Pratik Gawali
Pune
Summary
Goal-driven analyst polished in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Several years of experience in industry. Logical professional with many years of experience delivering customized IT solutions to boost business operations. Expert at translating plans for business growth and specific needs into improved system designs. Employed knowledge of new technologies to suggest improvements to existing systems and new hardware. Motivated individual with business acumen and willingness to take on challenging roles. Tech-savvy and quick learning with technical know-how, social media expertise and sales abilities to support and drive substantial growth.
Overview
9
9
years of professional experience
Work History
Content Management and Optimization Analyst, Level
Compucom India Private Ltd.
Pune
02.2023 - Current
- Validated results and performed quality assurance to assess accuracy of data.
- Assessed data modeling and statistics to integrate high-level business processes with data rules.
- Edited and revised a wide array of content for accuracy, clarity, and consistency.
- Knowledge Writer (CMOA)- Level 2 Job Summary the Knowledge Content Management & Optimization Analyst supports the Knowledge Management's
- Self-Service strategy by creating and updating content for all levels and formats of knowledge, including, but not limited to, Level 1 knowledge articles for support resource use, self-service knowledge articles for end-user cognitive search, and self-service conversational scripts for end-user chatbot interaction. Additionally, optimizing the self-service.
- Requires an understanding of the requirements of the content being created to develop self-service knowledge articles and/or conversational chat bot scripts with a narrative dialogue that engages end-users, by target audience, to seamlessly resolve inquiries.
- Partners with SMEs to acquire content and update/create knowledge articles.
- Continuously improves the conversational workflow by updating phrases and optimizing content based on end-user feedback.
Technical Service Desk Engineer
Compucom CSI Ltd
Pune
08.2021 - 02.2022
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Engaged in user support interactions via telephone, chat, and email platforms.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Created user accounts and assigned permissions.
- Managed inventory of all equipment associated with the Service Desk environment.
- Provided guidance to end-users on best practices for IT related services usage.
- Created reports detailing system status and operations for management review.
- Provided technical support to customers via telephone, email and remote access.
- Monitored performance of systems for potential problems or security threats.
Quality Checker
Global Advertisement Services Pvt Ltd
Pune
02.2016 - 07.2021
- Evaluated supplier performance based on their ability to meet established quality standards.
- Performed quality checks on incoming shipments of raw materials to ensure accuracy and completeness.
- Participated in training sessions designed to improve understanding of Quality Control principles and methods.
- Assisted in developing new techniques for inspecting products more efficiently while maintaining a high level of accuracy in measurements.
- Coordinated with cross-functional teams including engineering, purchasing and production departments to resolve any issues related to product quality.
- Monitored production lines to ensure compliance with good manufacturing practices.
- Participated in cross-functional teams focused on continuous improvement initiatives.
- Handling a team of 25 FTEs as an acting Mentor/TL.
- Keeping the team bond and atmosphere good for quality and growth of the team and team members.
- Managing escalations, giving feedback to team members.
- Decision-making power and risk management.
- Compiled reports detailing the results of quality assurance testing activities.
- Reviewed production orders for conformance with customer specifications, ensuring that all parts met the requirements prior to shipment.
Education
Kamladevi College, Kalyan
Kalyan05-2013
Soli A Poonawala English Medium School, Pune
Pune05-2010
Skills
- Trend modeling
- Workflow Analysis
- Audit Support
- System Analysis
- Regulatory Compliance
- Report Preparation
- Documentation And Reporting
- Root Cause Analysis
- Issue Identification
- Project Management
- MS Excel
- Technical Support
- Client Relationship Management
- Remote Technical Support
- Incident Management
- Documentation
- Information Management
- Document Management
- Effective Communication
Key Skills
- Communication Training: Proficient in conducting training needs analysis (TNA)
and delivering effective communication training programs. - Voice & Accent Coaching: Expertise in voice modulation, accent neutralization,
and enhancing communication skills for diverse audiences. - Training Delivery: Experienced in designing and implementing training modules
tailored to organizational needs. - Problem Solving: Strong ability to identify and address communication challenges,
ensuring effective solutions. - Stakeholder Engagement: Skilled in managing relationships with internal and
external stakeholders, providing actionable insights and reports. - Handling multiple Projects and maintaining conversational workflow by updating phrases
and optimizing content based on end-user feedback
Languages
Marathi
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
STRENGTHS
- Effective Communication: Strong verbal and written skills, adept at engaging
diverse audiences. - Adaptability: Quick learner with the ability to adjust to evolving environments and
processes. - Team Collaboration: Proven ability to work collaboratively and drive collective
success.
DECLARATION
- I hereby declare that the information provided is true to the best of my knowledge
and belief.
Timeline
Content Management and Optimization Analyst, Level
Compucom India Private Ltd.
02.2023 - Current
Technical Service Desk Engineer
Compucom CSI Ltd
08.2021 - 02.2022
Quality Checker
Global Advertisement Services Pvt Ltd
02.2016 - 07.2021
Kamladevi College, Kalyan
Soli A Poonawala English Medium School, Pune