Suchitha Saju
Bengaluru
Summary
As a PMP certified Senior Product Support Engineer, I bring 15 years of expertise in Healthcare IT. Holding a postgraduate degree in General Management from IIM Trichy, I possess a comprehensive understanding of diverse aspects of the industry. With a strong foundation in IT support and management, I am adept at delivering high-quality solutions and ensuring seamless product performance, contributing significantly to organizational success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Level3 Senior Product Support Engineer
Philips
05.2024 - Current
- Investigate Level 3 escalations and perform root cause analysis.
- Conduct cross-functional team meetings to identify product issues and enhancement opportunities, and work closely with the R&D team to develop code fixes.
- Initiate communications to Market/Customer Base regarding product fixes and provide trainings to the Support Teams and Market on new versions of the Product.
- Continuous innovation and identifying opportunities for improvement in the workflow to align with the strategic goals of the company.
- Closely work with the Quality and Regulatory Team in developing and implementing Workflow Procedures with regards to CAPA (Corrective and Preventive Actions).
- Develop customer service documentations on new product/version releases and product discontinuances, which involves working with multiple stakeholders for information gathering, including R&D, training and developments teams, quality, and regulatory teams.
- Develop reports/dashboard in Salesforce CRM to reflect the productivity of the Support Team based on ticket handling. This is then utilized to optimize the Team Performance.
- Conduct daily stand-ups for the Support Team to ensure the team is on track with the deliverables.
Remote Service Engineer
Philips
01.2024 - 04.2024
- Closely work with the Hospitals and assist in the implementation of Hospital Patient Monitoring (HPM) products.
- Investigate and resolve customer requests and complaints, and perform root cause analysis of the issues.
- Assist with data integration between medical devices, as per specifications, using Rhapsody.
- Work closely with the Pre-Sales Team to assess the technical requirements of the hospital for HPM products and formulate the pricing.
Level3 Senior Product Support Engineer
Philips
07.2020 - 12.2023
- Successfully executed the Project to build Reporting Dashboards in Salesforce based on KPIs for Incident & Problem Management, which gives visibility for Senior Management to assess the business and plan for business growth.
- Set up the KPIs and goals for the Product Support Team across all levels of support after brainstorming with senior management and services team leads.
- Successfully executed the Project to build the Configuration Management Database (CMDB) for Clinical Information System- ICCA with worldwide Installed Base, thus reducing around 10% of the Engineer's time per ticket in obtaining the configuration details for the customer site.
- Established the workflow and procedure to procure Demo Units for Integration Testing with CIS, and their return to unit vendor.
- Work on Level 3 escalations for resolution and perform root cause analysis of the problems.
Remote Support Administrator
Change Healthcare | McKesson Healthcare
03.2015 - 11.2019
- Investigate and resolve customer requests and complaints initiated via support channels, including telephone, email, and online portal.
- Tracking and troubleshooting of HL7 and DICOM messages and workflow from end to end.
- Perform user and workstation management through Active Directory.
- Perform debug log analysis, network troubleshooting, and system performance optimization as a part of investigating the issue.
- Monitor and manage the integration between PACS and Archive Systems, and resolve any errors and irregularities in the Archive System.
- Perform software and hardware maintenance on the RIS/PACS systems.
- Ensure the Database Backup is running as per the schedule and correct any irregularities with the backup.
- Perform data migration from legacy PACS system to the current system.
- Conduct regular meetings with clinicians and hospital administrators to identify pain points and enhancement possibilities for the product, and ensure customer satisfaction in the medical peer-review system.
Remote Support Engineer
AGFA Healthcare
10.2010 - 03.2015
- Support high-performance, high-availability, live PACS systems at multiple hospital chains in the UK and Europe.
- Tracking and troubleshooting of HL7 and DICOM messages and workflow from end to end
- Manage VMware ESX Servers and Virtual boxes through vSphere Client.
- Perform PACS upgrade at sites and perform data migration across system.
Programmer
Tata Consultancy Services
10.2008 - 05.2010
- Quality Assurance of data at each stage of data migration from Development to Pre-Production and Pre-Production to Production Servers.
- Maintaining the sync between the Pre-Production and Production environments.
- Report Generation in Salesforce for the progress percentage of projects for management review purpose. Assisted the client in setting up new dashboards in Salesforce.
Education
Master's degree in general management -
Indian Institute of Management
Trichy, India04.2022
Bachelor's Degree - Chemistry
University of Calicut
04.2008
Skills
- Product Support
- Technical Support
- Support Engineer
- Support Management
- Support Manager
- System Integration
- Problem Solving
- Troubleshooting Skills
- Root Cause Analysis
- Escalation Management
- Problem Management
- Project Management
- Product Management
- PACS
- Hospital Information System
- Radiology Information System
- Clinical Information System
- Acute Care System
- HL7
- Dicom
- SQL Server
- MySQL Database Administration
- SQL
- Windows Server
- Windows System Administration
- SAN
- NAS
- VNA
- Rhapsody
- Active Directory Administration
- Salesforce CRM
- MS Office
- Informatica
- Cognos
Certification
- Oct 23-SAFe 6 Agilist
- Sep 22- Project Management Professional (PMP)
- Nov 17-ITIL Foundation in IT System Management
- Apr 10-Six Sigma Green Belt
Affiliations
- True Practitioner of Mindful Meditation
- Actively engage in Artistic Pursuits
Timeline
Level3 Senior Product Support Engineer
Philips
05.2024 - Current
Remote Service Engineer
Philips
01.2024 - 04.2024
Level3 Senior Product Support Engineer
Philips
07.2020 - 12.2023
Remote Support Administrator
Change Healthcare | McKesson Healthcare
03.2015 - 11.2019
Remote Support Engineer
AGFA Healthcare
10.2010 - 03.2015
Programmer
Tata Consultancy Services
10.2008 - 05.2010
Master's degree in general management -
Indian Institute of Management
Bachelor's Degree - Chemistry
University of Calicut
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