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Praful K. — Mid-Level Healthcare IT Customer Support & Operations Manager from India

Praful K.

Mid-Level Healthcare IT Customer Support & Operations Manager

India 3-6 years
Open to offersNew to Platform
Languages
EnglishHindi
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About

Praful K. is a seasoned Technical Support & Implementation Specialist with over 4 years of experience in technical support, operations, and client management, chiefly within the Healthcare IT sector. At Timestream Technologies Pvt. Ltd., he supports over 500 hospital clients using a robust Hospital Information System (HIS) platform. Praful has successfully improved ticket resolution efficiency by 80–90%, reduced backlog by 75%, and led a 10-member team through complex product rollouts. His expertise in HIS implementation and user training significantly enhances client adoption and satisfaction. Praful also excels in requirement gathering, UAT, KPI analysis, and SLA management. He holds a Bachelor of Arts in Political Science from the University of Delhi and has demonstrated his technical prowess with tools like Salesforce, Zendesk, and internal dashboards. His achievements include zero critical post-launch failures in HIS Version 3.0 rollout, and he leverages his skills in HTML, CSS, and Javascript for effective web support solutions. Praful is recognized for his problem-solving approach and commitment to high-performance standards in fast-paced environments.

Experience

  • Customer Support & Operations Manager

    Timestream Technologies Pvt. Ltd. · 2025 — Present
    Act as the primary escalation point for enterprise hospital clients, addressing complex HIS software and workflow challenges with resolutions typically achieved in 15–25 minutes. Mentor and manage a 10-member support team, ensuring adherence to daily ticket queues, performing quality checks, and coaching for KPI success. Provide continuous go-live and post-implementation support for various hospital workflows including OPD, IPD, billing, pharmacy, and laboratory. Collaborate with engineering and product teams on client feedback to assist in requirement gathering and gap analysis for upcoming features. Facilitate user training to support HIS platform adoption and enhance product utilization across more than 500 accounts.

  • Technical Support & QA Operations Lead

    Timestream Technologies Pvt. Ltd. · 2024 — 2025
    Oversaw comprehensive HIS implementation support and quality assurance for the Version 3.0 product launch across over 500 hospital clients, ensuring no critical failures post-launch through proactive testing and client onboarding. Managed the enterprise ticketing system to track case progress, maintain documentation, and ensure timely resolutions via multiple communication channels including phone, email, and chat. Developed structured UAT feedback loops to improve first-contact resolution rates, reinforcing client confidence in platform stability. Conducted training sessions for hospital staff and created process documentation, enhancing support during go-live and minimizing repeat inquiries.

  • Operations & Frontend Support Manager

    Urbanite Creation · 2023 — 2023
    Provided technical and operational support for client-facing digital products, resolving website and UX issues while clearly conveying solutions to non-technical stakeholders. Managed communications with vendors and clients, ensuring prompt service request resolutions and sustaining high levels of satisfaction. Leveraged data-driven insights for optimizing workflows to enhance team delivery efficiency.

Skills & Expertise

Customer SupportHootsuiteHealthcareHelpdeskCustomer Service and Admin Support

Education

  • Bachelor of Arts – Political Science
    University of Delhi

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