Riya Simon

• Managed multiple projects over TCV $6 Million.
• Led end-to-end IT infrastructure and Cloud Managed projects for public sector clients, ensuring seamless onboarding and offboarding, enhancing data-driven decision-making through interactive dashboards and reports, which improved client satisfaction by 25%.
• Liaised between customers and technical teams to effectively gather requirements and facilitate successful project execution, enhancing client communication.
• Aligned IT solutions with business needs by collaborating with vendors and stakeholders, enhancing project alignment and stakeholder satisfaction for Cloud services, and driving AWS well-architected reviews and trainings
• Managed project progress, budget, and tracked deliverables, ensuring successful project execution and data-driven decision-making, resulting in a 56% improvement in project efficiency.
• Supported the implementation of AI in project management to enhance automation, leading to more efficient processes and data-in- formed decision-making to expedite seamless services of PMO team.
• Facilitated daily stand-up meetings with the Technical Operations Manager and engineering teams to monitor the progress of daily tasks. Ensured that budget alerts and thresholds were configured in CloudCheckr for all new and existing clients, and coordinated the delivery of reports to the accounts team for invoicing customers, AWS, and Ingram.

• Managed and analyzed data for on-call resident doctors, MD students, and medical departments using Excel and SAS, ensuring data integrity and compliance. This effort resulted in a 25% improvement in data accuracy and facilitated strategic decision-making.
• Provided valuable insights and reports to faculty and administrators, supporting data-driven decision-making that led to informed policy changes and operational enhancements.
• Ensured compliance with HIPAA requirements and health insurance regulations, effectively reducing compliance risks and protecting patient information.
• Gathered and analyzed healthcare-related business requirements to ensure the successful execution of IT infrastructure projects while maintaining electronic health records (EHR).
• Developed business process diagrams and comprehensive system documentation to support project initiatives, thereby enhancing operational efficiency.
• Conducted gap analyses and compliance assessments related to HIPAA regulations, ensuring the integrity and security of data throughout the organization.

• Served as a key liaison for 79 global solution architects, enhancing communication and collaboration with five offering tower managers across critical areas such as Intelligent Collaboration, Digital Support Services, Modern Device Management, and MW Automation-Asset Management throughout the Product Lifecycle Management (PLM) process.
• Facilitated and coordinated Global Community of Practice meetings and training sessions to promote collaboration and knowledge sharing among team members. Developed comprehensive documentation and regularly updated the knowledge library, which significantly improved team efficiency, fostered continuous learning, and encouraged engagement and idea exchange on tools like MS Teams, Azure, security cost estimators, technical solution guides, and Power BI.
• Represented the Solutioning team by ensuring the accuracy and consistency of solution guides, Statements of Work (SOW), and proposal content within the global knowledge repository, thereby maintaining high standards in documentation practices.
• Engaged proactively with offering tower managers throughout the PLM process, ensuring alignment and collaboration with Capability teams while maintaining solution guides, cost models, and proposal content to uphold documentation integrity.
• Authored detailed solution guides and Statements of Work (SOWs), and implemented cost estimation tools to facilitate precise budgeting and effective planning for solution architects.
• Conducted training sessions on Jira and cost estimation tools, which enhanced team efficiency and improved financial accuracy. Led Global Community of Practice sessions to stimulate idea exchange and foster team engagement around products such as MS Teams, Azure, security cost estimators, technical solution guides, and Power BI.
• Acted as the single point of contact (SPOC) for solution knowledge management within the Modern Workplace, overseeing the global management of knowledge repositories to ensure that all solution-related information remained accessible and current.

• Successfully delivered multiple projects for industry-leading global clients, managing a total contract value (TCV) of over $6 million, while ensuring timely delivery and alignment with client goals.
• Led the 'Modern Workplace Project' focusing on Enterprise-Modern Device Management, resulting in improved device management efficiency and user satisfaction
• Managed relationships, budgets, and technical requirements, ensuring project alignment with client expectations and successful delivery
• Utilized Jira for project management, including user stories, backlogs, and milestone tracking.
• Managed IT infrastructure project, including ERP implementations and vendor system integrations, leading to improved system efficiency and reduced operational costs.
• Successfully completed the CMG implementation project on time, overcoming licensing and PKI certificate obstacles.
• Managing Integration special IT Infrastructure project with 98% success in 1st phase of deployment & go-live. Planning & Technical Coordination Lead of special projects, responsible for all technical aspects of project.
• Task management with the help of Service Now. Expert in Microsoft project.
• Led EUFS transition across 14 countries (APJ, ANZ), recognized as the Best Delivery team.
• Defined Governance Model, controlled project scope, and ensured timely delivery, resulting in enhanced client satisfaction and project success
• Delivered the Windows-10 and AD migration project across China and Hong Kong within a stringent timeline, ensuring seamless transition and minimal downtime
• Managed 7 engineers, vendor relationships and ensured 100% client satisfaction.
• Oversaw the Mergers and Acquisitions (M&A) process between Philips and Lumileds.
• Executed the transition project across China with 100% milestone fulfillment. Define Governance Model, Business / Technology Roadmap, Strategic Solutions, Client Engagement and Vendor Management for the program. Control Project Scope, Schedule and Budget variances.
• Managed customer escalations and coordinated resource onboarding, improving client satisfaction and project efficiency
• Coordinated risk mitigation strategies and escalations, ensuring timely resolution of project issues.
• Achieved 94% success in the first phase of deployment for the special IT infrastructure project.
• Led project planning, requirements analysis, and estimations for medical/drug setup, resulting in streamlined project timelines and improved resource allocation
• Deployed virtualized environments and managed task execution using Service Now, enhancing operational efficiency and reducing downtime
• Supervised installation and migration of network systems, servers, and security frameworks, leading to improved network reliability and security compliance
• Successfully deployed a new data center in Japan, ensuring smooth application migration.
• Conducted infrastructure IT assessments and ensured adherence to PUMA methodology, resulting in enhanced system performance and compliance with industry standards
• Documented architecture and technical specifications, and managed tasks using Microsoft Project, enhancing project clarity and efficiency
• Maintained strong client and vendor relationships, ensuring successful project delivery and high satisfaction.
• Led regulatory-compliant digital transformation for global clients in various sectors.

• Managed projects, incidents, problems, and change management for ITO company that provided website, network, and infrastructure-monitoring services
• Guaranteed support for clients through project managers during initial month.
• Directed the creation of a NOC monitoring team that improved network security and reliability.

• Hired to maintain English-language website but quickly invited to set up process for maintaining IT and website for start-up company that facilitated trade in electronic products made in China
• Expanded role into managing international business by representing company as only 'foreign face' in client meetings
• Communicated with global clients making inquiries, managing vendors
• Earned business from Australia and India by marketing company's manufacturing oversight services that ensuring contract-fulfillment in quantity, quality, and shipments

• Managed CMG implementation projects, service delivery, and Service Now administration.
• Delivered EUFS transition and transformation across 14 countries, achieving recognition as the best delivery team.

• Served as global incident manager for a 5-year contract, expanding role to include problem and infrastructure management.
• Developed processes for issue categorization and routing, trained Level 2-4 engineers, and documented resolved issues.
• Utilized Helios real-time monitoring tool to track and report daily on incident status, resolution times, and SLA compliance.
• Cleared backlog of inherited and internally generated issues by assigning accountability and resolving "true" incidents.
• Structured incident management operations to ensure no breaches in internal resolution times.

• Oversee complete incident management process, ensuring minimal downtime and maximum service availability.
• Handle major incidents across applications, voice infrastructure, networks, operating systems (Windows, Linux, Unix), SAP, databases, data centers, SAN, and Solaris environments.
• Serve as single point of contact (SPOC) for clients, ensuring efficient incident resolution, aligning IT activities with business priorities, and implementing process improvements.
• Manage team of 23 in 24x7 on-call, 12 hour-shift operation, providing customer service helpdesk and IT infrastructure services

• Directed IT service management for clients like Banctec, AT&T, A.P. Moller Maersk, and Symantec, ensuring seamless operations.
• Streamlined workflows to enhance IT service desk operations and maintain smooth functionality.
• Monitored performance metrics and implemented strategies for continuous improvement.
• Supervised a team of 12 CS IT Helpdesk staff to ensure high-quality service delivery.

• Supported and troubleshoot software, hardware, and network issues for employees ensuring seamless operations
• Provided training on company software to co-workers, enhancing team proficiency and knowledge
• Handled ITO corporate and customer service calls, efficiently resolving issues and providing necessary information, achieving high customer satisfaction
• Conducted monthly client reviews, created specific reports, managed escalations, and ensured team productivity targets were met
• Mentored and coached team members, performed quality and data audits, and interacted with clients to maintain high service standards