Kathiravan C

Incident Management

• To deliver 24/7 support for Incident management reported by end users from Epic care Ambulatory, Inpatient, Cadence, Security, Prelude, ADT modules through Servicenow.
• Demonstrated problem solving skills and the ability to work collaboratively with Team to resolve issues.

Strong Analytical Skills

Strong analytical skills with ability to review complex data to identify trends; A keen eye for detail, and experience of producing reports.

Communication

Communicating with Business to gather more information for analyzing the recent trend Incident and to take effective action by gathering build Teams to resolve the issues.

Documentation on Recurring issues

Gathering and documenting to address the issue next time in a effective manner to address and resolve the issue quickly.

Problem Management

Discussion with Onshore on updating the Incident management documentation with brain storming session and recent analysis to address the issue in an efficient manner.

Technical support

• Resolved technical queries related to product features, functionality, installation and configuration of software applications.
• Maintained knowledge base articles to help customers resolve common issues quickly without having to contact technical support personnel.

Technical Support Representative

• Supported customers with online billing, access, and account issues.
• Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.

• Answered customer inquiries regarding product features, pricing, and availability.
• Built relationships with customers by providing friendly customer service.