Technical Support Manager
Resume:
JERSEY CITY • ********@*******.*** • 201-***-****
SHARIF ELSHARKAWY
Technical Support Manager
PROFESSIONAL SUMMARY
Results-driven Information Technology Manager with over 10 years of leadership experience in IT infrastructure, application support, and security services, with a strong focus on healthcare IT environments. Proven track record in implementing and supporting complex systems including EMRs, PACS, HL7 and DICOM integrations, and telehealth platforms. Skilled in connecting and managing over 50+ diagnostic devices, including custom integrations for non-DICOM equipment. Committed to enhancing customer satisfaction through strategic oversight, technical excellence, and deep industry knowledge. Adept at leading cross-functional teams, executing server and database upgrades for on-premises healthcare clients, and aligning technology with clinical workflows. Expert in RFP development, technology needs assessments, and staff training programs that drive operational efficiency and organizational growth. EMPLOYMENT HISTORY
TECHNICAL SUPPORT MANAGER Mar 2014 - Present
Topcon Healthcare Solutions Oakland, New Jersey
Led Call Center Operations: Managed a team of 10 support representatives at a medical software startup, achieving a 95% customer satisfaction rate.
Training & Development: Training & Development: Designed and implemented comprehensive onboarding programs that improved team performance and supported organizational growth; built and maintained a centralized knowledge base in Confluence to enable faster issue resolution and promote knowledge sharing across the support team.
Strategic KPI Tracking & Improvement: Monitored and optimized key performance indicators (KPIs), driving continuous improvement through detailed action plans.
Technical Strategy Execution: Led integration of EMR systems with PACS and deployed HL7 interfaces to support seamless data exchange across ophthalmology, and clinical systems.
Device & Telehealth Connectivity: Connected and maintained over 50+ ophthalmic devices from multiple vendors, implementing DICOM connectivity where supported and engineering custom integration paths for non-DICOM devices into PACS; supported enterprise clients with deployment and customization of Topcon’s telehealth platform for remote diagnostic workflows.
Server & Database Upgrades: Planned and executed server and database upgrades for on-premises healthcare customers, ensuring minimal downtime, data integrity, and compliance with security and performance standards.
Customer Experience Enhancement: Raised Net Promoter Score (NPS) from 58 to 82, co-developed a user-friendly customer care portal to streamline customer support.
System Integration & Technical Upgrades: Spearheaded system upgrades and integrated tools like Salesforce and Jira, implemented Customer care portal, improving operational efficiency.
Issue Resolution: Diagnosed and resolved hardware, software, and network issues to minimize downtime and optimize performance.
Internal Communication: Developed a status page to increase transparency and improve communication across the organization.
Technology Adaptation: Quickly assimilated and applied new technologies to maintain a competitive edge in a rapidly evolving industry.
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TECHNICAL SUPPORT SPECIALIST Jul 2012 - Mar 2013
CGS Inc. Edison, New Jersey
End-User Support: Assisted end-users by troubleshooting technical issues, explaining complex concepts clearly, and providing efficient resolutions.
Customer Follow-Up: Maintained high service standards by following up with clients to confirm that all issues were resolved to their satisfaction.
Issue Escalation: Collaborated with supervisors to escalate and resolve complex technical issues, ensuring timely and effective solutions.
Ticketing System Management: Managed support requests through ticketing systems, documenting all interactions for future reference and improving support workflows.
System Performance Monitoring: Proactively monitored system performance, identifying, and resolving errors quickly to ensure uninterrupted service and functionality.
DEPLOYMENT SPECIALIST May 2012 - Jul 2012
Eisai Inc. Woodcliff Lake, New Jersey
Customer Training & Onboarding: Led customer training sessions, ensuring seamless onboarding, and enhancing customer satisfaction.
Support & SLA Management: Delivered exceptional support using ticketing systems and CRM, consistently meeting SLA targets.
Quality Assurance: Conducted quality checks on deployment packages to guarantee compliance with company standards.
Process Improvement: Increased team productivity and system performance by developing process optimizations and custom scripts.
Technical Support: Provided expert guidance on deployment and resolved complex issues in LAN, WAN, and voice systems.
Performance Monitoring: Ensured high availability and reliability of deployed systems by closely tracking performance metrics. SKILLS
Project Management Data Analysis Customer Retention Process Improvement Team Leadership System Integration (HL7, EMR, DICOM) Technical Writing & Training Networking & Security Windows/Mac OS Microsoft Azure Network Troubleshooting Salesforce SQL Server SLA Management Healthcare IT Compliance (HIPAA, ISO 27001) Telehealth Platforms EDUCATION
BACHELOR COMPUTER SCIENCE Feb 2009 - Jun 2013
New Jersey City University Jersey City, New Jersey LANGUAGES
English (Native), Arabic (Native).
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