Headline

Senior Technical Support | Performance | Implementation | Database

About

-Specialized in large-scale data and application migrations, including MySQL-to-MSSQL conversions, EMR/healthcare data transitions, Tomcat server migrations, and complete cloud onboarding. -Proficient in troubleshooting complex application, database, and infrastructure issues across SQL Server, MySQL, and Oracle environments. -Hands-on experience in SQL/Oracle query writing, log analysis, backup/restore workflows, performance troubleshooting, and cross-environment data validation. -Strong understanding of networking technologies such as proxies, load balancers, LDAP, Active Directory, SSL/TLS, and enterprise authentication workflows. -Experienced in Azure cloud setups, AWS fundamentals, IBM Cognos configuration, and secure file transfer/storage solutions including SFTP and Isilon. -Knowledge in REST APIs, API integrations, API debugging, and resolving connectivity or authentication issues across distributed systems. -Adept in root-cause analysis, critical incident handling, optimization of system performance, and ensuring system reliability during major migrations. -Proven ability to manage end-to-end project lifecycles, coordinating with cross-functional teams to ensure timely, accurate delivery with high data integrity. -Understanding of Git, Bitbucket, CI/CD pipelines, automation concepts, and modern DevOps workflows. -Committed to continuous learning in SQL Server, MySQL, and modern DBA and platform engineering tools.

Location

Bengaluru

Work experience

Senior Technical Support Engineer at eClinicalWorks, May 2022 - Present · 4 yrs 2 mos, Remote, Leading support operations for enterprise-level customers, ensuring timely resolution of escalated technical issues across cloud and on-premises environments. Acting as the technical escalation point for junior engineers, providing mentorship and guidance. Collaborating with development, QA, and operations teams to diagnose root causes and implement permanent solutions for recurring issues. Developing and maintaining knowledge base articles, troubleshooting guides, and training materials, enabling faster self-service ticket resolution. Managing and prioritizing support tickets using eManager & JIRA, consistently meeting or exceeding SLAs. Working with MSSQL and MySQL databases, writing SQL queries and stored procedures to support performance and data integrity. Handling performance-related tickets for clients across cloud and on-premises environments. Troubleshooting client issues via phone, email, and remote desktop sessions, achieving a 98% customer satisfaction rating. Assisting with software releases, performing upgrades, and providing post-deployment support for enterprise applications. Collaborating with development teams to troubleshoot and fix product defects, contributing to a 10% reduction in system bugs over two years.

Implementation Specialist at eClinicalWorks, Oct 2015 - Apr 2022 · 6 yrs 7 mos, On-site, Managed EMR migration projects from client servers to cloud servers, converted MySQL databases to MSSQL, migrated Tomcat servers, and transferred FTP files to the Azure cloud. Handled server setups in cloud environments, including Tomcat installation, IBM Cognos configuration, and FTP user configuration on Isilon servers. Deployed software in both customer and Azure cloud environments, tested all features to ensure alignment with client requirements. Coordinated with project managers and team leads to deliver projects accurately within defined timelines.

Specialist - IT Support at QED Clinical Services Ltd, Feb 2015 - Sep 2015 · 8 mos

Technical Support Engineer at Information Technologies Private Ltd., Jan 2014 - Feb 2015 · 1 yr 2 mos, Greater Vadodara Area

ASST LECTURER at J M PATEL COLLEGE OF SOCIAL WORK, Jun 2011 - May 2012 · 1 yr, ANAND, ACADEMIC EXPERIANCE

Computer operator at Physical Research Laboratory, Apr 2010 - Apr 2011 · 1 yr 1 mo, Greater Ahmedabad Area, Help new computer users with the basic information and trained computer users on new versions of technologies. Installation & Uninstallation of different Scientific Software’s and general software’s on different Operating Systems. Configure IP address in LAN and solve all the problems regarding LAN, WAN. All type of trouble shooting at PRL

Education

BCA, Computer/Information Technology Administration and Management, Gujarat University

Master of Science (MSc), Information Technology, sikkim manipal university