Technical Program Manager with 10+ years of experience delivering large-scale, cross-functional programs across Healthcare, Financial Services, AI, Cloud, and enterprise transformation. Expert in ITIL-based ITSM, ServiceNow optimization, EDI/MMIS modernization, and cloud/data platform evolution.
Known for simplifying ambiguity, aligning global teams, and using data-driven decision making to drive predictable execution. Operates with a Principal TPM mindset—setting long-term strategy, influencing without authority, and architecting scalable systems that enhance reliability, compliance, and operational excellence.
Recognized for modernizing legacy platforms, improving engineering velocity, strengthening governance, and translating complex technologies (AI/ML, automation, analytics, cloud-native architectures) into real business impact within highly regulated, fast-paced environments.
Career Impact Highlights
$4M
Annual Savings
Delivered through ITSM efficiency gains and ServiceNow optimization
40%
ITSM Efficiency
Improvement in operational workflows and cycle times
50%
Alert Reduction
Reduced alert noise at Visa, improving incident response
30%
Team Productivity
Improvement in delivery throughput across global teams
Healthcare Modernization
Led end-to-end modernization of EDI and Medicaid reporting platforms (T-MSIS, CMS 64/21, PERM), improving data accuracy, submission timeliness, and regulatory compliance across multiple U.S. state programs.
Production Reliability
Led SEV1/P1 incident management for large-scale EDI systems, implementing durable root-cause corrections and proactive monitoring improvements that reduced repeat failures and improved SLA adherence.
Cloud Architecture
Delivered scalable cloud-ready architectures for legacy platforms, improving scalability, security, maintainability, and long-term cost efficiency.
SaaS Program Delivery, Data Analytics & Visualization, KPI/SLA/OKR Definition, Data Quality & Validation, AI/ML & MLOps, LLMOps, AgentOps Awareness, AIOps Concepts, A/B testing, Reporting & Dashboarding
Domain Expertise
Healthcare EDI (270/271/276/277/837/835/277CA/834/820/278), MMIS, Federal/State Reporting (T-MSIS, CMS 64/21, PERM), Financial Transaction Monitoring, Enterprise Command Center Operations, Cybersecurity & Compliance
Professional Experience
Conduent Inc. – Technical Program Manager
May 2019 – Present | Greater New York City Area
01
EDI & Federal Reporting Transformation
Own EDI modernization roadmap for multiple U.S. state and federal healthcare clients; lead cross-functional teams across engineering, data, and operations to deliver upgrades on time and within budget. Integrated cloud-aligned patterns into EDI and reporting stacks (T-MSIS, CMS 64/21, PERM), improving scalability, security, and performance while maintaining strict regulatory compliance.
02
ITSM & ServiceNow Optimization
Re-architected ServiceNow workflows (Incident, Problem, Change, Release, Request, Knowledge) for the EDI & Payments LOB, driving 40% improvement in operational efficiency and an estimated $4M in annual savings. Introduced proactive monitoring, standardized runbooks, and automation to reduce downtime and increase overall system availability.
03
Quality, Certifications & Governance
Led CMMI 2.0 and EHNAC certification initiatives for EDI solutions; institutionalized quality gates, documentation standards, and audit-ready controls.
04
Agile Transformation & Product Ownership
Served as Technical Product Owner for legacy EDI applications: converted complex business problems into epics and user stories, managed backlogs, and drove Scrum ceremonies to improve predictability and stakeholder satisfaction.
Data-Driven Delivery & Risk Management
As Technical Delivery Manager, built executive-facing dashboards and KPI packs tying program health to business OKRs and operational metrics; used insights to optimize throughput and reduce repeat incidents.
Maintained RAID logs and formal risk mitigation plans; consistently met critical milestones despite changing regulatory and client demands.
Incident Leadership & Global Team Management
Led P1/SEV1 incident response for EDI applications, driving rapid root-cause analysis and permanent fixes to protect SLAs and client trust.
Directed globally distributed teams (onshore/offshore), establishing clear accountabilities, sharing best practices, and increasing delivery productivity by 30%.
Visa Inc. – Business Operations Analyst, VOCC
Dec 2017 – Mar 2019 | Washington, D.C. Metro Area
Operational Excellence
Served as Operational Acceptance Criteria SME, defining and enforcing production-readiness standards for new services and applications entering VOCC.
Product Ownership
Product Owner for the Alert Handling Acceptance (AHA) platform; delivered 30+ enhancements that transformed it into a core operational tool for incident triage and alert routing.
Process Optimization
Standardized and automated ITIL-aligned processes in ServiceNow (Incident, Problem, Change), reducing process cycle time by 50% and accelerating service/application certification.
50%
Alert Volume Reduction
Reduced monthly alert noise through data analysis
40%
First Call Resolution
Improved FCR by optimizing signal-to-noise ratio
30+
Platform Enhancements
Delivered for AHA operational tool
Additional Professional Experience
1
Alphamicron, Inc. – Business Operations Analyst
Feb 2017 – Jun 2017 | Kent, OH
Conducted market and customer research for e-tint™ smart eyewear, translating insights into positioning, pricing, and GTM recommendations. Built Tableau dashboards to visualize sales performance and support strategic decisions. Coordinated warehouse, logistics, and inventory operations; achieved On-Time In-Full (OTIF) delivery and cut operational delays by 50%. Led an end-to-end inventory control initiative that reduced documentation effort by 70% and cut packing waste from 17.58% to 3.78%. Improved customer satisfaction scores from 65% to 86%.
2
Kent State University – Graduate Research Associate
Jun 2016 – May 2017 | Kent, OH
Partnered with faculty and leadership to convert research needs into structured project plans and technical requirements. Performed comparative statistical analysis on radiation processing and B3 film data; developed a Bayesian inference package in R and SQL queries to streamline analysis. Integrated research data into Tableau and automated comparisons with Excel macros. Mentored undergraduates on experimental design and data analysis.
3
Tata Motors – Operations Analyst
Jun 2013 – Aug 2015 | Nizamabad, India
Led a 55-person team in a high-volume automotive workshop, owning safety, throughput, and customer experience. Conducted time-and-motion studies and redesigned workflows, reducing service cycle time 33% (90 → 60 minutes). Produced Visio-based process maps and dashboards to visualize KPIs and drive continuous improvement. Trained and mentored 12+ management trainees.
Certifications & Credentials
Comprehensive portfolio of industry-recognized certifications demonstrating expertise across program management, cloud technologies, AI, and IT service management.
Project Management Professional (PMP)
PMI
Nvidia Certified Associate
AI Infrastructure & Operations (NCA-AIIO)
Certified Scrum Master
Scrum Alliance
Certified ServiceNow Admin
ServiceNow
ITIL v3/v4 Certified
AXELOS
Azure Administrator (AZ-104)
Microsoft Certified
AI Engineer (AI-102)
Microsoft Certified
Power BI (PL-300)
Microsoft Certified
Executive Capabilities & Technical Toolkit
Executive Capabilities
Technology Strategy & Road mapping
Cloud Modernization & Digital Transformation
Governance, Compliance & Audit Readiness
Organization Design & Operating Models
KPI-Driven Operational Excellence
Executive Stakeholder Management
Large Program Mobilization & Risk Leadership
Cross-Functional Influence & Change Management
Tools & Technologies
ServiceNow, JIRA, Azure DevOps, MS Project
Tableau, Power BI, Advanced Excel, SQL, R
Azure, Docker, Kubernetes, Python
EDIFECS, Git, SAP BO, Minitab
Splunk, Smartsheet, Confluence, Salesforce
Databricks, Dynatrace, Kibana
Oracle, SQL Server, MS Access, SQL Developer
Leadership
Global Team Leadership, Vendor & Contract Management
Ready to drive transformational programs and deliver measurable business impact. Open to opportunities in Technical Program Management, Cloud Modernization, AI/ML Operations, and Enterprise Transformation.