Glenn Fernandes

This has been the flagship initiative at Zipcar over the past few years; I was brought in to manage their largest US market migration and their overseas markets migration.

There were seven functional teams with a product manager for each of those teams and development and testing resources in each of those teams that were allocated for the new platform initiative. Overall, I managed around 40 developers and testers, seven product managers, and three UX designers for delivery of the technology.

Beyond the technology delivery, the operational migration involved training customer service and fleet associates to move vehicles as needed. The final launch was in the London market in mid-June, which was the final market to be migrated to the new platform. My work successfully concluded with the final market migration which also came in under budget and on-time. The London migration project had a $700,000 budget, and the overall program budget that I managed was a $20 million value.

Technology Stack: JavaScript ES6, React, Redux, TypeScript, GatsbyJS, GraphQL, RabbitMQ, Drupal CMS, Node.js, PHP, Kotlin, Ruby on Rails, AWS

Assigned three project managers to manage individual technology projects, I acted as a program manager overseeing the technology delivery for this initiative by interfacing with the client and the various business units to get all technology and non-technology deliverables done in time. Eight months of scope had to be compressed into 2.5 months as the client did not want to renew the contract with their existing vendor for even one or two additional months.

Overall, I oversaw 90 technology resources between solution architecture, developers, testers, and devops resources on the technology side.

The new client was launched successfully on our platform on time, the project was delivered under budget as well. The client was so happy that they even re-opened pricing discussions for us based on the scope of the work delivered.

A proprietary CRM platform was built on .NET for roadside services along with Microsoft Dynamics for accident management services. Web services used XML and JSON to exchange data for roadside and connected vehicle services. Complex call center technology flows were developed as well.

Managed a large team of development, QA, and telecom resources to onboard five different vehicle brands onto a proprietary CRM platform to facilitate roadside assistance services. I had to use a lot of diplomatic skills to effectively communicate and deal with 10 sets of executives, i.e., the five top USA executives for each of the five brands and the five top German executives for each of the five brands. The project was very high-visibility both internally and externally and a lot of managing up had to be effectively performed.

A proprietary CRM platform was built on .NET for roadside services along with Microsoft Dynamics for accident management services. Web services used XML and JSON to exchange data for roadside and connected vehicle services.

Visual IVR was a new type of initiative geared towards providing an omnichannel-like capability to our customers where customers could call the 1-800 toll-free number for service and then switch to responding to the IVR prompts on their smartphones. This was a new concept, and a lot of buy-in from the clients was needed, which I was responsible for. I also worked closely with the product group to help with product specifications and worked various business units in identifying certain third-party vendors needed for different aspects of the implementation.

Visual IVR was successfully launched and very well received by clients, as it helped provide a seamless digital experience for customers.

Managed over 20 software developers, testers, business/systems analysts, and devops engineers to create an internal gateway between the front-end client application and the client's systems in order to obtain policyholder and coverage eligibility information. XML initially and then JSON messaging were used for the web services. ACORD insurance company standards were all complied with.

I ultimately successfully managed the direct access implementations of upwards of 10 clients.

Connected vehicle services included customers requesting services like turn-by-turn directions, roadside assistance, or emergency services by pressing a button on a telematics device in their vehicles and information like latitude, longitude, or VIN number of vehicles being sent from the telematics hardware device to a CRM system that was used to process and handle customer calls. Customers could also talk to devices using an IVR system. Data was sent using JSON APIs for services to be provided.

I ultimately performed requirements and product analysis and managed upwards of 10 connected vehicle implementations with various automotive companies.