Shintoj Joseph
Luton,United Kingdom
Summary
Productive employee with proven track record of successful Program Management and Product Ownership and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service. Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service. Reliable Programme Manager with experience in fast-paced planning and delivery. Engages teams with energy and enthusiasm to maintain project productivity. Plans and delegates strategically to achieve tasks within constraints.
Overview
18
18
years of professional experience
Work history
Assistant Manager- IT & Projects/Contract
4Zolutions Ltd.
Luton, United Kingdom
10 2022 - 11 2023
- Conducts research and performed discovery analyses for new client projects.
- Maintained and supported Wordpress websites with diligent attention to detail.
- Communicated with clients and project managers to address bugs and updates.
- Developed new platforms using Wordpress, based on established requirements.
- Designed responsive, mobile-first Wordpress concepts based on strategy.
- Delivered front- and back-end development across mobile and web applications.
- Conducted continuous evaluations to improve products and user experience.
- Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
- Nurtured positive customer relationships, enhancing membership loyalty and driving client retention.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Estimated costs of new systems, modifications and updates.
- Partnered with users to understand and define system requirements.
- Escalated critical issues to senior management for time-sensitive resolution.
- Liaised with project engineers daily to address challenges and support progress.
- Coordinated project planning and execution with team members and team leads.
- Championed customer experience throughout product development process.
- Agile Scrum Framework
- Led infrastructure projects to install and upgrade various systems.
- Led IT support for 1st, 2nd, and 3rd line hardware and software issues.
- Identified skill gaps and restructured IT team, increasing department capabilities.
- Managed team of IT support technicians, developing workflows and processes.
- Identified and recommended cost-effective technology solutions.
- Directed installation and configuration of computer hardware, operating systems and applications.
- Aligned IT strategy with business needs, prioritising value for money, security and contractual requirements.
- Collaborated with crossfunctional teams to brainstorm technical solutions to business problems.
- Communicated with clients to determine methods of accessing required information.
- Liaised with third parties to purchase end user equipment as necessary.
- Assessed data security and compliance to GDPR regulations.
- Collaborated with cross-functional teams to draft strategic, realistic project schedules and plans.
- Conducted technical and customer meetings, increasing communication and strengthening stakeholder relationships.
- Led and motivated talented project teams, achieving targets within stipulated deadlines.
- Defined project scope, milestones and task allocation to establish and maintain clear progress plans.
- Achieved high client satisfaction through consistent delivery and communication.
- Negotiated with suppliers to reduce costs.
Program Manager
Route Mentor Labs Pvt Ltd
Kochi, India
03.2020 - 05.2022
- Planned, implemented and delivered objectives, resolving complex customer-reported issues.
- Created tools and benchmarks to improve performance and keep teams on task.
- Coordinated and assisted with various planning stages of new feature developments.
- Conducted daily standup meetings with team members.
- Studied many customization requests from clients and work with technical team.
- Worked as product owner, for Route Mentor applications
- Discussions with clients regarding product and understanding requirements.
- Daily discussion with vendors and team leads
- Worked closely with Software development teams and implemented new features.
- Exposure to Agile methodology .
- Strategized approaches to meet objectives and capitalize on emerging opportunities.
- Worked with product development team members to optimize product specifications.
- Built close relationships with key customers, thought leaders and industry influencers to stay abreast of emerging market trends and applications.
- Recommended product changes to enhance customer interest and maximise sales.
- Translated user stories into technical requirements and viable product features for Route Mentor Products.
- Confidently managed stakeholder expectations and communications across all product design and development projects.
- Managed more than 100 customer calls and meetings per week.
Product Owner
Halo Airways Pvt Ltd
Kochi, India
07.2016 - 01.2020
- Managed business strategy and plan development, designing to increase the business.
- Cultivated long-lasting client relationships to maintain customer retention.
- Assess value, develops cases, and prioritize stories, epics and themes to ensure work focuses on those with a maximum value that are aligned with product strategy.
- Identifies and helps the client understand the business model, value and value proposition.
- Develop and maintain an appropriately prioritized backlog of user stories for implementation.
- Act as an ambassador for the product internally and externally and as the primary contact for queries related to the product.
- Develop appropriately detailed specifications for the product features so they are clearly understood by the development teams.
- Conducted extensive research into market trends and evaluate business opportunities for increasing company profits.
- Worked with company executives to develop plans for long-term and short-term goals for steady business growth.
- Formed and sustained strategic relationships with clients.
- Delivered high level of service to customers in effort to build upon future relationships.
- Assisted Product team triage issues and bugs to decrease customer pain points.
- Confidently managed stakeholder expectations and communications across all product design and development projects.
- Translated user stories into technical requirements and viable product features.
- Supported all sales team members to drive growth and development.
- Worked with product development team members to optimize product specifications.
- Provided oversight and collaboration through excellent documentation, organizational, analytical and communication.
- Wrote and communicated functional and business level requirements to development team and vendor partners.
- Created product promotion plans and marketing initiatives to increase brand awareness.
- Adopted various agile project management approaches to improve efficiency and performance
- Recommended product changes to enhance customer interest and maximize sales.
- Established goals, policies and work standards to strengthen team performance and boost product results.
- Maintained and prioritized each product's backlog of feature requests and bug fixes.
- Managed stakeholder expectations to deliver results on time and within budget.
- Built roadmap for assigned product line to guide team on areas to focus on.
- Worked closely with Software Development team and User Interface design teams to create new features.
Escalation Manager - HP Resource Desk
Hewlett Packard Inc
Bengalore , India
04.2013 - 03.2016
- Worked as a technical solutions representative and worked as a L2 engineer.
- Enhanced working relationships by participating in team-building activities.
- Worked closely with HPs onsite engineers and district mangers to resolve customer issues and escalations.
- Handed all kind of escalations
- Tracked trending issues and prepared reports for supervisory team to address repeated concerns.
- Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.
- Promoted company products using approved techniques, increasing revenue and exceeding performance expectations.
- Monitored email to promptly collect and respond to complaints.
- Kept detailed records of customer interactions for future reference.
- Handled high-volume telephone calls to address and resolve customer queries.
- Kept organised calendar and set up new appointments for field personnel resolving issues.
- Followed scripts and processes to uphold brand standards.
- Stayed current on policies, procedures and standards to offer optimal support.
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
- Referred customers to team leaders and expert advisers for complex inquiries.
- Scheduled new product deliveries.
- Remained updated on company offerings through regular product research.
Sr Technical Support Engineer
Hewlett Packard GDIC
Bengalore , India
04.2009 - 03.2013
- Picked up additional tasks to aid team success.
- Developed excellent working knowledge of industry trends and improvements in processes.
- Troubleshot problems and diagnosed system faults.
- Handled customer concerns and escalated major issues to supervisor.
- Developed ongoing programmes using good team communication and collaboration.
- Customised customer experiences to build brand loyalty.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Provided clear and concise step-by-step technical support to guide clients during process.
- Conducted training sessions with customers to demonstrate software updates, new systems and hardware.
- Helped customers set up new systems, applications and software.
- Logged and completed reports to submit technical details to management.
- Kept computer hardware in excellent working condition through regular maintenance and inspections.
- Used support tickets to track and speed up incidents.
- Conducted tactical troubleshooting to identify faults.
- Followed user guides and technical manuals to complete skilled repairs.
Technical Support Engineer
Hewlett Packard GDIC
Bengalore , India
12.2005 - 03.2009
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Provided customers with complex time control services.
- Offered first-line support for HP Customers
- Provided effective system upgrades and support.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Comminuted technical computer information to non-technical audiences through easy-to-understand presentations and demonstrations.
- Provided clear and concise step-by-step technical support.
- Helped customers set up new systems, computers, applications and software.
- Conducted training sessions with customers to demonstrate software updates, new systems and hardware.
- Offered expert advice to junior staff
- Installed and set up applications for clients, including anti-virus software and Microsoft Office.
Product Manager
Bes Soft Limited
Luton, United Kingdom
12 2023 - Current
- Developed product documentation to communicate and align key components of upcoming features and products to internal teams.
- Monitored market trends and competitor performance and analysed gaps to update promotional strategies and maximise sales.
- Collaborated with sales, marketing and support teams to launch products on time and within budget.
- Created delivery plans and project-managed change initiatives for new products.
- Led cross-functional teams in developing, testing and launching new products.
- Formulated and evolved customer propositions to meet needs, deliver value and achieve growth targets.
- Addressed challenges and mitigated risks proactively throughout product lifecycle.
- Analysed market trends using customer data, research, market reports and regulations.
- Presented and gained approval for product propositions from stakeholders and senior management.
- Increased revenue by launching new product lines.
- Collaborated with cross-functional teams to develop feasible solutions for product evolution.
- Championed customer experience throughout product development process.
Education
Master of Computer Applications - Computer Applications
Sri Siddhartha Institute of Technology
Tumkur, India2003
Bachelor of Science - Mathematics
MG University
Kottayam, India2000
Pre Degree - Mathematics
MG University
Kottayam, India1997
SSLC - Science, Mathematics, English, History
SSLC( Kerala State Board )
Kottayam, India1995
Skills
- Program Management
- Agile Framework
- Product Management
- Scrum Meetings
- Standup Meetings
- Product Ownership
- Training and Presentation
- Meetings with clients
- Web Development
- Web Designing
- Ticket Management, Mantis
- Team Management
- PHP, HTML, MySQL
- CodeIgniter 4 Framework, WordPress CMS
- Time management
- Communication skills
- Product development
- Agile project delivery
- Teamwork and collaboration
- Effective communication
- Microsoft Teams
- IT Support & Escalation Management
- Application support
Languages
English
Advanced
Malayalam
Native
Driving Licence
- Full UK Driving Licence
Timeline
Program Manager
Route Mentor Labs Pvt Ltd
03.2020 - 05.2022
Product Owner
Halo Airways Pvt Ltd
07.2016 - 01.2020
Escalation Manager - HP Resource Desk
Hewlett Packard Inc
04.2013 - 03.2016
Sr Technical Support Engineer
Hewlett Packard GDIC
04.2009 - 03.2013
Technical Support Engineer
Hewlett Packard GDIC
12.2005 - 03.2009
Assistant Manager- IT & Projects/Contract
4Zolutions Ltd.
10 2022 - 11 2023
Product Manager
Bes Soft Limited
12 2023 - Current
Master of Computer Applications - Computer Applications
Sri Siddhartha Institute of Technology
Bachelor of Science - Mathematics
MG University
Pre Degree - Mathematics
MG University
SSLC - Science, Mathematics, English, History
SSLC( Kerala State Board )
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