Satya Bonda

• Responsible for managing projects across IT Infrastructure and Enterprise Applications.
• Project Management across multiple workstreams by planning and monitoring progress on daily basis.
• Managed communications across all stakeholders and established project governance and reporting.
• Managed project's budget, risks and issues and projects interdependencies.
• Resource Planning and resource management across all projects.
• Collaboration with clients on regular basis, Review program status reports.

Project : EBS & Primavera Oracle Cloud Infrastructure Migration

• Lead team of 15 FTE and successfully delivered projects with QDC (Quality, Delivery, Cost) - Green , exceeded customer and leadership expectations. Received numerous appreciations from customers and executive leadership.

• Lead and successfully delivered Oracle Apps Migration projects, Oracle DB 19c Upgrade projects, Application configuration and support projects, deployment of EBS R12 at enterprise level.
• Spearheaded large portfolio of projects, reported program's progress and influenced positive outcomes for organization and key stakeholders.
• Led and managed project teams of 25 team members engaged in administering complex IT infrastructure and Apps projects.
• Managed variety of stakeholders and technical teams on multiple projects in my role. Despite unforeseen technical complexities, risks and issues, proper co-ordination, follow up actions, ad-hoc meetings, daily check point meetings, cross functional discussions, I managed to keep resources at tasks in timely fashion and kept stakeholders informed on periodic basis on overall project's progress.
• Developed project plans identifying key issues, approaches and performance metrics.
• Projects :
• Dell Refresh (Sep'20 thru Jul'21)
• AWS Migration of Legacy Apps(Sep'20 thru Jan'21)
• EBS 19c Upgrade and Apps Project (Jan'20 thru Mar'21)
• Oracle EBS R12 ERP Ecosystem Separation (May'19 thru Mar'20)
• SME - Project & Portfolio Management (Jul'18 thru Jul'21)
• Service Parts Integration Management (Aug '17 thru Aug'18)
• Ameristar Cloud Migration Project (Nov'16 thru Sep'17)
• EBS R12 Integrations and Deployment (Aug'15 thru Nov'17)
• Site Moves and New Sites Infrastructure projects (May'16 thru Jul'17)
• Revenue Report Apps Migration to AWS Cloud (Jun'15 thru eb'16)
• Maintained QDC (Quality, Delivery, Cost) Green across all the projects, instilled PM discipline within teams, established standard work, governance and tracking mechanisms on projects, ensured that stakeholders, business, technical teams, leaders and clients have common line of sight on issues and challenges during the overall program life cycle.

• Integral part of Value & Benefit Realization within the ITSM program and is responsible to drive value and benefit analysis across the service capabilities – Incident, Problem etc. within the ITSM implementation framework. This involves driving cost efficiencies, productivity, service quality etc.
• Instrumental in proposing performance indicators/metrics from industry standard to all business functions within Volvo IT and gaining acceptance to measure and implement these metrics in run-time deliveries
• Spearheaded numerous workshops focused in conducting in-depth analysis and making proposals to executive management on quantified cost savings, process improvements at every release of ITSM.
• Responsible for communicating business changes as big as ITSM to entire organization – Volvo group; this is part of Management of change and was accomplished through ITSM newsletters, presentations, focus group sessions and other ad-hoc meetings with stakeholders.

• Played instrumental role in managing Staff-Aug projects, essentially caters to High tech industry clients by working closely with North American Consulting (NAC).
• Established timeframe and managed schedule throughout project.
• Determined appropriate budgets and oversaw expenses.
• Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
• Fostered relationships with vendors to promote positive working relationships.
• Resourcing, Staffing plans, Statement of Work, Resource Forecasting, Sub-contractor management and over-sight.
• Reviewing/updating project plans and project schedule on regular basis.

Worked as Project Manager, Transition Manager, Helpdesk Operations Manager and Quality Specialist during the tenure with IBM.

Project Manager:

• Project Management across multiple workstreams by planning and monitoring progress on daily basis.
• Managed communications across all stakeholders and established program governance and reporting.
• Managed program's budget, risks and issues and projects interdependencies
• Resource Planning and resource management across all projects
• Collaboration with clients on regular basis, Review program status reports, Lead planning workshops with business and IT technical teams.

Transition Manager:

• Transitioned 12 FTE IMAC Service Desks for clients viz. Morgan Stanley, ACE, GATES and DOW.

Helpdesk Operations Manager:

• Responsible for managing Helpdesk Operations and adherence to SLA metrics.
• Managed 5 Helpdesk accounts with team size of 35 direct reports.
• Responsible for career development, staffing, hiring, setting educational goals, performance management and compensation planning.
• Played instrumental role in driving and implementing GDF practices as part of IBM Global initiative across multiple accounts that resulted in quality and productivity benefits for stakeholders.
• Responsible for driving strong compliance and business control posture with zero tolerance of violations on IBM Business Conduct Guidelines.

Quality Specialist:

• Regular/Random internal and external audits that act like looking glass to identify areas of improvement for agents and then devising plan for agent to work towards getting to 95% accuracy target.
• Significantly contributed in performing audits frequently to drive excellence in quality standards for processes and helped agents achieving targets and deliver best outcome.
• Reinforced distinct changes in process and completely reengineered it so as to streamline workflow in way to suit requirements of client and simplified ways of working for delivery teams.
• Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.

• Process Leader leads team of Technical Support Analysts who are responsible for providing world-class Technical Support and IT Helpdesk support to global clientele.
• Keeping the team energized and focused, closely monitoring the service delivery operations to ensure compliance with key metrics and SLAs, interacting with and managing customers & key stakeholders on a day-to-day basis and undertaking regular process improvement measures based on customer feedback and data analytics
• Managing team of Technical support engineers (TSE 's) to provide technical phone support to DELL customers on maintenance and operation of Dell products (Notebooks).

Technical Support Specialist:

• Troubleshooting technical hardware /software issues with notebooks/desktops over phone.
• Consistently maintained Customer satisfaction metric at 95% over three quarters in row.

Master Quality Analyst:

• Auditing calls and then calibrating them with partner QA's to ensure that process adherence is maintained and streamlined across enterprise which was accomplished by engaging all QA's from all partners of HP in feedback mechanism and then certifying them once particular QA meets thresholds laid down by quality function.
• Responsible for performing general and specific administrative support tasks involved in Quality function.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
• Created and collaborated in implementation and maintenance of customer complaint log, control plans, work and inspection instructions, local procedures and visual aids and samples

• Responsible for troubleshooting technical hardware /software issues with notebooks/desktops over the phone.
• Responsible for providing issue resolution, prioritizing issues, frequent follow-ups with client/customers