Amal David

Collaborate with cross‑functional teams to tackle complex technical issues across Papaya product suite, delivering creative and effective solutions. Work closely with the software engineering teams to resolve escalated customer challenges and provide timely resolutions. Advocate for customers by collaborating with the Product Organization on feature enhancements and bug fixes, striving to improve the customer experience on the Papaya Global platform. Expand my expertise through continuous training, gaining exposure to additional features and capabilities of Papaya products. Delight both internal and external customers by delivering exceptional support and addressing their daily issues promptly and professionally.

Working as an EHR consultant who works with healthcare providers to plan, design and implement electronic health record (EHR) systems, as well as train others in how to use them. Troubleshoot issues related to the Paragon Clinician Hub (PCH) using SQL queries, Database traces, Exception logs, Event Viewer logs, Developer Tools etc and test associated workflows. Review the issues reported by customers, that are logged as support cases, via Service NOW (SNOW) application. Respond to and resolve escalated technical support requests from end‑users. Troubleshoot software issues to identify and implement effective solutions. Analyze and identify the root cause of technical problems, working with a sense of urgency to develop and implement appropriate solutions. Ensure timely resolution of issues to minimize downtime and productivity loss. Create and maintain accurate documentation of support processes, troubleshooting steps and resolutions. Contribute to the knowledge base to facilitate self‑service for end‑users and enhance the overall support efficiency. Provide training and guidance to junior support staff to enhance their technical skills and knowledge. Mentor and assist team members in resolving complex technical issues, promoting continuous improvement and teamwork. Collaborate with external vendors and service providers to troubleshoot and resolve software issues. Ensure proper communication and follow‑up to ensure timely resolution and minimize disruptions.

Checking the feasibility of the clientʼs requirements regarding the product (VOYAGER) functionality. Resolving the product related functionality and accountability issues through database query language, SQL. Working in close co‑ordination with the Middle Level Management to formulate strategies pertaining to clientʼs requirements and customization with respect to the Yardiʼs flagship product, VOYAGER. Support development team in understanding the working of USA/Canada real estate management life cycle. Manage client communications, reference calls relating to product functionality with Account Managers. Understanding of Microsoft SQL Services Tools like SSRS and implementing it on the clientʼs database for customization of reports.

Orders and Service Requests Provisioning (Processing the failed/stuck requests between the systems like OFS, BSCS, HLR and IN besides CRM). Technical lead for DCoIN (Data Charging on Intelligent Network) Provisioning which includes identifying and rectifying Plan, Pack, Bill Cycle, Credit Limit mismatches between CRM and IN as well as Plan ID mismatch between CRM and PCRF (Speed Issues). Perform CRM vs other systems reconciliations to correct the data mismatches. Monitoring of EAI queues correspond to the Siebel CRM Application and coordinating with Middleware and Siebel Admin Teams if any provisioning delay or issues identified. Testing of Application Functionality and thereby monitoring the application performance. Creation of RCRs (Repeating Component Request) for Bulk Order Provisioning. Agent and sub‑agent code creation and assignment of positions and responsibilities.