May 2022 – Feb 2025 · 2 yrs 9 mos

• Leading large cross functional projects within AppleCare Sales and Service portfolio.
• Primary responsibilities include
• Conducting and leading project resource planning and overseeing its execution
• Coordinating the appropriate and respective cross-functional teams and departments
• Communicating with technical and business teams about project progress
• Performing business-case documentation
• Providing technical consultancy
• Reviewing the plan of record and setting the priorities of the project
• Tools : Wrike, Miro, Confluence, Chorus, Radar, Keynote, Numbers, Quip, Box, Agile Board, Omni Graffle, Help Central, Tableau, Splunk
• Projects Shipped to Production (May 2022 - Feb 2025 )
• Apple Diagnostics for Self Service Repair : Played Project / Program manager role in enabled Diagnostics and Secure Repair process to Self Service Repair customers which made Apple compliant with the Right to Repair regulation in the U.S and Europe. The diagnostic tool provides users more transparency and autonomy to troubleshoot issues. Apple Diagnostics will give customers the same ability as Apple Authorized Service Providers and Independent Repair Providers to test devices for optimal part functionality and performance, as well as identify which parts may need repair.
• Unlimited ADH Claims : Played Project Manager role in enabling unlimited accidental claims for AppleCare products world wide, as a result increasing AppleCare sales and increased customer satisfaction by adding value to the AppleCare product
• Trade-In Diagnostic Tool : Played Project Manager role in building a machine learning model to determine the cosmetic condition of the device during Trade-In process. This project eliminated the subjective assessment during Trade-In process and increased customer satisfaction

Dec 2013 – Present · 12 yrs 5 mos

• Dec 2013 - Present
• Technical Project Manager / Program Management
• Leading IS&T Engineering Solutions projects delivery and managed multiple complex project deliveries from inception to rollout. Led multi-vendor geographically distributed cross functional teams and achieved consistently successful results.
• Primary responsibilities include
• Drive an automated solution for “CRU” process in 3 years at Apple Retail Store and Call Center. (One of the most complex cross functional projects, there were 7 failed attempts previously by different teams, but we were able to deliver all the 3 phases successfully)
• Project management including Project Planning, Defining new feature , Schedule, Cost Estimation, Backlog tracking, sprint planning, Retrospectives, Identifying Critical paths, Risk Management, Release Management
• Abstract key issues and risks into an actionable form for executive management and leadership
• Interact with various Business teams to gather requirements and understand business problems
• Interact with Apple Senior Managers to understand their focus and plan strategy to meet their future and current demand
• Projects Shipped to Production :
• Surf : Played TPM and solution architect role in enabling AppleCare+ sale post repair event at Retail POS , Online Agreements , On device (iOS) and Call Center
• CRU Automation (3 Year Project) - Played the Program manager and solution architect role in automating CRU Process. As a result reducing 70% head count, 50% TAT and 50% Call time reduction
• AppleCare Subscription and Theft & Loss Program - Played TPM role in enabling Subscription contract and T/L contract sale for Apple Devices in various channels (AOS, OAS and OnDevice)
• GDPR & Privacy Portal : Led Cross functional teams to build Privacy Portal for GDPR project
• Appointment Scheduler System : Led Cross functional teams to build Appointment Scheduler system which enabled Customers, Call Center and Partners to book appointments at Retail Store

May 2011 – Nov 2013 · 2 yrs 6 mos

• Leading IS&T Engineering Solutions projects delivery. Led multi-vendor geographically distributed cross technical and functional teams and achieved consistently successful results.
• Primary responsibilities include :
• Understanding business requirements and creating final product vision through collaboration
• Interacting with business and IS&T teams to drive Technical and system solution
• Defining business process and functional behavior for various CRM modules (Product, Case, Repair, Warranty, Enterprise Support, Customer 360 )
• Performing Code Reviews and Defining coding standards
• Developed and managed project plans, schedules, issues log created and business-technical conflicts
• Created Functional Requirement Specification (FRS) document, User Requirement Specification (URS) and Change Request (CR) document for system application development
• Authored various Use Cases and Activity diagrams, Sequence diagrams using Rational Requisite Pro and used UML methodology to define the Data Flow Diagrams (DFD)
• System Architecture, Functional and Technical Design
• Designing the API specs for Micro Services
• Projects Shipped to Production:
• PeopleTools upgrade 8.49 to 8.53 : Please Project Lead/Tech lead role in upgrading PeopleTools from version 8.49 to 8.53. This was one of the most complex PeopleTools upgrades as it impacted 40 different applications and involved high level of co-ordination with different cross functional teams.
• China-Korea Payments Project - Enabled Payments module for China and Korea for services offered via AppleCare at Call Center and Online. This involved integration with AliPay, Inicis and PayEasy. It was one of the most complex payment integration projects as it involved changing a lot of AppleCare processes due to country regulations.
• Geo Expansion Projects : Led global expansion of the Apple services for new countries at Retail Stores, Call Center and Online

Oct 2008 – Apr 2011 · 2 yrs 6 mos

• Software Developer:
• Worked on GCRM (Customer Systems) projects as a PeopleSoft CRM Developer. Worked on AppleCare Service Management projects, PeopleSoft Technical Upgrade projects
• Primary responsibilities include
• Interacting with business to gather requirements and understand business problems
• Involved in gathering, analyzing business rules, and documenting business requirements, functional requirements and data specifications for Business Objects Universes and Reports
• Wrote functional requirements and non-functional requirements based upon the approved business requirements by following UML processes and standard procedures for developing use cases, use case diagrams, and other supporting documentation
• Identifying various individual logical components, expressing the system design through UML diagrams
• Responsible for addressing, diagnosing, and resolving issues that arise on a day to day basis for the team. Also responsible for documenting the causes, analysis and final resolution to the issues/errors
• Development of functionality and support IT/UAT/Go Lives
• Projects Shipped to Production:
• PeopleTools upgrade 8.46 to 8.49 - Developed the API changes required for Tools upgrade
• Migrated AppleCare outbound emails from Communication Engine to Rover for consistent end-customer experience and better accountability of AppleCare email communications
• Accidental Damage Coverage to cover the Accidental damage on iOS devices
• CDO - Introduced Customer Drop-off model for GCRM repairs to reduce the shipping cost on repairs
• iPhone enhancements - Introduced new repair strategies for iPhone product