About
Senior Technical Support Analyst with 5+ years of experience in L2/L3 production support, healthcare IT (EMR/EBO), and database management. Proven track record of improving support efficiency by 80% and recipient of the Rising Star Award (2023).
Experience2
Senior Technical Support Analyst
Nov 2024 — Mar 2026Abjayon Consultancy Pvt. Ltd.
Act as the final escalation point for complex application, database, and infrastructure issues across production environments. Drive an 80% improvement in support efficiency by redesigning escalation and resolution workflows. Oversee 24×7 production support operations for Oracle Utilities and EMR platforms, ensuring high system availability and strict SLA compliance. Conduct root cause analysis (RCA) on recurring incidents and implement corrective and preventive actions (CAPA).
- Grew support efficiency by 80%
- Reduced documentation turnaround time by approximately 30%
- Decreased incident recurrence by identifying systemic gaps
Technical Support Engineer
Apr 2021 — Nov 2024eClinicalWorks India Pvt. Ltd.
Managed end-to-end troubleshooting for 100+ monthly tickets across cloud-based and on-premises ECW server environments. Reduced average ticket resolution time by streamlining triage processes and developing a reusable internal knowledge base. Piloted AI-assisted diagnostic tools to accelerate log analysis and pattern recognition in recurring EMR issues. Identified and resolved medication administration errors within the EMR system.
- Achieved CSAT scores exceeding targets
- Reduced average ticket resolution time
- Decreased repeat escalations significantly
Education1
B.Tech / B.E.
2022 — 2020Acropolis Technical Campus
Computer Science and Engineering (CSE)
Certifications4
SQL for Data Science
Data Analyst
Microsoft Power BI
Generative AI for Support