International Projects: Apple FHIRSuccessful integration of MTBC products (TalkpHR and talkEHR) with Apple Health app.Telemedicine:For Doctors Integration and development of TalkpHR and TalkeHRTalkMD: Successfully developed web and IOS/Android app for patient and doctor end to remotely communicate each other for medical purposes. Fox:Managing all Development of Fox Portal, Fox Trax app, Fox PHR, Fox Websoft development and Fox Dev/QA Team. Comply all Software development life cycle processes.Key Tools: Project management Tools Wrike , Ms. Project, Jira ,Microsoft Team foundation Server(TFS)Core Jobs• Coordinating with cross discipline team members to make sure that all parties are on track with project requirements, deadlines, and schedules.• Organize scrum every day with team and align coordination amongst teams.• Create iterations, Sprints, Stories and tasks in Microsoft Visual Studio TFS (Team Foundation Server) and Microsoft Project.• For project overview create Gantt charts and Project planner.• Meeting with project team members to identify and resolve issues.• Submitting project deliverables and ensuring that they adhere to quality standards.• Preparing status reports by gathering, analyzing and summarizing relevant information.• Establishing effective project communication plans and ensuring their execution.• Facilitating change requests to ensure that all parties are informed of the impacts on schedule and budget.• Coordinating the development of user manuals, training materials and other documents as needed to enable successful implementation and turnover of the process or system to the clients.• Identifying and developing new opportunities with clients.• Obtaining customer acceptance of project deliverables.• Managing customer satisfaction within project transition period.• Conducting post project evaluation and identifying successful and unsuccessful project elements.       
 
 

• As a lead responsible for producing knowledge base (KB) for peers and team members. • Assist my team for planning, implementation and documentation of hardware and software installations and upgrades. • Define Key Performance Indicators (KPIs) to evaluate the effectiveness and efficiency of the process, making recommendations for improvements and design reporting specifications • Ensure the Incident Management process has been deploy correctly. • After evaluating Quality assurance reports standardized the process. • Review KPIs and take action required following the analysis. • Periodically audit the process to ensure compliance to policy and standards and address any issues with the running of the processes. • Review opportunities for process enhancements and for improving the efficiency and effectiveness of the process. • Ensure that all relevant staff and customers have the required technical and business understanding, knowledge and training in the process and are aware of their role in the process • Ensure that the process, roles, responsibilities and documentation are regularly reviewed and audited. • Interface with management, ensuring that the process receives the needed staff resources • Provide input to the on-going Service Improvement Program, Communicate process information or changes, as appropriate, to ensure awareness. • Review integration issues between the various processes Integrate the process into the organization • Promote the Service Management vision to top-level/senior management • Provide timely resolution to incident P1 and P2 ticket on high priority to adhere SLAs. • Supported applications, revising, updating, creating and improving stored procedures, problem solving and providing documentation as required. Shift Management • All tickets should be assigned within the specified timeframe to accomplish the TTO SLA • Ensure balance the workload among available engineers based on Active Tickets.

• Providing technical support to Pearson staff, providing efficient support for access and user accounts management
• Access management on the enterprise application which includes: Service Now, Oracle IQS, Oracle Discoverer, Oracle ERP, ISeries-AS400, ePen, VPN, Business Objects, Microsoft Outlook, Active Directory, Citrix, McAfee End Point Encryption and Bit locker Encryption.
• Interacted with other departments in creating procedural methods to solved technical issues.
• Diagnosed and resolved operating system related issues
• Researched and resolved problems
• Conducted new hire orientation when office grew; covered topics such as E-mail procedures, electronic timesheet completion and computer policies.
• Demonstrated high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical advice and directions.
• Reduced stress levels of customers by adopting a cooperative attitude and positive approach to every task and assignment.
• Received numerous customer commendations and awards.
• Responsible for granting login access for raised tickets and replying emails for successful activations or deactivations.
• Work cordially with the Application Support team, Desktop Support team, Dot Net team and also Service Management team based in High Helborn and Hellaby, United Kingdom.
• I am ITIL trained and well experienced in using the ticketing management system (ITSM) and Service Now.
• Taking ownership of the call and seeing it through to closure.
• I have the ability to listen to, understand and defuse difficult situations.

• Provide troubleshooting in an inbound call center for Singtel Broadband /Miotv/Mobiles and email related issues.
• Handle inbound calls from customers.
• Listen to customers’ complaints; identify issues; provide solutions and troubleshooting keeping the KPI’s with in targets.
• Liaise and consult with team members and supervisors in effort to resolve customer issues.
• Escalate the issues to other relevant departments effectively and efficiently.
• Educate customers to identify / differentiate Singtel related and non-Singtel related issues.
• Discuss issues with team members and supervisors; propose ideas / ways to improve processes / operations within the division.
• Able to communicate all people at all levels because of extra ordinary management and communication skills.
• Provide help and assistance on Technical support for SingTel Mobile phone, Tablets, and Broadband on mobile.
• First call resolution in all iPhone, Blackberry, android, Macintosh, i-pad, Dongle USB, BES, BIS Server email system integration, setting up of corporate email server live assistance and other mobile technical related issues and requests.
• Analyze problems (both technical and operational) and arrives at workable solutions.
• Update and maintains the related database(s).
• Assist in the support of administrative computer-based applications (Icon, Singtel-pedia, E-care, excel sheets, shared server).