Summary
Overview
Work History
Education
Skills
Accomplishments
Key Areas of Expertise
Technical Skills
Hi, I’m

Pratik Mulay

Senior Business Project Manager
Pune

Summary

I am a certified Project Manager and Technical Writer with extensive ITIL 4 expertise. My experience encompasses successful project implementation and management, using tools like JIRA, Salesforce, Tableau, and Trello. Proficient in Customer Experience and Services planning, I lead high-performance teams through the Open Leadership framework. My track record includes surpassing daily milestones, optimizing workflows, and delivering clear, comprehensive documentation.

Overview

13
years of professional experience
9
Certifications

Work History

TraceLink

Project Manager III (1 Year 8 months)
10.2023 - Current

Job overview

  • Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
  • Provide project leadership for a portfolio of TraceLink software implementation and partner integration projects per the TraceLink Professional Services Methodology.
  • Fostered a culture of innovation and creativity within the project team, leading to improved problem-solving capabilities and enhanced outcomes.
  • Set up projects in TraceLink’s professional services software solution and perform accurate and timely maintenance of key project administrative data such as timesheets, project status (R/A/G status), timelines, project milestones, risks, etc.
  • Periodically reported, as per requirement, on project status, risks, issues, and outlook.
  • Ensured timely and accurate financial status of projects, managed the budget and scope of the Statement of Work, and processed Change Order(s) when necessary.
  • Worked directly with other TraceLink technical resources and/or service partners to ensure project activities (including timesheet processing and invoice reconciliation) are completed per plan and department standards.
  • Provided clear, effective, and timely internal and customer-facing communications, escalation paths, and processes.
  • Managed cross-functional, cross-product awareness and coordination of the customer’s service experience, priorities, and needs.
  • Contributed to Professional Services best practices.
  • Achieved specific customer satisfaction measures on your assigned projects and individual billable utilization targets.
  • Provided product feedback to Product Management and acted as an advocate for the customer for new features and product defects.

Red Hat

Senior Business Project Manager (3 Years 7 Months)
01.2020 - Current

Job overview

  • Interacting globally with cross-functional teams to identify root causes affecting customer experience.
  • Leading continuous improvement initiatives to enhance customer experience by collaborating with global teams.
  • Serving as strategic liaison between Global Customer Services and customer-facing teams in ASEAN and India regions.
  • Driving proactive regional engagements based on customer requirements, contributing to renewals and adoption efforts.
  • Mentoring front-line and back-line engineers, fostering customer-centric approach and capability through 'Leading by Example' method.


LionBridge, Zycus, Avaya, Red Hat
Pune

Lead Technical Writer (7 Years 7 Months)
06.2012 - 12.2019

Job overview

  • Developed online tutorials and web-based training materials for Red Hat Gluster Storage (distributed scale-out filesystem).
  • Led writers to perform documentation testing for legacy product documentation in collaboration with product engineering.
  • Executed project migration for 12 product documentation guides.
  • Designed & launched Content Team Processes for SaaS based products.
  • Conducted process trainings for new associates related to Supply Chain Management and Procurement.
  • Organized and led 14 volunteers in terms of shifts, and rotations for DevConf IN - 2018.
  • Individual contributor for Avaya's product management suite.
  • Created conceptual, functional, & technical information using CMS (SDL Trisoft) and DITA (Arbortext Editor).
  • Defined Quality & Compliance parameters for Internal Teams & Processes.
  • Conceptualized and published Knowledge Hub and Monthly Product Update Newsletter.
  • Identified and implemented Process Automations in order to reduce Turnaround time.



Education

Thakur College
Mumbai

Bachelor of Science from Information Technology
05.2010 - 05.2012

Skills

Leadership and Team Management

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Accomplishments

  • TraceLink Certified Administrator | August-2024
  • Certified Scrum Master (CSM) | September-2023
  • ITIL 4 Foundation by AXELOS Global Best Practice | September-2021
  • Red Hat Certified System Administrator (RHCSA) | October-2017
  • 3 eXcEed Awards - 2 Rockstars and 1 Quintessential Collaboration
  • Red Hat Super Ambassador and CoP Giveback Blue Star
  • KCS-2 Publisher and Level 1 OpenSource Contributor

Key Areas of Expertise

Content Creation & Management:

  • Managing end-to-end content deliveries for both customers and clients.
  • Drafting project plan and internal style guides for onboarding new writers in the team.
  • Proactively designing future content needs and managing content according to requirements.
  • Responsible for overseeing end-to-end coordination and ensuring completion of high-quality projects.
  • Engaging in relentless research on market trends for Technical/Non-Technical Content Documentation.
  • Regularly interacting with internal team members and clients to gain detailed and accurate insights into content requirements.
  • Coordinating closely with Subject Matter Experts to source appropriate data and related content for customer documentation.
  • Independently proposing/implementing the most suitable documentations and validations to Training, Product Development, and Global Delivery teams.


Client Relationship Management and New Offerings:

  • Evaluating customer feedback to identify opportunity areas and developing actionable insights for team members to enhance customer satisfaction metrics.
  • Implementing structured and detailed communication plan, regularly soliciting client and stakeholder input to assess delivery quality and satisfaction levels.
  • Handling day-to-day client/customer interactions and driving issue resolution through continuous process improvements.
  • Extracting knowledge acquired from client engagements and taking a lead role in forming new service offerings.
  • Cultivating client confidence for referenceability to capitalize on new business opportunities.



People Management:

  • Creating conducive environment to nurture knowledge and skills among team members.
  • Prioritizing and inspiring career growth opportunities for designated associates.
  • Identifying training needs and organizing programs to enhance team efficiency and productivity.
  • Collaborating with the human resources department to utilize the organization's structured, transparent, and innovative people management practices for talent attraction, development, and retention.

Technical Skills

Content Creation & Management: Microsoft Office, Kingsoft Office, LibreOffice, Doc-To-Help, Adobe RoboHelp, Adobe Framemaker, SDL Trisoft, Arbortext Editor, Confluence Wiki, AsciiDoc, MarkDown, GitLab, GitHub, and TortoiseSVN


Documentation Techniques: Storyboarding, User Experience/User Interface (UX/UI), Infographics, DITA and WYSIWYG


Image & Video Tools: GNU Image Manipulation Program, Visual Basic, and Paint .Net | Camatasia 7.1, Adobe Captivate 6, and Snagit


Programming Languages (Basic Knowledge): C, C++, C#, Java, Advanced Java, and .NET


Networking Trainings: CCNA and CCNP (Routing)

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Pratik MulaySenior Business Project Manager