Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Hobbies
Timeline
Generic
Pallavi Ramawat

Pallavi Ramawat

Jaipur

Summary

Detail-oriented Support Analyst with experience in banking applications and database management. Troubleshoots highly technical, complex issues with ease and patience. Adaptable and eager to learn about new and emerging trends in the IT sector.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Assistant Manager

SK Finance ltd
Jaipur
03.2025 - Current
  • Gathered and documented business requirements, including BRD and FRD for comprehensive clarity.
  • Tracked project progress to prepare detailed status reports for stakeholders.
  • Coordinated testing and User Acceptance Testing (UAT) to ensure product readiness.
  • Managed vendors while monitoring deliverables to maintain quality standards.
  • Communicated effectively with stakeholders and project teams to align objectives.
  • Ensured solutions were delivered on time through proactive management.
  • Drove process improvements to enhance operational efficiency.
  • Assisted in developing project plans by outlining tasks, resources, and timelines.

Technical 1st Line Support Analyst

Au small finance Bank
Jaipur
04.2021 - 01.2024
  • Operated multiple banking systems including Flexcube/CBS, CRM, SQL,EURONET, Incident Management, Change Management, Problem Management and ITSM Ticketing tool while adhering to ITIL practices.
  • Solved 60-70 technical tickets daily, achieving a 95% closure rate and coordinating with L2 or L3 teams following established processes.
  • Developed and implemented SOPs in line with predefined standards to consistently achieve quality, audit, and compliance goals.
  • Analyzed SQL queries to identify areas for optimization.
  • Handled Change Request Management system to update back-end inventory data through SQL.
  • Provided comprehensive support to users by liaising with various development and support teams.
  • Supported scheduled activities such as DC to DR and DR to DC movement.
  • Prepared artifacts like Functional Requirements Document (FRD) and Business Requirements Document (BRD).
  • Provided first-level technical support for software and hardware issues across various platforms.
  • Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.

Technical 1st Line Support Analyst

Teleperformance
Jaipur
12.2019 - 04.2021
  • Provided extended analysis to support technology team in escalating and resolving issues.
  • Generated reports and tickets to monitor performance and analyze trends.
  • Carried out retention calls with unsatisfied users, resulting in a 40% software retention rate.
  • Created detailed case notes for every user/customer interaction to ensure accurate record-keeping.
  • Implemented ServiceNow solutions to cut down on incident and problem resolution duration.
  • Resolved user queries promptly to maintain continuous operations.

Education

Master of Business Administration - PGDM

Jaipur National University
Jaipur, IN-RJ
2022

B.Tech - Information Technology

Rajasthan Technical University
Kota, IN-RJ
2017

Skills

  • Team Management
  • Ticketing Tools- ServiceNow, ITSM Tool
  • SQL ,CRM, MS excel, JIRA,
  • KPI management, root-cause analysis, MS Office
  • Requirement Documentation,
  • Application maintenance (bug reporting)

Certification

  • Power BI, Oracle architecture and tuning , ITIL

Accomplishments

  • Tech Support champion 2021-22.
  • Customer Service champion 2022-23.

Hobbies

  • Dancing , painting , social networking.

Timeline

Assistant Manager

SK Finance ltd
03.2025 - Current

Technical 1st Line Support Analyst

Au small finance Bank
04.2021 - 01.2024

Technical 1st Line Support Analyst

Teleperformance
12.2019 - 04.2021

Master of Business Administration - PGDM

Jaipur National University

B.Tech - Information Technology

Rajasthan Technical University

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Pallavi Ramawat