Vice President of Technology Management or Director Technology or Senior Tech... Resume

Title
Vice President of Technology Management or Director Technology or Senior Tech...

Primary Skills
Strategic Program Management & Global Project Management, Strategic...

Location
US-MA-Sharon

Posted
Dec-16-08



SENIOR EXECUTIVE:
Strategic Vision, Technology Management /
Solution Development

Dynamic executive with impressive history
transforming visions into high-quality,
state-of-the-art, cost-effective realities
under strict time and budget constraints.
Uncover and interpret core needs of end-
users and stakeholders, spearheading high-
impact strategic analysis and planning. Open
new markets and increase revenue,
identifying and capitalizing on emerging
trends and opportunities. Maximize
efficiency, improving processes and
capabilities. Build, mentor, and lead world
class on- and offshore teams, continually
exceeding expectations. Translate and
present complex technical information to
diverse audiences, uniting parties on all
levels on common mission and goals.

Strategic Planning
Global Project Management
ROI & Cost-Benefit Analysis
Conflict Resolution
SDLC & Agile Methodologies
Solution Architecture
Product Certification
Capacity Planning
Best Practices
Vendor Management & Product Evaluations
Team & Consensus Building


PROFESSIONAL EXPERIENCE

FIDELITY INVESTMENTS, Boston, Massachusetts
1999 - Present
1 of world's largest financial services
providers with +$3.2T in custodied assets,
serving 24M individuals and institutions;
largest mutual fund company in US, and
leading online brokerage firm.

Director - Technology Project Management &
System Analysis, 2006 - Present
(Enterprise Technology & Architecture Group)

Envision and lead development and
implementation of strategic technology
solutions worth $500K-$10M for customer
service, contact center, and retail
brokerage tools and platforms on
Fidelity.com. Oversee all phases from
concept design to architecture, development,
certification, testing, delivery, and maintenance.
Serve as primary point-of-contact. Advise
and interface with clients, and business and
technology partners. Identify opportunities
to increase business and/or add value to
initiatives. Conduct feasibility studies.
Perform ROI and cost-benefit analysis.
Define, articulate, and present evolving
roadmaps and proofs-of-concept (POCs) to
business sponsors. Evaluate 3rd party vendor
products. Negotiate contracts. Manage vendor
relationships. Establish Service Level
Agreements (SLAs). Coordinate cross-
functional global teams.

Major Contributions:

Played key role in establishing Fidelity as
market leader, leading development of
solutions that enhanced customer service
while reducing service times and process
+25%; channel adoption grew +100%, producing
significant cost savings.

Cut ~35% of costs, building and continually
leading high-performance on- and offshore
teams consisting of +50 members; spans +6
business functions and multiple time zones.

Instrumental in growing businesses using
product suite from 1 to 6, influencing
enterprise-wide decision makers through
development and presentation of compelling
business cases.

Scaled growing needs of business and
technology partners; identified
opportunities, defined strategies,
architected solutions, and provided evolving
product roadmaps.

Boosted customer service levels 20%,
championing new product workflows and user
training.

Key Projects:

Delivered multi-tiered projects for next
generation contact center of high strategic
value on time and under budget.

Launched 4 new strategic technology products
related to collaborative customer service,
aligning interests of diverse stakeholders
with varied priorities; identified and
addressed their unique concerns, and
generated buy-in.

Reduced development and QA cycle times 30%,
defining clear business requirements and
systems specifications.

Maximized operations managers' ability to
monitor and direct teams, creating solutions
providing real-time insights into workflows,
volumes, and service levels; improved
productivity +20%.

Averted potential impediment of 5 key
product launches, proactively uncovering and
resolving critical roadblocks.

Highlights:

Achieved 99.9% service availability,
resulting in +85% SLA and 20% improved
productivity.

Maintained highly quality operations for
past 2 consecutive years with 0 significant
issues, establishing and managing robust
product certification, QA, and security
testing processes.

Navigated complex obstacles to deliver
pragmatic solutions aiding businesses
realize benefits of their investments;
included processes, politics, resistance,
and resource constraints.

Lauded continuously by senior management and
business partners for outstanding strategic
and customer-focused performance,
leadership, technological expertise, and
mentoring ability.

Senior Manager - Technology Project
Management & System Analysis, 2003 - 2006

Coordinated +50-member teams across 6-8
business units simultaneously developing,
integrating, and delivering multiple state-
of-the-art web-based rep-assisted technology
solutions for customer services. Implemented
cross-channel service models integrating
call center and online services; included
Interactive Voice Response (IVR) systems,
Computer Telephony Integration (CTI)
systems, and online web services; Click-to-
call Voice Over IP (VOIP) solution on active
trader platform. Directed product
certification, leading cross-business unit
UAT, system performance, web security, and
automation test teams consisting of 10-15
engineers. Served as primary point-of-
contact and product subject matter expert
(SME). Managed vendors. Led and developed
offshore team.

Major Contributions:

Aided expansion and retention of customer
base, growing it +15%, increasing client
satisfaction levels +10%, and reducing
online abandonments +30% through delivery of
quality service.

Saved 25-30% in project time and costs,
cultivating talents of offshore team through
knowledge transfers, mentoring, coaching,
and directing.

Delivered 4 projects with 0 issues,
performing as SME, advising business
analysis, defining delivery specifications,
authoring use cases, and designing process
flow and context diagrams.

Highlights:

Overcame obstacles related to cultural
differences, time zones, and high turnover
rates, synchronizing delivery schedules, and
providing on time and on budget quality
projects.

Obtained approval for 3 of 5 proposals,
expertly presenting latest POCs to senior
management.

Project Lead, Principal Software Engineer &
Analyst - eBusiness, 1999 - 2003

Led product development, integration, and
testing of online service channel
applications built on J2EE 3-tier
architecture with multi-site 3DNS load-
balanced deployment models; used for various
web-based retail brokerage products, tools,
and technologies on Fidelity.com. Defined,
presented, and obtained approval from
stakeholders on technical delivery
specifications. Directed integration, test
and project teams. Prioritized issues for
resolution. Managed stakeholder
expectations.

Major Contributions:

Performed key role in Fidelity being rated
#1 in web-based customer service; enabled
company to lower commissions by 100% and
expand customer base, providing low-cost
online channel.

Produced +50% growth in online channel
adoption with 85% of trades from web
channel.

Decreased test lead time 30%, enforcing
early participation by QA team in
preliminary phases.

Reduced test cycle time 30%, creating
automation process.

Raised server capacity utilization 22%, and
produced significant savings, directing
design and execution of tests for
scalability assessment and capacity planning
in UNIX, Win NT, and LINUX.

Highlights:

Implemented products with <1% outstanding
issues on go-live date while combating
strict time and resource constraints.

Ensured delivery of high quality projects
and services able to scale growing usage,
cultivating in-depth knowledge of product
requirements and features, customer
behavior, and limitations.


NUCLEAR POWER CORPORATION OF INDIA, LTD.
(NPCIL), Mumbai, India
1996 - 1999
1 of India's largest utility companies
generating +$8B in annual revenue and
employing +1,200 staff including 25%
technocrats.

Senior Manager - Corporate Finance
Management Information Systems (MIS)

Formulated and led strategic development and
automation of diverse corporate finance
systems to minimize processing times and
reduce annual costs; included functional
areas of project management, project
financing, material accounting, treasury
management, and fixed income securities
services. Analyzed financials. Defined
project scope, size, and estimations.
Conducted cost-benefit analysis. Authored
requirements analysis documents and system
delivery specifications. Prioritized,
planned, and staffed activities. Recommended
optimal team structure to maximize ability
to produce high quality work in timely
manner. Participated as key member of
Steering Committee meetings. Presented
proposals to Board of Directors for
approval.

Major Contributions:

Served major role in improving ailing
company credit rating from A- to AAA,
collaborating with credit agencies to
support successful company capital
restructuring effort.

Designed and developed company's 1st systems
aiding extraction and collection of critical
data for analysis and strategic business
direction development.

Maximized income and enabled better usage of
funds, implementing Bond and Global Finance
Servicing and Treasury platforms;
investments resulted in +80% revenue
increase.

Increased installed capacity +100%,
mobilizing +$1.2B in 6 weeks to finance
expansion; led to installation of 6
additional units.

Optimized cost efficiency and improved
productivity +20%, directing programmers and
analysts automating corporate finance
functions, and implementing B2B and B2C
solutions.

Highlights:

Utilized business, technology, and finance
acumen to aid turnaround of financially
distressed energy corporation.

Co-negotiated win-win deal on $250M
investment dispute involving banks and
government.

NOTE: Further roles with NPCIL include:
Manager - Corporate Finance MIS (1994 -
1996), Scientist & Engineer D - Power Plant
Engineering Division (1992 - 1994), and
Scientist & Engineer C - Power Plant
Engineering Division (1990 - 1992). Received
"Outstanding Merit" promotion (2X).


EDUCATION

Master of Business Administration: Finance
Specialty
Jamnalal Bajaj Institute of Management
Studies, Mumbai, India

Bachelor of Science in Engineering: Power
Engineering & Computers Specialty
Osmania University, Hyderabad, India


CERTIFICATIONS & PROFESSIONAL AFFILIATIONS

Project Management Professional
Certification (PMP) - Project Management
Institute (PMI)
Member of Institute of Electrical &
Electronics Engineers (IEEE)


PROFESSIONAL DEVELOPMENT

Project Management
Product Management & Delivery Methodologies
Business Analysis
Consulting Skills for IT Professionals
Negotiation & Conflict Management
ROI & Cost-Benefit Analysis
Business Use Case Development
Requirements Gathering
Application Security
Leading Software Development Projects
SW Quality Assurance Methodology &
Techniques
Computer Application Development


AWARDS & HONORS

"You Made it Possible" Award - Fidelity CTO
"Asset of the Company" - NPCIL Board of
Directors

Certifications

Project Management Professional
Certification (PMP) - Project Management
Institute (PMI)
Member of Institute of Electrical &
Electronics Engineers (IEEE)


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