JOEL KENNETH D'SOUZA

Projects -

• Blood Bank Module - Developed comprehensive workflows and processes for Blood Bank Module Setup.
  Completed User Acceptance Testing in conjunction with stakeholders prior to production deployment.
  Facilitated smooth transition of module development into Production environment post-testing.
  Engaged stakeholders continuously to ensure alignment during the module's setup and testing.
• Integration for Send out Orders - Integrated 90% of send-out orders with Current HIS, significantly improving workflow efficiency.
  Confirmed master data accuracy and transitioned development to live environment following successful UAT.
  Minimized technician workload by removing manual attachment requirements for send-out orders.
• Digitalization of Manual forms, consents - Digitized all forms, such as consents and checklists, replacing manual paper versions.
  Empowered users with access to forms through iPads and computers, boosting productivity.
  Removed paper dependency by transitioning to a complete digital platform for forms.
• Designed new modules: (Social work, neurophysiology, cord blood, regenerative medicine, CAR-T cells, Apheresis ) -Established system and process flows for identified modules through detailed design efforts.
  Generated necessary documentation and workflows for each module.
  Facilitated transition of modules to live environment following UAT approval.
  Developed user manuals and delivered training support for end users as needed.

Roles & Responsibilities -

• Resolved customer issues by establishing workarounds and solutions to debug and create defect fixes.
• Conferred with project managers and other stakeholders to fully understand software design specifications and plan optimal development approaches.
• Offered go-live support during critical activation period for smooth implementation.
• Worked closely with developers to ensure code met user requirements.
• Answered software and clinical application questions with detailed explanations and examples.
• Evaluated existing systems against customer needs to determine best fit solution or modifications needed.
• Conducted user acceptance testing and system validation.
• Identified areas where automation can be used to reduce manual workloads.
• Provided technical support for software applications to end-users.

Projects

• SAP Implementation in Mafraq Hospital - Set up the ISH Clinical (IP) and MM Module for the hospital during the COVID-19 pandemic.
• CareSystems HRMS: Implementation of the HRMS system across the VPS group. Eliminated paper requests, centralized portal for requests, roster management, and time records maintenance.

Roles & Responsibilities

• Promoted continuous improvement for IT governance processes.
• Monitored network performance to determine adjustments needed.
• Coordinated with vendors and company personnel to facilitate purchases.
• Designed, configured and tested computer hardware and operating system software.
• Diagnosed, troubleshot and resolved hardware and system problems.
• Collaborated closely with team members to achieve project objectives and meet deadlines.
• Achieved cost-savings by developing functional solutions to problems.

Roles & Responsibilities

• Conducted periodic system audits to evaluate performance of computer networks, servers, storage devices, and other equipment.
• Managed the installation of hardware and software systems related to information technology infrastructure.
• Provided technical support to users in troubleshooting hardware and software issues.
• Procured IT resources for strategic and operational computing requirements.
• Managed backup, user account and helpdesk systems.
• Met with users, vendors and technicians to determine computing requirements.
• Developed project metrics to follow system build-out progress.
• Met with stakeholders to collaborate and resolve problems.

Client - Stanford Hospitals, USA

Roles & Responsibilities

• Provided remote support to customers over the phone or via online chat services.
• Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
• Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
• Created technical documentation for internal use by IT staff members.
• Updated customer information and account status in the database following each interaction.
• Guided customers through step-by-step solutions in a clear and concise manner.
• Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
• Implemented feedback from customer satisfaction surveys to improve service quality.