Samson R N

Experience

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  Wipro Infotech

  May 2001 - Feb 2003

  Customer Support Executive

  • Implementation & Configuration of Cisco routers providing VPN & Internet connectivity to corporate customers across India• Configuring of Mail Clients like Outlook Express, Inbox & Microsoft Outlook for E-mail Customers. • Post Installation support engineer, owning overall responsibility for customer satisfaction, while facilitating the resolution of ongoing issues• Tracking & closure trouble tickets logged by the customers within the committed Service Level Agreements • Periodic review & collecting customer feedback on the Quality of service Show less

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  Mphasis BPO Services Ltd.

  Feb 2003 - Sept 2004

  Unit Manager - Technology

  • Requirements definition/goal setting, project planning and identifying appropriate resources to implement the Voice & Data infrastructure requirements for new clients & process transitions• Delegating work and managing deliverables, analyzing complex information, developing and presenting recommendations, sharing information with appropriate internal/external stake holder’s, coordinating with various technical support teams & vendors & guiding the project to on time completion with achievement of stated objectives• Implementation of various Network Management Tools like Alcatel 5620 NMS, Solarwinds, WhatsUp Gold and Server Monitoring Tool like Compaq Insight Manager 7• Active member in change management, incident review, and root cause analysis for all production deployments, maintenance & outages• Managing NOC operations & responsible for the call center network uptime Show less

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  Avaya GlobalConnect Ltd.

  Sept 2004 - Jan 2007

  Project Manager

  • Single Point of Contact for the customers & primarily responsible for timely project delivery & execution• Constant communication with stakeholders to provide accurate reporting and information regarding the ongoing project and initiatives• Involvement from the Pre-Sales stage & responsible for preparation of SoW (Scope of Work) that will help realize the responsibilities of both AGCL and the customer, limitations of the scope of the project and thereby draw clear boundaries• Resource & Skill planning in line with the project objectives. Vendor management & coordination with 3rd party OEMs to make sure the complete installation is seamless & meets customer expectations• Achieve high degree of customer satisfaction by connecting with customers & ensure first time right implementation in complex projects• Obtain final customer acceptance of the solution & project sign-off Show less

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  IBM

  Jun 2014 - Aug 2021

  Client Portfolio Manager (Apr’20 – Aug'21)Accountable for the end-to-end management of projects and programs within the Germany Portfolio, ensuring projects are delivered according to their scope, schedule and budgetDelivery Partner Executive (Feb’19 to Apr’20)Provide Account leadership to the service delivery teams & ensure contract defined SLAs and KPIs are met.Agile Transformation Program- CIC India Leader (Nov’17 to Feb’19)Developed the initial Agile Tribe Model to realign teams as per client requirementCreated Cross Functional Agile Squads supporting various Client Business UnitsProgram Manager (Jul’15 to Nov’17 & Jun’11 to May’14)Managed a team of Project Manager’s & Program Manager’s as a First Line Manager supporting Australian & European clientsResponsible and accountable for the delivery of Projects Managed by 35 PMs from India Delivery Center supporting clients in Australia New Zealand,Europe & United Kingdom.Project Manager (Jun’14 to Jul’15 & Jan’07 to May’11)Responsible and accountable for the delivery of IT Infrastructure projects for an Australian Telecom Client Show less Worked as an International assignee managing multiple infrastructure outsourcing projects for a UK client & also upskilling PMs in the Delivery Center• Managed an enterprise service improvement project for an Insurance client which was aiming to deliver a step change in the digital engagement with customers by delivering a brand new authenticated website replacing their existing one • Managed the upgrade of 3rd party desktop applications as part of the Refresh Program• Engaged the resources both within IBM & across multiple vendor teams, gathered the estimates for their efforts required to deliver the project to arrive at the Project Baseline scope, cost & schedule• End to end ownership of the Project execution right through to closure. Tracking labor hours booked by resources engaged ensuring the project budget is under control against the deliverables agreed with client• Managed risks/ issues on daily & weekly basis for all projects. Maintained project baseline and scope changes through change management process• Mentored PMs in Poland Delivery Center to adapt to IBM Project Management processes & methodologies Show less

  • Account Portfolio Manager

    Jan 2007 - Aug 2021

  • Project Manager

    Jun 2014 - Jul 2015
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  Kyndryl

  Sept 2021 - now

  Account Portfolio Manager

  • Accountable for the end-to-end management of projects and programs within the Germany Portfolio, ensuring projects are delivered according to their scope, schedule and budget• Established the Governance & Project Management System in 2020• Managing a global team of Project Managers from Germany, UK, Poland & India• Transformation leader driving the Continuous Process Improvements like enhancements to the Project Change Management process, Effective Risk Management & defining the performance metrics• Review Pre-Sales proposals & provide the approval from a delivery perspective Show less