Lusine Abrahamyan

← В ленту

Регистрация: 04.05.2023

senior

Специализация: Project Manager, Technical Program Manager, Scrum Master

Agile ITIL Confluence Asana Jira Program Management Scrum Project Management

Портфолио

Implementation of NPS Measurement Platform (ResponseTek)

Managed the full cycle of NPS implementation (Net Promoter Score) Customer Survey System in frames of Customer Experience Improvement (completed in December 2015 with the launch of Use Channel, Call Center Get Help, Retail Get Help and Join solutions)

Server Virtualization

Managed the full cycle of SUN and Wintel servers virtualization (transfer of physical servers to a cloud environment. The project resulted in the savings of $660 000 (SUN) and $710 000 (Wintel) in CapEx/OpEx as well as in the enhancement of the operating capacity the systems running on these servers.

Requests Management Intake Flow (Procedure and Jira as a tool)

Worked out and deployed requests management flow for the Customer Success Unit at Disqo that included both Feature requests and Incidents. The flow was worked out on the basis of Jira supported by a corresponding procedural documentation. The flow was demoed to the Stakeholder, the latter was also trained on the flow. The given project helped improve planning, communication and accountability across Engineering, Product and Customer Success Teams

Скиллы

Agile

Asana

Coaching/Training

Confluence

ITIL

Jira

Process Management

Program Management

Project Maangement

Scrum

Опыт работы

Technical Program Manager

09.2021 - 11.2022 |DISQO

AD Measurement Product

- Managed AD Measurement (ADM) Product Portfolio on a Program level - Managed dependencies and contributing to an effective delivery management across Enterprise Portfolio teams - Pulsed and reported on ADM quarterly OKRs on a weekly basis - Implemented Agile and IT processes and flows across ADM teams (Engineering, Product and Stakeholders) - Worked out and implemented Incident Management Intake Flow for the ADM Stakeholders - Worked out and implemented Scope Change and Scope Increase Framework for the ADM Teams - Acted as an Agile coach and consultant for the ADM teams

Project Manager/Scrum Master

12.2017 - 09.2021 |Digitain

Sportsbook Product

December 2017 - September 2021 - Managed projects on Sportsbook products and service development - Managed the teams of Back-end and Algorithm developers, QAs and Tech. writers -46 employees in total) - Worked with local and external partners within the projects scope - Managed the whole lifecycle of Scrum processes in regards to the projects assigned - Did mentoring and coaching on Agile - Followed up all relevant processes in frames of Incident Management, Change Management, Problem Management - Monitored the progress of Release management process - Followed up on Product Roadmap and contributed to its timely and properly implementation - Identified and managed projects risks

Project Manager, Marketing Department, Commercial Directorate

05.2017 - 11.2017 |Beeline Armenia

ICT and FMC products.

- Managed projects on the implementation of ICT and FMC products. - Managed project team, scope, plan and budget (including time and risk management) - Developed project related documentation (product and service description, business requirements, user guides, presentations, procedures etc.) - Cooperated with internal and external contractors and potential partners in frames of projects initiation and realization. - Organized and implemented processes directed to the development and promotion of sales in frames of complex projects (including governmental sector) - Coordinated the process of NPS improvement in B2B.

Project Manager, Corporate Sales Department, Commercial Directorate

05.2016 - 05.2017 |Beeline Armenia

B2B

- Managed projects on products initiation, implementation and launch (including product and service development) - Managed project team, scope, plan and budget (including time and risk management) - Developed project related documentation (product and service description, business requirements, user guides, presentations, procedures etc.) - Organized and implemented B2B (business-to-business) processes directed to the development and promotion of sales in frames of complex projects (including governmental sector) - Cooperated with internal and external contractors and potential partners in frames of projects initiation and realization - Implemented and managed the process for NPS (Net Promoter Score) improvement in B2B segment in frames of customer experience program Trained the B2B staff on the fundamentals and principles of NPS

IT Infrastructure Project Manager, IT Directorate

09.2008 - 04.2016 |Beeline Armenia

Infrastructure Projects

- Managed the whole cycle of IT infrastructure projects implementation - Coordinated the implementation of the centralized CIS projects (products, services marketing campaigns) initiated by Beeline HQ in Moscow - Developed and maintained project-related and process-related documentation including policies, procedures, instructions, etc. - Coordinated the process of IT issues solution within the Service and with the business units of the Company - Managed the process of operational acceptance of IT applications - Monitored the processes of Change Management, Requests Fulfillment and Configuration Management - Problem Manager

Change Manager, IT Directorate

03.2008 - 09.2008 |Beeline Armenia

ITIL Processes

- Managed the process of implementing changes in IT systems - Managed the team of change coordinators (including training, consultation and control) - Developed documentation (policies, procedures, etc.) related to the process of Change Management - Ensured the proper implementation of the Change Management Process according to the relevant documentation - Coordinated projects of IT systems implementation

Assistant-Translate to CIO, IT General Directorate

11.2005 - 11.2008 |ArmenTel CJSC

- Carried out daily administrative works - Prepared memos, orders, decisions, policies and procedures - Translated and edited documentation related to the activities of the Directorate - Organized and coordinated meetings, conferences and presentations - Participated in management of various IT projects as a member of the project team

Specialist of External Relations, Department of External Relations

12.2002 - 09.2003 |Ministry of Energy

Energy

- Prepared, updated and maintained documentation related to projects with internal and external partners - Organized and coordinated meetings, presentations and participated at them - Carried out written and oral translations

Lecturer of English, Department of Foreign Languages

09.2002 - 08.2007 |State Engineering University of Armenia

Teaching English

- Taught English to undergraduate and graduate students - Developed a special English program and conducting it at the English club organized within the Chair - Worked out examination tests for students

Образование

Business Administration (Магистр)

2010 - 2014

Blekinge Institute of Technology

English Language and Political Science (Магистр)

1997 - 2002

State Linguistic University after V. Brusov

Языки

ФранцузскийБазовыйРусскийСвободно владеюАрмянскийРоднойАнглийскийСвободно владею