Sep 2017 – Apr 2023 · 5 yrs 7 mos

• Designed and delivered enterprise interoperability solutions (FHIR, HL7, DICOM, custom APIs) that enabled our clients to achieve their digital health and data strategy roadmaps years ahead of schedule, accelerating digital transformation programs.
• Built and led a global team of solution consultants across India, the US, and Brazil, driving consistency in solution delivery, knowledge sharing, and cross-market innovation.
• Established and scaled a solution design consulting practice within pre-sales, including frameworks, cost calculators, and proposal repositories that reduced RFI/RFP turnaround by 15% and improved win rates.
• Review, interpret and respond to RFPs, RFIs and proposals to ensure alignment between customer expectations and current or future company's product capabilities
• Conducting demos and technical workshops with customers during requirement gathering and discovery phase
• Designing cost and pricing structures for opportunities for sales team during contracting phase
• Provide inputs towards technical investments and platform roadmap to develop product and system architecture to meet the changing market needs.
• Helped senior leadership to add value and growth to annual sales volume.
• Collaborated with cross-functional teams to deliver the contracted solutions
• Facilitated seamless business transitions during mergers or acquisitions, ensuring minimal disruption to ongoing operations while integrating teams effectively.

Feb 2015 – Sep 2017 · 2 yrs 7 mos

• Establish and direct a 15-member team of professional services engineers responsible for implementing the MphRx solution across various customers.us customers
• Lead all client implementation projects from Initial Analysis to Go Live phase
• Develop integration interfaces using Mirth Connect, and MphRx's properietary orchestration framework.
• Investigated and evaluated risks and issues to formulate solutions and implement corrective actions.
• Primary point of contact for client and internal stakeholders during service engagements.
• Generate a training curriculum and lead training sessions for customers
• Technical Consultant for Pre-Sales team on RPFs, proposal reviews, estimations, POCs, on going sales initiatives etc.
• Provided oversight and direction on development of prospective offerings.
• Worked closely with product and sales teams to support innovation in product research and development.

Feb 2011 – Feb 2015 · 4 yrs

• Set up 24x7 Support responsible for supporting, maintaining, and monitoring MphRx's proprietary applications running on Virtual Machine with Ubuntu operating system
• Set up a global professional services team for MphRx responsible for implementing MphRx solutions, and developing interoperability interfaces with disparate health systems.
• Ensuring compliance of Service Level Agreements agreed with the client
• Relationship management with the MphRx clients
• Lead pre-sales demos & post-sales training sessions for clients
• Budget & resource planning for major implementation projects
• Set up support processes & tool (like Zabbix, Nagios, vTiger) for the technical services team.
• Established Healthcare standards training program used during employee onboarding and continuous improvement initiatives.

Jun 2005 – Feb 2011 · 5 yrs 8 mos · New Delhi, Delhi, India · On-site

• Progressed from Service Engineer to Team Leader and ultimately Lead Technical Analyst, showcasing rapid career growth in healthcare IT implementations, support, and interoperability solutions.
• As Lead Technical Analyst, served as Subject Matter Expert in HL7, DICOM, and imaging workflows, driving large-scale EMR/EHR and PACS/RIS system implementations and migrations.
• Designed and delivered interoperability solutions and provided Level 3 & 4 support, working closely with engineering teams to resolve critical issues and influence product enhancements.
• Led development of automation scripts (Perl, Python, Shell) to optimize complex support processes, reducing manual intervention and improving system reliability.
• Created and delivered training programs on HL7/DICOM standards and imaging workflows, upskilling teams and improving delivery quality.
• As Team Leader, managed a service desk team delivering L1/L2 support, ensured SLA compliance, streamlined escalation handling, and earned a Performance Excellence Award for reducing backlog and improving response times.
• As Service Engineer, provided hands-on technical support for healthcare IT systems, gaining deep expertise in clinical workflows and system operations.

Nov 2003 – Jun 2005 · 1 yr 7 mos

• Provided technical support for Microsoft Windows OS users across US and UK markets, resolving issues related to installation, networking, peripherals, and system performance.
• Progressed from Technical Support Officer (L1) to Offline Support Representative (L2/SME), handling complex escalations and mentoring frontline engineers.
• Managed irate and high-priority customer escalations, consistently restoring customer satisfaction scores.
• Coached and mentored new engineers on troubleshooting methodologies and customer handling, improving team efficiency and reducing escalations.
• Recognized by senior leadership for delivering consistently high-quality service and maintaining top performance metrics.