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 HatPune
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 CollegeMumbai
Bachelor of Science from Information Technology
05.2010 - 05.2012
Skills
Leadership and Team Management
Project Planning and Organization
Details Oriented Risk Management
Communication and Stakeholder Management
Budget and Resource Management
Technical/Non-Technical Writing and Communication
Acquiring Domain Knowledge with in-depth Research and Analysis
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)