PRIYANKA GUPTA

Work hands on with regional and enterprise account executives to analyze business needs and provide customer facing technical demonstrations that position our product’s ability to address realized and unrealized organizational requirements. Additional responsibilities include:

• Utilizing BPMN tools to graphically depict data-driven healthcare solutions to current and prospective customers by providing canned, and custom product feature demonstrations
• Articulating a deep understanding of product functionality, integrations, and usage to prospects
• Leading recurring scrum meetings with engineering, QA and product specialists to ensure that all technical requirements are met in order to provide flawless feature demonstrations
• Collaborating with business development to understand technical capabilities and competencies within the market
• Representing the company and solutions at national industry conferences

Projects:

1. Golden Copy Infusion workflow

Work alongside a team of post-sales product SMEs and business analysts throughout building, testing, and training of our golden copy infusion care workflow solution.

2. Sales POC Improvement

Work closely with engineering, product, and sales leadership to improve pharmacy and infusion proof of concepts for sales demonstrations, and run weekly stand-ups to ensure a seamless transition of each use case onto Google's Cloud Platform.

Responsible for establishing client trust by providing proactive, high quality application support in the following ways:

• Respond to any technical production issues raised by clients
• Use methodical approach to work through complex business issues
• Work with external client IT and end users to ensure that all issues and requests are tracked appropriately within ServiceNow
• Collaborate with Operations, Network and Developer teams to drive incident resolution
• Support scheduled client upgrades
• Work with internal business analysts and testers to ensure fit for purpose solutions are delivered
• Actively monitor, and analyze system level issues by utilizing SQL developer and other monitoring tools
• Maintain data integrity by creating, and executing SQL database support scripts
• Work with various teams to keep process documentation up to date and relevant
• Provide evening, and overnight support by responding to after hours emergency alerts

Projects:

1. Project Stabilize

Worked on a cross-functional team dedicated to supporting cloud implementation and stabilization efforts.

Responsible for delivering high quality, real-time customer care in a fast-paced technical support environment, in adherence with set service level agreements. Day to day tasks included:

• Managing incidents relating to critical systems and service operations for a diverse portfolio of industries using Jira
• Responding to customer requests via phone, email, or chat
• Providing application support of in house reporting tools to internal and external users
• Proactively monitoring and managing overall health of critical services and infrastructure systems to prevent system failures and a poor customer experience
• Collaborating with various technical teams to drive incident resolution (Network, TechOps, Platform, DevOps)
• Keeping detailed chronology of all incidents from detection, to resolution to ensure accuracy of RCAs
• Maintaining upkeep of various system and KPI monitoring tools

Projects:

1. Cloud Service Desk Discovery

Evaluated various service desk technologies, related security constraints, and compliance to improve operational efficiency and CRM.

Completed three, six month long business rotations, and provided product demonstrations as part of a leadership development program for recent college gradates. Below are each of the three teams worked with to complete projects assigned by designated rotation managers:

1. Support Services Rotation

• Analyzed cross-functional processes, work-flows, procedures, and communications using various process mapping tools
• Developed current and future state documentation for daily support operation procedures
• Updated Tier 1 onboarding and training documentation
• Took part in CRM help desk software discovery sessions

2. Technical Operations Project Management Rotation

• Facilitated stand up meeting with various technical teams to gather status updates on all assigned work items
• Worked with various technical teams to identify, plan, and execute support process improvement initiatives

3. Food Services Rotation

• Facilitated application beta testing and data aggregation
• Reported to leadership on industry and pre-sales research (BDR)

Other Responsibilities:

• Provide product demonstrations highlighting several NLP capabilities to internal. and external stakeholders
• Completed in-depth UI training modules to better understand system operations

Utilized my experience with information systems and spatial analysis to explore how technology aids in the management of information within the public sector. During this time I gained experience in the following areas:

• Complex, cross-functional, business process mapping using various BPMN tools
• Best practices in process mapping to enhance existing processes
• Operational work orders from various government departments
• Facilitating brainstorming sessions with key stakeholders to solidify project scope

Projects:

• Payroll process improvement for Department of Finance
• Operation Transformation Rochester for Office of the Mayor
• Performed QA testing of various 3rd party online payment systems
• Managing administration of departmental access requests