Suryasis Mishra

Project:-Nobian

Roles and Responsibilities:-

• Leading Application Support Team of 8 members.
• Maintenance of application/ server and migrations of NON-SAP apps.
• Working on ServiceNow (incidents, changes, tasks, problems, etc.)
  Cooperation with CL2 as middle layer ( Nobian System Architecture and interfaces).
• Identified areas for improvement, devising and implementing cost-effective solutions to improve results.
• Tailored solutions to meet specific business requirements by working with available infrastructure and time and budget constraints.
• Integrated existing tools and technologies to improve SAP FAM Monitoring and OneHUB Monitoring:-
  SAP Outbound: IDOC translated/mapped in OneHUB into XML and sent to partners or logical systems.
  SAP Inbound: XML is translated/mapped in OneHUB into IDOC received from partners or logical systems.

Project:-Baylor Scott and White Health

• Provided tier-3 support, troubleshooting and resolving escalated technical issues to minimize downtime and maintain service levels.
• Leading Application Support Team of 10 members.
• Coordinated project resources, allocating tasks based on team members' strengths and skills.
• Implemented ITIL best practices to streamline support processes, resulting in 20% improvement in incident resolution times.
• Collaborated with cross-functional teams to brainstorm technical solutions to business problems.

Company- Allscripts

Description:

Allscripts is a publicly traded American company that provides physician practices, hospitals, and other healthcare providers with practice management and electronic health record technology.

Allscripts also provides solutions for patient engagement and care coordination, as well as financial and analytics technology.

Roles and Responsibilities:

• Leading Application Support Team of 15 members. The Support team is to perform L2/L3 Support for EHR / EMR – Sunrise Clinical Manager.
• Provided leadership and direction to the Application Support team, ensuring timely issue resolution and customer satisfaction.
• Acted as a liaison between development teams and end-users, translating technical information into user-friendly language and vice versa.
• Collaborated with stakeholders to gather insights and feedback for continuous improvement.
• Investigated and assisted related to project scope and requirements.
• Apply ITIL best practices to optimize support processes, ensuring efficient incident management, problem resolution, and change control.

Client:- Microsoft

Roles: Incident Co-ordinator and L2 Analyst

Responsibilities:-

• Troubleshot and resolved all arising technical issues related to systems.
  Escalating issues to L3 and Development team for any critical issues.
• Managing team of 6 people, guiding them with critical issues and educating them about new challenges.
• Understanding customer's needs and requirements as per domain requirements.
  Advised service users on new technology benefits for improved technical capabilities.
• Developed and applied new policies to guide team decision-making.
• Deployed complex technical implementations with appropriate documentation and planning.

Client :- BRIT INSURANCE

Roles: L2 Analyst

Duration:- Nov, 2011 – Apr, 2012

Responsibilities:-

• Providing clients with tech support for applications hosted in their portal.
• Assessed system performance to identify upgrade requirements.
  Kept networks updated by conducting installations, configurations, and maintenance.
• Administered user accounts and monitored logs for proactive security management.
• Optimized network performance by continuously assessing best configuration practices.
• Researched network infrastructure requirements and demands to establish system improvements.

Client:- GreenBiz

Roles: UI Developer

Duration: May, 2012 – August, 2012

Responsibilities:-

• This website is based on job counseling.
• All the pages developed on this website are based on a div-based structure with proper code.
• Created custom websites by harnessing HTML, CSS, and JavaScript skills.