Sumon Jj

Result-driven IT Support and Voice Process Professional with over 3 years of blended experience spanning enterprise IT infrastructure, technical support, and international voice-based healthcare revenue cycle management (RCM). Proven expertise in troubleshooting hardware/software faults, Active Directory, virtualization, and delivering customer-centric phone support while strictly adhering to SLAs, quality standards, and HIPAA compliance protocols.

Voice Process Associate / Healthcare RCM Support Specialist at Global Healthcare Billing Partner Pvt. Ltd. (2024-05 – 2025-05)

• Handled inbound and outbound voice communications for international healthcare accounts, addressing patient billing inquiries, insurance claim statuses, and payment queries efficiently.
• Navigated electronic health record (EHR) and medical billing software concurrently during live calls to verify patient demographics, insurance coverage, and claim adjudications.
• Maintained high customer satisfaction scores while strictly adhering to HIPAA compliance protocols and privacy standards when handling sensitive financial and medical data over the phone.
• Documented detailed call logs, payment arrangements, and billing dispute notes in the CRM system to ensure accurate tracking and swift account resolution within defined SLAs.

IT Support Technician at Doodle Craft & Stationery (2025-05 – 2026-05)

• Provided comprehensive Tier 1 & Tier 2 technical support across 100+ retail POS workstations, network printers, desktop systems, and core branch infrastructure.
• Diagnosed and resolved hardware faults, operating system crashes, application bugs, and driver conflicts, ensuring uninterrupted retail operations.
• Deployed endpoint security solutions, baseline antivirus protections, host firewalls, and strict USB access policies via Active Directory Group Policies (GPO).
• Conducted routine daily/weekly server backup procedures and performed restoration testing to safeguard critical retail store transaction databases.

IT Support Technician at Vision Tech Park Pvt. Ltd. (2023-06 – 2024-05)

• Assisted in setting up VMware ESXi hypervisors, managing virtual machine (VM) creation, host resource allocation, snapshots, and vCenter management.
• Administered Active Directory domain users, security groups, OU structures, password resets, and user access permissions across organizational units.
• Managed O365 user onboarding/offboarding, configured Exchange Online mailboxes, distribution groups, and licensing assignments.
• Handled complex remote desktop troubleshooting sessions and maintained hardware inventory logs and network topology charts.

Master of Computer Applications (MCA) – Nehru Institute of Information Technology and Management, Coimbatore (2020 – 2022)