IT Project Manager

Exuviate  PROJECT - SAP Change & Project Management at Versuni
 

• • Sector: White Goods IT SSC industry - Global Operating Model - Transformation
    Project type: ERP (SAP S4/HANA) life-cycle implementation; post go live support
    
    • Managed the changes which affected 600 end users (people)
    • Taking a part large-scale global IT transformation and SAP roll out migration program for 20 Versuni Call Centers, whilst employing a greenfield approach.
    • Facilitated global IT application deployment, empowering consumer care teams with advanced tools.
    • Collaborated with training teams to prepare, plan, organize and manage project trainings for trainers and end users
    • Coordinated the transformation and deployment of SAP CRM Service Cloud and Genesys Cloud Telephony platforms together with SAP S/4 HANA
    • Monitored the adoption of changes
    
    KEY CONTRIBUTIONS:
    ● Achieved 95% completion in UAT tests, successfully identifying and addressing 8 critical defects
    ● Prepared and coordinated the Defect Management Process in the Post go Live Hypercare stage

PROJECT Luminor - Release & Deployment Process Management at Luminor Bank (Kyndryl)

• • Sector: Banking IT SSC industry - Global Operating Model
    Project type: IT Infrastructure Release & Deployment process improvement
    
    In my role, I contributed to the planning and implementation of the Luminor Release & Deployment Process, collaborating closely with the IBM Release teamto ensure seamless execution. I also spearheaded efforts to enhancethe Hotfix Process and secured Stage Environments for Infrastructure,contributing to the overall efficiency and reliability of our systems. Additionally,I played a key role in designing and updating process documentation incollaboration with Process Architects, ensuring clarity and alignment withorganisational objectives. Furthermore, I led Release & Deployment processimprovement meetings and effectively managed improvement backlog tasks to drive continuous enhancement and optimisation of our processes.I managed Release Risks and coordinated risk assesments and risk mitigation tasks.
    
    KEY CONTRIBUTIONS:
    --Improved stakeholder communication and process improvements for migration projects by 100 %
    --Improved SLA KPI's of Release & Deployment Performance by 30 % and optimized communication channels during major releases.

PROJECT GIL - Datacenter Applications Migration Project Management at DSV

• • Project type: Apps Integration and Migration
    Led the cross-functional project team of size to 20 people.
    I spearheaded large-scale IT Application Integration & Migration projects for 2 DSV Company Data Centers ( Manchester DC, Singapore DC) ensuring smooth and efficient transitions. I coordinated all aspects of application migration, retirement,and infrastructure closure activities, overseeing each phase to completion. I managed micro-level project tasks and reported on key performance indicators (KPIs) to track progress and ensure alignment with project objectives.
    
    KEY CONTRIBUTIONS:
    - Created the High-Level Plan and managed Key Milestones for DC Manchester Applications

Sector: Pharmacy IT SSC industry ??- Global Operating Model ?- Transformation
Project type: ???VOIP Telephony Systems and Infrastructure modernisation & Digital Adoption

?In my role, I managed Telephony & Contact Centre transformation and business & organizational change projects, ensuring seamless transitions and optimal performance.
?Conducted strategic change impact analysis and coordinated change plan to align with organisational objectives.
?Led the management of the global software upgrade Release & Deployment Project, ensuring timely and effective upgrades across all relevant systems.
?Led and maintain all Change Management communication channels.
?Prepared and coordinated the detailed Training Plan for each company site , department and each process team.

NOTABLE ACCOMPLISHMENTS:?
?Improved the telephony departament digital changes process, achieving 100% SLA performance KPIs.
?Managed succesfully deployment process of the global Cisco Gateways IOS Software Update project as the GSK Owner across 80 GSK locations (only 4 major incidents during the project)
?Build strategic approach and launched organisational change process
? Recognised as a Change Champion in ServiceNow system migration project
? Nominated for the GSK Global Employee Recognition award in 2019

Administered Unified Communications & voice systems whilst focusing on VOIP platforms. Implemented change management processes for GENESYS and NICE VOIP platforms. Oversaw system configurations, including scheduling, backup, and maintenance activities to improve operational efficacy.
Key Contributions:

• Boosted revenue and minimised costs by creating five call centre campaigns using Genesys software.
• Devised a strategic routing strategy and enhanced communication efficiency across Orange company platforms.

Main Tasks * JD Edwards to SAP FI migration of the Procure to Pay (P2P) accounting business process. Transition support of the
Accounts Payable activity in Cargill Poland unit. Member of the Migration team.
* Creation of procedures and guidelines for the P2P process. Business process responsibility to align Cargill Poland
business unit requirements with the Cargill company FSS Service Catalogue in this area

Achievements * Transfigured the company accounting department from JDE Edwards to SAP FI.

Main Tasks * Diagnosed and rectified voice and data communications-related operational issues for AVAYA clients.
* Organized direct tier 1 and 2 voice-over-internet protocol support.
* Rectified Avaya customer requests and concerns on time. Reviewed, analyzed, and evaluated system failures.
* Developed technical services support guidance documents and articles addressing service solutions and frequently
asked questions. Issued VOIP licenses and monitor system alarms.

Achievements * Attained the Avaya Support Professional Specialist certification in Proactive Contact Call Management System and
Networking Switches.
* Authored over 180 technical articles related to voice and unified communications.
* Co-founder of the corporate newsletter entitled Convergys Coinsider.
* Received multiple outstanding client support awards including; Voice of the Customer, Excellent Customer Experience,
Star of the Month, Team of the Month, and the Avaya Client Services Choice Award.

Main Tasks * Delivered high-quality multilingual technical solutions to Newell Dymo label printers customers in Europe and USA.
* Supplied technical support to Dymo end-users, network users, and troubleshooting. Synchronized promotion and
action plans by applying collaborative approaches to secure business targets.

Achievements * Received 88% customer representative satisfaction rating improving the customer experience.
* Achieved 100% first time testing resolution. Drove the net promoter score to 100% after 12 months.
* Awarded the Raving Fun Award of the Month for exceeding best customer satisfaction ratings.