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
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
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