Identifying project goals, strategies, risks, reviewing the project management plan, milestones analysis, collecting and analyzing metrics report and Preparing PCB, gathering project learning, participating in Defect prev enation activities, performing ELF & CSAT analysis, presenting the account status to delivery. Participated in CMMi L5 assessment and provided FAR training to the FAR team. Identified account level initiative and helped project achieve effort/cost saving based on lean principles Responsibilities Include and Nature of Job• CMMi Assessment of projects• Set up Improvement plan for projects• Engagement level feedback analysis, CSAT analysis• Helped the documentation team to set up the process, Root cause analysis of defects from customer end was done which helped to bring in new strategies into the project• Introduced a tool to track the project status effectively on a regular basis. The findings were circulated and reported to the senior management. Schedule, effort, defect, Utilization of resources was well tracked by this tool.• Conducting training for the project team to help understand the processes and various metrics• Attending Delivery group review meeting with senior management• Preparing presentation on monthly basis on the overall projects status• Tools usage initiative, effort savings in the projects thus increasing the productivity• Agile methodology in projects to reduce time to market• Account level analysis and identification of improvement area• Performing Internal Audit, Facilitating Project Initiation, Execution & Closure activities• Monitoring project risk and issues. Trained team members on process• Creating Baselines at Project Level/Unit Level, Publishing Dash board• Best practices sharing initiative, Participating in Defect Prevention/Causal analysis resolution meet. Ensure DP is effective• Analyzing SPC reports