Headline

Technical Support Consultant | L2 Application & IT Support | ITSM | Microsoft 365 | ServiceNow | Healthcare Product Support | End User Support

Location

Pune City

Work experience

Associate Technical Support Consultant | Healthcare Application Support (L2) at Veradigm®, Mar 2023 - Mar 2025 · 2 yrs 1 mo, Pune District, Provided L2 application and desktop support for healthcare clients using Veradigm-hosted EHR and Practice Management (PM) applications through Parallels environments. Managed incidents, service requests, escalations, and TASKs using ServiceNow and coordinated issue tracking/escalations through Jira. Delivered remote troubleshooting support using SecureLink for healthcare providers, clinics, and practice staff experiencing application, desktop, login, connectivity, hardware-related issues, like EHR/PM application access Parallels session disconnects password/login issues printer and scanner mapping Outlook and Teams functionality shared drives and remote connectivity Performed initial triaging and impact analysis for application-related incidents by validating user environments, collecting logs/screenshots, reviewing system/application logs, and escalating backend/product issues to application and infrastructure teams when required. Supported healthcare practices during operational disruptions by prioritizing high-severity incidents impacting patient workflows, prescription printing, scheduling, and application accessibility. Handled SLA-driven ticket queues, monitored aging incidents, reassigned tickets where necessary, and participated in bridge calls/escalation handling during high-priority outages or site-wide issues. Coordinated with internal application, infrastructure, network, and client IT teams to ensure timely resolution of incidents and restoration of services. Assisted users with hosted environment troubleshooting, session stability issues, device redirection, and peripheral connectivity within remote application environments. Supported user access and environment validation activities for healthcare staff while ensuring compliance with internal operational and security procedures. Worked extensively in a client-facing support environment, providing real-time issue resolution and communication support for US healthcare facilities during production hours.

L2 Technical Support Engineer | ITSM & Microsoft 365 Support at Mphasis, Jan 2022 - Mar 2023 · 1 yr 3 mos, Pune District, Managed INC, REQ, and RITM tickets using ServiceNow in an SLA-driven support environment. Supported user onboarding and employee IT induction activities including account creation, access provisioning, credential sharing, and initial environment setup. Performed user provisioning and deprovisioning activities through Active Directory and Microsoft ecosystem tools. Handled password resets, account unlocks, MFA setup/reset, and user access troubleshooting requests. Managed shared mailbox access, distribution lists (DLs), security group assignments, and shared drive permissions through Microsoft administration tools. Supported Microsoft 365 applications including Outlook, Teams, OneDrive, VPN access, and remote connectivity troubleshooting. Assisted users with device enrollment, BitLocker recovery assistance, and endpoint-related support activities through Microsoft Intune and Microsoft Endpoint Manager. Coordinated with infrastructure, security, network, and application teams for issue resolution, access approvals, and compliance-related activities. Supported VIP users and handled high-priority incidents including urgent offboarding and access revocation requests. Participated in bridge calls, shift handovers, queue monitoring, aging ticket management, and escalation handling for critical incidents. Provided remote troubleshooting support for login issues, VPN connectivity, Outlook sync issues, Teams access, and shared drive accessibility.

Education

Masters of Computer Applications, Computer Science, Savitribai Phule Pune University

Bachelor's Degree, Computer Science, Savitribai Phule Pune University