Ajay Kumar

I am a results-driven Product Support Analyst with 4 years of experience in technical support, SaaS configuration, API integration, and process optimization. My expertise lies in troubleshooting complex issues, performing root cause analysis (RCA), and driving process improvements that enhance user satisfaction. I have a proven track record of leveraging Salesforce, logic operators, and API debugging for effective resolution and workflow automation.

In my current role at Phreesia, I designed and implemented digitized questionnaires that increased patient registration form completion rates from 65% to 92%. I also managed API integration for Allscripts and OP PM/EHR systems, ensuring seamless client support. My ability to analyze audit logs and event records using SQL queries has been instrumental in troubleshooting and enhancing the overall user experience. I take pride in mentoring new team members and sharing my knowledge to foster a collaborative environment.

Previously, as a Senior Technician at Dell Technologies, I provided Tier 1 and Tier 2 technical support, resolving complex incidents and enhancing client satisfaction. My focus on improving remote troubleshooting techniques led to a 10% reduction in support dispatches. I am passionate about continuous learning and adapting to new technologies, which I believe is essential in the ever-evolving tech landscape.