RAHUL RAI
Koramangala
Summary
Experienced Technical Support Team Lead with2 years of leadership in optimizing support operations and driving team performance. Proven Implementation Specialist with3 years of expertise in deploying complex solutions and enhancing system efficiencies. Strong background in HealthCare IT, leveraging3 years of experience to manage and improve healthcare technology systems and ensure seamless integration and compliance. Adept at problem-solving and leading cross-functional teams to achieve strategic objectives.
Overview
10
10
years of professional experience
Work History
Team Lead - Technical Support
Practo Technologies Pvt. Ltd
06.2023 - Current
- Lead and mentored a team of10+ technical support specialists, ensuring timely and effective resolution of customer issues
- Developed and implemented training programs for new hires, resulting in a20% increase in team efficiency and customer satisfaction
- Managed escalated support tickets, coordinating with engineering and product teams to provide swift resolutions
- Conducted regular performance reviews and provided feedback, fostering a culture of continuous improvement and professional growth
- Monitored and analyzed support metrics, identifying trends and areas for improvement, leading to a15% reduction in average response time
- Coordinated with cross-functional teams to streamline support processes and enhance overall customer experience
- Implemented a knowledge base system, improving self-service options for customers and reducing support ticket volume by25%
- Lead the migration to a new support ticketing system, ensuring a smooth transition with minimal disruption to service
- Developed and enforced standard operating procedures, ensuring consistent and high-quality support across all customer interactions
- Handled high-priority and sensitive customer cases, maintaining a high level of professionalism and customer satisfaction
IT Head
Mayo Institute of Medical Sciences
11.2022 - 05.2023
- Directed the strategic planning and execution of IT initiatives, aligning technology goals with the hospital's mission to enhance patient care and operational efficiency
- Managed a diverse IT team, fostering a culture of continuous improvement and professional development to maintain high levels of technical expertise and service delivery
- Implemented robust cybersecurity measures and compliance protocols to protect sensitive patient data and ensure adherence to HIPAA and other regulatory standards
- Oversaw the deployment and maintenance of comprehensive healthcare information systems, including EHR, PACS, and telehealth solutions, ensuring seamless integration and optimal performance
- Collaborated with hospital leadership and external partners to identify emerging technologies, negotiate contracts, and drive innovation in healthcare IT infrastructure and services
Implementation Specialist
Practo Technologies Pvt. Ltd
10.2020 - 10.2022
- Led the successful implementation of electronic health record (EHR) systems in multiple healthcare facilities, improving patient data management and compliance with regulatory standards
- Led the end-to-end implementation of healthcare software solutions, ensuring seamless integration with existing systems and workflows
- Collaborated with healthcare providers and administrative staff to gather requirements, configure software, and customize features to meet specific clinical and operational needs
- Conducted comprehensive training sessions for end-users, enhancing their proficiency and ensuring a smooth transition to new systems with minimal disruption
- Provided ongoing technical support and troubleshooting, resolving issues promptly to maintain high levels of user satisfaction and system performance
- Developed detailed project plans and timelines, coordinating with cross-functional teams to ensure timely and successful project completion within budget constraints
Asst. IT Manager
B.M Gupta Hospital Pvt. Ltd
01.2019 - 10.2020
- Supervised the implementation and maintenance of hospital information systems, ensuring seamless integration and functionality of EHR and patient management software
- Coordinated IT support and training for medical staff, enhancing technology utilization and minimizing system-related disruptions
- Managed IT infrastructure, optimizing network performance and ensuring high availability of critical healthcare applications
- Developed and enforced IT policies in compliance with HIPAA regulations, safeguarding patient data and ensuring regulatory compliance
- Led IT projects, including system upgrades and security enhancements, delivering solutions on time and within budget to support hospital operations
IT executive and Account/MIS Analyst
Nirvana Hospital
02.2015 - 12.2018
- Managed IT infrastructure, including hardware, software, and networks, ensuring reliable and secure operations
- Oversaw the installation, upgrade, and configuration of healthcare software systems (EMR/EHR)
- Managed data storage, backup, and retrieval processes to safeguard critical healthcare information
- Trained staff on IT systems and best practices for data security
- Prepared and analyzed financial reports, budgets, and forecasts to support healthcare operations
- Tracked key performance indicators (KPIs) to monitor healthcare service performance and financial health
- Collaborated with IT, finance, and management teams to support strategic initiatives
- Optimized revenue cycle management, improving billing, claims processing, and reimbursement processes
- Ensured financial reporting and data management complied with healthcare regulations
Education
Master of Business Administration - Information Technology and Accounting Management
Shri Venkateshwara University
Uttar Pradesh05.2022
Bachelor of Arts - undefined
Delhi University (SOL)
Delhi05.2018
Skills
- AWS
- SQL/Psql/Mysql
- Java
- HTML
- CSS
- JavaScript
- Jquery
- Bootstrap
- C/C
- Jira/Confluence
- Ubuntu
- Windows/Amazon Linux/Centos
- HL7 Integration
- HIE(Nabidh , Mallafi , Riayati , NPHIES)
Hobbies and Interests
Cricket, Environmental conservation, Art, Yoga, Travel
Timeline
Team Lead - Technical Support
Practo Technologies Pvt. Ltd
06.2023 - Current
IT Head
Mayo Institute of Medical Sciences
11.2022 - 05.2023
Implementation Specialist
Practo Technologies Pvt. Ltd
10.2020 - 10.2022
Asst. IT Manager
B.M Gupta Hospital Pvt. Ltd
01.2019 - 10.2020
IT executive and Account/MIS Analyst
Nirvana Hospital
02.2015 - 12.2018
Master of Business Administration - Information Technology and Accounting Management
Shri Venkateshwara University
Bachelor of Arts - undefined
Delhi University (SOL)
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