Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jemima Julian Wallang

Pune,Maharashtra

Summary

Experienced Process Analyst offering 10 years of experience in IT industry. Analytical and logical mindset with skill in developing actionable solutions to meet business needs. Promoting exemplary talents in documentation and reporting.

Overview

5
5
years of post-secondary education
10
10
years of professional experience

Work History

Process Analyst

Allscripts Healthcare IT
Pune, Maharashtra
12.2019 - Current
  • Increased efficiency and team performance by implementing actionable process improvements.
  • Analyzed and documented company processes for executive leadership and suggested areas for improvement.
  • Produced documentation outlining process improvement solutions.
  • Maintained authoritative knowledge on change management.
  • Processed management reports on daily basis.
  • Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
  • Performed visual assessment of products to evaluate conformance with quality standards.
  • Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.
  • Developed standard operating procedures and document workflows for current and future process steps.
  • Determined and recommended methods to address improvement opportunities.
  • Developed and executed plans to monitor standard process adherence.
  • Analyzed current business plan, identified inefficiencies in existing processes, and tracked performance following implementation of improvements.
  • Carried out day-day-day duties accurately and efficiently.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Acted as primary point of contact for third-party vendors involved in major operational changes to coordinate with external personnel.

Sr. Client Service Consultant

Allscripts Healthcare IT, Allscripts, Period
Pune, Maharashtra
03.2014 - 12.2019
  • Good overview of the health care system specially the sunrise products and its relevance in the US health care industry.
  • Have assisted L2 support for Sunrise products and have a good understanding of the product along with the terminology used in the industry.
  • This would add as a significant contributor to any product I will be working on as the other dependent modules will be factored in.
  • Mentoring the team as an SME and assisting them with any queries that they may have on calls or with cases.
  • Managed the team solely during the absence of the management.
  • Also, took escalation calls.
  • Appropriate feedbacks given to my co-workers to overcome their work challenges.
  • This helps them in improving their individual metrics.
  • Queue Monitoring – Involved routing cases to various teams across Allscripts based on the product and issue mentioned in the case.
  • Train new joiners on how to properly address customer or product problems.
  • I have a finely tuned verbal, written, organizational and interpersonal communication skills which naturally gravitate towards working with others.
  • Run and publish various daily reports to the team.
  • Working as L1 Support for almost all the Allscripts Products for production environments like Hosted, ASP and On-Premises including but not limited to Cloud, Pro Beau, Sunrise, ePrescribe, Care Management …etc.
  • Support ticket classification, Re-prioritization, User clarification.
  • Track and document inbound support requests and ensure proper notation of customer problems/issues and solutions.
  • Interact with customers to help troubleshoot and resolve complex product problems or issues.
  • Diagnose and resolve customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements.
  • Co Originated with Legal and Upgrades team to process Vendor Verification Letter for Meaning Full Use.
  • Identified and mitigated team’s challenges (Backlog, NCT and 3DR) Main Achievements:.
  • Promoted as a Client Service Consultant in 2015.
  • Promoted as a Senior Client Service Consultant in 2018.
  • Was awarded as Employee of the Month 5 times in 2015-2017.
  • Got an opportunity to train new hires on GSC Process.
  • Being recognized as a reliable resource.
  • Got an opportunity to work on pilot processes in GSC and Quality Audit.
  • Extra-Curricular Activities:.
  • Mega Inter Collegiate Technotainment, January 11, 2011.
  • Techno Crime PPT Competition, March 18, 2010.
  • Inter Collegiate Basketball Tournament, 2010.
  • Power Point Presentation Competition, January 30, 2009.
  • N.E.S.T(National Employability skills test), March 20, 2009.
  • Carried out day-day-day duties accurately and efficiently.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Developed and maintained courteous and effective working relationships.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Offered friendly and efficient service to all customers, handled challenging situations with ease.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Identified issues, analyzed information and provided solutions to problems.
  • Served customers in a friendly, efficient manner following outlined steps of service.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Resolved problems, improved operations and provided exceptional service.
  • Used coordination and planning skills to achieve results according to schedule.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Delivered exceptional level of service to each customer by listening to concerns and answering questions.

Technical Support Engineer

Mphasis an HP company, Bank of America
08.2011 - 02.2014
  • Troubleshoot and Diagnose technical issues, Network Security, and Backup/Restore initiatives.
  • Worked as Level 2 Support for Bank of America Employees for any IT related issues.
  • Single point of Contact for any Process related queries, and responsible for documentation and updating of Process.
  • Install, Configure and Troubleshoot Computer hardware, Operating Systems, Network Configurations and Software’s.
  • User Administration (setup and maintaining account), Maintaining System.
  • Verifying the Network Down / Server down Issues & creating severity 1 tickets & following up with Command Center.
  • Troubleshooting & Managing HP Dispatch & Onsite Support Team Tickets.
  • Install Hardware, Applications, Maintain LAN / WAN / Wireless networks, Support Remote Access and VPN users.
  • Accurate logging of all trouble tickets accurately as per the IT department best practices, maintaining complete documentation of problem cause, impact and resolution.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Provided guidance on installing and integrating new hardware components and software to remote clients.
  • Performed root cause analysis of reported issues to decisively discern and enact corrections.
  • Maintained personal repository of technical knowledge used to hone responses and shorten remediation times.
  • Served as primary point of contact for support relating to owned solutions and products.
  • Maintained response times in compliance with internal policies to support business continuity.
  • Documented reported faults and bugs for referral to development staff's use in iterative updates.
  • Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
  • Configured hardware, devices and software to set up work stations for employees.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Education

Bachelor of Computer Applications -

Bharati Vidyapeeth University - Institution of Management And Entrepreneurship Development
06.2008 - 06.2011

Higher Secondary School Leaving Certificate - Science And Computer

E.D. Thomas Hr. Sec. School
Tamil Nadu
03.2006 - 03.2008

Secondary School Leaving -

Brookside Adventist School
Shillong

Certificate - undefined

Skills

Reporting skills

undefined

Timeline

Process Analyst

Allscripts Healthcare IT
12.2019 - Current

Sr. Client Service Consultant

Allscripts Healthcare IT, Allscripts, Period
03.2014 - 12.2019

Technical Support Engineer

Mphasis an HP company, Bank of America
08.2011 - 02.2014

Bachelor of Computer Applications -

Bharati Vidyapeeth University - Institution of Management And Entrepreneurship Development
06.2008 - 06.2011

Higher Secondary School Leaving Certificate - Science And Computer

E.D. Thomas Hr. Sec. School
03.2006 - 03.2008

Certificate - undefined

Secondary School Leaving -

Brookside Adventist School

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Jemima Julian Wallang