prateekjoshi42

resolving critical P1/P2 incidents within SLA. - Drive an 80% improvement in support efficiency by redesigning escalation and resolution workflows, significantly reducing mean time to resolution (MTTR). - Oversee 24×7 production support operations for Oracle Utilities and EMR platforms, ensuring high system availability and strict SLA compliance across all client accounts. - Conduct root cause analysis (RCA) on recurring incidents and implement corrective and preventive actions (CAPA), effectively reducing incident recurrence by identifying systemic gaps. - Leverage AI tools (ChatGPT, Claude) to accelerate incident triage, auto-generate RCA reports, and create SQL queries for faster data validation, decreasing documentation turnaround time by approximately 30%. - Engineer customized IBM eBO (Business Objects) reporting solutions tailored to client requirements, enhancing data visibility and executive reporting accuracy. - Enforce HIPAA compliance and patient safety standards through thorough investigations, secure data handling, and maintaining audit-ready documentation. - Collaborate with engineering and platform teams to diagnose performance bottlenecks, data inconsistencies, and integration failures between EBO and EMR systems. - Mentor and coach junior analysts by conducting structured knowledge-transfer sessions, resulting in improved first-call resolution rates within the support team.

• Managed end-to-end troubleshooting for 100+ monthly tickets across cloud-based and on-premises ECW server environments, achieving consistent CSAT scores above target. • Reduced average ticket resolution time by streamlining triage processes and building a reusable internal knowledge base covering top recurring issue categories. • Piloted the use of AI-assisted diagnostic tools to speed up log analysis and pattern identification in recurring EMR issues, contributing to a reduction in repeat escalations. • Identified and resolved medication administration errors within the EMR system, directly addressing patient safety risks and HIPAA compliance violations. • Designed and implemented workflow improvements to support tooling, measurably enhancing service delivery speed and accuracy for enterprise clients. • Delivered technical presentations and product training to clients and internal teams, covering new features, known issues, and best practices for platform use. • Collaborated with product and engineering teams to identify system vulnerabilities, define requirements, and validate successful implementations post-deployment. • Mentored Tier-1 analysts on complex troubleshooting techniques, reducing unnecessary escalations to Tier 2 by building frontline capability.