Technical Support Officer | HCL Technologies (BPO) | Sep’06 – Sep’07

Worked on AT&T Yahoo’s ISP process, providing frontline support for internet, network, modem, and router issues for U.S. customers.

Responsibilities

• Provided frontline support for internet, network, modem, and router issues.

• Performed end-to-end technical troubleshooting and guided customers through detailed fixes.

• Handled difficult or escalated customer calls with calm, clear, solution-oriented communication.

• Documented issues, resolutions, and recurring patterns to improve team knowledge and workflows.

Takeaways & Learnings

This experience built the technical discipline and communication foundation that later shaped my career in Support and Operations.

• Built a strong troubleshooting mindset by diagnosing real-time technical issues across networks, modems, and routers.

• Developed calm, structured communication, especially when dealing with frustrated or escalated customers.

• Learned to simplify complex problems and guide non-technical users with clarity and patience.

• Strengthened documentation habits, capturing issues and fixes in a consistent, process-driven way.

Product Support Engineer | Omnicell India Pvt. Ltd. | Oct 2007 – Aug 2010

Joined Omnicell as part of the pilot Server & Application Monitoring team, supporting critical infrastructure across thousands of healthcare sites. Managed real-time monitoring of 3,500+ servers using Omnicell’s vSuite platform, ensuring system stability, performance, and application availability.

Responsibilities

• Monitored 3,500+ servers using vSuite for backups, CPU/memory usage, disk capacity, and fragmentation.

• Performed hardware monitoring using Dell OpenManage across distributed systems.

• Tracked application health, cabinet alerts, and crash notifications for Omnicell solutions.

• Transitioned monitoring from weekly reports to real-time alert-based operations.

• Installed, configured, and upgraded vSuite monitoring software across customer sites.

• Provided L1 support for Omnicell-developed interfaces and connectivity components.

Takeaways & Learnings

This role strengthened my technical depth, operational discipline, and my ability to work with high-reliability, healthcare-driven environments.

• Deepened technical exposure to large-scale server and application ecosystems.

• Strengthened operational discipline through real-time monitoring and alert management.

• Gained hands-on experience with healthcare-critical systems where uptime and reliability mattered.

• Improved analytical thinking, identifying patterns and troubleshooting multi-layered issues.

• Learned the importance of proactive monitoring, laying the groundwork for preventive operations in later roles.

System Analyst | Computer Science Corporation | Aug’10 – Oct’15

At CSC, worked for Omnicell Healthcare as client. Led L1/L2 support for Omnicell’s healthcare automation applications, managing a 12-member team responsible for interface setups, troubleshooting, customer escalations, and server monitoring across 3,500+ sites. Drove operational improvements through trend analysis, stronger documentation, and proactive customer engagement, consistently delivering high service quality in a mission-critical environment.

Responsibilities

• Led a 12-member team supporting Omnicell interfaces and applications.

• Set up and configured new customer interfaces (ADT, RXP, Charges, Carousel).

• Managed escalations, customer issues, and coordination with external providers.

• Ensured SLA compliance for incidents and service requests.

• Monitored 3,500+ servers via vSuite and performed interface/vSuite upgrades.

• Conducted trend analysis, identified recurring issues, and improved workflows.

• Delivered stakeholder reports and maintained knowledgebase content.

• Trained, mentored, and cross-skilled team members.

Takeaways & Learnings

This experience strengthened my technical skills, leadership skills, enhanced my operational maturity, and built confidence in managing complex, high-availability environments.

• Grew as a people leader—team management, mentoring, conflict resolution.

• Strengthened technical depth in healthcare interfaces and real-time monitoring.

• Enhanced customer management skills, turning escalations into positive outcomes.

• Improved operational thinking through trend analysis and proactive problem-solving.

• Learned the value of strong documentation to improve consistency and speed.

Tech Lead | Honeywell Technology Solutions Lab Pvt Ltd | Oct’15 – Feb’17

As a Tech Lead at Honeywell, I built the entire support ecosystem for Safety Suite—a new cloud-based worker-compliance platform—completely from the ground up. I designed the L1–L4 support model, set up tools and infrastructure, hired and trained global teams, led customer onboarding and technical support, and partnered with product and engineering to modernize the platform. This role gave me end-to-end ownership of transforming a new SaaS product into a fully operational, customer-ready service.

Responsibilities

• Architected the full support framework for a new SaaS product—processes, workflows, CRM, and infrastructure.

• Designed and implemented L1–L4 support operations, incident, and change management.

• Built and trained the global support team across on-shore and off-shore locations.

• Created technical documentation and support SOPs with the documentation team.

• Delivered pre-sales demos, onboarding support, and post-sales L1–L3 application support.

• Drove migration from legacy to generic platform alongside product and engineering teams.

• Gathered customer/internal feedback and translated it into requirements and backlog items in JIRA.

• Managed infrastructure delivery—VMs, databases, environments—and owned UAT and deployments.

Takeaways & Learnings

At Honeywell, I grew into a leader capable of building scalable support operations from zero while driving product, process, and customer excellence.

• Strengthened cross-functional leadership and end-to-end operational ownership.

• Gained deeper customer insight through pre-sales, onboarding, and post-sales engagement.

• Improved skills in scalable process design, backlog management, and continuous improvement.

• Enhanced understanding of cloud infrastructure, UAT cycles, and deployment practices.