Jasmeet Singh
Solutions Engineering DIrector
New Delhi
Summary
Profile Summary Seasoned & result driven professional with more than 19 years of healthcare domain experience in System Implementation, Solution Architecture, Pre-Sales & Post-Sales Support. Currently working as Senior Director in My Personal Health Record Express Pvt. Ltd. Togaf 9 Foundation certified with proven experience in Solution Design & Systems Implementation in Healthcare Domain. In-depth knowledge healthcare standards like HL7, FHIR and DICOM. Strong interpersonal and communication skills. Ability to proactively understanding the customer needs & working upon them to ensure smooth processes & overall customer satisfaction.
Overview
20
20
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Senior Director
My Personal Health Express (MphRx) Pvt. Ltd
New Delhi
03.2011 - Current
- MphRx (My Personal Health Records Express) offers a cloud-based solution for storing, retrieving, and sharing complete health records, including radiological images, among patients, Care Delivery Organizations (CDOs) and insurers worldwide
- MphRx’s leading solution worked open standard like HL7, DICOM, FHIR and SMART
- Solutions and Data Engineering
- Lead a team of solutions architects and implementation engineers responsible for deploying Minerva based solutions on Agilon customers and partners practices
- Design and implement integration architectures to streamline faster partner on boarding
AVP, Solution Design
My Personal Health Express (MphRx) Pvt Ltd
- Communicated business concepts and expected functional behavior to developers and other stakeholders.
- Helped VPs add value and growth to annual sales volume.
- Designing solutions based on MphRx & partner products to meet the customer requirement
- Review, interpret and respond to RFPs, RFIs and proposals to ensure alignment between customer expectations and current or future company’s product capabilities
- Conducting demos and technical workshops with the customer teams during requirement gathering and discovery phase
- Designing cost and pricing structures for opportunities for sales team during contracting phase
- Provide inputs towards technical investments and platform roadmap to develop the product and architecture to meet the changing market needs.
Professional Services Manager
My Personal Health Express (MphRx) Pvt. Ltd
New Delhi
- Responsible for managing a client implementation projects from initial Install to Go Live phase
- Responsible for finalizing the solution to be delivered to the customer
- Leading various integration and implementation efforts during the implementation projects
- Project scoping, planning, managing and execution of all stages of MphRx solution implementations
- Leading project planning activities like risk analysis, requirement analysis, stake holder identification etc
- For each project phase and monitored progress to meet deadlines & standards
- Generating project plan and ensure all required stake holders are involved and are on track
- Coordinating with internal teams for to identify and monitor issues, impacts and dependencies
- Tracking and controlling project performance to ensure all quality checks & deadlines are met
- Generation of training documents for customers
- Have successfully completed multiple onsite/off-shore implementations of Minerva - MphRx’s proprietary healthcare inter-operability platform.
- Oversaw product and project implementation services.
- Developed goals and objectives for conducting short and long-range strategic planning.
- Communicated with business stakeholders and IT leadership to facilitate awareness of progress, risks and results.
- Managed portfolio of up to 5 concurrent client projects.
- For Pre-Sales teams on RPFs, proposal reviews, estimations, POCs etc
- Conducting customer demo/training and feedbacks sessions
- Created the entire implementation and hand-off processes for MphRx.
Technical Services Manager
My Personal Health Express (MphRx) Pvt. Ltd.
New Delhi
- Responsible for setting up 24x7 Support & Implementation team for MphRx
- The team is responsible for supporting, maintaining MphRx’s proprietary applications running on Virtual Machine with Ubuntu operating system
- Responsible for managing a team of Technical Service Engineer who provide technical support & implementation services for MphRx clients
- Ensuring compliance of Service Level Agreements agreed with the client
- Relationship management with the MphRx clients
- Participating in pre-sales demos & post-sales training for clients
- Handling and coordinating integration activities for new customers
- Budget & resource planning for major implementation projects
- Have set up support processes & tool (like Zabbix, Nagios, vTiger) for the technical services team
- Work with development team for designing tools for support & monitoring.
Lead Technical Analyst
Apollo Health Street Pvt. Ltd.
New Delhi
06.2005 - 01.2011
- Lead multiple large scale implementation projects for the client
- Subject Matter Expert for, products and Healthcare standards during implementation, migrations, and upgrades
- Coordinating with internal teams and external stakeholders to ensure completion of projects within the agreed deadlines and quality metrics
- Identify, document, and create Action Plans for key issues affecting Merge Healthcare’s install base
- Providing Level 3 & 4 support to the customer
- Liaison for Service Operations to Software Engineering for new feature development and bug fixes
- Develop knowledge base articles and associated training materials
- Serve as the primary technical representative for Support Operations in cross-functional event and projects
- Work with Service Management to assess Operation Impacts
- Coach and mentor to service engineers to provide 1st & 2nd line of support for our product
- Drive continuous improvement initiatives within the Support Operations department
- Provide training programs and material to employees and customers
- Develop automation scripts in Perl, Python & Shell scripting to automate various intricate support services activities.
Team Leader
Apollo Health Street Pvt. Ltd.
- Responsible for managing a team of service engineers providing 1st & 2nd line of support to our product
- Ensuring compliance of Service Level Agreements agreed with the client
- Data Mining and working with the Senior management in designing continuous improvement projects
- Generating weekly performance/progress reports for Senior Management using MS Excel & Crystal Reports
- Successfully managed the development & implementation of IT Service Desk application for Apollo Health Street – Delhi office
- Have a track record of consistently meeting & exceeding the SLA ratios across the floor
- Have been awarded with Performance Excellence Award for playing key role in removing a backlog of almost 100 tickets across floor & handling maximum number of technical escalations
Support Service Engineer
Apollo Health Street Pvt. Ltd.
New Delhi
- Support Service Engineer
- Maintaining client hospital networks containing, clusters and, (now part of IBM Watson) proprietary software deployed over the Linux operating system with Oracle database
- Troubleshooting the problems reported by clients via multi-contact channels (remote logins, email & phone)
- Doing maintenance work, checking for backups, and taking manual backups (if necessary)
- On-call SWAT team engineer on weekends for customer calls and auto-generated alerts
- Develop training documents, knowledgebase articles & troubleshooting flow-charts
- Provide L2 support for Front Line Service Engineers
- Trained on DICOM & HL7 standards and various healthcare data protection acts like HIPAA.
Offline Support Representative (Technical Support Officer
Convergys India Services Pvt. Ltd
Gurgaon
11.2003 - 06.2005
- Convergys is a global leader in relationship management
- We deliver a broad range of customer and HR solutions, backed by technology, business analytics and consulting services that help create valuable relationships between our clients, their customers, and their employees
- Convergys help our clients recruit, service and retain customers and employees using innovative technologies that increase efficiencies, satisfaction, loyalty and workforce effectiveness – while decreasing costs
- 2 – Microsoft Process)
- Resolving escalated issues & finding resolution for new upcoming issues
- Handling extremely irate customers and recovering customer satisfaction
- Providing resolution to frontline agents who call up the mentor line for advice on live calls
- Provide training sessions on customer handling and technical issues for the frontline agents
- Received numerous accolades from senior management for consistently providing excellent service and tactfully resolving sensitive issues.
Technical Support Officer
Microsoft
- Process)
- Interact with US based customers over multi-modal contact channels & provide trouble-shooting support for Microsoft operating systems (Windows XP Home Edition and Windows XP Professional edition)
- Provide effective response for problems in setup, networking, printers, internet connectivity and applications
- Assist and mentor support professional on the floor for overall development of quality & concepts
- Selected to coach and mentor new customer service representatives for call opening and call handling
- Achieved perfect score on all phone monitors throughout tenure.
Education
Bachelor of Computer Application (BCA) -
I.GN.O.U
Computer Programming
Aptech Education
New Delhi, India 12.1999 - 11.2001
Skills
HL7
undefinedCertification
TOGAF 9 Foundation
Timeline
TOGAF 9 Foundation
12-2022
Senior Director
My Personal Health Express (MphRx) Pvt. Ltd
03.2011 - Current
ITIL Foundation Certification for IT Service Management (V3)
05-2008
Lead Technical Analyst
Apollo Health Street Pvt. Ltd.
06.2005 - 01.2011
Offline Support Representative (Technical Support Officer
Convergys India Services Pvt. Ltd
11.2003 - 06.2005
Computer Programming
Aptech Education
12.1999 - 11.2001
AVP, Solution Design
My Personal Health Express (MphRx) Pvt Ltd
Professional Services Manager
My Personal Health Express (MphRx) Pvt. Ltd
Technical Services Manager
My Personal Health Express (MphRx) Pvt. Ltd.
Team Leader
Apollo Health Street Pvt. Ltd.
Support Service Engineer
Apollo Health Street Pvt. Ltd.
Technical Support Officer
Microsoft
Bachelor of Computer Application (BCA) -
I.GN.O.U
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