Prajakta Shirsath
Knowledge Manager
Pune
Summary
Dynamic IT professional with over 6 years of experience, seeking a full-time role that leverages strong interpersonal, time management, and problem-solving skills to contribute to organizational success and continuous improvement.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Knowledge Manager
Northern Trust
01.2025 - Current
- Developed 17 comprehensive process documents and the employee handbook for Service Delivery & Operations (SD&O), published on Northern Trust University to ensure easy access to critical knowledge for all partners.
- Conducted a detailed review and analysis of existing knowledge base articles and SOPs, leading to the proposal and successful adoption of a standardized template across SD&O.
- Improved search accuracy by updating document categorization and keyword mapping.
- Established a centralized SharePoint repository to streamline access to all process documentation.
- Designed and implemented ServiceNow dashboards to monitor key metrics such as First Contact Resolution (FCR), hop counts, reassignments, ticket aging, new ticket volumes, and CSAT/DSAT scores.
- Utilized Microsoft Power Automate to streamline and automate various operational processes.
- Achieved measurable improvements in knowledge base usage, search effectiveness, FCR rates, SLA compliance, and overall end-user satisfaction.
- Collaborate closely with Subject Matter Experts (SMEs), team leads, and operational managers to enhance service performance and customer satisfaction.
- Generate and distribute weekly performance reports, including FCR, Average Handling Time (AHT), and CSAT/DSAT analytics, to leadership and key stakeholders.
- Present ongoing progress and initiatives in knowledge management during weekly leadership calls.
Knowledge Manager
Wipro Technologies
01.2022 - 01.2025
- Developed and maintained SOPs, technical troubleshooting guides, and knowledge articles aligned with process updates and new services. Led daily knowledge-sharing sessions via MS Teams to promote content visibility. Ensured effective searchability through structured categorization and keyword optimization. Regularly revised KB articles to enhance service request resolution, contributing to improved FCR, SLA adherence, KB usage, and end-user satisfaction. Conducted CSAT/DSAT analysis and provided advisor feedback. Managed documentation in uPerform Cloud and collaborated with Quality and ITIL managers to drive service performance and customer satisfaction..
Senior Technical Executive
Vodafone
06.2019 - 09.2021
- Worked as administrator and solved customer queries related to network issues(LAN/WIFI/VPN), Office 365 applications, hardware issues, Multifactor authenticator, software installations, hardware issues, etc.
- Good knowledge of IT service management.
Junior Executive
Capita India
10.2018 - 05.2019
- Worked as an agent for DPD courier service where I dealt with investigations of parcels being lost, stolen, in transit, mis-delivered, damaged and faulty.
- Interacted with the international warehouse teams, the managers and the drivers as well.
- Received best performer award.
Customer Care Executive
EXL
02.2018 - 08.2018
- I worked on the Global Technology side of the EXL business.
- My role involved recording IT-based incidents and routing them to relevant teams.
- Citrix-based tickets were routed to our IS Helpdesk.
- Received Star Performer award.
Education
BE - Information Technology
Savitribai Phule Pune University
07.2013 - 06.2017
Skills
- IT Service Management
- Knowledge Management
- ServiceNow
- Microsoft Excel
- Analytical Skills
- uPerform Cloud
- Customer service
- Communication
- Documentation
- Tools: Power Automate
Timeline
Knowledge Manager
Northern Trust
01.2025 - Current
Knowledge Manager
Wipro Technologies
01.2022 - 01.2025
Senior Technical Executive
Vodafone
06.2019 - 09.2021
Junior Executive
Capita India
10.2018 - 05.2019
Customer Care Executive
EXL
02.2018 - 08.2018
BE - Information Technology
Savitribai Phule Pune University
07.2013 - 06.2017
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