PRAMOD RAJARAM PATIL
Mobile: 9833003093 / E-Mail: firstname.lastname@example.org
~ Project Management / Client Servicing ~
Managing project activities and assessment and reviews for the management
A dynamic professional with 28 years of experience, inclusive of 14 years in Tele / Data Communication –
Manufacturing & Field Service, 14 years in IT having exposure of ERP Implementations (BaaN & SAP), Service
Applications & Mobile Application Development & Implementation, Support with an additional responsibility of
4 years in Central Back Office management.
Currently associated with Blue Star Ltd. as DGM–IT & Service Division.
A keen planner, strategist and implementer have demonstrated success in end-to-end project management
and ensuring effective management of various resources to meet project specifications.
Knowledge of managing the full life cycle implementation of SAP; in depth understanding of business processes
of SAP and abilities in developing specifications.
Exposure: Business process analysis and design, GAP analysis, integration with other modules and systems.
Deftness in handling overall functioning of processes & implementing processes in line with the pre-set
Adept at managing & leading teams for running successful SAP Service and Peripheral Application
development and support, Central Back Office process operations & experience of developing policies
procedures, service standards for business excellence.
Strong problem solving & technical skills coupled with confident decision making for enabling effective solutions
leading to high customer satisfaction and low operational costs.
Project & Operations Management:
Mapping service business requirements and providing them best solutions involving evaluation and definition of
scope of project and finalisation of project requirements interfacing with stake holders.
Preparing project management plans, periodic reports and other records as per set parameters.
Managing multiple projects from conceptualisation & visualisation to technology mapping and final execution of
projects; leading team members; allocating resources among team members; recruiting & guiding team
members during the project till final delivery.
Holding review meetings to monitor progress of the project as per schedule / budgets and ensuring timely
completion and delivery of the project.
ERP, User Portal and Mobile Applications Implementation:
Mapping business requirements and undertaking quick gap analysis.
Understanding business process, study and analyse workflow to design solutions (To-Be, Why-why Analysis
Preparing the detailed process flow for functional requirements.
Performing configuration of various documents, reports.
Guiding the set up and customisation of release procedures for classification of various internal & external
Conducting gap analysis, assess scope of studies and suggest solutions.
Integration with other modules, integration & user acceptance testing & extending post go-live support,
including training to end-users.
Preparing user manuals, FAQs for applications to reduce queries from implementation sites.
Coordinating the decision making process for hardware & software requirements for the implementation.
Managing customer centric operations & ensuring customer satisfaction by achieving delivery & service quality
norms; maintaining cordial relations with customers to sustain the profitability of the business.
Attending to clients (individuals/corporate clients) concerns & complaints and undertaking steps for effectively
Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate
measures to maximize customer satisfaction level.
CURRENT ROLE – 2013 onward
IT Lead – AC & R Service Division
o Service Business Mapping & enhancements in SAP.
o Developments and maintenance of user portal and mobile applications based on various platforms
leading team of 4.
Central Back Office Head – Service Division
o Overseeing complete CBO operations for Contract business (having 4 major processes) 500+
Crores having team of 53.
Jan’88/Present Blue Star Ltd.
Growth Path with Chief Responsibilities:
Since June 2008
Mapping of Service Business in SAP.
o Sale of spares, Maintenance Contracts, Repair & Service, Material indenting and revamp jobs and
incorporating it in SAP – CRM and R3. Business size ~ 500 crore+.
o Trained over 300+ users across India.
o Completion period 9 months.
o Over 200+ ABAP developments carried out in order to fulfil the service business requirements in
CRM and ECC.
E-learning Project (Learning Management System) – SAP End user Training.
o Features the Organisation Structure in SAP, overview of business transactions and end user’s role
in SAP in order to target all categories of users from FTE to Senior Management.
o e-learning with 43 courses and ~ 170 topics ~ running for 210 Hrs. to SAP end users for Project
Systems, Product Sale, Material, Production Planning and Quality and Service Module.
Leader role in Development of Service Business Portals and Mobile applications:
User Statistics :
Call centre agents ~ 150
Dealers / Associates ~ 1000
Dealer Technicians ~ 3000
Employees ~ 300
Central Back Office : 50
Applications development Project Management :
o Websphere platform:
Call Management System for call Centre – implemented in ~ 6 months.
Has complete operational background of call centre with an integration of
~ 3000+ calls per day.
Integrated IVR, SMS and e-mail with work flow and material indenting
Preventive Maintenance Schedule Management – implemented in ~ 4 months.
Auto PMS generation and visibility of under warranty and contract customers to
field engineers and dealer technician under obligation period.
~ 75K per month against various types of equipments.
Sales Return Forms – implemented in ~ 3 months.
Defective Field sales returns with authorisation work flow.
~ 300 per month.
Handing Over Forms Portal – implemented in ~ 7 months.
Installation handing over portal having work flow management to capture the
~ 1000 HOF per day and creation of ~ 25K installation database in SAP CRM.
Contract Coupon Business Mapping ~ 3 months
Coupon indenting and processing
Coupon sale and conversion to contract business
o DOT NET.
Outstanding Collection Portal – implemented in ~ 9 months
Mapping of complete service business outstanding collection according to user
with work flow.
User can plan for collection which can be validated through work flow and has
visibility of outstanding collection plan branch, region and country level based on
E-Serv Part Portal – Assistance in development.
A complete visibility of spare parts with price, availability and exploded view to
employees and dealers for stock and sale.
o Service MIS – QlikView ~ 15 months
Development of various Service performance logistics and finance measurements MIS
using QlikView such as,
Service response, PMS Adherence, AMC profitability, Dealer royalty payments,
Material Consumption analytics.
o Mobile Applications :
Break down call - dealer technician, service engineer and dealer ~ 3 months
Preventive maintenance call - dealer technician and service engineer ~ 3 months
Application for service engineers to manage break down calls ~ 2 months
o Central Back Office Applications:
For master maintenance
Channel Partner payments with work flow with SAP integration
Contract activation process with work flow with SAP integration
Contract proposal portal
Apr’01-Sep’02 Manager - Customer Service – Data Comm (All India)
Steering initiatives for all India after Sale Service with a team of 9 Service Personnel and 4 Territory Managers.
Achieving the pre-determined service targets through budget planning, directing & motivating field engineers.
Handling coordination of all product services and focusing on the promotion of annual maintenance contracts,
repair & service and sale of spares.
Ensuring technical and personal development of engineers.
Establishing close interaction with the principals for service support.
Working towards improving quality of service & customer satisfaction to ensure profitability of the operations.
Handling total annual installation, repair & service, sale of spares and maintenance contract business of about
Developing quality customer support personnel for Data Communication Products and Radio Terminals
installations for after sales service.
Accountable for personal involvement during the installations and after sales service support of all products.
Data Communication–Multiplexers, ISDN (TAs/ISDN Modems - Racal), Data Security Products (Thales e-
Security), implementation of WAN (Lintas – 6 locations and Rolta – 11 locations), Radio Data Terminals (LXE /
Teklogix), and Routers (Juniper / Motorola).
Apr’96-Mar’01 Western Regional Manager - Customer Service
Managing after sales service with a team of 11 Service Personnel and 4 Territory Managers for Data Security
Products, Networking Products (LL Modems, Routers, MUXs, ISDN TAs), RF Terminals, EPABX, In House PC,
Printers and Network Support (700 nos.), Telecommunication testing and Measuring Instruments.
Oct’91-Mar’96 Senior Engineer / Area Manager
Supervising all India installations, component level repairs and technical support - data communication,
security products and EPABX at Wipro BT, Bank of America, ABN Amro Bank, Standard Chartered Bank, ICICI,
IDBI, HDFC, etc.
Developing repair personnel and involving in repair activities of EPABXs from the range of 50 lines to 500 lines
for all India.
Conducting training programs for engineers and customers in Mumbai, Ahmedabad and Bangalore.
Jan’88–Sept’91 Production Engineer, Gandhinagar, Gujarat
Testing the 500 and 3000 lines EPABXs as per DOT specifications.
Coordinating with the sales for the purpose of valuation of EPABXs according to the configuration.
Developing testing jigs and field assembly repairs.
Stellar role in all India implementation of SAP for Service Division of Blue Star Ltd.: SAP – CRM / ECC all across
country covering 4 regions and 29 branches with data migration.
Implementation of 5 portals extended to internal and external users.
Roll out of 3 major mobile applications and 1 under process.
Implemented ERP – BaaN IV / ERP Ln. Completed implementation of Baan IV in WR (7 branches) and NR (4
Achieved service revenue targets to an average of 100% every year.
Developed Territory Managers and Field Engineers to take up the new product sale responsibilities such as
WAN projects, RF Data Terminals and Data Security products.
Dexterously achieved time bound installations and commissioning of Data Communication, Security and EPABX
products with zero defects. Prime customers:
o All Nationalised and private banks – SBI, ICICI, HDFC, etc.
o Switch & Service partners – Venture InfoTech, Opus, FSS.
o NSICT and JNPT port.
o Reuters, Wipro-BT, Rolta.
Obtained TEC approvals of ISDN TA and Modems.
Continuously thrived on getting the appreciation or awards:
Delegation of work according to knowledge and working experience of the person.
Imparting the knowledge (technical / commercial / Managerial) to colleagues in order to
motivate them to take additional responsibilities.
These factors have contributed in my achievement of set targets of revenue, satisfaction
of customers and implementation of SAP and peripheral applications in organisation.
These factors have also contributed to organisation’s need to have the second line in
order to take over my responsibilities.
Management and Technical training programs organised by Blue Star Ltd.
o Management Development, Role of a Manager, Presentation and Communication Skills, Towards
Customer Satisfaction, Stress / Strain Management through yoga, Performance Appraisal,
Business Etiquettes, Effective Business Communication, Coaching and Counselling, Commercial for
non-commercials, Innovation and Creativity in Business and 7 Habits of highly Effective People.
o Data Security products, RF Data Terminals, Motorola Router and LAN / WAN Technology, ERP –
BaaN, ERP LN6 and SAP – CRM / SD / PS / BI.
1984 L.E.E. (Electronics) - V.J.T.I, Matunga, Mumbai – First class
1987 B.E. (Electronics) – Thadomal Shahani Engineering College – Mumbai University – First Class
Date of Birth : 11th
Current Address : D-305, Samarpan, Kanakia Spaces, Off. Western Express Highway, Borivali (E), Mumbai
Extracurricular : Active and agile self motivated and trained runner. Participated and completed 13 half
marathons since 2013 across India out of which 6 were sub 2. Best completion time Mumbai
2015 marathon in 1:48 Hrs category rank 34. Member of Nike Runner’s Club.