About

Vrishal Kumar is an accomplished Technical Support Manager with over 15 years of experience in the IT industry. He has managed teams with diverse profiles and is currently responsible for a group of highly motivated individuals at eClinicalWorks, LLC. Vrishal is focused on resolving exceptions that occur in client environments and maintaining maximum uptime of systems. He is also responsible for managing the Learning & Analytics team for the support department, which certifies new and existing employees with the latest technology trends in the industry. Vrishal is a specialist in server architecture, MySQL Database Administration, IBM Cognos Administration, Linux administration, and SAAS architecture modeling and designing. He is also Six Sigma Green Belt certified and ensures support tickets are resolved and KPIs such as SLA, C-SAT, and Volume Management are met. Vrishal has worked on defining budgets and capacity planning for future-proofing the department and managing escalations, both internal and external. He has overseen strategic projects to improve customer service and reduced gaps using continuous improvement. Vrishal has also created and managed SOPs and work-instructions for the department. Vrishal has previously worked as a Team Leader for FQHCs and CHCs at eClinicalWorks, where he managed KPIs such as SLA, workload efficiency, and first response resolution. He has also worked as a Teaching Assistant at the Department of Computer Science, Western Michigan University, where he taught computer fundamentals and Microsoft office applications to undergraduate students. Vrishal has a Master of Science degree in Computer Science from Western Michigan University and a Bachelor of Technology degree in Computer Science from Jawaharlal Nehru Technological University. He has also completed a course in Entrepreneurship Essentials from Harvard Business School Online. Vrishal is proficient in MySQL, AWS, QA, product management, SQL, DevOps, software engineering, designing, MSSQL, Java, microservices, integration, web development, parts-of-speech, product design, Spring Boot, Spring, iOS, UI, backend development, senior software engineering, ReactJS, and Android. With his extensive experience and expertise, Vrishal is a valuable asset to any organization.