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Production Support, Project Management and Application
Specialist
Strategic Thinker | Strong Analytical Skills | Excellent Interpersonal and Communications
Skills | Customer Focused | Mentoring | SOX Compliance | Design and Deliver Cost
Effective Business Solutions
Track record to deliver innovative, simple, productive, cost-effective solutions and services that enabled
businesses to rapidly adapt to dynamic environments keeping in mind compliance to internal audit and SOX
policies. Collaborated with all levels within the organization.
Directed staff within and outside the organization to support portfolio of applications.
Partnered with business leaders and stakeholders to manage their expectations and mutually
determine and agree to service levels for individual applications being supported. Monitor and ensure the
stakeholders satisfactions by conducting semi-annual surveys.
Hire staff or adjust required support staff to support the applications managed.
Design, update and standardize the operational support procedures required for managing the
applications.
Work with business counterparts to ensure that the incident management process is followed for
logging issues and tracking them appropriately. Conduct review meeting with them on a weekly or bi-
weekly or monthly, basis depending on the application supported to provide feedback and to address any
of their concerns.
Monitor the incident management process and ensure any recurring issues are address quickly
through problem management process with root cause analysis.
Conduct weekly review with each application support team of the incidents and problems and
identify root cause of recurring issues. Determine if any special projects are required to fix these issues
and work with business to get approval for the same.
Develop project plans and monitor progress. Measure project performance using appropriate
tools and techniques used within the organization
Perform risk management to minimize project risks.
Partner with other Managed IT services teams within the organization and work with them to
determine and agree to a suitable process for providing the needed support to our support team.
Conduct bi-weekly or monthly meeting with other managed service team within the organization
to ensure that they are delivering on the SLA agreed by them.
Design procedures for onboarding and off-boarding of users in the applications supported to
comply with the audit requirements.
Identify opportunities to automate and streamline processes.
Ensure proper change management process is followed for promoting changes to Production
Environment which covered development, unit testing, QA testing and approval and promotion as per
determined schedule (calendar) to Production.
Review and streamline the operating processes with the internal and external SOX auditors and
ensure that these are in compliance, any exceptions found were addressed within the time allocated to fix
them or required extension was obtained where appropriate.
Coordinate with peers within and across organizations to drive efficiency and service level
improvements.
Evaluate performance of the staff and provide feedback. Mentor the staff and keep the moral
high.
Work with external vendors on existing and renewing maintenance and support contracts.
Experienced working and negotiating contracts with teams providing off-shore, near shore and
onshore support service and ensuring the services they delivery are meeting the goals set and agreed with
them and as per business expectations.
Experience leading several special projects and delivering per client expectation within budget
and on time.
Extensive experience in designing innovative custom solutions where add on functionality was
needed within an application.
Worked with business users in requirement analysis, documenting the business case and get sign-
off on the scope, design and agreed upon deliverable before beginning the development work.
Partnered with development team to translate the requirements in IT solutions.
Assisted in unit testing the solutions before they could be released to QA for business user
testing.
Ensured that the change management process was adhered to before promoting the changes to
Production.
Knowledgeable of BI tool and SQL developer and usage. Worked with corporate BI team in
extracting data from various application to create reports and dashboards needed by business.
Very knowledgeable on business processes that covers purchase, sales, warehousing, planning,
shop floor control, general ledger, budgeting, accounts receivable, accounts payable, cash management,
fixed assets, etc.
Served as IT controller for a year.
Summary:
ERP Implementation and Support | Financial Reporting and Consolidations | Financial
and Costing System Designs| Data Migration | IT SOX Compliance | Business Process
Reengineering | Business Process Analysis| Interface Design Specialist | Project
Management (PMO) | Custom Application Design | Incident Management | Problem
Management and Root Cause Analysis | Break Fix Analysis | SDLC | Sales Order
Management | Purchase Order Management | Warehousing | Application Change
Management | Service Level Agreements | Lean events | Value Stream Mapping (VSMs)
| Post Implementation Support | Data Warehousing and Dashboard Reporting
Technical Skills:
Applications and Software: Baan (Infor), JD Edwards, Oracle, Cognos Reporting, Hyperion
Reporting, Proactics (Indirect Procurement), Transactional Taxes
applications Taxware & VERTEX, DynaFlow (SoD Segregation of
Duties and Access Control), INFOR LN (Evaluation), Support Central,
SharePoint, Remedy.
Operating Systems: UNIX, LINUX, Windows, Software as a Service (SaaS)
Utilities and Tools: Baan 4GL and Query Manager, Oracles SQL Developer, Oracles BI
Publisher, JD Edwards Showcase, SAPs Business Objects, Informatica,
Tableau, Encryption software (PGP & GPG), Microsoft SQL, Microsoft
Suite Access, Excel, PowerPoint, Visio, Projects, Sametime, Net
Meeting, ATT Connect, Team viewer
PROFESSIONAL EXPERIENCE
United Technologies Corporation (UTC) Bradenton, FL. (UTC Acquired GE Security in 2010 from GE. GE
Acquired Edwards from SPX Corporation in 2005)
Operations and Production Support Leader Information Technology, UTC 2010 to 2016
Project Leader Information Technology, GE 2005 to 2010
Senior Business Analyst Information Technology, Edwards Systems Tech 2004 to 2005
Extensive experience managing onshore and offshore teams of business analysts & developers and number
one solution provider to business. Acted as a liaison between the business users and development teams in
achieving the business goals and objective and have also led various business process improvement and
application interface projects. Also acted as IT Sox controller for a year for GE. Managed Application support
for multiple applications and developed standard operating procedures for support after implementation.
Coordinated with multiple IT teams within and outside the organization to streamline the support activities.
Role: Production Support Lead
o Development and standardized IT procedures and processes to comply with the Internal Audit
policies and Sarbanes Oxley Act. Acted as IT Controller for GE entities. Major applications
covered were Baan & Oracle.
o Developed change management procedures and workflow for migrating changes from
Development to QA and then to Production systems.
o Led and managed a global development team located in US, Canada and India. Major
Applications supported were Baan ERP, Cognos & Proactis.
o Responsible for QA testing and migration of solutions to Production in Baan ERP.
o Vendor management and negotiation of SLAs and project costs. Applications covered Baan,
Oracle, Proactis, JD Edwards, Dyanflow, Cognos and Hyperion.
o Provided global support to the Baan, Cognos, Hyperion & Proactis business users located in
different states and countries spread over US, UK and Canada.
o Conduct weekly or bi-weekly or monthly meetings with staff, peers, vendors, other IT
departments and business application stakeholders.
Role: Project Manager Prepare and update project plan and presentations for obtaining approval
from corporate HQ from Quality Review Board (QRB) and Passport Review Board (PRB) to move to
the next stage of the project. Status reporting to steering committee & stakeholders. Weekly Project
meetings with the Project Team. Daily meetings on issue control and resolution with the core team.
o Led the final phase to migrate the Edwards business on Baan 5 ERP to JD Edwards ERP
(Kidde) business. Delivered the project 2.5 months before schedule and with a cost saving of
USD 400,000. This was a multi-phase project spanning over period of 2 years.
Role: Project Manager, Solution Architect and Tester
o Led, designed and managed the development of 20 plus Interfaces on the Baan side to migrate
Baan to JD Edwards ERP. These included 2-way interfaces covering order entry in JDE to
sales delivery in Baan and also included splitting the temporary labor file interface from a 3 rd
party between Oracle & JDE ERP.
o Designed and automated the JD Edwards Inter-company invoice interface with UTC
corporate. The new processed resulted saving the user 14 hours each month.
o Automated JDE ACH payment process which resulted in reduced errors in printing checks in
house and more secure way to send payments to vendors. The new automated process was in
compliance with Internal Audit and SOX policies.
o Designed and managed development of automating the sales catalog interface in Baan ERP
with in house online web customer ordering application (MyEddie.com). The customer
specific sales catalog could be reproduced online instantly saving hours of processing time
and eliminated displaying incorrect price to the customer(s).
Role: Project Manager, Solution Architect and Tester
o Architected a full cycle order to cash interface with GE Capital who offered extended terms
of credit to our customers. The interfaces included sending orders to GE capital, uploading
the approved file back & releasing the orders for shipping, transmitting invoice data and
accepting back the payment file in the Baan and Oracle applications.
o Instrumental in restructuring and automating the financial consolidation process to load the
trial balance for 5 different GE entities in Cognos. The process time was cut down from 15
hours to 1 hour, thereby allowing business to submit multiple loads during month end close
week.
o Assisted in migrating all the GE securities entities above to Hyperion from Cognos
environment on sale to UTC.
Role: Solution Architect and Developer
o Designed and automated an hours reporting solution in MS Access saving the user 6 hours
weekly. The process was automated to extract a report from the legacy eTIME application and
load it in MS access and then generated an output that could be loaded at UTC-CCS-
Corporate HQ.
o Worked with corporate data warehouse team to extract the sales revenue and finance data
from the ERP system to load it in the corporate data warehouse environment and helped them
with creating the needed reports and dashboards for the business unit in SAPs Business
Object environment.
Indosoft Inc., Shrewsbury, MA
Manager ERP Practice (Consulting) 2000 to 2004
Subject matter expert for Baan ERP application with major focus on providing improvements and
training to clients in their business processes and how to properly setup the application to increase
productivity. Was responsible for contract negotiation, Billings and Collections.
Roles: Solution Architect, Business Analyst, Trainer and Tester
Reconciled a 0.5M difference between the logistics value of inventory and the financial trial
balance for a client using Baan IV in San Diego. Streamlined their processes in finance, project
costing and order management modules
Lead requirements study and analysis.
Assist in designing procedures flows and mapping them with the desired client's processes
Identify gaps between client processes and standard application
Write functional specifications for closing the gaps identified.
Educate and Train the users on ERP Applications with major focus in the areas of finance,
logistics and the integration of the logistic packages with the financial package.
Worked extensively with all levels at the client site that included the management, business
process owners and end users at client sites to help them implement and adapt to the business
processes required by the ERP applications.
Designed, tested and implemented the new functionality on
Reversal of journal vouchers in General Ledger Module.
Two-way electronic funds transfer interface with Bank of America.
Accounts payable discount dollars lost report.
Accounts receivable interface with the legacy systems.
Designed, tested and implemented the centralized payment and reconciliation process under a
multi-company environment that involved 3 companies.
KPMG Consulting Inc. (Now Bearing Point Inc.) Chicago, IL
Manager Strategic Services Consulting 1996 to 2000
Roles: Project Manager, Solution Architect, Business Analyst, Trainer and Tester
ERP Systems Implementation, Pre and Post Implementation support.
Project Management and status reporting.
Audit of Baan ERP Implementations.
Develop interfaces between Baan and PeopleSoft and other 3rd party applications.
Implementing procedures flows in financial application for mapping them with the desired
client's processes and vice-versa. Gap Analysis Study and Resolution.
Training and educating the users at the client site in all the Baan Financial, Sales and Billing
Modules.
Worked extensively with all levels at the client site that included the management, business
process owners and end users at client sites to help them implement and adapt to the business
processes required by the ERP applications.
Project planning, directing a staff, status reporting to the management and resolving issues
Helped a client setup a multi-site Baan ERP implementation involving 9 sites worldwide 2 in
US, 1 each in Canada, UK, Australia, Ireland, Singapore, Malaysia and China.
Resource Support Inc. Denver, CO 1995 to 1996
Consultant Baan ERP Practice
Baan Company. Mumbai, India 1992 to 1995
Financial Business Consultant Baan Consulting Services
Role: Business Analyst and Trainer
Worked directly with development team in testing the financial and logistics application
Worked in the product support group supporting customers all over Asia Pacific and Europe
Worked as an instructor training the Baan dealers and customers on the procedure of setting
up and configuring the financial application to suit their clients.
Worked on Business Requirement Analysis, Gap Analysis and Custom Development
Solutions.
S.R. Batliboi & Co - Chartered Accountants (Member E&Y) 1987 to 1991
Conducted Statutory Audits, Tax Audits, Internal Audits & Royalty Audits.
EDUCATION AND PROFESSIONAL DEVELOPMENT
Intermediate Chartered Accountant, Institute of Chartered Accountants of India (ICAI).
BS Accounting and Audit, University of Bombay, India.
ACE (Achieving Competitive Excellence) Associate, program offered by United
Technologies.
Followed GEs and UTC PMO process for project management (Waterfall & Agile).
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