Sushmitha Acharya

• Delivered robust end-to-end technical production support for Cerner Millennium and PathNet application
environments, maintaining high platform availability across mission-critical healthcare workflows.
• Orchestrated the end-to-end incident lifecycle via ServiceNow following ITIL framework standards; parsed,
categorized, and resolved complex P1-P4 tickets, consistently maintaining an unblemished 100% First
Response Time (FRT) record.
• Conducted deep-dive application troubleshooting and data integrity verification using SQL, CCL (Cerner
Command Language), and Discern Explorer tools to evaluate core backend issues.
• Utilized standard Linux terminal operations and basic shell navigation commands to review server
application logs, track processing execution states, and safely terminate unresponsive system tasks or
hung background jobs.
• Utilized Oracle Cerner Global Connect securely to trace application logic errors, validate data structures,
and patch errors without disrupting critical infrastructure layers.
• Pioneered Root Cause Analysis (RCA) investigations into complex, recurring system errors, standardizing
permanent fixes and temporary workarounds that yielded a reduction in repetitive support tickets.
• Utilized Genesys telecommunication platforms to initiate and manage internal calls to specialized cross
functional teams, driving dynamic ticket discussions and accelerated resolution turnarounds for complex
Cerner cases.
• Validated, audited, and tracked incoming/outgoing HL7 interface messages to secure seamless cross
application interoperability while providing dependable 24×7 on-call rotational support.
• Designed and facilitated structured training seminars using MS PowerPoint for system end-users regarding
core software functionalities, lowering overall recurring service desk requests by 15%.

ClientProjects: General Motors | DaimlerTruck North America
• Administered production application tracking, environment upgrades, and operational deployment
workflows within fast-paced agile environments supporting global automotive enterprise systems.
• Analyzed production-level code anomalies, debugging system logic and implementing required scripts
securely managed through Git version control to support seamless CI/CD release cycles.
• Leveraged VMware virtualization toolsets to access, inspect, and evaluate remote system servers, utilizing
basic Linux environment terminal actions to monitor process activities.
• Monitored application runtime performance indicators, engineering functional system optimizations to
eliminate application bottlenecks and elevate user performance satisfaction.
• Authored, revised, and maintained extensive operational handbooks, technical tracking sheets, and team
knowledge articles leveraging advanced features in MS Word and MS Excel.

• Facilitated foundational L1 incident mitigation, software troubleshooting, account provisioning, and access
management profiles through ServiceNow.
• Participated actively in major incident bridge lines and P1 technical escalation forums, distributing coherent
progress updates and corporate communications via Microsoft Outlook to cross-functional business
stakeholders during outages.
• Handled onshore clients, providing dedicated technical support and resolving issues with consistent
service quality and responsiveness.
• Attended client calls via Vonage application to discuss technical issues, provide real-time support updates,
and ensure seamless communication for issue resolution.