Abhishek Santosh
Marlborough,MA
Summary
Result-driven and learn it all leader with experience in Product/Program/Implementation Management, Strategic Business Development, and Product Strategy at a Multinational organization. Aspiring to lead organizations in building solutions using cutting-edge technologies that have a pivotal impact on their business process with demonstrated leadership and innovative problem-solving ability.
Overview
7
7
years of professional experience
Work History
Senior Implementation Specialist
Infinite Computer Solutions – Fiserv (Client)
07.2023 - Current
- Accelerated customer onboarding journey post-sales to go-live for SaaS based Prologue Financials platform by drafting and implementing strategies to automate requirement gathering process while managing timelines and at- risk milestones, resulting in 20% reduction in user-onboarding time frame and 30% increase in net promoter score
- Implemented KPI centric feedback mechanism to collect partner feedback and market trends for modules in Prologue Financials namely General ledger, Fixed Assets & Accounts Payable, leading to the development of 20+ new product features that increased client satisfaction by 30%
- Led cross-functional collaboration between diverse stakeholders to track program status, upcoming milestones, risk register for implementation and post implementation phases, leading to on-time delivery of product with early mitigation of 95% risks
- Bolstered Digital Transformation of business processes for 25+ credit unions and 15+ banks associated with Fiserv by transforming manual to automated workflows, leading to 90% decrease in effort to perform daily routine function
- As SME, coordinated with implementation specialists, data analyst, sales, and project managers to establish best practices, process improvements to enhance teams’ capabilities in successfully migrating clients onto Prologue Financials platform from existing banking systems such as Jack Henry, Precision, FAS, and Premier
- Championed data-driven decision making by establishing robust performance tracking systems and presenting actionable insights to the team.
- Led change management initiatives, facilitating smooth transitions for clients as they adopted new systems or technologies.
- Expedited issue resolution times by establishing streamlined escalation protocols within the team, minimizing client frustration during critical moments of implementation processes.
- Mitigated risks associated with complex projects by proactively identifying potential roadblocks and devising contingency plans.
- Reduced onboarding time for new clients by creating comprehensive training materials and conducting hands-on workshops.
Technical Product Manager
Dell Technologies
01.2019 - 07.2022
- Spearheaded full product lifecycle from ideation, discovery, market research, feature development, prototyping of SAS based Support Assist Console while looping in continuous feedback from 20+ customers for validation, thus releasing over 15 new value added features to 25M+ customers
- Collaborated with cross-functional team of engineering, design, delivery, and C-level executives to prioritize roadmaps, by aligning product vision with market needs, thus reaching goal 3 months before forecast
- Launched machine learning based ‘Digital Tech Console’, created forecasts and key success metrics reporting using Power BI, defined customer acquisition strategy, requirements definition, thus reducing issue resolution time for support engineers by 7mins/issue
- Implemented voice of customer framework that utilized feedback and data analytics to enhance product offerings from 500+ customers, resulting in development of value-add features that met 70% of their requests and increased repeat purchases by 30%
Software Developer
Dell Technologies
11.2016 - 01.2019
- Developed comprehensive front-end library with reusable components using Angular, reducing web-development time by 15% and improving consistency across Dell ecosystem
- Developed UI/UX health application to capture, analyze and programatically cascade feedback to right channel, boosting overall project health by 40% and 4x reduction in business escalation
- Analyzed and optimized application performance by 55% through extensive code refactoring by upgrading legacy code to newer technological versions and deploying them on AWS using CI/CD methodologies
- .Streamlined workflows by creating reusable code libraries for common functions and features across multiple projects.
Education
Master of Science - Management Information Systems
The State University of New York At Buffalo
Buffalo, NY06.2022
Bachelor of Technology - Electronics and Telecommunication
Savitribai Phule Pune University
Pune, India05.2016
Skills
- Agile - Scrum & Kanban, OOP (Python, C, Java), SQL, NoSQL, REST, Angular, AWS, GCP, Jenkins
- Power BI, Tableau, JIRA, Bitbucket, SOAP, Gitlab, Splunk, Figma, Google Analytics, Lucidchart
- User Acceptance Testing,
- Issue Resolution
- Business Analysis
- Project Planning
- Client management
- Stakeholder Management
- Requirements Gathering
- Implementation Management
- Stakeholder Management
- Client management
- Data Migration
- Implementation Management
- Stakeholder Management
- Client management
- Product Lifecycle Management
- Implementation Management
- Stakeholder Management
- Client management
- Wireframing and Prototyping
Additional Information
- PATENTS , 1 United States Patent Office granted Patent and 3 Authorized Patents with Dell Technologies US 11334421 – Method and Apparatus to identify a problem area in an information handling system based on latencies Analyzed over 10,000 data points to establish baseline threshold values for optimal processing times and flagged any deviations from this standard, allowing team members to address any issues before escalation Leveraged ML and AI algorithms to accurately determine processing times among multiple layers of a complex client information handling system, resulting in a 98% accuracy rate for identifying potential bottlenecks
Timeline
Senior Implementation Specialist
Infinite Computer Solutions – Fiserv (Client)
07.2023 - Current
Technical Product Manager
Dell Technologies
01.2019 - 07.2022
Software Developer
Dell Technologies
11.2016 - 01.2019
Master of Science - Management Information Systems
The State University of New York At Buffalo
Bachelor of Technology - Electronics and Telecommunication
Savitribai Phule Pune University
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