CHETAN PRAKASH GAWANDE

• Played a key role in the NPI (New Product Introduction) process supporting the rollout and Service documentation of latest Varian Interoperability applications like ARIA Connect, FHIR, ARIA Events.
• Engage directly with Project/Program manager in NPI activities. Specifically assists in defining and ensuring supportability requirements are delivered per the PLC process.
• Provided systems level installation and service support and training content during new product roll out and responsible to ensure feedback is delivered and incorporated into subsequent release.
• Authors service and installation related technical documentation and communication to the field service organization.
• Worked with global enterprise support teams, product portfolio teams, and SW engineering teams to quickly address and resolve any customer open issues.
• Based on feedbacks received form Field engineers identify their top priority issues, require installability/Serviceability improvements and prepare Operational Backlog for Interoperability Engineering Teams.
  Achievements:
• Prepared Operation Backlog for ARIA Connect v4.2 release with service cost saving analysis (total tentative savings is around 1.6 million $)
• Successfully completed ARIA Connect configuration Guide (350 pages doc) update project by collaborating with IA teams and AC Engineering Team The goal was to make it simple, informative, understandable so that any new Interface Analyst can configure ARIA Connect without any formal training.

• Provide L2 support to Varian’s OIS SW (ARIA) and L3 support to Interoperability SW applications which includes, providing remote and on-site technical support to field engineers, installation engineers, and technical support personnel who are diagnosing, troubleshooting, repairing, and debugging complex computer systems, software, or networked and/or wireless systems.
• Provides systems-level installation and service support and training content during new product roll-out and is responsible to ensure feedback is delivered and incorporated into subsequent releases.
• Provides technical liaison support for field installation, warranty, and contract service to manufacturing and engineering continuous product and process improvement teams.
• Authors service and installation-related technical documentation and communication to the field service organization.
  Achievements:
• All new Install/service documentation (prepared for interoperability SW application) was published well before Target release dates.
• Prepared and published around 45 KB articles on ARIA and ARIA Connect issues with resolutions.

• L1/L2 Technical Support to Philips Customers (PACS Products), It includes
• Implementation & troubleshooting of PACS Intellispace 4.4 and iSite 3.6
• Handling issues with HIS-PACS, RIS-PACS, RIS-PACS Integration/Communication (Ex. ConnectR, Rhapsody)
• MSSQL Database administration, Troubleshooting Database problems
• Analyzing & troubleshooting various hardware components (compute/storage/Network) issues quickly and effectively that can be administered remotely
• Analyzing and troubleshooting Operating Systems issues quickly and effectively
• Product complaint data trending, root cause analysis and resolution, feedback into the R & D teams to drive improvements and recommendations for service innovation
• Bring support-services thinking and mind-set into all aspects of problem escalations, Prepare recommendations for Service Innovations
• Create and maintain documents all the actions taken during troubleshooting activity including problem description and resolution through internal tracking and knowledgebase system
• Achievement: Achieved excellent customer satisfaction score (CSAT) 9.5 (9.5/10).

• Apart from Technical support activities i was responsible for adequate Utilization of all Team members, their trainings , development program etc.

• Installation (or upgradation), Commissioning, Servicing of OIS Software (Aria, Varis-Vision, 4DITC, Argus) Treatment planning software like Eclipse, Somavision including their different versions, performing the Acceptance Test as per the procedure with the Customer
• Integration of Varian software with other DICOM modalities like CT, PET-CT, MRI, PACS and 3rd party TPS systems
• Configuring and Setting up the networks
• Fault Diagnosing, troubleshooting in Networking issues, Windows issues, OIS software service issues or application issues (Through ‘Remote Assistance’ using SMART connect software or during onsite visits)
• Windows 2003/2008 Server and Windows XP/windows 7 and MS SQL 2008 Installation and Configuration
• CA Brightstor arcserve Tape Backup Software installation and Configuration for internal, external Tape drives, Autoloaders, Tape libraries
• Juniper SSG5, 5GT Firewall installation and Configuration
• Work in compliance with Varian’s quality system
• Do 2nd Level OIS technical support for customer service representative including regional OIS engineers and Clinac field service engineers to achieve on time service issues resolution
• Pre/Post Sales support and Software project support which includes coordination with sales and software PM, to provide appropriate technical support to ensure correct understanding of customer requirements accordingly process correct sales order or project planning and then smooth execution of ARIA installations, upgrades
• Responsible to coordinate and resolved all OIS service issues, escalations in India, Srilanka, Bangladesh
• Responsible for maintaining all Varian Customer Database with their latest onsite configuration (Includes Dell HW, Varian software details, Licensing etc)
• Responsible for ‘On time Field Service reports (FSR) closing’ in IBM lotus Notes, maintain time sheet records of all OIS engineers (India) to ensure accurate company statistical data on customer oriented activities

Achievements:

• Successful implementation of ‘SMARTCONNECT’, ‘SMARTALERT’ and ‘CLINAC Smartconnect’ through broadband internet line on 95% of Varian sites in India
• Effective use of SMART Connect to troubleshoot and solved more than 70% of total ARIA problems by OIS SW Support team which helps to reduce expenditure on travel substantially for onsite service visits and achieve minimum response time and maximum customer satisfaction
• Successfully maintain more than 98% uptime for all ARIA, OIS software installed sites in India and territory (Around 150 Sites)
• Developed OIS SW technical support team and successfully handled and resolved almost 95% customer issues, technical escalations within team
• As per 3rd party customer satisfaction survey, Customer ratting for OIS SW support and its performance is always good.(Average 5.4 out of 6)
• As an instructor, successfully delivered 6 ‘4DITC Service’ training courses for Clinac Field Service Engineers at Varian training center in Mumbai
• As an instructor, successfully delivered 8 ‘OIS-Administration’ training courses for Varian Customers at Varian training center in Mumbai and Zug
• Performed key role in ISO audit when ‘Sales and Service operation’ in India of Varian Medical Systems passed the final Certification Assessment according to ISO 13485:2003 by BSI in December 2012.

• Responsible for Servicing of Linear Accelerator (CLINAC-including Low Energy, High energy machines), Cobalt Radiotherapy Units, X Ray Tube units like OBI (On board Imaging), Simulators (Ximatron)
• Responsible for maintenance and fault finding of MLC (multi leaf collimator) system, Portal Vision (imaging devices) which includes robotic arm ,electrical control circuits, fiber optic communication, networking
• Achievement:
• Handling service calls independently after 3 months of onsite training, without formal ‘Clinac Service A’ training.