About
Senior Technical Support Analyst with 5+ years of experience in L2/L3 technical support, SaaS and enterprise application support, healthcare IT, and production operations. Experienced in managing incidents and technical escalations, troubleshooting complex application and database issues, performing root cause analysis (RCA), and driving timely resolution of critical P1/P2 incidents in line with SLA commitments.
Experience2
Senior Technical Support Analyst
Nov 2024 — Mar 2026Abjayon Consultancy Pvt. Ltd.
Served as a senior escalation point for complex application, database, and infrastructure issues, coordinating investigation and resolution of critical P1/P2 incidents within SLA targets. Managed incident lifecycle activities including prioritization, triage, stakeholder updates, escalation to engineering/platform teams, resolution tracking, and post-incident follow-up.
- Improved support efficiency by 80% by redesigning escalation and resolution workflows.
- Reduced documentation turnaround time by approximately 30% using AI tools.
- Oversaw 24×7 production support for Oracle Utilities and EMR platforms.
Technical Support Engineer
Apr 2021 — Nov 2024eClinicalWorks India Pvt. Ltd.
Provided technical support for cloud-based and on-premises eClinicalWorks (ECW) healthcare application environments, handling 100+ tickets per month while meeting customer satisfaction targets. Investigated and resolved application, workflow, data, and server-related issues; prioritized incidents by impact and urgency and escalated complex or recurring issues to relevant teams.
- Handled 100+ tickets per month while meeting customer satisfaction targets.
- Streamlined ticket triage and created reusable knowledge-base content for recurring issues.
Education1
B.Tech / B.E.
2022 — 2020Acropolis Technical Campus
Computer Science and Engineering
Certifications4
SQL for Data Science
Microsoft
Power BI
Data Analyst
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