Shailesh Malke
Thane West
Summary
Creative and Self-motivated individual more than 18 years of diverse experience in Banking. Financial Services & Insurance, Contact Center space with matured understanding of accounting and technology. Excellent at prioritizing issues and clearly articulating technical concepts to end users and management staff. Managed multiple projects covering key Banking and Contact Center customers, enabled through technologies like Dialers, Recording & Quality Monitoring Solutions, Work Force Management, Migration projects on Premises and Cloud. Collaborative working with cross functional technical teams in-house and external team members.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Asst.Manager - Projects & Service Delivery
Inventure IS Pvt. Ltd
09.2014 - 05.2015
- Handling customers concerns both from Technical and Management perspective
- Understanding Customer Requirements
- Preparing Solution Requirement Specification
- Working on Annual Maintenance Contracts
- Project Management & Delivery
- Handling Internal Trainings
- Division: Projects & Services
Project Lead
AGC Networks, Mumbai
05.2012 - 09.2014
- Company Overview: An ESSAR Enterprise
- Design the Solutions and gathering the business parameters from sales team
- Prepare the SOW and provide to customer, start the project kick off meeting
- Start the co-ordinate with Customer and explaining the project flow
- Schedule the project time line and present the project plan
- Allocation of resources
- Preparing POA for System installation and UAT
- Responsible for planning and implementing tactics in the project
- Attending meetings with executives and clients for project discussions
- Motivating team for project accomplishment
- Preparing & submitting project report
- Post Project review from customer to ensure CSAT
- Technical Escalations and Coordinating with OEM
- Quarterly Customer visits and reviewing Audits
- Division: Projects
- 15 Team Members
Technical Specialist
Wipro Infotech, Mumbai
09.2007 - 05.2012
- Design the Solutions and gathering the business parameters from sales team
- Prepare the SOW and provide to customer, start the project kick off meeting
- Start the co-ordinate with Customer and explaining the project flow
- Schedule the project time line and present the project plan
- Preparing POA for System installation and UAT
- Responsible for planning and implementing tactics in the project
- Attending meetings with executives and clients for project discussions
- Motivating team for project accomplishment
- Preparing & submitting project report
- Attending the escalated customer issues
- Analysis the case and providing the solution for critical of case
- Documenting the cases solutions and upload in Knowledge Management
- Co-coordinating with OEM for any critical issues
- Initiating technical call monthly with Customer to discuss ongoing technical issues(if any)
- Division: Global Information Services (Enterprise Services)
Technical/Application Support Engineer
Advance Tech-Control. Pvt.Ltd, Mumbai
08.2006 - 09.2007
- Responsibilities of Installing, Configuring and providing support for the system
- AMC follow-up and keeping track of AMC records
- Division: Communication and Networking
Senior Specialist Project Manager
NICE Systems
06.2015
- Direct and manage project development and delivery from beginning to end
- Set and continually manage project expectations with team members and stakeholders
- Define project scope, goals, and deliverables that support business objectives in collaboration with internal stakeholders as well as customers and partners
- Develop project plans, diagrams, and communications documents
- Estimate the resources and participants needed to achieve project goals
- Negotiate with other department managers and implementation managers for the allocation of required staff
- Identify and manage project dependencies and critical path
- Plan and schedule project timelines and milestones using appropriate tools
- Track deliverables
- Develop and deliver progress reports, proposals, requirements documentation, and presentations
- Proactively manage changes in project scope, identify potential crises, and devise contingency plans
- Build, develop, and grow any business relationships vital to the success of the project
- Collect sign-off confirming the customer's agreement on project completion and "acceptance"
- Conduct project post mortems and create a recommendations report in order to identify successful and unsuccessful project elements
- Develop best practices and reusable tools for project execution and management
- Communicate in an effective and professional way with customers
- Division: Projects & Services
Education
Masters in Information Management -
University of Mumbai
B.E - Electronics and Telecommunication
University of Mumbai
HSC - Science
Maharashtra Board
SSC -
Maharashtra Board
Skills
- NICE TDM and VOIP VOICE Logger integration with Avaya AES(DMCC/TSAPI), BT(ITSLink), Nortel Symposium, Cisco call manager (CUCM60,70) and Genesys
- MS SQL 2000/2005 Database administration
- Cognos Reporting & Form Designing
- Good understanding of CTI(Nortel, Cisco, BT and Avaya)
- Good understanding and analytical skills for VOIP
- Good Customer rapport Initiate MOR calls every month to discuss operation related issues
- Worked on Etradeal, BT Trading systems
- Acquainted with Aspect & Altitude dialers
- Acquainted with AudioCodecs
- Voice, Desktop and Text Analysis for Verint Platform
- Communication
- Management
- Leadership
- Planning/coordinating
- Customer service
- Operations
- Problem solving
- Positive approach, good team efforts, combines patience, determination, and persistence to troubleshoot client issues Willingness to travel Excellent verbal and written communication skills, hard worker Can withstand pressure and not a clock-watcher Willingness to learn new strategies and inventions
Certification
- Project Management Professional (PMP)
- Certified ScrumMaster
- Managing Project with MS Project 2016
- SAFe 6 Agilist
- PRINCE2 Foundation Certificate in Project Management
- PRINCE2 Practitioner Certificate in Project Management
- Installation, Maintenance and Administration for Verint Ultra Enterprise-Version 10 SP2
- Installation, Maintenance and Administration for Cybertech 5.2
- Nice Interactions Management 4.1 Installation, Migration & Encryption
- Avaya Contact Recording and Quality Monitoring ver. 11
- Microsoft Lync -MCTS & MCITP
Languages
English, Hindi and Marathi.
Projects
Metlife & JM Financial: (Brownfield Project) Migration of NICE recording platform from NP 3.0 to NIM 4.1. Project involved migration of the legacy databases and upgradation of the application to latest one., TCS: (Greenfield Project) Deployment of recording platform for 500 users for NIM 4.1 product., Tech Mahindra: (Greenfield Project): Deployment of Verint recording platforms over 4 different location with High Availability options having integrations with Avaya, Genesys, Aspect., Yes Bank: Deployment of Knoahsoft Recording Solution across all the locations.
Accomplishments
- Handled APAC, EMEA, Middle East Customers. Few to mention are Citi Bank, SCB, Reliance JIO, Kotak Bank, Abu Dhabi Commercial Bank
- End to End Project Management for Recording, Voice Analytics, QM, WorkForce Management systems.
Training
Networking, CCNA and MCSE
Personal Details
- Date of Birth: 13 Nov, 1984
- Marital Status: Married
- Contact Address: B-201, Lodha Luxuria Priva, Majiwada, Thane West, 400601
- Nationality: Indian
Timeline
Senior Specialist Project Manager
NICE Systems
06.2015
Asst.Manager - Projects & Service Delivery
Inventure IS Pvt. Ltd
09.2014 - 05.2015
Project Lead
AGC Networks, Mumbai
05.2012 - 09.2014
Technical Specialist
Wipro Infotech, Mumbai
09.2007 - 05.2012
Technical/Application Support Engineer
Advance Tech-Control. Pvt.Ltd, Mumbai
08.2006 - 09.2007
Masters in Information Management -
University of Mumbai
B.E - Electronics and Telecommunication
University of Mumbai
HSC - Science
Maharashtra Board
SSC -
Maharashtra Board
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