MARK MENEZES
Healthcare IT Support Specialist
Pune,MH
Summary
Positive and resourceful, with strong aptitude for problem-solving and customer service. Possesses foundational knowledge in IT systems and networks, coupled with skills in troubleshooting and technical diagnostics. Ready to drive customer satisfaction and streamline support processes.
Overview
14
14
years of professional experience
2013
2013
years of post-secondary education
1
1
Certification
Work History
Expert Technical Support Consulant
AlteraHealth
01.2024 - Current
- Collaborated with cross-functional teams to develop innovative solutions for complex technical problems.
- Assisted in the development of internal knowledge base content as a subject matter expert on various topics.
- Delivered comprehensive training sessions for new staff members, ensuring a thorough understanding of company procedures and tools.
- Contributed to the successful launch of new products by thoroughly testing features and providing insightful feedback for improvements.
- Established strong relationships with clients, fostering trust and loyalty through exceptional communication skills and professionalism.
- Participated actively in continuous learning opportunities to maintain proficiency in relevant technologies and methodologies.
Sr. Technical Support Consultant
Allscripts India Pvt Ltd
10.2021 - 12.2023
- Enhanced customer satisfaction by resolving complex technical issues promptly and efficiently.
- Conducted in-depth analysis of customer satisfaction survey data, identifying areas for improvement and implementing targeted action plans.
- Participated in after-hours on-call rotations, providing reliable emergency support coverage for critical incidents.
Technical Support Consultant
Allscripts India Private Limited
08.2019 - 09.2021
- Contributed to the Password Project to ensure clients maintain strong server passwords.
- Diagnosed and resolved customer inquiries regarding system configurations, product functionality, and bugs/enhancements via telephone and the Internet.
- Assisted with the renewal of EPCS certificates.
- Developed and facilitated training sessions for the chat process.
- Led product training sessions for both internal and external stakeholders during meetings.
Support Consultant
Allscripts India Private Limited
11.2016 - 08.2019
- Diagnose and resolve customer inquiries or issues via phone and the Internet, focusing on system configurations, product functionality, and bugs/enhancements.
- Track and document incoming support requests, ensuring accurate records of customer problems and their solutions.
- Collaborate with the product development team to enhance existing designs and identify potential issues.
- Stay updated on the latest technologies, design changes, and new product offerings.
On Job Training Mentor
Tech Mahindra Business Services
02.2015 - 11.2016
- Shared performance data with the team on a daily basis.
- Provided training to colleagues on live call scenarios.
- Shared best practices with colleagues to enhance customer assistance.
- Offered coaching to colleagues to ensure positive customer experiences every day.
- Addressed incorrect transfers to the Sales team.
- Conducted calibration sessions with co-mentors.
- Shared efficiency data with the team in real time.
- Managed absenteeism within the team.
- Oversaw leave requests for the team.
Customer Relations Advisor
Tech Mahindra Business Services
09.2010 - 02.2015
- Handled a large number of incoming and outgoing customer calls.
- Resolved customer complaints with empathy and professionalism.
- Collected and verified necessary customer information for tracking.
- Calmly de-escalated difficult customer situations.
- Documented, researched, and addressed customer service issues accurately.
- Solved service, pricing, and technical problems by asking clear questions.
- Consistently exceeded service and quality standards during performance reviews.
Education
Bachelor of Commerce -
Pune University
Higher Secondary Certificate - undefined
Maharashtra Board
Secondary School Certificate - undefined
Maharashtra Board
Microsoft Azure 104 Training - undefined
Attari Coaching
Skills
Problem resolution
Software installation
Customer support
Training and mentoring
Application support
System diagnostics
Technical issues analysis
Remote support
Complaint resolution
Verbal and written communication
Product knowledge
Technical documents comprehension
Certification
Microsoft Azure 104 Training, 2020
Disclaimer
I hereby declare that all the above information given by me is correct and true to the best of my knowledge.
Timeline
Expert Technical Support Consulant
AlteraHealth
01.2024 - Current
Sr. Technical Support Consultant
Allscripts India Pvt Ltd
10.2021 - 12.2023
Technical Support Consultant
Allscripts India Private Limited
08.2019 - 09.2021
Support Consultant
Allscripts India Private Limited
11.2016 - 08.2019
On Job Training Mentor
Tech Mahindra Business Services
02.2015 - 11.2016
Customer Relations Advisor
Tech Mahindra Business Services
09.2010 - 02.2015
Higher Secondary Certificate - undefined
Maharashtra Board
Secondary School Certificate - undefined
Maharashtra Board
Microsoft Azure 104 Training - undefined
Attari Coaching
Bachelor of Commerce -
Pune University