POOJA RAO
Millpark,Australia
Summary
Experienced Application Support Analyst with 7 years in enterprise and clinical application support. Skilled in first-level IT support, troubleshooting, and incident management, with a solid grasp of ITIL service management practices. Proficient with Windows systems and SQL databases, coupled with foundational knowledge in IT security and compliance. Committed to delivering user-focused IT solutions and rapidly adapting to new technologies.
Overview
12
12
years of professional experience
Work History
Application Support analyst
Health NZ
09.2018 - Current
- Provided application support for enterprise and clinical systems supporting frontline healthcare services across New Zealand. Work in a highly regulated environment where system availability, data accuracy, and timely issue resolution are critical to patient care and business operations.
- Supported business-critical web and desktop applications across test, QA, and production environments, ensuring operational stability and reliability.
- Investigated and resolved application incidents, working closely with developers, vendors, and business users to identify root causes and implement fixes.
- Provided ongoing production support for Patient Administration Systems (PAS), including monitoring and troubleshooting HL7 message flows and system integrations.
- Supported emergency department applications in a high-pressure clinical environment, ensuring minimal disruption to services.
- Assisted with release support by validating functionality through functional and regression testing prior to deployments.
- Logged, tracked, and managed incidents and defects using JIRA and Azure DevOps, ensuring clear communication and timely resolution.
- Contributed to continuous improvement initiatives through peer reviews and knowledge sharing, enhancing service delivery and operational efficiency.
- Key Systems & Tools: Patient Administration Systems: SIPICS (PAS), Clinical & Business Applications: EDAAG, HCS, Integrations & Messaging: HL7, Service Management: JIRA, Trello, Azure DevOps, Testing Tools: SOAP UI, Reporting & Documentation: Excel.
Automation Test Analyst
Golar Networks
11.2013 - 11.2016
- Executed automated test scripts with Selenium WebDriver and TestNG for functional and regression testing, enhancing test coverage.
- Worked as part of Agile delivery teams to support quality assurance for enterprise web and desktop applications through a combination of automated and manual testing.
- Conducted cross-browser and integration testing to validate application stability.
- Identified, documented, and tracked defects in JIRA with clear reproduction steps, facilitating timely resolution.
- Communicated testing outcomes and quality risks to stakeholders and delivery teams, ensuring informed decision-making.
- Performed manual testing and created detailed test cases and test plans.
- Supported test and QA environment setup to ensure smooth test execution.
- Key Systems & Tools: Applications: CAPS5CDR, Client Backdate, Bug Tracking: JIRA, Reporting: Excel, Azure DevOps.
Education
Bachelor of Technology (BTech) - Computer Science
Jawaharlal Nehru University
01.2009
Skills
- Application Support
- Incident Resolution
- Application Testing Support
- Functional Testing
- Regression Testing
- UAT
- Integration Testing
- Support Across QA Environments
- Support Across Production Environments
- Troubleshooting
- Root Cause Analysis
- Agile Practices
- ITIL-aligned Service Management Practices
- Problem Solving
- Time Management
- Priority Handling
- Stakeholder Engagement
- Relationship Management
- Cross-functional Collaboration
References
Available on Request
Personal Information
Citizenship: New Zealand (Full Australian work rights)
Timeline
Application Support analyst
Health NZ
09.2018 - Current
Automation Test Analyst
Golar Networks
11.2013 - 11.2016
Bachelor of Technology (BTech) - Computer Science
Jawaharlal Nehru University