Tennyson Sam Gnanasekaran

• Aligned complex project portfolios with organizational strategies and business objectives, enhancing overall project alignment and focus.
• Governed PMO frameworks, driving project reviews, KPI tracking, and executive reporting for transparency.
• Collaborated with senior leadership and stakeholders to monitor risks and dependencies, implementing corrective actions.
• Advanced enterprise transformation initiatives through best practices and enhanced project controls.
• Fostered project management maturity and ensured compliance with organizational policies and audit standards, strengthening governance across projects.
• Ensured delivery performance met scope, schedule, and budget targets through strategic oversight, contributing to successful project completions.

Change Manager

• Led end-to-end IT change initiatives, ensuring minimal disruption to operations.
• Developed and implemented change management strategies, communication plans, and risk mitigation frameworks.
• Collaborated with stakeholders to assess impacts and align changes with organizational goals.
• Monitored progress of change initiatives, applying real-time adjustments for efficiency.

Major Incident Manager

• Directed incident management processes to ensure timely resolution and minimal business impact.
• Coordinated cross-functional response teams under strict SLAs.
• Conducted root cause analyses, implementing corrective actions to prevent recurrence and enhance service continuity.

Problem Manager

• Proactively identified recurring issues and implemented permanent solutions.
• Partnered with technical teams to apply preventive measures based on trend analysis.

Career Highlights

• Strengthened enterprise governance by leading the Enterprise Program Management Office (EPMO), aligning project portfolios with organizational strategy and driving measurable improvements in delivery performance.
• Enhanced IT service resilience as IT Change Manager, Major Incident Manager, and Problem Manager, implementing governance frameworks, real-time monitoring, and root cause analysis to minimize disruptions and ensure SLA compliance.
• Delivered operational transparency by onboarding incident, problem, and change statistics into Helix Dashboard and integrating APM monitoring for retail and mobile banking, enabling real-time visibility of customer activity and system health.
• Championed transformation initiatives through best practice adoption, process improvements, and enterprise-wide change awareness sessions, elevating project management maturity and fostering a culture of adaptability.
• Recognized for excellence with a 5-star High Performer Award (2023), reflecting outstanding leadership, stakeholder engagement, and contributions to organizational success.
  

• Analyzed quality results to identify error trends, informing targeted improvement strategies.
• Monitored escalations, implementing solutions that addressed root causes and enhanced process efficiency.
• Conducted trend analysis to formulate strategies that minimized defects.
• Developed targeted action plans for performance improvement initiatives, aligning efforts with organizational goals.

• Provided tailored, high-level customer service to HP customers and Verizon Wireless employees, fostering strong relationships and loyalty.
• Resolved inquiries promptly, contributing to increased customer satisfaction and retention.
• Worked with team members to tackle complex customer issues, enhancing overall service quality and team efficiency.
• Trained new staff on best practices for effective customer interactions.