Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Shefali Pawar

Nagpur

Summary

Hardworking employee with customer service, multitasking, and time management abilities. 3 Years of experienced professional with a strong background in technology-related roles. Worked with NOVARTIS an PHARMA Company as a client and U.S, EUROPE. Proficient in software development, system administration, and technical support. Skilled in problem- solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Associate

Cognizant technology solution
Hyderabad
11.2021 - 07.2024
  • Developed and maintained relationships with clients through regular communication and meetings.
  • Monitored KPIs, such as response time, resolution rate, and service level agreement compliance, to evaluate performance levels against targets.
  • Developed and significantly grew assigned territory using strong engagement and marketing skills.
  • Organized and managed client projects from inception to completion, ensuring quality assurance standards were met.
  • Conducted weekly team meetings to review project progress, assigned tasks, and scrum meets.
  • Generated detailed reports on project performance for senior management.
  • Identified areas of improvement in the client delivery process and developed strategies to optimize efficiency.
  • Collaborated with cross-functional teams to ensure timely delivery of services according to customer requirements.
  • Provided technical expertise in advising customers on best practices for utilizing products or services.
  • Resolved customer complaints promptly and professionally, escalating issues as appropriate.
  • Coordinated with internal departments to provide end-to-end solutions for customers' needs.
  • Tracked service metrics, managing budgets and troubleshooting technical issues.
  • Provided support during product launches by responding quickly to queries from users.
  • Experience in ITSM modules (incident, problem, Change, CMDB, and asset service catalog). Hands-on experience on Service Portal and Customization of form fields and workflow.
  • Expertise in ITIL 4 process. Understanding of Agile way of working.
  • Interfacing with all levels of the application protocol stack. Creating and executing a performance test strategy and test plans.
  • Working on vulnerabilities and managing the. Problems occur in the application with the help of AR tools.

Education

Bachelors of Engineering - Electronic And Telecommunication

GH. Raisoni College of Engineering And Technology
Nagpur
04-2021

Skills

  • Business strategies
  • Leadership Quality
  • IT Management
  • IT Service Management
  • Multitasking
  • Manage budgets and timelines
  • Build relationships and networks
  • ITIL 4 Process
  • Scrum Handling
  • Servicenow (ITSM)
  • SQL Database
  • IOT Industrial 40
  • Risk Management
  • Collaboration
  • Cost Accounting
  • JIRA
  • Agile

Certification

  • Scrum Master Certification + Agile Scrum Master Certification.
  • Servicenow ITSM Process (2024).
  • Introduction to service Management with ITIL 4 (2022). SQL and Database design(2021).
  • Relational Database design (2021).
  • C/C++Certification .
  • Python Certification.
  • Android Development By IIT Bombay.
  • Robotics.

Accomplishments

  • Performer of the year (2023) recognition award.
  • Student of the year(2021).
  • Best ALUMINI student Award.
  • Class representative and President of department . First ranker in department with 89.9%.

Timeline

Associate

Cognizant technology solution
11.2021 - 07.2024

Bachelors of Engineering - Electronic And Telecommunication

GH. Raisoni College of Engineering And Technology
Shefali Pawar