Jugal Joshi

Experience

• 

  Zanzibar Serena Inn

  Jan 2007 - Feb 2007

  IT Coordinator

  To help troubleshoot LAN connectivity within hotel departments.To assist guests connect to the hotel network with their personal devices.Helped maintain the server room.

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  Limkokwing University of Creative Technology

  Aug 2011 - Oct 2013

  Graduate Student Researcher

  • Created user manuals for developed applications. • Researched diverse IT technologies with collaborators. • Prepared Graphs, charts and diagrams to support the content. • Constructed a thorough synopsis of the analysis made.• Proofread and justified the content accurately prior to release.• Participated in various IT innovation competitions.• Published Academic Standard Technical Journals/Articles.

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  Global Enterprise International Malaysia (A Member of Singtel Group)

  Nov 2013 - Jun 2016

  Report Analyst

  • Review network performance on a monthly basis with customer• Recommend network enhancement initiatives• Monthly meeting to build rapport and confidence with customers• Investigate outages and prepare RFO with recommendations on corrective and improvement action plans• Ensure all reported problems for customer are resolved in a timely manner• Take ownership in handling and managing fault outages• Be pro-active and formulate pre-emptive solutions again service/network failure. • Impact analysis on customer’s network and overseeing the entire planned maintenance cycle• Continuously look for new ways to improve the technical and customer relationship grade of services to improve customer satisfaction. • Develop customized processes for customers • Analyzing existing documentation for inaccuracies, gaps and addressing them. Show less

• 

  Learndot

  Aug 2016 - Sept 2019

  Delivered items:• Hosted Videos and Analytics. A service that allows Administrators to upload videos natively to Learndot LMS and capture interactions with the videos to understand learner engagement behavior and measure effectiveness.• A Quizzing Engine. A service that would provide more than just True/False or MCQ. A robust and flexible solution that consists of pools for easy management. Gather detailed user responses, like correct/incorrect feedback, answers selected, points achieved, time spent and many more, all reportable via the analytical tool in the LMS. • In-house xAPI solution for in-depth analytics of users actions. The vision behind this track engagement of users using the services built, in order to provide a deeper understanding of how users are engaging with content. • Data Warehouse. An essential repository that allows products like Salesforce, Looker, Segment, Clover to connect with in order to reduce load/stress on the transactional databases. Daily objectives:• Breakdown complex feature requests into actionable milestones to achieve continual and intuitive enhancements to the product• Communicate goals clearly and ensure that the decisions made align with company vision, customer needs, and engineering practices• Own the roadmap items and deliverables for SaaS-based enterprise learning management system• Create and manage In-app experiences to constantly upskill customers on recently developed features added to the product• Assess market competition and strategize product development to create appeal for consumers• Have a distinct focus on assisting customers to achieve their business goals• Collaborate with engineering teams, and play the role of a Product Owner where required• Thrive in a fast pace and rapidly growing environment with globally located teams• Structure and form product criteria to fit the growing and fast-changing SaaS market• Set a long-term vision and communicate the strategy with all relevant stakeholders Show less SKILLSTools: Atlassian Products (Confluence and Add-ons), Adobe Captivate eLearning Authoring Tool, Articulate 360 eLearning Authoring Tool, Adobe Photoshop, iSpring Suite Authoring Tool, Microsoft Office, MadCap Flare, RoboHelp.Advanced: Business Analysis, Documentation Management Specialist, E-Learning, Release Notes, End User Documentation, User Interfaces & Website Design, Content Designer, Usability & Testing. Intermediate: API, Indexing, Information Design, Information Architecture, Content Management, Product Marketing, and User Experience.Basic: Illustrations / Graphic Design, and Image Editing. Principal duties and responsibilities include to:• Collaborate with developers, support engineers, and other personnel on a variety of projects which require a strong technical foundation. • Create, maintain, improve and proof-read user documentation, including instruction manuals, press releases, social media posts, internal documentation, training materials, release notes, and FAQs. • Use various media types, including illustrations and other drawings to increase the documentation effectiveness. • Consistently work with the developers to highlight bugs and suggest improvements to our products.• Learn about the various product offerings, and work independently and use own initiative to ensure accuracy and consistency of all documentation produced.• Study and evaluate product samples from our direct competitors and give constructive feedback as required. • Create and manage all aspects about LMS (Learning Management Systems) documentation, including User, Administrator and Developer Experiences. • Actively contribute to enhancing and improving documentation standards.• Manage deadlines and meet Company objectives.• Gather feedback from our Customers and Members of the team.• Always remain updated with the latest emerging technological trends and practices. Show less

  • Product Manager

    Jan 2018 - Sept 2019

  • Technical Writer

    Aug 2016 - Dec 2017
• 

  Herbalife Nutrition

  Oct 2019 - now

  Product Manager

  Responsibilities:- Application technology owner. Overseeing end to end application stability and availability.- Strategic business decision making and roadmap planning with business owners. - Partnering with regional teams to continuously ship value and content to drive engagement.- Leading teams, focusing on ensuring on-time and accurate delivery of a global cross platform application. - Defining priorities and supervising the system development process, tracking the progress of activities, while participating in the analysis, design and support of the application. - Ensuring the team delivers high quality, accurate, viable, and reliable solutions that comply with the company’s standard. - Leading the efforts to increase the quality and robustness of the application by promoting software development best practices, industry standards and enterprise design patterns. - Providing good technical solutions for integrated systems, maintaining direct accountability for quality and uptime of the application running on different platforms. - Meeting service level agreements for production support response and resolution. - Provides expert technical guidance and mentoring to others in areas of expertise. - Supports upper management and other IT teams in decision making, and providing timely and informative status reports. - Working closely with cross-functional teams to escalate risks and resolve issues to enable delivery and productivity. - Understanding of the infrastructure to support highly scalable micro-services, including networking, cloud and content delivery networks. Show less