GITESH DHURWE
Pune
Summary
Experienced Product Analyst with expertise in healthcare IT solutions, technical support, and data analysis. Proficient in analyzing business processes and translating them into actionable technical specifications. Skilled in writing complex Transact-SQL queries, managing dashboards, and collaborating with cross-functional teams to resolve technical issues. Strong leadership abilities demonstrated through leading teams, troubleshooting application failures, conducting knowledge transfer sessions, and delivering high-quality client support throughout a 5+ year career.
Overview
5
5
years of professional experience
Work History
Senior Technical Support Consultant
Altera Digital Health
01.2024 - Current
- Led a team of consultants in delivering technical support, ensuring efficient case management, and resolution of complex issues.
- Promoted product value by engaging with customers, addressing their challenges, and ensuring a high level of satisfaction.
- Collaborated with Development and QA teams to suggest and implement product enhancements based on customer feedback.
- Developed and implemented a proactive alerting system using LogicMonitor tool for application failures, enabling early detection and resolution of issues, significantly improving client satisfaction, and reducing downtime.
- Led knowledge training sessions for new hires and managed case review meetings to resolve long-standing issues.
- Provided actionable plans for case management, ensuring optimal team performance.
- Built dashboards in ServiceNow to track KPIs, SLAs, and manage day-to-day operations.
- Managed the installation and maintenance of third-party vendor applications integrated with Altera products.
- Authored knowledge base articles to streamline knowledge transfer across teams.
Technical Support Consultant
Altera Digital Health
05.2022 - 01.2024
- Supported acute healthcare applications, including PowerBuilder and web-based platforms, focusing on IIS management.
- Resolved application performance issues by addressing slow-running stored procedures, index fragmentation, and more.
- Connected with end users and explored their experiences to gather insights and refine product features.
- Conducted smoke testing for new releases and proposed modifications for continuous improvement.
- Cross-trained in multiple Altera Healthcare products to ensure comprehensive support across modules.
Associate Technical Support Consultant
Allscripts India
09.2019 - 05.2022
- Served as a Subject Matter Expert (SME) for various application features, including Eligibility Checks and Real-Time Benefit Information
- Collaborated with implementation teams, integrating new features and resolving issues with immunization registries
- Developed temporary workarounds and collaborated with development teams to implement long-term solutions
- Contributed to product improvements by gathering and analyzing customer feedback, and distilling insights for the product team.
- Played a crucial role in bug identification and reporting, contributing to prompt issue resolutions.
Education
Bachelor of Engineering - Electrical, Electronics and Communications Engineering
P.E.S Modern College of Engineering
01.2013
Higher Secondary - Science
Walchand College of Arts and Science, Solapur
01.2009
Skills
- Product Support: Expert in providing product support and resolving complex technical issues
- Data Analysis: Proficient in writing and optimizing complex SQL queries, with experience using Python for data analysis
- Data Visualization: Familiar with Tableau for creating insightful visualizations to track product performance and user behavior
- Microsoft SQL Server: Skilled in managing and troubleshooting databases
- Microsoft Azure Infrastructure: Basic familiarity with Virtual Machines, Virtual Networking, IAM, and Vnet Peering
- PowerBuilderApplication Support: Strong background in supporting PowerBuilder-based applications
Timeline
Senior Technical Support Consultant
Altera Digital Health
01.2024 - Current
Technical Support Consultant
Altera Digital Health
05.2022 - 01.2024
Associate Technical Support Consultant
Allscripts India
09.2019 - 05.2022
Bachelor of Engineering - Electrical, Electronics and Communications Engineering
P.E.S Modern College of Engineering
Higher Secondary - Science
Walchand College of Arts and Science, Solapur
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