Saurav Dash

Worked as a SME in the PowerChart EMR support team, known for optimizing clinical systems. Delivered value across system diagnostics by providing technical expertise, maintaining SLA excellence, managing different client stakeholders and doing process improvement in a mission-critical healthcare environment. · SLA Adherence: Achieved 100% compliance across all service and operational benchmarks. · Incident Management: Resolved 100% cases within SLA, ensuring seamless service delivery. · Zero Backlog: Maint

Provided end-to-end technical support for the PrintSmith Vision product, collaborating across multiple teams of QA, engineering, and production and improved customer experience and product quality. · Cross-Functional Coordination: Strengthened pre-release validation and post-release support. · Reporting: Built dashboards and data diagnostics to boost transparency. · SLA Delivery: Resolved high-impact issues with 95%+ SLA compliance. · Uptime Management: Maintained 90%+ availability across client systems. ·

Supported EFI’s digital print ecosystem, balancing customer-centric issue resolution with backend analytics and automation. Key contributor to product diagnostics and operational excellence. · Self-Service Enablement: Launched reporting portal, reducing turnaround by 40%. · Documentation of KDB: Developed team wiki, knowledge database for recurring issue resolution. · Issue Resolution: Resolved 95%+ Tier 1/2 tickets within SLA. · Diagnostic Tools: Boosted product diagnostics efficiency by 30% with SQL auto

Led enterprise-level technical support for loyalty and engagement platforms, with a focus on issue resolution, problem prevention, automation, and mentoring. · Client Satisfaction: Maintained 98%+ positive feedback year-over-year. · System Uptime: Ensured 99.9% availability for all major systems. · Automation: Streamlined recurring support tasks, improving accuracy & efficiency. · Workflow Optimization: Reduced issue resolution time by 35%. · Root Cause Fixes: Decreased issue recurrence by 30% through perm

Work experienced in providing web-based solutions to customer,client as well as internal team's query. I worked in mysql and PHP and worked in more than 10-12 websites.