Shyam Nileshwar Nileshwar

Reporting to: Vice President, Learning Organization & Human Resources
Role
• Ownership of all Technology and Behavioral programs across global locations
• Core Member of KPIT Taskforce for AutoSpice, CMMI Level 3, BS25999, ISO audits
• Design and execute Executive Leadership Development
• PACE Learning Partner - Industry & Academia Alliance initiative
• Managing teams in Pune, Bangalore & Mahape
• Internal/external partner identification & evaluation
• Execution of training programs for onsite teams through virtual class-rooms, eLearning, classroom training
• Program Manager for integration of Learning Organization integration of M & A entities
• Develop the Annual Operations Plan
• Operations Controller responsible for Monitoring, utilization & optimization of budget
• Implementation of processes & documentation
• Conceptualizing, implementing and institutionalizing Learning Frameworks

Ownership & Management of Learning Organization Key Initiatives:
• Developing ELEVATE - Executive Leadership Development for top 108 Leaders
• Sales Certification to up-skill KPIT Sales Force & enable cross-sell across KPIT’s portfolio of service offerings in the automotive, hi-tech (VLSI, semi-conductor groups), ERP practices (Oracle, JDE & SAP)
• Project Management School Certification (PROMS initiative) in conjunction with PMI to ensure Managers/Leads are aware/implement project management principles & practices.
• PACE, GENESIS / Chrysalis to optimize ‘campus to corporate’ programs
• Design of LEAP for CXX -1 and CXX -2 levels
• Design of Budding Leaders program

Technical implementations & successful roll-outs
• Learning Organization Web Portal, January 2015
• SuccessFactors, April 2013
• SkillSoft eLearning, September 2012
• SAP-LSO, February 2010
• SLIM Software for Library Management System, October 2009
• Office Communicator Services, October 2009
• Assessment Engine, June 2009

Quality Initiatives
• Trained and certified Internal Quality Auditor
• Auditing all Business Enabling Functions for the last 4 years
• Functional Area Representative for Certifications / Surveillance of ISO 9001:2008, AUTOSPICE & CMMI Level 5, with zero non-conformances for the last 8 years

Reporting to: Sr. Training Manager

Role:
• Setting up and managing the team of trainers (Certifications)
• Setting up in-house Testing Center
• Cost Benefit Analysis presented to the management
 Setting up a Test Center v/s Certification at external site
 Internal v/s External training
• To provide an environment of learning and development to pursue company approved Educational / Professional Programs and courses

Objective:

Desktop, Notebook Support Team
• Entire team of Technical Support Engineers to be certified in A+ within a span of 6 months
• Train and Certify the New Hires for A+
• 2 Microsoft Certification Professional Exams every quarter for TSE
• Sr. Techs / Level 2 Support team to be trained & Certified in MCSA / MCSE

Service Desk Team
• Team of Service Desk Engineers to be Microsoft Certified Professionals within a span of 3 months (Certification to be based on the OS the team supports)
• Pre-Process training for new hire to cover the curriculum of MCP (Certification to be decided based on the process)
• MCSE for some of the SDEs based on the client’s requirement

Reporting to: Operations Manager

Role:
e-Response
• Managing the team that supports North American clients of Hewlett-Packard through e-Response.
Team size: 140 agents, 10 Team Leads & 10 L2 Support
• Conducting Training Needs Analysis on an ongoing basis
• Provide product and process training
• Interaction with Hewlett-Packard on all technical issues
• Report generation for Management Information System
• Analyse team performance through key performance indicators such as CSAT, DSAT, TPR & MTA.
CRM Tools:
• Motive, iCare and Newton
Products
• Pavilion/Presario Desktops, Media Center PCs and Pavilion/Presario Notebooks

• “Best Team Award - Quarter 4”

TechSource
• Leading the team that handles the technical solution and knowledge base for Hewlett-Packard.
• This team is also responsible for providing solutions or workarounds for queries which do not have defined solutions in the knowledge base
• Managing the team of 5 Moderators who review and approve the articles submitted by internal employees of Hewlett-Packard for publishing in the knowledge base.
• Maintain & adhere to performance standard as defined by the SOW (Statement of Works)

Reporting to: Head of Quality & Service Readiness

Pilot Projects:

Commercial-hp (Red)
• Compaq Desktops (Voice & email)
• Compaq Handhelds (eMail)
• Compaq Notebooks (eMail)

Consumer-hp (Blue)
• Pavilion Desktops - North American Segment
• IPG products - Indian Segment

Role
• Providing technical training on hp/Compaq products - Desktops, Printers, Scanners, All-In-Ones, Handhelds and Portables.
• Conducting training programs for TSEs (Technical Support Engineers) in the following areas
- End User / Technical User Support
- Desktop, PocketPC and Laptop Issues
- Issues on Printers, Scanners and All-In-Ones
- Network Issues
- Product Knowledge to End User
- Providing technical information to End Users / Technical Support Engineers who are on a service call
- Providing End Users with ROMPaqs for updating / upgrading the BIOS
- Helping the end user to replace parts without the need of on-Site engineers
- Updating the Support team on the launch of new products
- Monitor, Modem and Hard Disk Drive Issues
- Wireless Networks - setting up of Wireless access points

• Maintaining standards of training in comprehensive support services such as voice/web support, interactions over inbound voice and web-based channels, quality email response
• Responsible for Training Needs Analysis for the training team and the agents on a regular basis.
• Training team was responsible for floor mentoring till the team trained was comfortable to handle calls/incidents

Training/Workshops Attended
• Completed the “HP Train the Trainer Event” conducted at HP, Boise, Idaho (USA) in January 2003.
• Completed the AECR (Achieving Extraordinary Customer Recognition) Training conducted by achieveglobal at HP, Boise, Idaho (USA) in January 2003.

Additional Responsibilities
• Involved in recruitment process since commencement of the Contact Centre.

ROLE
*Maintaining quality and standards of training on Microsoft and Oracle products.
*Interface for ISO 9001
*Design and development of Center Administration System using Microsoft SQL Server and Microsoft Visual Basic.

ROLE
*Managing the team of Faculty Members for effective implementation of Aptech Dubai’s corporate and retail education programs.
*Maintaining quality and standards of training in line with Aptech's ISO guidelines
*Design and development of customized training programs for corporate clients
*Implementing Aptech’s Multi-Modal training methodology in instructor led training sessions
*Liaison with Aptech Limited Corporate Office for launch of new curricula and courses
*Conducting Faculty Improvement Programs & New Technology Seminars
*Implementing standard examination and testing procedures
*Conducting on-site training sessions for under-graduate Information Technology Programs at educational institutions
*Scheduling classes and labs to maximise resource management

CLIENT PROFILE (CORPORATE TRAINING)
HTML, DHTML, JavaScript, VBScript, ASP
*Aptech WorldWide, Dubai, UAE
*BP-Amoco Middle East, Dubai, UAE
*Internet World/WorldSpan, Dubai, UAE

CLIENT PROFILE (EDUCATIONAL INSTITUTIONS)
Center For American Education, Dubai, UAE
*HTML, DHTML, JavaScript, ASP
*Visual Basic 6.0
*Structured Programming With C
*Object Oriented Programming With C++
*Oracle 8i with PL/SQL
*Developer/2000

ROLE
*Managing the team of Faculty Members for effective implementation of Aptech Dubai’s corporate and retail education programs.
*System Analysis and Design and software development for clients
*Maintaining quality and standards of training in areas of corporate and personal education in line with Aptech's ISO guidelines
*Responsible for co-ordinating with Ministry of Education & Youth, United Arab Emirates
*Responsible for customizing training programmes based on needs assessment for corporate clients

CLIENT PROFILE (SOFTWARE DEVELOPMENT)
Payroll (Visual Basic 6.0)
*Dhabi Contracting, Abu Dhabi, UAE

CLIENT PROFILE (CORPORATE TRAINING)
Visual Basic 6.0
*Gulf Air, Abu Dhabi, UAE
*Abu Dhabi Investment Authority (ADIA), Abu Dhabi, UAE
*Higher Colleges of Technology, Abu Dhabi, UAE

Windows NT 4.0
*Valentine Maritime International LLC, Abu Dhabi, UAE

MS Access 2000
*Honeywell Middle East, Abu Dhabi, UAE

HTML, DHTML, JavaScript, VBScript, ASP
*Gulf Air Maintenance Company (GAMCO), Abu Dhabi, UAE

UNIX
*Schlumberger Middle East, Abu Dhabi, UAE

ROLE
*Ensuring high standards in training programmes as per the Aptech Course Conduct Guideline Manual
*Responsible for co-ordinating with Regional Office for Faculty Improvement Programs
*Managing student relations
*Maintenance of infrastructure and equipment
*Network administration

ROLE
*Customised & developed CIBEX software (Computerised Integrated Banking Executive, also known as Integrated Branch System) using MF-COBOL on Novell NetWare 3.x with Btrieve Utility
*Customised & developed the Share Processing Module for a nationalised Bank in India using Dbase III+
*Independently on-lined and handled 2 nationalised banks in India.
*Consultancy, implementation & training in DTP Services, EDP Services for clients.
*Software development & customisation for clients.

CLIENT PROFILE
(SOFTWARE DEVELOPMENT, CONSULTANCY & ON-SITE TRAINING)

CIBEX/IBS (Total Banking Mechanisation - MF COBOL)
*Bank of India (5 branches)
*Vijaya Bank (2 branches)

Control of Marketing Activities (DBase III+)
*Cosmics Fontech Limited, Bangalore, India

Accounting Package (C Language)
*Domacls Engineering (P) Limited, Bangalore, India

CLIENT PROFILE (CONSULTANCY & TRAINING)
*Jindal Public School, Bangalore, India
*Kirloskar Warner-Swasey Ltd, Hubli, India
*Ogilvy & Mather, Bangalore, India

ROLE
*Implementation of Sonata's Multi-Lingual Desk Top Publishing Software 'Prakashak' & Ventura Publisher.
*Consultancy on hardware requirements for clients in printing & publishing industries.

CLIENT PROFILE (CONSULTANCY & TRAINING)
*Corporation Bank Zonal Office, Mangalore, India
*Udayavani, Manipal, India