Gaming
Roushan Kumar
Sr. Technical Support Engineer
Pune
Summary
- I'm a Senior Technical Support Engineer with 7 years of experience, currently specializing in the Healthcare IT domain at Phreesia. Adept at providing network, technical and product support, managing escalations, and ensuring the seamless operation of healthcare systems for diverse clients.
- In addition to my technical proficiency, I excel in managing multiple projects simultaneously and handling clients from US, UK, Poland, Canada and EU. Moreover, I am a dedicated team player who takes pleasure in supporting and mentoring teammates and junior analysts.
- Skilled in working with cloud services (AWS integration) and ticketing systems (ServiceNow, JIRA, Salesforce) to streamline support processes and optimize performance. Experienced in remote device troubleshooting, customer service, and operational support for major organizations like Amazon and Vodafone, where I consistently met or exceeded SLAs. My knowledge also spans in digital device support (Alexa, broadband), network configuration, and technical issue resolution, making me a valuable asset in fast-paced, high-profile environments.
Overview
4
4
Certification
7
7
years of professional experience
Education
HSC -
KC College Revilgang
Saran, Bihar 04.2001 -
SSC -
Stepping Stone Model School
Alipur Duar, WB 04.2001 -
Timeline
Sr. Product Support Analyst
Phreesia
02.2022 - Current
Senior Executive, Technical Support
Vodafone India Services Pvt Ltd
02.2021 - 02.2022
Senior Executive, Digital Devices & Alexa Support
Amazon Development Center
09.2019 - 02.2021
Customer Service Executive
Amazon Development Center
05.2017 - 04.2019
HSC -
KC College Revilgang
04.2001 -
SSC -
Stepping Stone Model School
04.2001 -
Work History
Sr. Product Support Analyst
Phreesia
02.2022 - Current
- Assisted in integrating and configuring Phreesia products for clients in the healthcare PM/EMR sector like Veradigm (AllScripts), Athena, eCW, OP, HL7 integration etc, contributing to operational excellence and smoother integration.
- Troubleshoot complex system issues during implementation phases, quickly resolving problems to minimize delays in project timelines software and system issues, collaborating with cross-functional teams to resolve product challenges. Reduced query execution time by analyzing and fine-tuning SQL statements in complex applications.
- Handled escalation cases, ensuring timely resolution and client satisfaction in compliance with SLAs. Provided comprehensive training to clients on the use of integrated systems, ensuring smooth transitions and minimal disruptions.
- Generated reports to track performance and analyze trends in secure Healthcare IT data. Maintained up-to-date documentation on existing databases, enabling smooth transitions during personnel changes or system upgrades.
- Served as liaison between clients and internal technical teams, ensuring seamless communication throughout each project's lifecycle.
Senior Executive, Technical Support
Vodafone India Services Pvt Ltd
02.2021 - 02.2022
- Delivered efficient and quick technical support for telecommunications products and services, addressed customer complaints related to networking, broadband, and device configuration.
- Supported users in setup and configuration of wireless bridge networks, support services for devices such as hubs, bridges, routers, and other hardware, and worked closely with information security teams in addressing identified vulnerabilities within the organization's IT infrastructure. Performed troubleshooting for Juniper, Cisco, and packet analysis.
- Analyzed performance metrics to identify trends and areas for improvement in the support process and shared best practices within the team which resulted in a more skilled workforce capable of handling complex cases.
- Reduced ticket backlog by implementing more efficient workflows and prioritization techniques and initiating root cause analysis investigations on recurring issues leading to long term resolutions that improved system stability.
Senior Executive, Digital Devices & Alexa Support
Amazon Development Center
09.2019 - 02.2021
- Remote Device Troubleshooting, API Integration, SQL
- Provided remote troubleshooting for Alexa devices and Amazon services, resolving software and connectivity issues.
- Collaborated with AWS and internal teams to shorten resolution time for tickets, ensuring a smooth customer experience.
Customer Service Executive
Amazon Development Center
05.2017 - 04.2019
- Supported customers with e-commerce and technical issues related to digital devices, sales order & product queries over phone, email, or online chat. Managed high volume customer flow while maintaining a professional demeanor and ensuring timely and efficient resolution of issues.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues. Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided. Monitored key performance indicators to ensure continuous improvement in service quality.
- Coached and mentored junior team members, contributing to their professional growth and development. Cross-trained and backed up other customer service managers.
Accomplishments
- Supervised team of 10 members while achieving results by completing tasks with accuracy and efficiency.
Skills
Skilled in working with cloud services (AWS integration) and ticketing systems (ServiceNow, Salesforce) to streamline support processes and optimize performance
Experienced in remote device troubleshooting, customer service, and operational support for major organizations like Amazon and Vodafone addressing client challenges, and leading technical support initiatives
My knowledge also spans digital device support (Alexa, broadband), network configuration, and technical issue resolution in fast-paced environments
Technical Skills: CCNA Network/device Troubleshooting, Product Support, Cloud Services (AWS), Digital Device Support (Alexa), Network configuration
Ticketing Tools: JIRA, ServiceNow, Salesforce
Virtualization Technologies: Qlik, Tableau, MS Power BI
Database and tools: MongoDB, MySQL, MSSQL, PostgresSQL, Oracle, IBM DB2
Monitoring Tools: Grafana, sumo logic
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionPaid time offHealthcare benefitsPersonal development programsTeam Building / Company RetreatsPaid sick leaveWebsites
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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