Help Desk Manager
Current=> Help Desk Manager - Manage, lead, train, coach and motivate a team of 6 Customer Support Engineers. Identify strength/weakness of team members in order to provide constructive, positive feedback and provide appropriate individual and team development action plans.=> Account Manager - Key Account Management to ensure continuous business with existing clients. Project planning and resource Management. Address client concerns and ensure the resolution of issues in a timely manner. Maintaining contact with clients - giving them regular updates.=> Software Trainer - Provide training to clients on EHR, Practice Management (Billing), Meaningful Use, CQM, PQRS etc. Assist, guide, and train personnel to provide support to ensure high level of customer Satisfaction. Managing small to medium size projects and providing technical leadership to junior Help-desk members.=> Software Installation / Deployment – EHR, Practice Management, Installation and configuration of local / network / wireless printers, Fax, Scanners etc. => Technical Support - Registering customer complaints, making the corrective action, analyzing the complaints and providing solutions to the customers. Required to discuss with Deployment team/QA Team/Software Engineers/Programmers regarding changes discussed with clients. Respond to escalations, tickets, emails, network alerts and service requests by other teams or clients.=> Backup Management – SQL Database backup management.=> Network Administration - Implementing network security policies across routers and firewalls. Plan, design, build and install new network capabilities based on internal requirements. DB backup, security management, user account management, Database server, FTP Server, internet access, office systems and applications support. Perform system maintenance and upgrade tasks.
