Summary
Overview
Work History
Education
Skills
Certification
Environments
Timeline
Generic

Pooja Bhagwat

Pune

Summary

Dynamic IT Analyst with a proven track record at EATON CORPORATION, specializing in process enhancement and fostering relationships. Excelled in leading training programs, surpassing ticket processing targets, and driving employee engagement initiatives. Skilled in ServiceNow, adept at cultivating trust and teamwork. Achieved significant improvements in training efficiency and customer satisfaction.

Overview

9
9
years of professional experience
1
1
Certification

Work History

IT Analyst

EATON CORPORATION
Kharadi
04.2023 - Current
  • Provided Training: Organize practical sessions for analysts to practice onboarding new users by handling various scenarios, thereby honing their skills through hands-on experience. Conducted training sessions for the L1 team and team lead to facilitate the initiation of knowledge transfer across parallel ARM teams.
  • Graduated in the Future Leader eXpand program which developed the skills needed to lead, manage teams, enhance collaboration, and make effective strategic decision. Understanding the importance of effective networking capabilities. Participated in sessions on growth mindset, Inclusive leadership and powerful feedback to learn how to identify growth areas and develop into an inclusive leader
  • Leading the Employee Engagement Council at EITC to plan and organize events that incorporate employee interests and cultural celebrations. Allocating tasks to team members as per their unique skills, to ensure the best possible outcome. Coordinating with stakeholders for approval and disbursal of the budget, while managing logistics, finance, and branding across departments.
  • Continuous Feedback: Consistently provided feedback on trainee performance and gathered their input to assess their understanding, adjusting the training process and documentation as needed
  • Mentorship: Mentored new analysts and developed a comprehensive training plan to ensure they met all requirements. Conducted an audit to check if the process is followed correctly, and if the work log reflects all the activities.
  • Regular Updates: Updated the documents promptly to reflect any process changes. Provided daily updates to leadership on training progress, feedback, and issues
  • Recognition: Acknowledged the analyst's excellent work and results, and provided managers with feedback on their progress. Worked with HR to reward employee council members for their efforts and performance in executing the events.
  • Learned to create reports and dashboards in the new ServiceNow ticketing system to streamline the triage process.
  • Troubleshoot issues, and coordinate resolution between multiple teams, as required. Communicate issues to leadership to find workarounds, ensuring customers do not suffer due to process gaps and maintaining a positive customer experience. Initiated team discussions upon identifying gaps in the process or issues in the system.
  • Documentation : Crafted clear, comprehensive documents to guide analysts in efficiently processing user access requests enhancing their ability to work independently.
  • Manage the triage of tickets in the SNOW queue, assigning tickets based on priority, and expediting requests as required
  • Managed ticket processing to surpass daily targets, while also handling additional responsibilities.

Associate Analyst

EATON CORPORATION
10.2018 - 03.2023
  • Create documentation and conduct training for new analyst for onboarding the new users
  • Developed a training plan and tailored documents to align with the neurodiverse analyst's understanding, ensuring their ability to deliver the expected results in processing requests. updated them with any process changes.
  • Handle ticket triage in Remedy, prioritizing, assigning, and expediting requests as required.
  • Specialize in external user application management, primarily for the electrical sector

Junior Analyst

EATON CORPORATION
07.2016 - 09.2018
  • Created, modified, and terminated internal users accounts using Passkey, VOTW, Bid Manager, Siebel, MFG PRO, AS400
  • Effectively Trouble shooting issues with access by researching account
  • Trained new team members and contractors on the internal processes for onboarding new users to various applications
  • Managed ticket processing to meet SLAs and ensure customer satisfaction, while maintaining accurate documentation
  • Worked as a Resource for both internal and external user processing

Education

Future Leader eXpand Program -

Eaton Technologies
08-2024

Bachelor of Engineering - IT

MIT College
Pune
06-2013

Skills

  • Accountable and passionate
  • Driving Results
  • Fostering Relationships
  • Cultivating Trust in the Workplace
  • Effective Workplace Communication
  • Selecting Conflict Resolution Strategies
  • Process enhancement
  • Team collaboration and leadership

Certification

  • Future LeaderX training, Eaton Human resources, 10/01/24
  • Microsoft certified Azure fundamentals, 12/17/22
  • Microsoft certified Security, Compliance and Identity fundamentals, 12/17/22
  • ITIL foundation certificate in IT Service Management, 01/05/2017

Environments

  • Eaton Applications - Bid Manager, C360, Eaton University, Extranet User Manager, Order Center, Passkey, Project Center, Remedy, SAP NetWeaver Portal, Vertex, Vista, As400, MFG PRO
  • Apache Directory Studio
  • Microsoft Office 365: Word, Excel, PowerPoint, SharePoint

Timeline

IT Analyst

EATON CORPORATION
04.2023 - Current

Associate Analyst

EATON CORPORATION
10.2018 - 03.2023

Junior Analyst

EATON CORPORATION
07.2016 - 09.2018

Future Leader eXpand Program -

Eaton Technologies

Bachelor of Engineering - IT

MIT College

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Pooja Bhagwat