Priyanka Rajendra Panhalkar
Senior Application Support Specialist
Pune
Summary
To work as an administrative staff with an organization where the work environment is challenging and to contribute hard work and skills work towards the success of the organization. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
2025
2025
years of professional experience
6026
6026
years of post-secondary education
3
3
Languages
Work History
Senior Application Support Specialist
Deutsche Telekom Clinical Solutions India Private
Pune
02.2022 - Current
- Incident monitoring, resolving and generating reports
- Responsible for escalated customer questions/issues, collect bug reports and other issues from production customers and 1st Level Support
- Research and troubleshoot technical issues reported by customers and 1st Level Support
- Test and duplicate issues reported by customers in test environments to enable development team to understand the issue faster
- Clearly document technical issues within support incidents
- Escalate issues to Level 3 as and when needed
- Responsible for learning and understanding how L3 resolves the issue
- Work closely with L1 Application teams and Development teams
- Hands on experience on SailPoint Identity Now with regards to Health Care Domain Specific to Netcare Hospitals in South Africa
- Support technical and security on boarding of new user groups, coordinating requirements
- Support various types of reviews like Account access, User access, Group, and Role review
- Mentoring Team members with the current knowledge set along with Documentation on the process and technical understanding
- Understand user support issues; occasional analysis and forecasting to assist stakeholders
- Troubleshoot identity and access related issues in SailPoint IIQ
- Root cause Analysis and help in having permanent fix's
- Works with Postman to authenticate and connect to network endpoints successfully
- Works on L2/L3 support activity as team member, analyzing issues and handling requests, and update the tickets on visual studio accordingly
- Works with HL7 Integration Engine(IM4HC/ Biztalk) and good knowledge of HL7, ICD, CPT
- Manage projects using the Atlassian tool suite (JIRA, Confluence)
Support Consultant
Allscripts
Pune
01.2019 - 01.2022
- Diagnose and resolve client questions or problems in the areas of system product functionality, and bugs/enhancements
- Have organizational, communication, interpersonal, and time-management skills with the ability to multi-task and prioritize own work
- Experience in reading and manipulating HL7 and XML
- Work with SQL (SELECT, UPDATE, DELETE, INSERT statements)
- Working on active directory and stored procedures in SQL
- Basic understanding of SQL and DML scripts
- Communicate with product development department to improve on current design or to identify possible problems with design
- Doing TNI for the product related issues and providing solutions to higher management
- Strong team player – collaborates well with others in multiple time zones; ability to share knowledge with team members
- Managing cases, requests and enhancements using online tools and processes
- Providing a high level of service to Clients and adhering to strict SLAs for response and restoration times
- Creation and distribution of knowledge and information with other team members and the company
- Basic understanding of windows and networking
- [ping, trace, ipconfig, ip address, firewalls, Printers, IIS, etc]
- Providing assistance and cover for other team members where required
- Have analytical and problem-solving skills
- Deployment of service releases, patches, requests and customizations
Support Consultant
Allscripts
Pune
11.2016 - 03.2018
- Diagnose and resolve client questions or problems in the areas of system product functionality, and bugs/enhancements
- Working on active directory and stored procedures in SQL
- Communicate with product development department to improve on current design or to identify possible problems with design
- Doing TNI for the product related issues and providing solutions to higher management
- Adapted 4 Dx (4 Disciplines of Execution) methodology last quarter and driving across support team ensuring the goals are met
Assistant Manager Operations
Wipro Ltd
01.2014 - 09.2016
- Assist the operations manager in organizing, planning and implementing strategy
- Coordinate operations
- Ensure schedules and objectives are met
- Monitor operating costs, budgets and resources
- Communicate with clients and evaluate their needs and specifications
- Create reports, analyse and interpret data
- Drive recruitment process and training & development
- Attrition Management, People Development, Team Effectiveness, Utilization and Adherence
- Relationship management with Process / Business Owner
- Process Performance Monitoring, for adherence to SLA’s and other contracted commitments
Collate inputs, Analysis and Report to management / Client on process performance
Analyse statistical reports and other documents to identify trends and implement strategies to further improve overall Quality of Service performance
Provide opportunities for career development for the team members through progressive coaching, feedback and performance appraisals
Develop and implement programs that enhance employee motivation and maintain a positive work environment
Attrition Management, People Development, Team Effectiveness, Adherence
Point of reference for escalations to/from client counter parts and responsible for resolving them for process level issues
Senior Specialist (SME)
Infosys Ltd
Pune
5 2011 - 1 2014
- Coaching and monitoring of agents to improve performance
- Responsible for the performance of the team
- Assists agents in handling escalated customer care issues and provide the optimum resolution
- In-charge of ad-hoc activities such as organizing parties and recognition event of the account
- Proactively identify potential problem and improvement opportunities through analysis
- Preparing various reports like MOM, weekly metrics and monthly business reports
- Generate process related reports for higher management and send it on a daily basis
Education
B.CA -
Prathibha Institutes of Commerce And Computer
Pimpri-Chinchwad, IndiaH.S.C. -
Jai Hind High School
Pimpri-Chinchwad, IndiaS.S.C. -
Jai Hind High School
Pimpri-Chinchwad, IndiaSkills
Windows 2000
Windows 2003
Windows 2007
Windows 2008
C
C
Visual Basic
VB
VBNET
Core Java
Advanced Java
Oracle (SQL)
HTML
CSS
Java Script
ASPNET
Windows Server
SQL Server
IIS
Database Queries
EDB
Windows diagnostics
Event viewer
Msconfig
regedit
perfmon
net commands
Remote desktop
terminal server
Citrix
SqlTools
PGAdmin4
Team Mentoring
Application monitoring
Ticket management
Document configuration
API Integration
Personal Information
- Date of Birth: 11/25/90
- Gender: Female
- Marital Status: Married
Timeline
Senior Application Support Specialist
Deutsche Telekom Clinical Solutions India Private
02.2022 - Current
Support Consultant
Allscripts
01.2019 - 01.2022
Support Consultant
Allscripts
11.2016 - 03.2018
Assistant Manager Operations
Wipro Ltd
01.2014 - 09.2016
Senior Specialist (SME)
Infosys Ltd
5 2011 - 1 2014
B.CA -
Prathibha Institutes of Commerce And Computer
H.S.C. -
Jai Hind High School
S.S.C. -
Jai Hind High School
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