Lead process automation team in development, testing, and support for new eCommerce business line, driving OMNI-channel retail enhancements, operational excellence, cost optimization, system stability, and scalable growth.

• Item “keep it” bot - Designed and implemented a Blue Prism bot for Customer Care to automate approval workflows, empowering agents to authorize free item retention, boosting customer satisfaction and reducing resolution time by 15%.

• Intelligent Follow-Up System for Customer Care - Led the development and implementation of an automated follow-up Blue Prism bot for Customer Care agents' Jira tickets, accelerating resolution times and improving operational efficiency by 40%.

• Bulk order bot - Automated the bulk order workflow in Blue Prism to efficiently process individual orders ranging from $10K to $100K, driving significant revenue growth and accelerating time-to-market for products.

• Cost monitoring bot - Optimized application services and infrastructure, achieving 30% cloud cost savings; deployed the Concord automation bot for real-time cost tracking.

• Co-pilot Gen AI - Deployed an automated agent to generate Jira tickets for project and incident management, reducing manual workload by 6–12% and enhancing accuracy of ticket data.

• Production Support - Delivered end-to-end L1–L3 support for 50+ production bots in a high-pressure 24/7 environment.

• Operational Efficiency - Championed shift-left methodologies across automation teams.

• Communication - Facilitated clear technical and non-technical communication across development and production teams to ensure effective issue resolution and stakeholder alignment.

• Migration - Led migration of 50+ Blue Prism bots to version 7.x, ensuring seamless compatibility, enhanced stability, and minimal disruption to business operations.

• Security Risk and Vulnerabilities assessments - Developed and delivered best-practice training to sustain an A+ security rating.

For the client Blue Cross Blue Shield of Massachusetts, led strategic IT infrastructure updates, implemented technology solutions aligned with business needs, and spearheaded application modernization for a new digital platform. Oversaw the transition of a SAS application to DevOps and supported its integration into a DevSecOps framework. Additionally, managed and provided ongoing support for the SAS application, ensuring all deliverables were met on time.

Work Locations: United States and Canada

• Led customer-facing DevSecOps transformation on AWS, modernizing legacy applications and migrating them to scalable cloud platforms.

• Worked closely with the client to evaluate and implement DevOps tools such as DataDog, Splunk, Sonar, and Jenkins as part of a newly established DevSecOps framework, enhancing system observability and improving operational efficiency.

• Led phased onboarding of cross-functional teams to the DevSecOps platform while providing hands-on support to resolve cloud-related technical issues and ensure smooth platform adoption.

• Managed incident response and support operations, ensuring uptime for SAS 9.4 servers and deploying automation to minimize manual workloads.

• Facilitated stakeholder alignment, led risk mitigation strategies, and optimized delivery timelines by 15% through Agile practices.

For the client Blue Cross Blue Shield of Massachusetts, led strategic IT infrastructure updates, implemented technology solutions aligned with business needs, and spearheaded application modernization for a new digital platform. Oversaw the transition of a SAS application to DevOps and supported its integration into a DevSecOps framework. Additionally, managed and provided ongoing support for the SAS application, ensuring all deliverables were met on time.

• Led customer-facing DevSecOps transformation on AWS, modernizing legacy applications and migrating them to scalable cloud platforms.

• Worked closely with the client to evaluate and implement DevOps tools such as DataDog, Splunk, Sonar, and Jenkins as part of a newly established DevSecOps framework, enhancing system observability and improving operational efficiency.

• Led phased onboarding of cross-functional teams to the DevSecOps platform while providing hands-on support to resolve cloud-related technical issues and ensure smooth platform adoption.

• Managed incident response and support operations, ensuring uptime for SAS 9.4 servers and deploying automation to minimize manual workloads.

• Facilitated stakeholder alignment, led risk mitigation strategies, and optimized delivery timelines by 15% through Agile practices.

For the client Blue Cross Blue Shield of Massachusetts, led IT infrastructure enhancements, delivered technology solutions aligned with business objectives, and drove application modernization for a new digital platform. Managed the transition of a SAS application to DevOps and facilitated its integration into a DevSecOps framework. Additionally, provided ongoing support for the SAS application, ensuring timely completion of all deliverables.