Pooja Chutke
Pune
Summary
17 years of comprehensive experience in Business Analysis, Post-Sales activities, Training, Implementation Consulting, and Server/Application Support. Enthusiastic Business Analyst and functional consultant with integrity, strong work ethic, and proven leadership skills, focused on improving team productivity. Extensive expertise in ITIL Service Support across Incident, Problem, Change, Release, Configuration, and Implementation Management, with additional experience as a Scrum Master. Skilled at managing multiple complex issues for both internal and external customers. Innovative and creative problem solver, result-oriented, and committed to continuous learning. Resourceful and disciplined professional with a proactive approach to challenges. Adept at managing contract intelligence platforms, implementing SaaS-based logistics software, and overseeing Source-to-Pay solutions. Recognized for exceptional critical thinking, strategic insight, and dedication to customer satisfaction. Strong domain knowledge and technical exposure in Healthcare. Excellent communication skills combined with strong problem-solving capabilities.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Functional Consultant
Icertis Solutions Pvt. Ltd.
01.2024 - Current
- Led end-to-end configuration of contract intelligence platforms, ensuring seamless integration, user adoption, and compliance with client requirements.
- Configured and customized contract management systems, including templates, clause libraries, approval matrices, and signatory rules, aligned to business processes and regulatory standards.
- Delivered client training and workshops, providing ongoing post-implementation support to enhance platform usage and client satisfaction.
- Collaborated with cross-functional teams (engineering, product, QA, support) to resolve issues and implement enhancements, refining product roadmaps based on client feedback.
- Streamlined deployment activities and documentation across multiple engagements, improving efficiency and reducing delivery timelines.
- Collaborated with cross-functional teams (engineering, product, QA, support) to resolve issues, implement enhancements, and refine product roadmaps based on client feedback.
- Executed sprint planning and cadence calls, providing status reporting to maintain transparency and ensure project progress.
Business Analyst
First-Insight Software Solutions (I) Pvt. Ltd.
05.2022 - 01.2024
- Business Analyst for EHR implementations; gathered, analyzed, and documented client requirements.
- Designed functional solutions and streamlined business processes, enhancing operational efficiency.
- Collaborated with stakeholders to deliver projects, upgrades, and system integrations.
- Produced documentation and training materials; conducted reviews, testing, and client training to ensure system effectiveness.
- Managed cloud infrastructure, security, and performance; tracked and resolved software defects.
- Built client relationships and led solution development, customizing practice management systems to meet specific client needs.
Customer Success Consultant
First-Insight Software Solutions (I) Pvt. Ltd.
11.2020 - 11.2021
- Trained and implemented new clients on Maximeyes.com, ensuring successful software adoption.
- Providing training and application Support via Remote Access Software. Specializing ePrescribing, Medical Equipment Integration to Providers and their clinical staff.
- Training Clients on Software. Build Training content
- Conducted quarterly business reviews with client teams and facilitated product training sessions.
- Proactively assess, clarify and validate customer needs on an ongoing basis.
- Delivered training and application support via remote access software, specializing in ePrescribing and medical equipment integration for providers and clinical staff.
Senior Technical Support Consultant
Allscripts (India) LLP
05.2016 - 11.2020
- Identify, evaluate and prioritize client’s critical cases and fix them within the timeline.
- Identified, evaluated, and prioritized critical client cases, resolving them within established timelines.
- Troubleshoot connectivity issue of application on iPad, iPhone, and smartphones integrated with DB server.
- Troubleshoot on virus issues on Database servers and client workstations.
- Troubleshoot connectivity issue of application on I pad, I phone, and smartphones integrated with DB server.
- Troubleshoot virus issues on Database servers and client workstations.
- Addressed server outages to ensure system availability and functionality.
- Installation of Allscripts Health product on Desktops.
Senior Software Support Engineer
First-Insight Software Solutions (I) Pvt. Ltd.
07.2011 - 05.2016
- Troubleshooting and Research related to Electronic Data Interchange.
- Executed database recovery and performed installations for File Maker and SQL clients, including customizations for File Maker Pro 6 and Pro 11.
- Provided assistance to newly deployed clients after upgrades.
- Diagnosed issues on data exchange link and Internet Information Services (IIS).
- Investigating newly found issues reported by users.
- Manual testing of beta versions, & deployment of same on beta customers.
- Performing Data Migration from PMS to EHR.
- Configured practice management system in server-client environment for clients in eye healthcare industry, enhancing operational efficiency.
Senior Technical Support Associate
Mphasis an HP Company
06.2010 - 07.2011
- Providing first time resolution using CRM MAXIMO.
- Network & Desktop Support in incident management.
- Applied patches to software to ensure optimal performance.
- Installing & Configuring Enterprise applications like Office Communicator, Outlook, MS Office.
- Troubleshooting\Fixing the issues of Dual Monitors.
- Mapped network drives for user access to shared resources.
- Installation of patches.
- Printer issues of local, network printers & server based queue printers.
- Tested applications of Bank of America on remote machines.
- Look for error details in Log files when a software installation fails.
- Supporting Blackberry Devices, its synchronization & activating application from Server using Mobile Analyzer.
- Responsible for cross-connecting multi-platformed systems and providing website traffic strings for tech support communications.
Technical Support Engineer
Prismatix Consultancy and Services
04.2008 - 05.2010
- PC support & monitoring using RDC.
- Installing & Configuring Fax for sending\Receiving fax.
- Updating the applications Version, using Patch management.
- Resolved various Microsoft Office application issues for users, ensuring smooth functionality.
- Fixing Slow system response issues.
- Preparing MIS reports of team.
- Acting as first POC for End users.
- Supported the entire software network for end users, including internet, intranet, and Ethernet systems.
- Daily tasks also include complete administration of user’s accounts and mailboxes.
- To troubleshoot all escalated issues faced by the team members and give training about any new implementations to the team.
Education
Diploma - Industrial Electronics
ESSP
Pune07-2007
Skills
- Core Business Analysis & Consulting Skills
Requirements Analysis
Change Management
Client Training
Meeting Facilitation
Communication Skills
Customer Relationship Management
Contract Management - Domain & Implementation Expertise
EHR Implementation
Product Development
Software Configuration
- Project & Delivery Methodologies
Agile Methodology
Scrum Mastery
ITIL Processes - Quality & Problem Resolution
Quality Assurance
Troubleshooting
Professional Effectiveness
Time Management
Languages
- Hindi
- Marathi
- English
Certification
• Certified ScrumMaster, 001806840
• Azure Administrator Associate, 15501977
• ITIL Service Transition Certification, GR753052839PJ
• ITIL Service Operation Certification, 5287382.20372216
• ITIL Continual Service Improvement, GR755021856PJ
• ITIL Foundation Certification, 5287382.20369811
• Microsoft Certification for SQL Server 2012/2014
• Azure Administrator Associate, 15501977
• ITIL Service Transition Certification, GR753052839PJ
• ITIL Service Operation Certification, 5287382.20372216
• ITIL Continual Service Improvement, GR755021856PJ
• ITIL Foundation Certification, 5287382.20369811
• Microsoft Certification for SQL Server 2012/2014
Timeline
Senior Functional Consultant
Icertis Solutions Pvt. Ltd.
01.2024 - Current
Business Analyst
First-Insight Software Solutions (I) Pvt. Ltd.
05.2022 - 01.2024
Customer Success Consultant
First-Insight Software Solutions (I) Pvt. Ltd.
11.2020 - 11.2021
Senior Technical Support Consultant
Allscripts (India) LLP
05.2016 - 11.2020
Senior Software Support Engineer
First-Insight Software Solutions (I) Pvt. Ltd.
07.2011 - 05.2016
Senior Technical Support Associate
Mphasis an HP Company
06.2010 - 07.2011
Technical Support Engineer
Prismatix Consultancy and Services
04.2008 - 05.2010
Diploma - Industrial Electronics
ESSP