ALBERT MUGO

• Manage all technical enhancements for our Division, Global Tech operations, and infrastructure services.
• Manage ServiceNow asset management, service requests, and catalog for all of Vanguard's infrastructure needs and data centers.
• Improved stakeholder satisfaction scores by 30% through modernization of ServiceNow asset management and catalog workflows.
• Managed vendor relations and infrastructure services roadmap for global tech operations, aligning scope with $5M budget.
• Lead scrum teams in defining requirements and overseeing the completion of our development directives.
• Managed budgets of multi-million-dollar projects, maintaining financial discipline and optimal resource utilization across all stages of development.
• Managed cross-functional teams to achieve project goals while fostering a collaborative work environment.
• Implemented automated tools for tracking project performance metrics, enabling quick identification of areas needing improvement or intervention.
• Delivered projects on time and within budget by effectively managing scope creep through proactive identification and mitigation of potential risks.
• Reduced project delivery time by optimizing resource allocation and prioritizing critical tasks.
• Oversaw quality assurance activities, ensuring that final deliverables met or exceeded client expectations consistently.
• Mentored junior team members in technical skills, fostering a culture of knowledge sharing and professional development within the organization.
• Coordinated with senior leadership to align project objectives with broader organizational goals, maximizing overall business impact from each initiative undertaken.
• Established robust risk management practices, minimizing potential bottlenecks in project execution.
• Applied data-driven decision-making techniques for improved planning and forecasting accuracy in projects.
• Document customer C's stakeholder feedback that the program team will use to help establish a program scope and milestones..
• Works with the core team to identify and schedule all the work for end-to-end deployment required to fulfill the program scope.

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• Developed comprehensive project plans with clearly defined milestones, ensuring all stakeholders remained informed of progress.
• Improved team productivity by providing regular training sessions on relevant technical skills.
• Facilitated transparent communication among stakeholders through regular status updates, progress reports, and presentations at milestone meetings.
• Led change management initiatives to improve overall processes and increase team adaptability to new technologies or methodologies.
• Championed continuous improvement initiatives within the team, identifying opportunities for streamlining processes or enhancing skillsets to drive higher levels of performance consistently across projects.
• Ensured successful project completion by effectively addressing and resolving issues as they arose throughout the development process.
• Spearheaded efforts to adopt industry best practices in technical project management within the organization, resulting in enhanced service offerings for clients and increased competitive advantage in the market.

• Program Delivery Lead for programs as assigned to include development C test phases as well as facilitation of trials and deployment planning as needed
• Managed the delivery of complex multi-disciplinary projects within agreed time and budget constraints
• Led all product launches to fruition for Q1-Q3 successfully throughout all phases of lab, tech, and employee trials
• Managed all internal and external stakeholders’ expectations and effectively incorporated all requirements and aligned them in my project plans
• Managed six to eight projects simultaneously across multiple departments to achieve on-time delivery of new product lines for Q3 launch, resulting in a 15% increase in revenue
• Worked with users and head office directorates as well as internal clients and stakeholders, to determine and manage effective solutions to facilitate delivery of IT Service Delivery Projects
• Estimate timelines, measuring risk and devising mitigation strategies for identified risks, drawing us project plans that will support the delivery of the various IT projects being undertaken
• Maintain project plan, updating and tracking progress against the baseline and manage the timely delivery of the projects
• Liaise with different Dev, QA, Product owners, Architects and Scrum Masters by participating in all ceremonies including standup's, grooming sessions, PI planning sessions to align on key deliverables and forecast future work in sprints
• Delivered efficient project management by overseeing cross-functional teams and ensuring timely completion of milestones.
• Championed process improvements for increased efficiency, analyzing existing workflows and recommending enhancements.
• Fostered strong relationships with stakeholders, effectively communicating progress updates and addressing concerns promptly.
• Established performance metrics to monitor project progress effectively, enabling data-driven decision-making and proactive adjustments as needed.
• Coordinated large-scale technology deployments successfully while maintaining minimal disruption to ongoing operations during the transition period.
• Drove innovation initiatives by encouraging cross-functional collaboration and fostering a culture of continuous learning and development.
• Served as a mentor for junior program managers, providing guidance on best practices in project management techniques and tools.
• Developed comprehensive documentation for technical projects, including requirements specifications, design documents, user guides, and training materials.
• Provide program management leadership and expertise and act as a source of truth for information about Programs ensuring all parties are aligned on objectives and definition of success
• Subject matter expert, understanding the details of what we are delivering, not just the dates and milestones
• Act as a 'go-to person' and truly own every aspect of their programs
• Manage the program and team through the deliverables associated with the program by establishing milestones and monitoring adherence to plans and schedules by holding leads accountable as appropriate
• Identify project risks and mitigation plans as appropriate and drive mitigations recording and all risks in the raid log
• Negotiated contracts skillfully with external service providers securing favorable terms that contributed positively towards company profitability.
• Enhanced product development for streamlined processes through implementation of agile methodologies.
• Collaborated closely with product owners to define clear project scopes and deliverables that met customer needs while adhering to established budgets and timelines.
• Reduced project delivery timeframes with rigorous attention to detail and proactive risk mitigation strategies.

• Led and managed two scrum teams for cloud and data analytics, extracting data from various sources, merging it into a data lake, and transforming it using Tableau
• Developed and maintained a strong development team, advocating for their needs
• Facilitated Agile ceremonies like stand-ups, sprint planning, and retrospectives
• Ensured clear communication across teams and with stakeholders, aligning priorities and roadmaps
• Held team members accountable for commitments and prioritized impactful work
• Collaborated with senior leadership, Data Architects, and Product Managers to organize roadmaps and prioritize tasks
• Resolved blockers for Developers and QA, ensuring deliverables were met during sprints
• Coordinated QA testing for new features and onboarded new team members, managing system access
• Acted as an agile coach and mentor for cross-functional teams, including my own teams
• Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
• Maintained schedules to meet key milestones at every project phase.

• Led successful implementation of 16-20 SAAS projects within tight deadlines, ensuring compliance with CCPA regulations.
• Improved team efficiency by implementing Agile and Scrum methodologies for project management.
• Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
• Conducted daily stand-up meetings, sprint planning sessions, and sprint reviews, ensuring effective communication among team members.
• Managed product backlog effectively, prioritizing high-value items for faster completion.
• Led sprint reviews and planning meetings to promote full team engagement.
• Developed custom Scrum boards for better task tracking and transparency within the team.
• Implemented continuous improvement initiatives through regular retrospective meetings with the team.
• Managed product backlog and supported Scrum framework for monthly sprint releases.
• Resolved conflicts and facilitated open communication among team members, promoting a healthy work environment.
• Collaborated with product owners, team members, technologists, and other scrum masters to define solutions and drive progress.
• Optimized resource allocation by identifying and addressing bottlenecks in project workflows, leading to reduced time-to-market for product releases.
• Applied agile methodology to shorten cycle time and achieve target margins.
• Boosted customer satisfaction scores by providing regular updates on product enhancements resulting from feedback provided during sprint review meetings.

• Drove release risk management, working with stakeholders to mitigate and plan contingencies
• Facilitated communication among team members to solve complex technical challenges efficiently and effectively.
• Streamlined project delivery by implementing Agile methodologies and improving collaboration among team members.
• Delivered reliable solutions by overseeing software design, development, testing, implementation, and support phases of IT projects.
• Managed cross-functional teams to ensure efficient allocation of resources and successful project completion.
• Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Negotiated contracts with vendors that led to cost savings while maintaining a high level of service quality.
• Developed project management roadmap to define project objectives, timelines and milestones.
• Built and maintained strong relationships with stakeholders, resulting in increased trust and collaboration on future projects.
• Implemented risk mitigation strategies to minimize potential issues impacting project deadlines or budgets.
• Oversaw the launch and implementation of a CRM platform Oracle Sales cloud ,C SAP to our international locations and within the United States.
• Participate in Data migration and Validation projects during migration from in house CRM to Oracle Sales cloud
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• Participated in requirements gathering and scope definition for ongoing marketing efforts and feature modifications
• Acted as Scrum Master for dev and QA teams, managing Kanban boards, leading retrospectives, and participating in sprint planning
• Responsible for process mapping and documentation across IT projects
• Managed various brands under Subdirect Umbrella, including Marketing, Finance, Operations, and IT initiatives
• Implemented Agile/Kanban methodology, increasing productivity and cutting sprint costs by 30%
• Wrote user stories and gathered requirements from multiple brands, utilizing TFS and later Azure DevOps
• Oversaw company website re-branding, participating in UAT and Production testing
• Implemented project management tools like Trello, Slack, and Canny for improved visibility and collaboration
• Managed sprint capacity costs to stay within departmental budgets
• Monitored key strategic projects like data migration from Egnyte to SharePoint and server migration from AWS to Azure

• Managed critical Rewards initiatives, including site updates, customer escalations, and catalog management
• Planned, designed, and scheduled phases for large projects.
• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Led Cash Plus points initiative and implemented swift payment software 'access pay' for various transactions
• Oversaw 3rd party vendor accounts, particularly the Chase-Amazon relationship, using access pay for transactions and gift card processing
• Acted as Scrum master for Credit Card Rewards C Marketing projects, leading agile ceremonies and managing sprint iterations
• Utilized Jira for issue tracking and bug management during sprints
• Managed Amazon-Chase vendor account, handling transactions, marketing initiatives, and escalations
• Led large-scale business projects within the rewards team, resolving problems, managing impacts, and mitigating risks
• Built SKUs on the Experience platform and participated in UAT testing for Chase Credit Card and vendor products
• Wrote project plans, business requirements, operational process maps, and procedure documentation
• Managed configuration and set-up activities for new rewards products and updated operational procedures
• Collaborated extensively with Marketing, IT, Operations, Customer Service, and vendors on project teams
• Documented system and operational process flows, participated in special projects, and performed assigned duties

• Led projects aligning with business objectives, delivering cost-efficient solutions
• Reduced downtime by promptly addressing hardware and software issues, ensuring minimal impact on business operations.
• Managed Enterprise accounts like Abington Hospital and University of Penn using Oracle Sales Cloud ERP, Trac software and Salesforce/
• Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.
• Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
• Oversaw technology budget planning and allocation to optimize resource utilization while meeting organizational objectives.
• Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
• Promoted collaboration between cross-functional teams by integrating disparate systems into unified platforms for improved communication and workflow efficiency.
• Established a robust IT service management framework based on industry standards such as ITIL, driving quality improvements and operational excellence.
• Streamlined processes through the automation of routine tasks, increasing team productivity and reducing manual effort.
• Facilitated seamless transitions during system upgrades or migrations by coordinating between stakeholders and mitigating potential disruptions to business operations.
• Coordinated IT operations activities to deliver smooth flow of daily business needs.
• Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
• Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
• Led a skilled IT team in providing exceptional technical support, fostering a collaborative environment that promoted professional growth.
• Spearheaded disaster recovery efforts during critical incidents, restoring systems functionality quickly to minimize downtime and maintain business continuity.
• Contributed to the successful completion of numerous high-profile projects by providing expert guidance on technology strategy, infrastructure design, and implementation best practices.
• Evaluated emerging technologies to identify opportunities for innovation and improvement within the organization''s IT landscape.
• Enhanced IT infrastructure security with regular vulnerability assessments and proactive patch management.
• Ensured compliance with industry regulations by implementing comprehensive IT policies and procedures covering data privacy, security, and access controls.
• Handled data analytics and billing through Oracle ERP Suite, including status reporting and metrics analysis