NAVEEN KUPPUSAMY

• Provided 2nd and 3rd level support for the assigned PAS product, handling nearly 50% of all tickets in the support queue and significantly contributing to issue resolution and customer satisfaction.
• Collaborated with multiple stakeholders - including clients, health funds, and health departments to identify, troubleshoot, and resolve critical issues across healthcare systems in a timely and efficient manner.
• Analysed support trends and customer feedback to identify recurring issues and find solution.
• Worked closely with development teams to prioritize bug fixes and feature requests based on customer feedback.
• Participated in product testing phases, ensuring optimal functionality prior to release dates.
• Collaborated on integration projects between Patient Portals and PAS to ensure seamless data exchange and enhance administrative efficiency.
• Partnered with Business Analyst team to document key processes and workflows for the transition of PAS to a new SaaS solution, enabling seamless knowledge transfer and supporting organizational change initiatives.
• Served as a subject matter expertise, assisting sales team in closing deals with technical demonstrations.
• Organized regular practical sessions to educate clients on product capabilities, driving deeper engagement.

• Served as a point of contact for the whole pre-upgrade process, which entails a thorough analysis of the client's architecture, workflow, and modules in use that acts as a guide to the upgrade team before a product upgrade.
• Handled escalated technical issues immediately following departmental guidelines and followed up regularly with customers and internal resources to expedite issue resolution.
• Supervised the Salesforce 'Support Issue' queue and distributed the tickets to the team according to bandwidth.
• Onboarded and trained all incoming junior tech support specialists.
• Created training documents and ensure that the documentation is up to date and accurate from a technical aspect.
• Increased productivity and operational effectiveness by cross-training other team members.
• As part of our inaugural internship program, I facilitated the process from training to evaluation with regular checkpoints to track the interns' development.

• Worked with clients to identify key business requirements, priorities, and product timelines.
• Coordinated with Level 1 & 2 technical support specialists to take over calls outside their level of support.
• Custom report formats (Order requisition, Lab report, and specimen label) creation via HTML & CSS.
• Served as the product representative internally and externally, sharing knowledge and answering questions related to the product.
• Skilled in developing IRBC labels using DYMO and Zebra frameworks.
• Worked on a number of maintenance release upgrades and patch deployments in the client's environment.
• Maintain updated knowledge of company products and services to better provide customer support and service solutions.
• Worked on Interfaces projects like sub-site setups for pre-existing EMR - LIS connections as part of cross-training.

Project: LIMS Implementation at Medya Diagnostic Centre, Iraq.

• Organized online LIMS modules (Patient Registration, Laboratory, Cardiology, and Radiology) training to end users at the diagnostic Centre.
• Arranged a brief online EMR training course for the DNB physicians.
• Coordinated with on-site lab technicians and enabled lab equipment interface.
• Worked on workflow charts and other business process modelling techniques to help clients understand the application better.
• Worked on the 'Scope of Work' document to reflect the end user's requirements.
• Coordinated with Implementation Manager and Deployment Team and made sure the Project deadlines are met within the timeframe.
• Monitored and resolved post-live issues by working together with the support team.

Project: HIMS Implementation at Gunam Hospitals, Hosur.

• Performed a complete gap analysis study to understand the existing workflow at the hospital across different departments.
• Prepared a gap fit document addressing the client's key requirements and tried to incorporate those changes in the application based on feasibility.
• Coordinated with clients regarding Master data collection and provided training on various HIMS modules to different stakeholders in the hospital.

Project: HIMS Training & LIMS Implementation at Scheer Memorial Adventist Hospital (SMAH), Nepal.

• LIMS Integration - Coordinated with SMAH Lab Technicians and facilitated lab equipment interfacing for equipments such as Abbott Architect i1000 CLIA and Radiometer ABG.
• Organized meeting minutes with SMAH COO and IT Manager and demonstrated all their gaps have been met (as per Gap Fit document) across different modules.
• Developed workflow user manual that defined the new business processes.

• Worked with the front-end development team creating software applications (LabWorks - Healthcare Electronic Order Management Suite) by applying the key principles of computer science and engineering.
• Collaborated with the Architects, Quality Analyst and Product Analyst team throughout the stages of SDLC to develop an efficient and responsive User Interface for the application software based on client needs.
• Performed manual testing and Browser compatibility Testing across different browsers and environments to get approval from QA team and clients for product deployment.
• Facilitated in Database swap processes and assisted in providing application builds to the QA team and client servers.
• Provided training and Knowledge Transfer (KT) on technology and domain to newer team members.