Sathya Priya Muthusamy
Implementation Consultant
Chennai
Summary
Objective
Application /Implementation Support Engineer with 7+ years of experience managing application services and support operations across the globe. Proven expertise in implementing innovative customer and technical support strategies. Adept at analyzing critical support requirements while increasing reliability & enhancing productivity.
Summary:
- Provide a dynamic service identifying and solving issues within multiple components of critical business systems. Responsible for managing high-priority incidents and providing a solution within the SLA.
- Excellent problem-solving ability, troubleshooting, and critical thinking skills.
- Comfortable with JIRA and Confluence administration and maintenance Have good experience in Level 2 product support eTMF and act as an SME.
- L 2 development knowledge and Incident Management Hands on experience on installing and configuring SaaS based software (client /server/web-based)
- Ability to manage multiple implementation projects using waterfall/agile methodologies from start to end.
- Flexible to adopt to new technologies and will be tech savvy.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
Work History
Implementation Consultant
Innovya Technologies
08.2022 - Current
- Develop and execute implementation plans, including data migration, system configuration, and user training
- Over saw new and existing client implementation and support activities for IFMS software
- Customise implementation in order to meet client requirement such as (portal branding, DNS redirection, creating custom repots, writing basic SQL query to search & update records & configuring SSO within the system)
- Provide appropriate system demonstration and training for the clients
- Troubleshoot and resolve technical issues during the implementation process
- Working with internal senior developer and senior product manager for any bugs patches, enhancement and track them using JIRA
- Provide post-implementation support and monitored the high priority tickets
- Stay up to date with the latest features and functionalities and update the documents in JIRA
- 30+Completed successful implementation on on-premise installation and upgrades.
Solutions Engineer Level
Transperfect Solutions
04.2019 - 08.2022
- Setup and Perform application upgrades and patch fixes eTMF
- Monitors the documents Upload and QC workflow responsibilities to deliver SDC TMF documentation in Sponsor/Partner eTMF environments
- Analyse and find the root cause of the problem for the issues reported
- Serve as SME and provide training sessions for the team
- Participate in regularly scheduled client meetings to review open issues, change requests, and enhance client relationship
- Consistently manage all Support Requests to a timely and successful completion
- Prepare documentation details, including observations, diagnoses, and action steps
- Work with Development team for improvements and enhancements
- Handled L2 Support requests and maintained SLA
- Collaborate with the DevOps to schedule new release upgrades in JIRA
- Write technical documentation about special projects and the new processes
- Ensured all customer sites were up & running through the utilization of proactive monitoring tools increasing customer up-time to 96%
- Led the restructuring & improvement of customer service processes and implemented CRM systems using Salesforce, and Excel VBA generating customer-facing reports which resulted in an 18% increase in workflow.
Senior Associate
Hinduja Global Solutions
07.2016 - 04.2019
- Assessed, approved, and denied various medical claim requests received
- Computed all medical benefits due and assisted with payment initiations
- Prepared and dispatched claim related correspondence to claimants and third party agencies
- Interpreted and followed government regulations and company policies, as applicable
- Informed and explained clients about medical terms and concepts, clearly
- Operated computer and used Microsoft Office programs, efficiently.
Support Engineer
BOCS Solutions
07.2015 - 06.2016
- Work on the service desk L1 tickets
- Give the resolutions on time for various issues
- Manage SLA and CSAT
Education
B.Tech - bioinformatics
Tamil Nadu Agricultural University
12th - undefined
Ideal higher secondary school
01.2007 - 04.2009
10th - undefined
Govt.Girls Higher secondary school, International Institute of Information Technology
BWE - undefined
Skills
IIS, Patch Deployment, CI/CD ,Postman, Barracuda ,Jenkinsundefined
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Implementation Consultant
Innovya Technologies
08.2022 - Current
Solutions Engineer Level
Transperfect Solutions
04.2019 - 08.2022
Senior Associate
Hinduja Global Solutions
07.2016 - 04.2019
Support Engineer
BOCS Solutions
07.2015 - 06.2016
12th - undefined
Ideal higher secondary school
01.2007 - 04.2009
B.Tech - bioinformatics
Tamil Nadu Agricultural University
10th - undefined
Govt.Girls Higher secondary school, International Institute of Information Technology
BWE - undefined
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