Daxesh Nayak

• Currently working as Team lead ECS Support team, handling a team that provide technical support to Healthcare professionals over phone and emails
• Handling level 2 escalations that require immediate and critical attentions
• Working closely with onshore subject matter experts, well versed in designing support process documents and refining business process to make it simple and effective for team to follow
• 6+yrs of experience managing support of EHR and EMR in Healthcare-IT having worked with different EMR and EHR applications and ticketing systems such as Eclinicalworks, Shareable Ink, Service Now, BMC, Cherwell, etc.
• Managed schedules, accepted time off requests and found coverage for short shifts.
• Coached team members in techniques necessary to complete job tasks.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Designed strategic plan for component development practices to support future projects.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.

Project Details

• To analyze performance of our vendor and In-house Applications and provide technical support/assistance to end users. Which includes, to troubleshoot/resolve any issues with the applications encountered by users or escalating such technical bugs to the app development team after gathering all necessary data and test the functionalities of production environments
  after issues have been fixed.
  • 8+ Years of experience in managing EMR & PACS Support in Healthcare-IT having worked with different EMR and PACS
  applications and ticketing systems such as eClinicalWorks, Shareable Ink (AIMS), MERGE PACS, Service Now, BMC, Cherwell,
  etc.
  • Handling escalated issues, ticket generation, and meetings/calls with clients, meeting with Customers and directors to provide the root cause and solution to any problem occurred. Responsible for raising defects in the functional areas of our Clinical Applications after performing necessary analysis and troubleshooting and when required reporting it to the L2 and L3 team to provide further help resolve the problem.
  • For PACS Support, I was responsible for DICOM Troubleshooting, DICOM Services Configuration, and DICOM Network Building. Provided remote support for US clients, monitoring/maintenance of the PACS servers installed in client hospitals.
  • Provide support for PACS Server, PACS Workstations and RIS clients, Window client / Server, Network infrastructure and other Clinical Applications.
  • Responsible for monitoring application and network & server performance through tools like Solarwind.

• To analyze performance of our vendor and In-house Applications and provide technical support/assistance to end users
• Which includes, to troubleshoot/resolve any issues with applications encountered by users or escalating such technical bugs to app development team after gathering all necessary data and test functionalities of production environments after issues have been fixed
• Currently working as Senior Application Analyst where I am handling escalated issues, ticket generation, and meetings/calls with clients, meeting with Customers and directors to provide root cause and solution to any problem occurred
• Responsible for raising defects in functional areas of Clinical Applications after performing necessary analysis and trouble-shooting and when required reporting it to L2 and L3 team to provide further help resolve problems.
• Well versed with Out Patient and In Patient work flows in hospital tasks which includes resource allocation, roles and responsibility assignment within applications.
• Optimized clinical workflows for improved efficiency and patient outcomes
• Conducted thorough analyses of existing systems to identify areas for improvement and optimization
• Established effective communication channels between IT professionals and healthcare staff, fostering a collaborative work environment

• Attending chats and calls for Vodafone Customers about sim service contracts
• Providing information about website to users, help them in registration and internet connection issues providing best customer services
• Resolving any conflict in billing and other issues related to sim services provided by Vodafone to their customers.

• Handling outbound calls to all domestic hotels in contract with makemytrip.com and maintaining status of allotted inventory of rooms and also solving any queries and issues for Hotels as well as customers regarding booking made online or offline.