Technical Support Software Development
Resume:
Muffid Pathan
************@*****.***
https://www.linkedin.com/in/muffidkhan-pathan-2151a7a9/ Dedicated and results-driven professional with over 15 years of System Analysis, Implementation and Technical Support experience in diverse business application development environments. Demonstrated expertise in all stages of the software development lifecycle, consistently surpassing stakeholders' expectations through effective time management and adept management of caseloads. Customer-centric mindset, adept at leading teams to tackle intricate customer challenges across a wide array of products and solutions.
Experience
Cleo Communication Inc.
Implementation Engineer May 2022- Present
• Acted as the primary liaison for Cleo Professional Services team, engaging directly with clients to understand their business requirements and deliver tailored solutions.
• Successfully managed multiple projects concurrently from the planning phase through to the Go-live stage.
• Developed complex API, Web service providers, and business process integration flows.
• Played a key role in creating EDI Base, build and clone maps, as well as crafting intricate business processes and flows.
• Assisted in migrating On-Prem customers to CLEO CIC platform.
• Conducted campaign management on behalf of customers and gathered relevant details.
• Configured AS2, SFTP, FTP & FTP(S) connectivity types in CIC, Harmony, Trader platforms.
• Designed and implemented complex inbound and outbound maps, along with logical mapping specifications.
• Orchestrated end-to-end testing, volume testing, SIT & UAT testing phases.
• Defined table definitions for different EDI transactions for inbound data.
• Managed various MFT profiles creation in CIC.
• Coordinated with customers and Trading Partners throughout the integration process.
• Provided guidance and mentorship to junior team members, resolving any obstacles encountered.
• Facilitated production cutovers and provided warrant support to trading partners in CIC before transitioning to Managed Services team.
2
Orion Health
SAAS Application Support Engineer III Sep 2015- May 2022
• Supported application and technology stack for high-volume, high-performance HIE environments.
• Troubleshot J2EE/SOA applications, operations, monitoring, and maintenance in secure clustered VMware, Java, RHEL, Windows, Oracle, Web Service HIE implementations.
• Strengthened customer relations by resolving critical issues in SAAS environments.
• Collaborated with customers on change management processes to streamline CI/CD pipelines, providing review, validation, and execution of tasks.
• Conducted numerous product software upgrades and guided customers through software deployment processes.
• Tuned application stack to improve stability and uptime metrics.
• Performed performance trend analysis, log analysis, platform monitoring, handover testing, and root cause analyses.
• Supported customers with multi-product solutions, resolving issues for clinical portal solutions.
• Led support staff in remediating Rhapsody Integration Engine issues and escalating problems to development when necessary.
• Enhanced support processes by generating educational product documentation and technical articles.
• Developed upgrade strategies based on new product releases and environment compatibility.
• Contributed to organizational process improvement initiatives including best practices, hiring, and support.
Application Support Analyst, Rhapsody Sep 2012- Sep 2015
• Managed support for 65 Public Health Clients for data integration and interoperability.
• Led multiple implementations and onboarding projects with new clients, providing guidance and support.
• Delivered technical support and services promptly within agreed upon Service Level Agreement
(SLA) guidelines.
• Developed knowledge base resources to supplement client training and onboarding, ensuring long-term success.
• Monitored, maintained, upgraded, and optimized Orion Health solutions in both customer physical environments and Orion Health's SaaS environments.
• Established lasting relationships with Orion Health clients at the management level.
• Conducted regular meetings with clients to assess overall solution state, outstanding tickets, system performance/stability, end-user satisfaction, and utilization.
• Served as the primary point of contact for all faults and technical questions, utilizing issue- tracking systems to gather information, log problems, and analyze results.
• Identified and scoped service releases based on priorities and time frames outlined in the SLA to enhance client satisfaction.
3
• Acted as one of the Technical Implementation Consultants for Meaningful Use Compliance, providing technical support for integrating and configuring software and hardware components to assist in approval.
• Provided 2nd level support for applications such as Rhapsody Integration Engine, Orion HIE, Physician Portal, and Clinical Portal, working closely with hospital staff and physicians in both the United States and Canada.
VXI Global Solutions. Jan 2011 – Sep 2012
Sr. QA Engineer/Consultant
• Managed software installation, configuration, and updates for HP ALM internal product and Projects, supporting multiple QC, QTP, and LR projects involved in upgrading from 8.x to 9.x to 10.x and 11.
• Conducted Functional testing, GUI Testing, System Testing, Regression testing, Performance, User Acceptance, and Beta testing assignments in response to client support calls, emails, and personnel requests for the next level of technical support.
• Provided training for new hires and managed consultants and testers on standalone projects.
• Handled documentation, test plans, maintenance, upgrades, hardware, and software system replacements for ITO
VXI Global Solutions, Inc. March 2010 – Jan2011
Desktop Support
• Provide frontline technical support for desktop computing environments, including hardware, software, peripherals, and operating systems Windows.
• Install, configure, and maintain desktop computers, laptops, printers, and mobile devices, ensuring proper functionality, connectivity, and security compliance.
• Diagnose and resolve desktop-related issues, such as hardware failures, software errors, network connectivity problems, and performance slowdowns, utilizing troubleshooting techniques and diagnostic tools.
• Perform routine maintenance tasks, such as software updates, patches, antivirus scans, and system optimizations, to ensure desktop systems are secure, stable, and up to date.
• Manage user accounts, groups, and organizational units (OUs) within Active Directory, ensuring proper permissions, access controls, and security settings are maintained.
• Perform user provisioning, deprovisioning, and account management tasks, including password resets, account unlocks, and group membership modifications.
• Troubleshoot and resolve Active Directory-related issues, such as login failures, group policy problems, and DNS configuration errors, ensuring smooth user authentication and directory service operations.
• Provide technical support and assistance for Avaya phone systems, including desk phones, softphones, voicemail, and conferencing solutions, troubleshooting hardware, software, and connectivity issues.
4
• Configure and administer Avaya phone system settings, features, and call routing rules, ensuring optimal performance, call quality, and user experience.
• Log, track, and prioritize user-reported incidents and service requests related to Active Directory, Avaya phones, and desktop support using ticketing systems (e.g., ServiceNow, JIRA).
• Ensure timely resolution of tickets within established service level agreements (SLAs), escalating complex or unresolved issues to higher-level support teams or vendors as needed to expedite resolution and minimize downtime.
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VXI Global Solutions, Inc. Dec 2009 – March 2010
Quality Assurance (Direct TV)
• Monitor and evaluate customer interactions (phone calls, chats, emails) handled by customer service representatives in the DirecTV call center to ensure adherence to quality standards, service protocols, and compliance with company policies.
• Assess the quality of customer service interactions based on predefined criteria, including communication skills, product knowledge, adherence to call scripts, resolution accuracy, and customer satisfaction metrics.
• Analyze call center performance data, quality metrics, and customer feedback to identify trends, patterns, and areas for improvement in customer service delivery, agent performance, and call handling processes.
• Provide constructive feedback and coaching to customer service representatives based on call evaluations, highlighting areas of strength and opportunities for improvement, and offering guidance on best practices and performance enhancement strategies.
• Collaborate with training and development teams to design and deliver training programs, workshops, and refresher courses for customer service representatives, focusing on quality improvement initiatives, customer service skills, and product knowledge enhancement.
• Monitor compliance with regulatory requirements, industry standards, and company policies related to customer interactions, data privacy, and confidentiality, ensuring adherence to legal and ethical standards in customer service delivery. VXI Global Solutions, Inc. Jul 2009 – Dec 2009
Technical Support Representative (Direct TV)
• Provide technical support and assistance to DirecTV customers via phone, chat, email, or other communication channels, addressing inquiries, troubleshooting issues, and resolving problems related to TV services, equipment, and billing.
• Diagnose and resolve technical issues with DirecTV services, including satellite TV reception problems, signal loss, channel lineup discrepancies, DVR functionality, and remote-control troubleshooting, ensuring timely and satisfactory resolution for customers. 5
• Demonstrate comprehensive knowledge of DirecTV products, services, packages, and promotions, educating customers on available features, programming options, and equipment functionalities to enhance their viewing experience and satisfaction.
• Utilize troubleshooting techniques and diagnostic tools to identify and isolate technical issues affecting DirecTV services, such as connectivity problems, hardware malfunctions, software glitches, and account-related issues, providing accurate and effective solutions.
• Assist customers with the installation, setup, and activation of DirecTV equipment, including satellite dishes, receivers, Genie DVR systems, wireless receivers, and streaming devices, ensuring proper configuration and functionality.
• Activate new DirecTV service accounts, process service upgrades or downgrades, and assist customers with account-related inquiries, billing inquiries, payment processing, and account modifications, maintaining accurate records and adhering to company policies and procedures.
• Escalate unresolved technical issues or customer concerns to higher-level support teams, field technicians, or network operations centers (NOCs) as appropriate, providing comprehensive background information and collaborating with internal stakeholders to expedite problem resolution and ensure customer satisfaction.
Sutherland Global Services (Microsoft), India
Sr. Technical Support Jul 2007 – Aug 2008
• Offer expert assistance and troubleshooting guidance to customers experiencing issues with Microsoft Operating Systems (OS), including but not limited to Windows 10, Windows Server, and legacy Windows versions.
• Diagnose and resolve complex technical problems related to Microsoft OS installations, configurations, updates, and compatibility issues, ensuring timely and effective resolution to meet customer needs.
• Utilize remote desktop tools and other support technologies to deliver remote assistance and support to customers, guiding them through step-by-step solutions and ensuring minimal disruption to their workflow.
• Maintain accurate records of customer interactions, including details of issues reported and solutions provided, to facilitate knowledge sharing within the support team and improve troubleshooting efficiency.
• Communicate effectively with customers via phone, email, chat, or other communication channels to gather relevant information, provide status updates on ongoing issues, and ensure customer satisfaction throughout the support process.
• Collaborate closely with cross-functional teams, including engineering, product management, and sales, to address customer needs, share insights from support interactions, and contribute to the continuous improvement of Microsoft OS products and services. 6
Education
St. Joseph high School, India. (Business and Management) Business Administrator (South Gujarat University, India) Certifications
Diploma in Hardware and Networking
Rhapsody Associate
Cleo Transformation PCE Developer
Azure Administration- Associate (AZ-104) (In progress) Key Technical Skills
EDI Tools: Mapping Editor CIC, Rhapsody Integration Engine RDBMS: Oracle, SQL Server
Tools: Version control (Subversion, Git), Rhapsody, Core Point, NextGate EMPI, Jira, MS Office/Project/Visio
Platforms: Health Information Exchange (HIE), Transportation and Logistics. Misc.: Webservices (SOAP/REST), HL7 v2/v3 (ADT, ORU, MDM, CCDA), AWS References available upon request.
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