GIS Architect & Operations Manager

Program Management • Customer Experience • Software Development

Operations Leadership: Participate in business planning, roadmaps, and technology transitions, operational readiness for future state of GIS application. Support, maintain, and monitor GIS systems and technology, delivering stability and continuous improvement. Continually manage, engage, and mentor teams of 60+ analysts and developers, designers, and support staff, maintaining forecast goals, SLA/KPIs, and best practices.

GIS Expert & Thought Leader: As part of the development team at Esri responsible for building ArcGIS, consistently involved throughout a 20-year career with product development, implementations, and innovative solutions for ESRI clients and as PG&E’s Manager of IT GIS for Gas & Electric Operations.

Skills & Competencies

IT Operations Management • Information Management • GIS Systems • Financial Accounting

Spatial Databases • 3D GIS • Spatial Analysis • Geoprocessing • Testing • Geomatics • Cartography

Project Management • Call Center Operations • Technical Support • Vendor Management

Program Management • Managed Services • Negotiation • Enterprise Software Tuning and Configuration

Communications • Voice of the Customer • Cross-Functional Alignment • Emergency Response

ArcGIS • ArcGIS Server • Portal for ArcGIS • ArcGIS Online • ArcSDE • ERDAS Imagine

Schneider GIS Suit • SQL • Power BI • RedHat • Linux • .Net

Languages: English • Hindi • Punjabi

Professional Experience

Pacific Gas & Electric, Walnut Creek, CA                                                                 2015 - Present

Manager, IT GIS Operations | Gas & Electric

As part of PG&E’s IT infrastructure, oversee operations and functionality for over $400M GIS business technology supporting gas and electric asset mapping, location, identification, and emergency recovery.

·         Ensure stability and performance of the GIS systems, managing to a 99.7% uptime KPI.

·         Administer a $4M operating budget supporting GIS team and vendor contracts.

·         Advise the strategy and roadmap for the $350M - $500M GIS systems upgrade earmarked for 2023 – 2025 as a project stakeholder for QA, implementation, and deployment.

·         Develop and maintain operating procedures and disaster recovery planning and execution.

·         Collaborate and communicate with senior and executive leadership on strategic planning, critical incidents, and performance goals.

Supervisor, IT GIS Gas | 2015 – 2016

·         Hired to lead and implement a newly created GIS operations team, transitioning GIS support from projects to operations, ensuring user functionality, and improving business relationships.

·         Selected, developed, and evaluated staff, delivering efficient operation of O & M functions.

·         Oversee off-shore Managed Services Vendor, maintaining high system and application availability to meet business expectations through vendor SLA/KPI accountability. 

Esri, Redlands, CA                                                                                                   2001 – 2015

As the global market leader in geographic information system (GIS) software, location intelligence, and mapping, Esri delivers solutions for complex and novel problems. From Support Operations Group Leader to Enterprise Architect and Developer Support Analyst, provided geodatabase design, supported client end users through exceptional service, and consistently advocated for the Voice of the Customer (VoC).

Enterprise Architect | 2013 – 2015

·         Consulted with Esri customers and partners, supporting the design, development, and implementation of enterprise GIS solutions.

·         Applied enterprise design methodology and best practices to define business, application, data, and infrastructure solution approaches, recommendations, and technical requirements.

·         Supported enterprise software configuration and performance tuning services for the Arc GIS portfolio.

·         Modified existing database/Geodatabase templates and integrated new data sources per customer requirements and implementation roadmaps.

Support Operations Group Leader | 2005 - 2013

·         Managed a team of 10+ Technical Support Analysts, ensuring performance and results.

·         Troubleshot ArcSDE and ArcGIS on all supported platforms and RDBMS’es, including managing technical issues with Geodata, Server, and Raster domain across Windows and Unix platforms.

·         Oversaw Voice of the Customer (VoC) initiative, providing feedback to developers.

·         Monitored team performance, support, and quality standards via client KPIs and SLAs, implementing training, feedback, and mentoring to ensure ongoing performance and quality.

·         Reviewed escalated incidents, providing process and product support to the team when facing intricate client interactions and unforeseen events.

·         Mentored agents, developing communication skills and product knowledge, resulting in improved quality scores (NPS) and call handling times.

Sr. Developer Support Analyst | 2003 – 2005

Developer Support Analyst | 2001 – 2003

·         Assisted third-party developers in creating and integrating applications with Esri software.

·         Authored and edited technical articles for the Esri Support Knowledge Base.

·         Taught Introduction to ArcIMS at Esri learning center and presented Installing and Configuring ArcIMS and Tips and Tricks for ArcIMS Developers at Esri user conferences in 2002 & 2004.

·         Supported a strategic client portfolio and coordinated and mentored offsite analysts.

Education

Virgina Tech, Blacksburg, VA                                                                                              M.U.R.P

Masters in Urban and Regional Planning

Guru Nanak Dev University, Amritsar, Punjab, India                                                           B.S.

Technology & Urban Planning