Ajay Sheelvant
Bangalore
Summary
Highly skilled IT Support Manager with over 13 years of IT experience, which includes over 7 years of leading team to execute IT initiatives and to achieve goals set by organisation. 10 + Years of professional experience on US HealthCare Industry. HL7 Integration ( an HL7 module for US Clients) Major Incident Manager Strong troubleshooting experience with application upgrades/Installs/Migration and patching 3+ Years of professional experience on Database warehousing concepts.
Overview
15
15
years of professional experience
3
3
Languages
Work History
Major Incident Manager
NextGen Healthcare Private limited
- Overseeing the incident management process and team members involved in resolving the incident
- Responding to a reported service incident, identifying the cause, and initiating the incident management process
- Prioritizing incidents according to their urgency
- Collaborating with the incident management team to ensure all protocols are diligently followed
- Logging all incidents and their resolution to see if there are recurring malfunctions
- Communicating with upper management if major issues are found in the IT system
- Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks
- Basic understanding of ITIL Information Technology
Associate Manager
NextGen Healthcare Private limited
12.2023 - Current
- Effectively managed team members in all offices, (Horsham, Bangalore)
- Responsibilities included weekly/monthly/quarterly case queue reviews
- Managing client escalations for LCUG accounts, including prompt status reports for Senior Leadership
- Responsible for the training and onboarding of new hires, including preparing them for full support call rotation within two months
- Facilitate training to each individual and for the team to ensure that they are well trained to handle various and new applications
- Strive hard to meet the SLO's, FY25 Goals and case milestones (FR, Meaningful update, Valid client contact) set by the organization
- Handle after hour P1 cases without impacting clients business
- Collaboration with internal teams like EHR, PM and Tech support on cases for quicker resolution
Associate Manager
NextGen Healthcare Private limited
12.2022 - 12.2023
- Manage a team of 9 IT technical resources - 5 in India and 4 in Horsham (US) in everyday operations, Priority of trouble tickets and prompt completion
- Hires, evaluates, and counsels staff, Provides guidance, training, and motivation to develop staff
- Sets performance Goals, reviews performance, provides feedback, and recommends salary actions (appraisals) in accordance with HR policies and procedures
- Coordinates heavily with US based project and resource managers to ensure resource and support requirements are met
- Managing KPIs of team and individual
- Responsible for building a framework to provide follow the sun operations and daily operational handoff between US + India with no degradation in services
- Manages the planning and implementation of projects, including the project schedule, resources, reports, and communication of project status
- Develops and implements changes to department policies and procedures to meet changing business needs
- Identifies opportunities for continuous improvement
- Leads quality initiatives to improve the delivery of service levels
- Works with Principal and senior management in the planning, development, and execution of short- and long-range goals
- Train techies on troubleshooting steps and various newer products and software to be supported under contract
- Provide daily and weekly reports for all locations to higher command
- As well as attend meetings to discuss personnel changes, current projects and timelines
- Provide complex installation, Integration, Configuration, administration and maintenance support
- Create and update documentation with steps and procedures used for upgrade/installs and migrations
Patch Management administrator or senior specialist 2
NextGen Healthcare Private limited
11.2019 - 12.2022
- Responsible for assessing and distributing weekly patches work requests
- Deploy software updates for various NextGen applications and Products
- Prioritize and coordinate patches and software testing schedules
- Troubleshoot and fix issues at the time of installs and upgrades
- Take ad hoc projects like API updates/PXP Athena updates/Medfusion Migration and come up with a plan and document which can be followed all across the organization
- Develop test plan and test-cases to demonstrate application/database readiness post migration
- Work closely with application teams to develop a migration plan and ensure business functionality and SLAs are met
- Actively involved in BETA package upgrades and installs for clients who have enrolled for BETA programme
Patch Management associate or senior specialist 1
NextGen Healthcare Private limited
10.2017 - 10.2019
- Ensuring all upgrades (Test and Prod) are done or reassigned and making sure it's completed on time
- Interacting with console development team for console development
- Working with technical services team on Data Archiving issues
- Any other Inter department relation/communication and Individually/Team
- Working with internal teams (Like sales, implementation team on Beta upgrades)
Project Co-ordinator
NextGen Healthcare Private limited
10.2016 - 09.2017
- Responsible for Nextgen Product upgrades on Test and production environments (KBM, EHR, Core, ancillary, Medfusion and Patient portal products), migrations, Hotfix released installation and patch management
- Troubleshooting the queries which are taking longer time for executions (SQL profiler)
- Responsible for reproducing product issues/bugs in house and documenting the same before handing over to research and development team
- Cleansing clients data (After seeking permission) using various SQL queries (DML and DDL commands and Informatica Cloud)
- Perform manual backup/restore of databases (From Prod to Test) and creating environment for clients
- Build custom SQL scripts to alter/update/modify tables within Nextgen databases
- Troubleshoot network/database connectivity for accessing Nextgen proprietary applications on both FAT and THIN environments
- Setting up jobs for Data Retention and Archiving (Short term storage and long term storage) using NextGen on premise tool
- Upgrades and Troubleshooting via WebEx, LogMeIn and phone
- Backup and restore of SQL server DB
Technical Support Analyst
Informatica Business solutions PVT LTD
01.2010 - 04.2013
- Company Overview: on Concentrix payroll
- Responsible for providing technical support for Informatica Cloud Data Integration Tool
- Responsible for providing technical support to Trial clients and working closely with sales and marketing people
- Use to provide demo for Trial customers and set up integration jobs (Workflows) for clients
- Assisted in setting up salesforce.com/CRM integration jobs
- Responsible for reproducing product issues/bugs in house and documenting the same before handing over to research and development team
- Tested and recommended expressions/function to end user as per the requirement
- Tested and recommended windows batch script to be integrated with cloud
- Troubleshooting via WebEx and phone
- Sharing knowledge with direct colleagues and with other departments
- Contribute to building a forum with frequently asked questions (FAQ,s)
- Responsible for filing the bug request
- Suppose if customer reports any bug, test it in-house by creating the same environment on Informatica Cloud, if issue persists then report it to QA for the EBF
- On Concentrix payroll
Trainer
SYSTEM DOMAIN
12.2009 - 01.2010
- Worked as trainer on SQL AND Fundamentals 1 of Oracle 10g
Firstsource: SKY Broadband
12.2008 - 11.2009
- Handling UK customers
- Providing Technical support to customers over phone and emails
- Handling escalation call and providing floor support
Education
Oracle 9i - SQL, PLSQL, Oracle 9i fundamental 1 and 2 with Database Administration
SQL Star International
Skills
IT Operations Management
Power BI
Windows servers
SQL server DB
Salesforce CRM
ITIL
Calendily
Oracle
MySQL
mongo DB
Salesforce
SQL Server
MS Access
Informatica Cloud
Power Center
Windows XP
Windows 7
Linux
SQL
PLSQL
Personal Information
- Date of Birth: 11/30/YY
- Marital Status: Married
Timeline
Associate Manager
NextGen Healthcare Private limited
12.2023 - Current
Associate Manager
NextGen Healthcare Private limited
12.2022 - 12.2023
Patch Management administrator or senior specialist 2
NextGen Healthcare Private limited
11.2019 - 12.2022
Patch Management associate or senior specialist 1
NextGen Healthcare Private limited
10.2017 - 10.2019
Project Co-ordinator
NextGen Healthcare Private limited
10.2016 - 09.2017
Technical Support Analyst
Informatica Business solutions PVT LTD
01.2010 - 04.2013
Trainer
SYSTEM DOMAIN
12.2009 - 01.2010
Firstsource: SKY Broadband
12.2008 - 11.2009
Major Incident Manager
NextGen Healthcare Private limited
Oracle 9i - SQL, PLSQL, Oracle 9i fundamental 1 and 2 with Database Administration
SQL Star International