MIDHUN P. K.
Implementation Lead
Calicut
Summary
Solution-Driven professional with over 10+ years of experience in Software Implementation, Talent Acquisition & Recruitment, Management & Training, Technical Support and Business Operations. Presently, associated with Amrita Institute of Medical Science as Implementation Lead and previously with Sieva Networks Solutions Pvt Ltd. as Technical Support Team Manager. Proven ability to lead and manage cross-functional teams and run the project lifecycle, resulting in successful implementation of software for clients and thereby achieving the milestones. Outstanding communication, organizational, and time-management skills. Adaptable and thrive in a fast-paced environment. Aiming to leverage strong skills and experience to achieve corporate objectives of a leading organization
Overview
2
2
years of professional experience
4
4
Languages
Work History
Systems Engineer
Amrita Institute Of Medical Sciences
08.2022 - Current
- Strong business acumen with proven ability to identify business requirements and patterns, understand business drivers, and make sound recommendations; thus transforming them into technical solutions
- Extensive experience in leading high-performing teams to deliver exceptional technical support services and overseeing successful execution of software projects.
- Led, trained, and monitored performance of 13 technical support specialists; creating and fostering healthy environment that facilitates high performance of team members and accomplishments of organizational goals including service level agreements (SLAs).
- Adept at implementing strategies to streamline operations, improve efficiency, and enhance customer satisfaction collaborating with stakeholders to define project scope, establish timelines, facilitate effective communication, cation and ensure alignment with organizational objectives
- Address root causes of customer technical issues through diligent research and troubleshooting
- Managed escalations of complex technical issues, serving as point of contact for high-profile customers and guiding team members in problem-solving techniques to achieve prompt resolution.
- Documented and tracked customer issues using ticketing system, ensuring accurate and timely resolution while maintaining detailed records of customer interactions and solutions provided.
- Conducted regular status meetings and provided progress reports to senior management, highlighting achievements, risks, and mitigation strategies.
- Coordinated user acceptance testing (UAT) activities, gathering feedback, and addressing issues to ensure successful deployment of application.
- Provided training and support to end-users, enabling them to effectively utilize new application and maximize its benefits.
- Acted as subject matter expert on company products, maintaining deep understanding of product features, functionality, and technical specifications.
- Provided timely and effective technical support to customers via phone, email, and chat, troubleshooting product issues and inquiries to ensure quick resolution and customer satisfaction.
- Coordinated product testing and validation activities, working closely with QA teams to ensure product quality and reliability.
- Developed and maintained product support documentation, including knowledge base articles, FAQs, and troubleshooting guides, to empower customers to resolve issues independently
- Created document repository by capturing new learnings for reuse throughout organization
- Maintained up-to-date knowledge of product updates, releases, and best practices through training sessions and self-study, ensuring proficiency in supporting new product features and technologies
- Contributed towards continuous improvement initiatives aimed at streamlining internal processes and enhancing overall service delivery quality
- Strong communication and listening skills with capability to relate to people from different cultures and backgrounds; empathize and effectively handle challenging customers professionally and pleasantly; decision-making, problem-solving, and negotiation skills
Education
B.Tech. in Electronics & Communication -
Amrita School of Engineering
04.2001 -
Skills
Performance Analytics
undefinedWork History
Amrita Institute of Medical Science, Kochi as Implementation Lead Aug’22 till Current
Sieva Networks Solutions Pvt Ltd., Trivandrum as Technical Support Team Manager Feb’19 till Apr’22
Amrita Institute of Medical Science, Kochi as Event Coordinator Sep’17 till Mar’18
Amrita School of Engineering, Kollam as Administrative/Admissions Executive Oct’13 till Sep’17
Amrita Institute of Medical Science, Kochi as Event Coordinator Dec’12 till Oct’13
Timeline
Systems Engineer
Amrita Institute Of Medical Sciences
08.2022 - Current
B.Tech. in Electronics & Communication -
Amrita School of Engineering
04.2001 -
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