Susmith Suresh

Enterprise-level analyst for PowerChart (Nursing & Allied Health)
 L3 support for CareNet issues
 Build - mPages, PowerForms, EKM Rules, etc.
 Design workflows, solutions and enhancements
 Device Interfacing - ECG and Vital Signs
 Test new software functionalities
 Develop CCL queries
 Working with Cerner resources for extended build and development work
* Project management
* Extensive COVID-related work on the frontlines setting up field hospitals

 Employed as Cerner Millennium Application Support Engineer for the client MOH (Ministry Of Health)
 Worked onsite from various client locations (hospitals/clinics) in the UAE
 Responsible for the first and second level support for all issues related to Cerner Millennium software
 Implementing access control for Cerner Millennium software
 Extracting reports from Cerner Millennium through CCL and other reporting tools
 Troubleshooting issues related to various modules of Cerner such as PowerChart, RadNet, FirstNet, SurgiNet, PharmNet, etc.
 Responsible for first level support/diagnosis of issues related to IT infrastructure
 Liaising with the client’s IT team for hardware/network related issues
 Configuring scanners and network printers
 Conduct pro-active reviews and analysis of the application functionalities, hospital workflows and documentation; suggesting any upgrades or changes required in the same
 Testing of new software or added functionalities
 Training end users
 Well versed in the use of BMC Remedy as well as use and support of various Cerner Millennium applications as well as CCL (Cerner Command Language)

 Employed as Technical Support Engineer for the client DHA (Dubai Health Authority)
 Responsible for the IT infrastructure, applications, services and documentation for all government hospitals and clinics in Dubai.
 Installing and configuring PC’s, Windows operating systems and security software.
 Configuring network printers
 Installing, configuring and L1 support of all medical applications and HIS software used in DHA
 Diagnosing, troubleshooting and documenting technical issues related to desktops and laptops
 L1 support for Telecom and Network issues
 Implementing access control via Active Directory
 Configuring and troubleshooting issues related to Outlook
 Configuring email on iPhone and Android devices
 Creating and managing access control for various medical applications and systems
 Part of the team involved in DHA’s migration from Windows XP to Windows 7
 Hardware and Software Inventory Reports
 Periodic inspection and analysis of hardware, applications, data and documentation; suggesting any upgrades or changes required in the same
 Suggest, test, and prepare analysis of new software
 Upgrade and maintenance of IT infrastructure; documentation of all upgrade activities and assisting in maintaining the IT asset database
 Communicating with users during upgrade activities; educating about adherence to the latest policies and procedures
 End-to-end coordination with other IT support teams/vendors/service providers, users and the management during transitions/upgrade/maintenance/repair activities
 Frequent monitoring of entire IT infrastructure, for detection of issues as well as to forecast potential issues
 Analyze the issue identified, recommend corrective action and assist in resolution of the issue
 Analyze potential issues detected, recommend preventive measures and assist in the implementation of the same
 Creating, maintaining, and periodically reviewing technical documentation for all issues encountered, corrective measures implemented, root cause analysis, etc.
 Mentoring and training newly joined engineers
 Conducting process and procedure-related training sessions for the entire team
 Proficient in Active Directory, Microsoft Deployment Toolkit 2010, LANDesk Management Suite, LANDesk Service Desk (web and console), NexThink Analytics Tool

 Employed as Technical Support Engineer for the global liquor conglomerate Diageo
 First level of support for IT/Telecom/Network related issues
 Installing, configuring and troubleshooting Windows operating systems
 Configuring as well as troubleshooting laptops, desktops, software, hardware, Internet, network, etc.
 Configuring Outlook on PC and phone and troubleshooting issues related to it
 Troubleshooting issues related to VPN
 Implementing access control via Active Directory
 Communicating with, and educating users about the potential risks, proper procedures, and assisting in following quality control standards
 Liaising with other support teams and vendors for timely resolution of issues
 Performing end-to-end incident management. Incidents involving other support teams are recorded and routed to the concerned party for further action.
 Responsible for following up and communicating with these teams for timely resolution of the issue, analyzing the possible causes, as well as suggesting preventive measures
 Responsible for time-critical user service/ infrastructure restoration, technical troubleshooting within complex IT systems environment. Working with users, internal IT and infrastructure teams, third party data providers etc. throughout the service restoration process.
 Using the BMC Remedy Tool for recording incidents and requests (along with the corresponding actions/resolutions), categorizing and prioritizing them in-line with the standards.
 Assisting with the review, maintenance and amendment of the Knowledge Base pertaining to technical and process documentation
 Performing periodic auditing of systems and procedures, and suggesting measures to ensure compliance
 Mentoring new joiners
 Proficient in BMC Remedy, IBM Lotus Notes

 Employed as Virus Removal Specialist for the client McAfee
 Specialized in virus removal for all kinds of end user PC infections
 Responsible for providing Technical Support for McAfee’s home and corporate customers
 Installing and configuring Antivirus solutions
 Installing and configuring Firewall and other security systems
 Troubleshooting issues related to McAfee software
 Assisting with the detection and troubleshooting of software compatibility issues
 Communicating with and educating end users regarding potential risks, and aiding in implementing preventive measures
 Assisting corporate customers to adhere to safety standards
 Documenting issues, troubleshooting steps and solutions
 Providing valuable input to McAfee research team about potential new threats, and thereby assisting in streamlining security solutions

 Employed as Technical Support Engineer for the client TIME Computers
 Responsible for providing Technical Support for home customers in UK
 Over-the-phone and remote assistance for issues related to PC hardware, operating systems and related software
 Assisting customers to do basic troubleshooting and checks
 Assisting with performing Windows reinstallation using the OEM media provided
 Performing remote troubleshooting for the user PC
 Coordinating with the second level support in case issue is not resolvable over the phone
 Upselling