Abhinav Chopra
Mohali
Summary
With a proven track record at Edifecs, I excel in leading teams to enhance operational processes and project outcomes, achieving a notable 20% reduction in product issues. My expertise spans team leadership and operations process improvement, underscored by adept troubleshooting and a collaborative approach, driving both innovation and client satisfaction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Engineering Support Manager
Edifecs
Mohali
04.2024 - Current
- Team Leadership: Supervise and mentor engineering support staff, promoting a collaborative and productive work environment
- Process Improvement: Identify and implement process enhancements to increase efficiency and effectiveness in engineering operations.
- Project Coordination: Work closely with project managers to align engineering support activities with project goals and timelines
- Stakeholder Communication: Serve as a liaison between engineering teams and other departments, ensuring clear communication of needs, challenges, and progress
- Technical Support: Provide expert guidance on engineering projects, troubleshooting complex issues, and facilitating problem-solving
- Performance Monitoring: Track key performance indicators (KPIs) to assess the effectiveness of engineering support, and implement necessary changes.
- Leadership in Team Management: Successfully led and directed teams comprising Subject Matter Experts (SMEs), Leads, and Technical Account Managers (TAMs), fostering a collective focus on customer success within a managed services framework.
- Post-sales Support and Solution Delivery: Emphasized on delivering comprehensive post-sales support, providing tailored solutions, and maintaining top-notch managed operations to ensure sustained customer satisfaction.
Lead-Engineering Product Operations
Edifecs
04.2022 - 04.2024
- Directed a team of product support specialists to deliver prompt and proficient resolutions to customer inquiries and technical challenges
- Spearheaded the implementation of new support procedures and training initiatives to boost operational productivity and elevate customer satisfaction scores
- Coordinated with interdisciplinary teams to identify and rectify product quality concerns, leading to a notable 20% reduction in reported issues
- Evaluated customer feedback and usage statistics to guide product enhancements and prioritize feature developments for upcoming release
Senior Operations Engineer
Edifecs
04.2019 - 04.2022
- Manage end to end operations for Edifecs hosted or customer hosted application instances including deploying upgrades, making configuration changes, managing day to day submission operations, building custom tools and utilities, creating adhoc reports / queries
- Provide technical support to enterprise clients related to technical and operational aspects of the products
- Partner with Product Support Engineers and development teams as necessary to troubleshoot issues and implement resolutions
- Analyze application and database performance, identify bottlenecks and provide fix/ report to the development team for a fix
- Provide workarounds or temporary fixes to the client to avoid processing disruption
- Create and provide ad hoc reports based on need to support the client operations
- Proactive management of submission cycles, and reactive management of customer reported cases / issues
- Plan and execute encounter submissions workflow including schedule management, batch management, file monitoring, and potential automation implementation
- Deliver a consistent, responsive and satisfying customer experience with each contact
- Collect all necessary problem details from customers to be able to effectively see the problem to resolution
- Successfully reproduce customer issues in a controlled test environment
- Follow standard operational procedures for case management
- Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics
- Update knowledge base / create reusable documents, originating from patterns observed during customer issue troubleshooting
Product Specialist
Edifecs
Bellevue
08.2016 - 04.2019
- Coordinate and communicate with the client post-sale to develop an implementation plan for implementing and configuring a purchased Edifecs solution based upon a client's individual needs
- Collaborate with the Edifecs Implementation Architect / Technical Project Manager to formulate the architecture, implementation strategy/schedule and operational plan
- Install, upgrade and configure Edifecs products at client site
- Integrate Edifecs products with other software assets/processes at customer site
- Coordinate with other Client Services, Product and Development team members to meet development and configuration milestones, being able to develop guidelines, programs, tasks, reports, etc
- To meet the client's requirements
- Provide post- implementation support during the transition from implementation to maintenance
- Provide software and client specific training, and develop training documentation based on present standards and client needs
- Mentor and train internal teams upon Edifecs products and customer custom components
- Work with customer as a SME upon purchased Edifecs products and solutions
- Strong written and verbal presentation skills required
- Must be comfortable interacting with client's technical teams
- Must be able to manage or participate in the testing and release cycle tasks for deployment of Edifecs products and services at client sites
- Must be able to create detailed user and operational documentation to support the deployment of products and services at client sites
- Must be comfortable delivering technical training at customer sites as part of the customer's software release and deployment cycle
- Excellent communications, presentation and interpersonal skills
Associate Product Specialist
Edifecs
06.2013 - 08.2016
- Work with customer as a SME upon purchased Edifecs products and solutions
- Strong written and verbal presentation skills required
- Must be comfortable interacting with client's technical teams
- Must be able to manage or participate in the testing and release cycle tasks for deployment of Edifecs products and services at client sites
- Must be able to create detailed user and operational documentation to support the deployment of products and services at client sites
- Must be comfortable delivering technical training at customer sites as part of the customer's software release and deployment cycle
- Collaborate with the Edifecs Implementation Architect / Technical Project Manager to formulate the architecture, implementation strategy/schedule and operational plan
- Install, upgrade and configure Edifecs products at client site
- Integrate Edifecs products with other software assets/processes at customer site
- Coordinate with other Client Services, Product and Development team members to meet development and configuration milestones, being able to develop guidelines, programs, tasks, reports, etc
- To meet the client's requirements
Software Engineer
Velos
Mohali
01.2011 - 05.2013
- Manages requests for technical support
- Escalates defects to QA for review, and enhancement requests for Product Management review
- Resolves issues related to database issues or application code issues
- Escalates technical issues that are verified as application bugs
- Works with the customer until issues resolved
- Escalates high priority or high impact items to the support Manager
Senior Technical Support Associate
Dell International Services
Mohali
06.2008 - 12.2010
- Provide client support and technical issue resolution via E-Mail, phone and other electronic medium
- Configuration of client's equipment to connect to the Internet via modem/DSL Router (Dialup/DSL customers only)
- Configure software to connect to Internet application servers
- Provide training to clients in the use of system and applications as related to Internet
- Obtain general understanding of OS and application operations related to company offered services
- Identify and correct or advise, on operational issues in client computer systems
Education
B.Tech - Electronics and Communications Engineering
Guru Nanak Dev University
Amritsar01.2005
Skills
- Team Leadership
- Project Management
- Operations Process Improvement
- Team collaboration
- Debugging techniques
- Client requirements
Personal Information
Title: Engineering Support Manager | US Healthcare
Certification
- HIPAA Training
- Linux command line
- Learning Cloud Computing: Cloud Security
- CertificateOfCompletion_Azure
- Medicare Parts C and D General Compliance Training
- Learning Docker
- AWS Networking
Awards & Recognition
- Appreciation Award
- Gratitude Award
- Outstanding Performance Rating Award
- Excellence Award
- Employee of the Quarter
Timeline
Engineering Support Manager
Edifecs
04.2024 - Current
Lead-Engineering Product Operations
Edifecs
04.2022 - 04.2024
Senior Operations Engineer
Edifecs
04.2019 - 04.2022
Product Specialist
Edifecs
08.2016 - 04.2019
Associate Product Specialist
Edifecs
06.2013 - 08.2016
Software Engineer
Velos
01.2011 - 05.2013
Senior Technical Support Associate
Dell International Services
06.2008 - 12.2010
- HIPAA Training
- Linux command line
- Learning Cloud Computing: Cloud Security
- CertificateOfCompletion_Azure
- Medicare Parts C and D General Compliance Training
- Learning Docker
- AWS Networking
B.Tech - Electronics and Communications Engineering
Guru Nanak Dev University
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