Solving Puzzles, Music, Football
Joe Punnoose
Expert Technical Consultant
Pune
Summary
A total work experience of fifteen years. Experienced in diverse fields, technical support, teaching and mentoring are the predominant fields of experience held. Having complete grass root level of involvement and experience makes me proficient to understand the importance of knowledge, the implementation and sharing of that knowledge with a focus on quick turn around time of given tasks.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Expert Technical Consultant
Altera
Pune
12.2011 - 07.2023
- Projects in Healthcare IT– Paragon Registration/Scheduling/ORM, Professional EHR Clinical Transactions (Product Support) -Hosted and On-Premise Environments and Sunrise Enterprise Health Information Management.
- Interact with customers from major hospitals across the United States, United Kingdom, Canada, Australia and Singapore to help
troubleshoot and resolve highly complex product and database problems or issues. - Maintained authoritative knowledge through continued education and ongoing training.
- Analyzed client business processes to propose optimal software applications for unique requirements.
- Presented business leaders with ROI estimations to drive project planning.
- Developed technical requirement documentation for new software products.
- SME (Subject matter expert) in database issues, break-fix scenarios, express load/unload, and HL7.
Supervisor Escalation Desk - Travelocity
WNS
Pune
05.2008 - 08.2011
- Handling Incoming Customer queries for International/Domestic Vacation Package, Standalone Air, Hotel, Rental Car, and Travel Extra Reservations for new and existing reservations.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Handle Supervisor and Agent Escalation calls. Authorized to issue Travelocity Discount coupons, Waivers, Split pays etc.
- Assisting our Mentor for conducting On Job Training Batches.
- Handled sensitive information with professionalism and discretion.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
Education
Bachelor of Business Administration - Management
Amity University
Pune 07.2020 - 06.2023
Higher Secondary Certificate - Science
The Indian School
Kuwait 06.1998 - 06.1999
Secondary School Certificate - Science
The Indian School
Kuwait 06.1996 - 06.1997
Skills
Technical support expertise
Technical Trainer\Mentor
ITIL Certified (Foundation)
SQL Knowledge (Intermediate)
Application Troubleshooting
Data analysis
Change Management
Interests
Timeline
Bachelor of Business Administration - Management
Amity University
07.2020 - 06.2023
Expert Technical Consultant
Altera
12.2011 - 07.2023
Supervisor Escalation Desk - Travelocity
WNS
05.2008 - 08.2011
Higher Secondary Certificate - Science
The Indian School
06.1998 - 06.1999
Secondary School Certificate - Science
The Indian School
06.1996 - 06.1997