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NIRMAL RAJ

@nirmalraj

Senior application support and US healthcare operations specialist delivering L1/L2 resolution, SQL diagnostics, and release coordination.

India

Message

What I'm looking for

I’m looking for a role combining L1/L2 application & production support with US healthcare operations—using SQL diagnostics, incident/RCA, and release coordination to reduce outages, improve billing accuracy, and deliver responsive client service.

I’m an application support and US healthcare operations professional with 12+ years of experience delivering stable production environments through L1/L2 incident resolution, SQL-based troubleshooting, and root cause analysis. I focus on balancing service quality, operational efficiency, and client expectations in fast-paced settings.

Across business-critical applications, I handle incident management end-to-end: diagnosing issues with SQL diagnostics, coordinating corrective and preventive actions through RCA, and supporting release validation and user acceptance testing. I also provide release coordination support—tracking release entry through deployment and post-release monitoring—so changes land smoothly without disrupting users.

On the healthcare side, I’ve built hands-on domain expertise in medical billing, AR calling, denied claims analysis, adjudication support, and revenue cycle management. I use that knowledge to strengthen billing accuracy, improve operational effectiveness, and drive timely resolution of billing-related exceptions and workflow issues.

I bring operational discipline through reporting, stakeholder communication, escalation management, and process improvement, including incident trend reporting and management reporting for better visibility and decision-making. I’ve also mentored and coached teams through training, shift huddles, and knowledge sharing, and helped implement enterprise-wide DLP to safeguard sensitive data and support compliance.

Experience

Work history, roles, and key accomplishments

Senior Support Engineer

MariApps Marine IT Solutions

May 2024 - Mar 2026 (1 year 10 months)

Provided application and production support for enterprise applications, resolving incidents and performing SQL-based troubleshooting and root cause analysis. Supported release coordination, UAT/release validation, monitored deployments, and produced incident trend reports for stakeholders.

Application Support Production Support SQL Diagnostics Troubleshooting Root Cause Analysis Incident Management Release Coordination UAT Support Stakeholder Communication Reporting Process Improvement Team Coaching

Client Support Specialist

Bikham Information Technology Pvt. Ltd.

Nov 2020 - Feb 2024 (3 years 3 months)

Managed client support across phone, email, chat, and ticket channels, handling issue intake, troubleshooting, and follow-ups for smooth onboarding. Coordinated project setup, tracked progress, maintained client interaction records, and escalated product defects to internal teams.

client support Service Coordination Project Coordination Technical Troubleshooting Escalation Management Issue Analysis Customer Support Stakeholder Communication Reporting

Project Manager / Report Analyst

Big Blue Business Services

Aug 2017 - Apr 2020 (2 years 8 months)

Managed project support and reporting, keeping clients and internal stakeholders updated throughout issue and project lifecycles. Collected and analyzed operational data to produce reports for leadership visibility and supported process coaching for associates.

Project Support Management Reporting Data Analysis Stakeholder Communication Issue Lifecycle Support Operational Reporting

Process Coach / Customer Support

Omega Healthcare

Jun 2016 - Aug 2017 (1 year 2 months)

Supported customer service and healthcare operations by driving service quality, operational consistency, and client communication throughout service lifecycles. Trained and mentored team members, reviewed performance reports, coordinated with stakeholders/suppliers, and reinforced adherence to process updates.

Customer Service Healthcare Operations Service quality Client Communication performance reporting Operational Consistency Continuous Improvement

Senior Customer Support Executive

AGS Healthcare

Aug 2015 - Apr 2016 (8 months)

Supported medical billing operations in adjudication environments by handling billing-related processes and resolving billing exceptions. Analyzed denied claims to identify root causes, supported revenue cycle management workflows, and contributed to documentation and continuous improvement of billing processes.

Medical Billing Root Cause Analysis Revenue Cycle Management Billing Operations Compliance Workflow Documentation Continuous Improvement

Business Development Executive

Lapiz Digital Services

Mar 2014 - Jul 2015 (1 year 4 months)

Supported business development and customer engagement through inbound/outbound communication and lead generation. Managed customer service interactions, handled escalations through follow-up, and contributed to targets and KPIs through disciplined relationship management.

Business Development Lead Generation Customer Engagement Customer Service Escalation Handling Relationship Management