Summary
Overview
Work History
Education
Skills
Timeline
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Pooja Nagpure

sme
Pune,Maharashtra

Summary

Proven track record of providing valuable insights, guidance, and solutions to complex problems. Strong analytical and communication skills, with a passion for sharing expertise and driving excellence in the field.

Overview

6
6
years of professional experience

Work History

Subject Matter Expert

Cognizant Pvt. Ltd.
Pune
09.2021 - Current
  • Collaborate with stakeholders to understand their requirements, pain points, and objectives
  • Transform business needs into clear and concise application and operational requirements
  • Analyze existing operational procedures, identify gaps, and propose solutions
  • Facilitating sprint planning and backlog refinement sessions
  • Take ownership of project outcomes, ensuring timely delivery and adherence to quality standards
  • Identify risks and proactively address them to minimize project disruptions
  • Working as QA teams to verify that the solution meets business needs
  • Foster a positive work environment and contribute to team success
  • One years of experience as Subject Matter Expert (SME) in email support for Google certifications
  • Worked as Senior Process executive for two years and got promoted as SME

Senior Technical Support Advisor

Concentrix India Pvt Ltd
Pune
04.2018 - 09.2021
  • Provide Hardware, Windows server, and Networking support to the users
    (commercial and consumer).
  • Providing Customer service and Process Enhancement.
  • Well Trained to deliver flawless service. Met Target as CSAT, RDR and etc
  • Achieve RNR and Sabash awards.
  • Started career with level 1 (Executive), handle inbound calls for DELL ITS
    consumer based Desktop / Laptop manufacture for India region.
  • Performed end to end troubleshooting and resolving customer issues and basic
    overview of technical software support.
  • Supporting on call back mode as Case Mentor with troubleshooting and giving
    resolution.
  • Handling the cases which are generated by level 1 engineer and as per
    requirement giving L2 support to the team.
  • Working on ticketing tool with different tools like Delt.
  • Strongly providing solution with troubleshooting with logical thinking.
  • Dealing with backend team to give better experience to the customer.
  • Making the service priorities by dealing with vendors and service provider.
  • Responsible for System formatting and operating system installation.
  • Working on Citrix and SFDC tool.
  • Searching the resolution on Portals and forms

Education

BE -

Priyadarshini
Nagpure
03-2016

High School Diploma -

JL Chaturvedi
Nagpur
03-2013

GED -

Hindusthan Vidyalaya
Nagpure
04-2009

Skills

  • Training and mentoring
  • Strong analytical skills
  • Strategic Thinking
  • Research capabilities
  • Goal Setting

Timeline

Subject Matter Expert

Cognizant Pvt. Ltd.
09.2021 - Current

Senior Technical Support Advisor

Concentrix India Pvt Ltd
04.2018 - 09.2021

BE -

Priyadarshini

High School Diploma -

JL Chaturvedi

GED -

Hindusthan Vidyalaya

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Pooja Nagpuresme