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Charlette Francis
IT ITAM & PMO Manager
Summary
Creative IT ITAM & PMO Lead with 14+years of track record guiding enterprise-wide technological wellbeing. Skilled at aligning human and technical resources to enhance return on investment and accelerate business progress. Dedicated to wringing optimal performance from available resources while charting cost-efficient upgrade paths. Professional Project Management Specialist with experience working with teams to accomplish short- and long-term project goals. Managed budgets and monitored project costs.
Overview
17
17
years of professional experience
2
2
Certifications
5
5
Languages
Work History
IT ITAM & PMO Manager
HSBC Software Development India Pvt Ltd
Pune
03.2012 - Current
- Assessed operant systems for efficiency and functionality, providing written suggestions on enhancements needed to meet operational goals.
- Authored customized user manuals for specific system configurations, tailoring content to unique employee skill profiles.
- Researched and acquired new hardware to maximize system functionality and meet required performance metrics.
- Provided personalized end-user training, offering education via in-person and online courses.
- Drafted analyses of new and emerging technologies, recommending improvements where appropriate.
- Assigned tasks to IT personnel and junior module staff, delegating work orders based on individual employee proficiencies.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Monitored project progress, identified risks and took corrective action as needed.
- Recruited and oversaw personnel to achieve performance and quality targets.
- Sourced, vetted and managed vendors needed to accomplish project goals.
- Analyzed project performance data to identify areas of improvement.
- Maintained open communication by presenting regular updates on project status to customers.
- Facilitated workshops to collect project requirements and user feedback.
Team Leader
Tech Mahindra
Pune
03.2010 - 12.2011
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Built strong relationships with customers through positive attitude and attentive response.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Held weekly team meetings to inform team members on company news and updates.
Team Leader
Option One
Pune
08.2006 - 02.2010
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Built strong relationships with customers through positive attitude and attentive response.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Held weekly team meetings to inform team members on company news and updates.
Education
Bachelor of Information Technology - Information Technology
NIIT
Goa 03.2001 - 06.2004
Higher Secondary School - Science Education
Our Lady of Green Rosary
Goa 04.1999 - 04.2000
IELTS - IELTS
Oxford University
Goa 12.2003 - 04.2004
Skills
Project Status Reports
System Knowledge - Clarity, GPDM, Confluence, JIRA, Sharepoint, Excel, Powerpoint,Outlook
Project Management Analysis
Business Partner Relationship Management
Project Manpower Management
Key Performance Indicators
Vendor Management
Risk Impact Analysis
Design Authority Review
Team Management
Accomplishments
- Documented and resolved VM and Hardware Delivery SLA which led to faster delivery of VM and Hardware.
- Achieved accurate data for Team by completing quality imports with accuracy and efficiency.
- Achieved less non complaint reports through effectively helping with training and publishing reports.
- Awarded best supporting staff by MENAT Head
- Supervised team of 11 staff members.
- Collaborated with team of 14 IT Architect ts in the development of Startegic Project approach.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Interests
Learning New Technology
Cooking
Shopping
Certification
ITIL Foundation 4
ITIL
Nominated to learn ITIL Foundation L4 training which will be conducted in July 2023
Timeline
ITIL Foundation 4
07-2023
Leadership Resource Management
06-2023
IT ITAM & PMO Manager
HSBC Software Development India Pvt Ltd
03.2012 - Current
Team Leader
Tech Mahindra
03.2010 - 12.2011
Team Leader
Option One
08.2006 - 02.2010
IELTS - IELTS
Oxford University
12.2003 - 04.2004
Bachelor of Information Technology - Information Technology
NIIT
03.2001 - 06.2004
Higher Secondary School - Science Education
Our Lady of Green Rosary
04.1999 - 04.2000