Database Technical Account Support - eClinicalWorks - Mumbai, India
(2022-01)
- Managed 300+ support tickets per month with 98% SLA compliance and reduced resolution time by 20%.
- Led root cause analysis for EMR database incidents affecting 1,000+ end users; identified repeat failure patterns and drove corrective actions with engineering and product teams.
- Improved system availability by 15% through optimization of Oracle, MySQL, SQL Server, and MongoDB configurations and proactive capacity planning.
- Reduced mean time to resolution by 20% by coordinating Tier 2/3 escalations, standardizing troubleshooting runbooks, and facilitating cross-functional war rooms for high-severity incidents.
- Maintained 98% SLA adherence while managing ~300 tickets monthly and resolving 4,000+ annual support requests through process improvements and prioritization.
- Authored and updated knowledge base articles and runbooks, cutting repeat incidents by 25% and improving handoff efficiency for on-call teams.
- Collaborated with product and engineering to validate fixes, prioritize bug triage, and implement long-term solutions that reduced critical incident recurrence.
Tally Developer - ASAP ADVISORS - Mumbai, India
(2021-08 - 2021-12)
- Developed and deployed TDL modules for 20+ clients, increasing processing speed by ~30% through optimized code and streamlined data flows.
- Integrated Tally ERP with external APIs to improve reporting accuracy and automate routine data exchanges, reducing manual reconciliation effort.
- Documented requirements and provided post-implementation technical support to ensure smooth adoption and timely issue resolution.
Client Support - Teleperformance - Mumbai, India
(2020-03 - 2021-08)
- Managed 100+ daily customer interactions with 95%+ satisfaction by delivering timely technical support and clear communication.
- Performed incident triage, escalation, and ticket management to ensure faster resolution and accurate tracking of account issues.
- Partnered with IT teams to streamline escalation paths, reducing escalations by 15% and improving first-contact resolution rates.
Software Sales & Support - VINAYAK SOLUTIONS - Mumbai, India
(2019-12 - 2020-03)
- Led software demos and onboarding for 30+ clients, increasing product adoption by 25% through targeted training and tailored walkthroughs.
- Provided post-sale technical support that improved customer retention and accelerated time-to-value for new users.
