IT Program Manager, Emerging Tech & Innovation Resume Example

Promoted to cross functional Project Manager responsible for planning and managing a wide range of complex projects that were key enablers for our Services Digital Connected business and was a catalyst in the ITS agile transformation journey.

• Co-led the solutioning, planning and execution of Services' KCS knowledge migration to Oracle's knowledge suite, proposed the curation strategy that resulted in purging over 9k outdated articles, onboarded 350+ support agents and decommissioned 37 Lotus Notes servers.
• Managed a high complexity, migration project of our global Oracle EBS instances as part of a multi-year HW/SW deal with Oracle, designed to reduce yearly operational costs.
• Planned, developed, implemented, executed and monitored Agile adoption practices within my cross functional project teams and enabled NCR's first self-sustaining agile practice team in our Serbian campus. Enabled over 40+ individual resources (8 teams).
• Established NCR's first Robotic Process Automation Center of Enablement, providing a decentralized development framework, resulting in $1.3M in savings in its first year (2018). The CoE now manages over 250 RPAs as of October 2020.
• Conducted various POCs and pilot engagements centered around digital omni-channel strategies and technologies to help increase customer self-service adoption, leveraging Live Chat, chatbot based FAQs, and unauthenticated self-serve solutions.
• Trained, mentored and curated content for assigned incoming PMO proteges that were part of NCR's new hire rotational program.

Recruited as an IT Analyst in 2010 from T-Mobile USA to work for NCR's IT Global Support organization and apply my subject matter knowledge of all things mobile telecom.

• Responsible for the maintenance and support of over 5k global Field Service accounts on NCR's Blackberry Enterprise Servers, performing QA, deployment of software patches on mobile devices and certification of multi-carrier RIM (Blackberry) devices.
• Documented, published and managed my departments first BES knowledge standard operating procedures leading to more effective support for the field and reduced training lead times for new hires.
• Recruited into NCR's first mobility team, chartered with developing a homegrown field services dispatch application on Android, allowing ITS to eliminate a $1M recurring SW/HW expense from Oracle.
• Served as principal UX/UI designer for the homegrown Field Services mobile application, working with business stakeholders to develop wireframes, low fidelity mockups and prototypes, while eliciting and documenting functional requirements.
• Partnered with release management to schedule mobile application point releases, upgrades and QA cycles across IT and business mobility stakeholders.
• Participated in the multi-year global role out of our Oracle EBS and ES mobility applications and coordinated with ITS and Business PMOs to provide direct on-site support in Japan, Spain, and Mexico.