# Shawon Paul

> Software Engineer

Location: New York City Metropolitan Area, United States
Profile: https://flows.cv/shawon

Team lead at Nagarro with an NYU Electrical Engineering background and Cybersecurity training from Per Scholas NY, and currently advancing toward PMP certification. Managing two technical teams delivering ATS support to a centralized operations group, and providing remote technical assistance to public-school staff. 
Proven track record of leading cross-functional teams across IT support, systems access, and service improvement within educational and enterprise settings. Skilled in Agile frameworks, QA processes, and delivering actionable insights through tools like Power BI and ServiceNow. Adept at translating complex technical workflows into user-focused outcomes.

## Work Experience
### Software Engineer @ PeopleShores
Jan 2025 – Present | New York, NY

### Associate Engineer - Team Lead / Project Coordinator @ Nagarro
Jan 2023 – Jan 2025 | United States
- Led and coordinated two operational teams (Central LAN Support and Remote Ops) totaling 11 agents, delivering technical support and service continuity for over 1,800 NYC Public School employees across multiple sites..
- Collaborated with senior leadership to define and implement quality assurance frameworks, standardizing call-handling procedures and documentation through customized templates that improved team efficiency and customer satisfaction by 70%.
- Delivered ATS software training across schools, boosting adoption and reducing escalations by 45% through targeted stakeholder engagement.
- Oversaw user access workflows, coordinating cross-functional reviews and ensuring compliance with security protocols.
- Managed over 6,000 ServiceNow tickets while utilizing Power BI to conduct data-driven performance analysis, identify SLA risks, and generate continuous improvement reports for service delivery optimization - leading to an 80% reduction in missed SLAs.
- Led QA testing and iteration planning for Eureka AI chatbot; translated user feedback into actionable development insights.

### Independent Contractor (STEM Tutor & Support) @ Gooroo
Jan 2018 – Jan 2020 | New York City Metropolitan Area
- Delivered tailored math and science instruction to K–College students; selected from a competitive 7% applicant pool and assigned to high-priority clients.
- Reported directly to the Head of Growth, generating performance reports and implement student success strategies, aligning with key retention metrics and growth initiatives.
- Collaborated with the marketing team to identify and expand user personas in virtual learning markets, contributing to the scaling of remote service delivery models.
- Developed and iterated individualized learning plans based on qualitative feedback and academic performance data, supporting long-term student engagement and outcome improvement.


## Education
### Bachelor of Science - BS in Computer Science
Western Governors University

### CompTIA CySA+ Certified in Cybersecurity
Per Scholas

### Electrical Engineering in Electrical and Electronics Engineering
New York University


## Contact & Social
- LinkedIn: https://linkedin.com/in/shawon-paul-pmp

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Source: https://flows.cv/shawon
JSON Resume: https://flows.cv/shawon/resume.json
Last updated: 2026-04-13