CV – Curriculum Vitae

Technical Program Manager | Cloud & IT Transformation Leader | AI & AWS Certified | ITIL | Trusted by C-Suite |

LinkedIn: linkedin.com/in/agrawalr 

About Me

Results-oriented Technical Program Manager with 20+ years of experience driving enterprise transformation across cloud, ITSM, infrastructure, and service delivery. Skilled in structured problem-solving, cross-functional leadership, and delivering scalable systems that reduce operational friction and elevate the employee experience

Core Competencies

  • ITSM & Service Operations
  • Cloud Transformation (AWS)
  • Program & Portfolio Management
  • Workflow Automation & AI Enablement
  • Strategic Problem Solving & Communication
  • Global Team Leadership
  • Agile & Waterfall Delivery

Certifications

  • Artificial Intelligence Certification
  • AWS Certified Cloud Practitioner
  • Project Management Professional (PMP)
  • Certified Scrum Master (CSM)
  • ITIL v2 & v3 Practitioner

Experience

FICO Corp. – Director, Technical Accounts / Principal TPM (2017 – Present)

  • Lead $50M+ enterprise programs, transforming legacy platforms to hybrid cloud across fraud and collections domains.
  • Restored delivery confidence, improved client relationships, and drove $20M+ YoY growth.
  • Defined governance and delivery standards across global business and tech teams.

Avention (D&B) – Senior Program Manager (2016 – 2017)

  • Managed $20M+ delivery portfolio, launching PMO structures and dashboards.
  • Scaled client operations, reduced data vendor costs by 10% through SLA optimization.

The Advisory Board Company – Enterprise Program Manager (2013 – 2016)

  • Managed 147 projects across 90 hospitals; cut go-live timelines by 50%.
  • Delivered data-driven healthcare solutions integrated with EMR platforms.

Zimmer Inc. – Program Manager Lead (2012 – 2013)

  • Established SDLC, dashboards, and global PMO tools; led data center and finance transformation.
  • Saved $2M/year through strategic outsourcing and SAP SOX remediation.

Dell Inc. – Senior Program Manager (2007 – 2012)

  • Led logistics, shipping, and infrastructure programs with $4M+ annual savings.
  • Implemented ITIL v3-based operations; improved change yield to 98%.
  • Built and scaled global support teams; managed critical transitions without downtime.

Southern California Edison – PMO Consultant (2006 – 2007)

Standardized change management; delivered process optimization and operational maturity benchmarks.

Albertsons Inc. – IT Operations Manager (2002 – 2005)

  • Implemented ITIL frameworks, improved incident resolution by 500+/week.
  • Led Six Sigma initiatives and SOX compliance in IT operations.

GE Capital – Senior Software Engineer (1998 – 2002)

  • Provided 24/7 SLA-compliant support for financial systems; led a 6-member engineering team.
  • Achieved 5/5 customer satisfaction and reduced delivery defects by 30%.