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Shivam - Project Manager

[email protected]

Location: Naperville, Illinois, USA

Relocation: NO

Visa: GC

SHIVAM VISWANATHAN [email protected]; 847-610-9714 SUMMARY Dynamic and results-driven technology leader with over 25 years of experience in strategic IT leadership, specializing in Salesforce CRM, ERP systems, and call center technologies such as Amazon Connect. Proven expertise in managing complex enterprise-class solutions and executing agile methodologies. Skilled in fostering high-performing, cohesive, and distributed teams while aligning their efforts with organizational goals. Demonstrated success in optimizing call handling processes, reducing costs, improving conversion rates, and enhancing CSAT scores. Adept at delivering high-quality IT projects on schedule and driving continuous improvement initiatives, balancing strategic leadership with hands-on technical guidance across diverse technology platforms. Experienced in design, user experience, and the successful delivery of complex projects with cross-functional teams and stakeholders. Served as an Agile/Scrum coach and enabler during a 7-year tenure at ThoughtWorks, with proficiency in various stages of the SDLC, including inception, design, coding, QA, GA, and deployment. Implemented a new AI platform using OpenAI, creating a chatbot that provides real-time status updates to customers autonomously. Demonstrated expertise in streamlining, automating, and optimizing environments through effective product lifecycle management, ensuring timely and budget-compliant project delivery. Possesses a strong ability to quickly grasp new domains, processes, tools, or platforms. CORE COMPETENCIES: - Strategic Planning & Budgeting - Customer Engagement and User Experience Design - Retail business, ecommerce, Payment gateways - Salesforce Sales and Service CRM/MuleSoft. - Vendor Management & Contract Negotiations - Market Research and Competitive Analysis - ROI, Budgeting and Resource Allocation - Cross-functional Team Leadership - Application Development & System Integration - System Design and Development - Data Privacy and Protection - Process Engineering/ Reengineering - Team Building and Leadership - Stakeholder Reporting and Communication - AI Architecture and Implementation - CI/CD, Release Management - Data-Driven Decision Making - Roadmap planning - SEO, Social media marketing - Cloud Computing and SaaS - Call Center Technologies-Amazon Connect - KPI, Agile, Scrum, SAFe Methodologies - Risk Management & Quality Assurance - Product Lifecycle Management - Continuous Processes Improvement - System Administration - Regulatory Compliance - System Scalability Planning - Innovation Management - ERP (Enterprise Resource Planning) systems - Technical Understanding, Hands-on approach - Centralized API libraries Tools and Practices: source control tools such as GIT, Agile/Scrum release planning, and other Agile ceremonies. Defect and requirement tracking tools like Jira, analytics platforms such as Google Analytics and Adobe Analytics, and roadmap and milestone planning. QA automation and performance/load testing tools, communication solutions like Slack. Wiki apps for knowledge management, UX/prototyping and wireframing tools. KPIs, reporting tools, and feedback and performance monitoring systems, standard productivity software like Microsoft Office. EDUCATION Bachelors in Statistics and Computer Science, Delhi University, April 1989 National Institute of Information Technology, Post-Graduation: Honors in Systems Management, January 1991 FMS (Faculty of Management Studies) Master of Business Administration Executive 1992 Project Management Institute / CPM PMP Certification, August 2005 Quality Assurance Institute CST Engineering, June 1999 Microsoft SQL Server Certification Microsoft April 2002 Certified Akamai Administrator Akamai University, August 2013 RELEVANT EXPERIENCE Transformco (Sears Parts Direct / Home Services/Improvement), Hoffman Estate, IL, Nov 2012 - Present Director, Software Engineering Collaborated with stakeholders across various verticals to align with the company's vision, identify gaps, and address key challenges. Led capacity planning initiatives for growth, ensuring adherence to industry best practices. Conducted enterprise architecture assessments and developed both tactical and strategic technology roadmaps, along with defining key performance indicators (KPIs) and success metrics. Led the implementation of global Salesforce platforms, including Sales Cloud, Service Cloud, Experience Cloud, Marketing Cloud, and MuleSoft, across multiple business verticals. Established MuleSoft 4.x (AnyPoint) Platform for enterprise API integrations and set up Experience layer API for different verticals. Migrated data from legacy applications to Amazon Connect using MuleSoft s Dataloader.io, integrating it with Salesforce Service Cloud to enable the creation of cases both manually by call/chat agents and automatically from customer calls and emails. Implemented chat and IVR workflows to optimize customer experience and interactions using API lookups based on phone numbers or email addresses to gather all relevant information before routing to the appropriate live agent group for seamless handling. Customized Amazon Connect s Contact Control Panel (CCP) to integrate with the internal knowledge base (policies, procedures, and guidelines) using OpenAI, providing agents with context-sensitive, formatted help. In most cases, agents can simply copy and paste AI-generated responses to customers, with minor modifications when needed. Implemented IaC (Infrastructure as code) Created self-service robot chat and IVR (Interactive Voice Response) systems that deliver real-time order and repair status through API lookups, minimizing reliance on live agents and providing zero-wait-time customer support even after regular business hours. Optimizing call handling processes and enhancing agent workflows, contributing to a 15% reduction in operational costs through improved analytics and workforce management. Developed an in-house TechHub application for iPhones, enabling repair service technicians to communicate with support agents, access case details, and update cases directly from the field. The app also allowed technicians to sell additional services and warranties. Established BI teams to measure and track agent KPIs (call handle time, first-call resolution %, conversion% etc.), providing insights for workforce planning and management while controlling customer bounce rates. Implemented many Salesforce AppExchange products, like Omni-Channel Case Router, CloudHesive, Copado (CI/CD), Vicasso (email to case) and more Spearheaded multiple digital transformation projects across retail and service platforms, including parts business, home repair services, Protection Agreement/warranty programs, and online retail channels. Launched DIY customer support solutions, empowering warranty customers to self-service minor issues, resulting in a 10% reduction in technician dispatches and increased customer satisfaction by immediate appliance uptime. BI Tools: Tableau, MicroStrategy, Looker Evaluated and deployed cloud-based solutions, including Amazon Connect, SAP, Salesforce/MuleSoft (API library), ERP, and knowledge management platforms across various business verticals. Architected the TechHub project to unify the Home Repair and Parts Direct businesses, enabling Just-In-Time ordering for repair technicians, streamlining operations, and improving service delivery efficiency. HGS Digital, Director, Technical Delivery, Chicago, IL September 2011 November 2012 Directed a team of project managers to oversee a diverse software project portfolio at HGS (Hinduja Global Solutions) in the Greater Chicago Area, ensuring alignment with business objectives. Recruited, coached, and retained top talent in the Technology sector, managing a diverse team of CRM, CMS Admins, DBAs, Architects, QAs, and Developers across multiple countries. Established Agile methodology across all the teams in collaboration with the clients and Executive Leadership Team. Established CI/CD processes, implemented GIT version control, and developed knowledge management and sharing practices. Strategically planned and managed resources, ensuring timely achievement of project milestones and deadlines by coordinating with key stakeholders and efficiently addressing escalations. Introduced and implemented best practices, driving continuous improvement, resolving project-related issues, and fostering a collaborative, high-performance environment. Oversaw the migration of legacy systems, web development, e-commerce, supply chain management, and the creation of internal/external knowledge base systems, while leading analytics and BI reporting initiatives. ThoughtWorks Project Manager, Chicago, IL, November 2005 - August 2011 I worked with this consulting firm, Thoughtworks, recognized for its expertise in Agile/Scrum methodologies, for seven years. During this period, I partnered with various clients and led multiple projects, adapting to different roles based on project needs. Key organizations and projects include: Project Manager, Sears Holdings Corporation Managed end-to-end development of web applications, from design to launch. Led a team of 20-25 members, coordinating efforts across onshore and offshore teams to ensure project success. Project Manager, Viewpoints Inc. Implemented a comprehensive white-label solution that included reviews, ratings, blogs, and Q&A modules. Managed CMS implementation and integration, overseeing all phases of design, development, QA, and deployment. Also served as a Client Principal, ensuring client satisfaction and successful delivery. Program Manager, GE (ConfigPro) Led the development of ConfigPro, a key application for configuring power substation automation devices. Managed the migration of legacy code to modern platforms, ensuring seamless transitions. Module Project Manager, Siemens Medical (Soarian Clinical Systems) Oversaw the migration of Soarian Clinical Systems to a J2EE platform, incorporating SOA and data warehousing. Leveraged experience from previous projects, including work with Rush University Medical Center, to drive successful outcomes. Rush University Medical Center, Chicago, IL, June 2002 November 2005 Director, Project Manager, Quality Assurance Manager, Change Management Manager Led development, implementation, migration, and maintenance initiatives at Rush University Medical Center, significantly improving system reliability by reducing maintenance windows and minimizing downtime. Spearheaded the evaluation, analysis, and successful implementation of the EPIC (EHR) system, streamlining clinical workflows and enhancing patient care delivery. Ensured strict compliance with HL7 and HIPAA standards, optimizing secure data handling processes and safeguarding sensitive patient information. Directed a high-performing team, recognized with the Team of the Year Award for exceptional performance and contributions to system efficiency and process improvements. Ford Motor Company, Inkster, MI, November 2001 June 2002 Project Manager and Lead Architect, VSP Vehicle Specification Program Managed projects including IC Advisor, WIP, and Track Portal for customers at eSilicon in San Jose, CA. Collaborated with cross-functional teams to ensure successful project delivery and customer satisfaction. Implemented efficient project management strategies to meet deadlines and exceed client expectations. eSilicon Corp. Project Manager, September 2000 November 2001 San Jose, CA Managed projects including IC Advisor, WIP, and Track Portal for customers at eSilicon in San Jose, CA. Collaborated with cross-functional teams to ensure successful project delivery and customer satisfaction. Implemented efficient project management strategies to meet deadlines and exceed client expectations. AMDOCS, Project Manager, TRIS and Ensemble August 1998 September 2000 Urbana, IL Streamlined automated software testing methodology and prepared for SEI-CMM certification Trained and onboarded new team members, automated system through CBTs and Knowledge management system Achieved SEI-CMM certification, increased team efficiency, and improved software testing processes CGN & Associates, Team Lead/Project Manager August 1997 August 1998 Peoria, IL Managed the development of Field Quality System FQS for GE and ENCORE for Maui Jim, overseeing module development in New Delhi. Gathered requirements from the onshore business team, designed the architecture, and integrated modules with the core application. Achieved seamless integration of systems, enhancing operational efficiency and ensuring high-quality deliverables. NIIT Software Exports, Group Leader and Technical Architect August 1993 August 1997, New Delhi Led project teams in the US, overseeing project kick-start, requirements gathering, analysis, planning, and architecture. Conducted training and orientation for new team members to ensure project success Collaborated with stakeholders to ensure project milestones were met and deliverables exceeded expectations. Villa Systems, Analyst and Programmer August 1990 July 1993 New Delhi Developed a Record Management System (RMS) and a Time Table Scheduler as an entry-level programmer at Villa Systems. Designed and customized a patient scheduling and appointment tracking application for dentists, successfully sold to multiple practices. Utilized programming skills to create innovative software solutions for efficient data management and scheduling. Keywords: continuous integration continuous deployment quality analyst artificial intelligence user experience business intelligence information technology California Georgia Illinois Michigan