Jaffar Gaffar
US Healthcare IT Consultant/ Service Delivery Professional
Chennai
Summary
15+ years of experience in Healthcare IT Application Support, Transition from Onshore to offshore Implementation, Infrastructure, Project management. Proficient in healthcare IT system, specializing in optimizing their functionality within healthcare systems. Currently serving as Manager-Clinical Apps Delivery at Eviden, Chennai, leading multiple teams for critical Healthcare IT projects. Directly reports to Project Directors/CXOs in the US. Leads Non-EPIC Application Support Team, SCOM provisioning & Alert Monitoring Team, Command Center-NOC operations, Atos Center of Excellence Team, and SLA Monitoring Team. Experienced in automating Application maintenance, SCOM Ticket creation, and Server Build process to enhance efficiency. Extensive knowledge in Healthcare IT application platform, Solution Consulting, Retail OS Applications, Data Center commissioning/decommissioning, and Account Management. Provides 24x7 technical support for applications to ensure optimal durability and reliability. Strong analytical and problem-solving skills to investigate complex issues and deliver effective solutions. In-depth understanding of infrastructure components including firewalls, load balancers, clusters, storage, monitoring, and security. Dedicated to making a meaningful impact in the healthcare industry through innovative IT solutions.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
Work History
Manager-Clinical Apps Delivery
EVIDEN
07.2023 - Current
- Led and managed a team of 30 production support engineers through transition to steady state across multiple teams, overseeing work assignments, performance goals, and staffing.
- Deployed diverse HIS applications including Penrad, Powercripe, GE Universal PACS (Card and Rad), Midas, Ziess PACS, Omnicell, CENTRICITY PRENATAL N, CBORD, Aria, Allscripts SCM, and Allscripts EMR/EHR.
- Directed product enhancements, upgrades/updates, configurations, and workflow updates for a leading Texas-based provider.
- Managed new projects and deployments, tracking budgets, costs, and timelines while communicating updates to stakeholders.
- Mentored teams in task prioritization, time management, multitasking, problem-solving, workload balance, and cross-skilling.
- Led knowledge management, problem management, change management, and major incidents resolution.
- Established and maintained strong relationships with customers, vendors, cross-functional teams, and stakeholders through excellent communication.
- Analyzed and visualized data to extract meaningful insights, supporting informed decision-making across departments.
- Identified opportunities for continuous quality improvement by reviewing team cases regularly and proposing process enhancements.
- Contributed to resource management, risk management, recruiting, onboarding, offboarding processes, and successful automation implementation.
- Developed a positive company culture focused on employee engagement, collaboration, and continuous learning.
- Reduced operational costs through comprehensive process improvement initiatives and strategic resource management.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Optimized resource allocation through regular performance evaluations and personalized coaching for staff development.
- Streamlined workflows by identifying and addressing bottlenecks and implementing appropriate solutions.
- Mentored junior team members to support their career advancement and foster a pipeline of future leaders within the organization.
Application Support Lead
Atos Global IT Solutions
Chennai
06.2016 - 06.2023
- Worked and Delivered Support for various Health care IT Application like Allscripts SCM, Paragon, McKesson and Centricity PACS, Aria Radiology application, CPN and Provation.
- Managed new projects and deployments, tracking budgets, costs, and timelines while communicating updates to stakeholders.
- Mentored teams in task prioritization, time management, multitasking, problem-solving, workload balance, and cross-skilling.
- Led knowledge management, problem management, change management, and major incidents resolution.
- Ensured smooth transition of responsibilities during shift changes by meticulously documenting ongoing activities and pending tasks.
- Coordinated with vendors to resolve third-party software issues, ensuring seamless integration within supported environment.
- Managed Major Incident and Change Management processes, leading Root Cause Analysis for team.
- Consistently met service level agreements by efficiently distributing workload among team members.
- Minimized business impact during critical incidents through swift problem identification and resolution.
- Developed comprehensive documentation and training materials to streamline support processes.
- Stayed abreast of industry trends, emerging technologies, and best practices through continuous learning.
- Provided expert application support throughout implementation and rollout phases, contributing to project success.
- Conducted root cause analysis to identify recurring issues, implementing preventive measures to mitigate future occurrences.
- Proactively monitored application performance, reducing downtime by addressing potential issues before they impacted users.
- Installed, configured and provided ongoing configuration management for 200+ custom applications.
Application Support Delivery Professional
Xerox, ACS
02.2012 - 05.2015
- Installed, maintained, and upgraded Allscripts SCM and EMR servers, ensuring seamless operation of the company's various products and applications including Pharmacy, Order, and HL7.
- Coordinated with vendors for the installation and configuration of modalities, facilitating smooth integration into the existing system.
- Conducted assessments to ensure the compatibility of hardware and software systems, contributing to optimal system performance.
- Analyzed and designed user access applications, prioritizing data security and implementing effective configuration changes across all applications.
- Provided quality customer support by troubleshooting and resolving product-related issues, enhancing customer satisfaction and retention.
- Monitored system performance to uphold the quality maintenance of Allscripts SCM systems, proactively identifying and addressing any potential issues.
- Led Major Incident (MI) and Root Cause Analysis (RCA) for SCM, collaborating closely with the development team to implement timely solutions.
- Developed comprehensive training materials and conducted user training sessions to facilitate efficient utilization of Allscripts systems.
Solution Consultant _ Presales and Technical Account
Vertex Computer Solution – Abu Dhabi
06.2010 - 09.2011
- Perform enterprise application design which includes gathering requirements, proposing solution, mapping process, documentation, testing and data migration
- Involve in system integration testing phase prior to implementation
- Plan and coordinate training for end-users for any system implementation or enhancement Manage users, vendors, and coordinate with multi-disciplinary teams to ensure success of each project
- Evaluate potential solutions and make recommendations to resolve business problems
- Work with business partners during system implementation and manage post implementation support
- Work closely with project team and users to meet project requirements Installation, maintenance, troubleshooting of Windows Servers 2008, 2003 Designed and worked with Citrix team in deploying 60 applications, both manually and also by using Installation manager, in different groups of servers, and publishing them on respective servers
- Securing and controlling access to IIS web sites by Authentication schemes, Server, and Client certificates by installing SSL certificate Management, technical maintenance, troubleshooting of SonicWALL NSA Firewall, Cisco Catalyst Switch 3650, Fortinet Firewall
- Configure, deploy, and maintain network, servers, desktop, laptops and IT peripherals
- Design Complete IT solution to Customer, Handled Project for million Dirhams Project Documentation, took full ownership of various projects from start to finish and provide SLA Agreement
Infrastructure Admin
Hamal Technology WLL – Doha Qatar
Chennai
01.2008 - 04.2010
- Monitoring End User activities thru front-end and back-end
- Administrating the User access and their role by granting/revoke their privileges in Applications as well as in Database
- Analyzing and troubleshooting the problem and provide optimal solution
- Maintaining stock availability and release e-voucher PO based on sales forecast
- Provide Operations & MIS reports to the circles and the management according to their request
- Ensure the high availability & visibility of the systems to end-users
- Maintenance of the accounting software and support accounts department
- Focused areas are billing and provisioning errors, reconciliation of Invoices and ensuring that the business is not hampered due to this
- Developing various modifications and customizing based on the feedback of end Customer and market survey
- Interaction with various vendors, Active participation in the management discussions, business plans, company strategy plans
- Maintenance & development of all the IT related entities in the Telecom operations like Billing system and Bonus complement
- Installation and maintenance of Windows Servers 2008, 2003, Linux SUSE ENT Servers
- Planned, deployed and supported SAN DS4700, and Antivirus Server, AD 2003 Introducing and integrating new technologies into existing data center environments.
Education
B.E., - Computer Engineering
ANNA UNIVERSITY (CAHCET)
Vellore 06.2002 - 05.2006
Skills
Strong analytical thinking, problem solving, creativityundefined
Certification
Successfully Completed MCITP Certification in Windows Server 2008.
Roles And Responsibilities
- Team Collaboration: Actively contributed as a key member of a 30-person production support engineering team, supporting transition and steady state phases across multiple teams. Participated in work assignments, performance goal tracking, and overall staffing efforts.
- Technical Contributions: Played a hands-on role in deploying various Healthcare Information Systems (HIS) applications, including Penrad, Powercripe, GE Universal PACS (Card and Rad), Midas, Ziess PACS, Omnicell, CENTRICITY PRENATAL N, CBORD, Aria, Allscripts SCM, Allscripts EMR/EHR. Assisted in product enhancements, upgrades/updates, configurations, and workflow updates.
- Integration Support: Supported DICOM and HL7 Interfaces across EMR and 3rd party applications. Collaborated with Cloverleaf/Epic Bridges teams and vendors to assist in interface updates.
- Project Support: Provided assistance in new projects and deployments, helping to track budgets, actual costs vs. budgeted costs, and project timelines. Assisted in communicating updates to stakeholders to support project success.
- Team Support and Learning: Supported team members with task prioritization, time management, multitasking, problem-solving, and workload balancing. Participated in knowledge management, problem management, change management, and major incidents within projects.
- Incident Response: Contributed to incident response efforts as part of the team, helping to identify and address project-related issues and risks promptly. Assisted in implementing problem management and resolution strategies.
- Stakeholder Interaction: Collaborated with customers, vendors, cross-functional teams, and stakeholders as needed. Assisted in coordinating IT activities and aligning tasks to support business objectives.
- Data Assistance: Provided support in analyzing and visualizing data to extract insights, sharing findings across departments. Assisted in transforming data into actionable information to support decision-making.
- Quality Improvement Efforts: Participated in identifying opportunities for continuous quality improvement by reviewing team cases and suggesting process enhancements.
- Skill Development: Actively engaged in skill development initiatives, including cross-skilling efforts within the team.
- Supporting Automation: Assisted in implementing and supporting automation use cases, contributing to increased efficiency within the team.
Present Employer
EVIDEN (An Atos Company), Chennai
Others
Jaffar Gaffar, R6274871, 13/11/2027, Fully Vaccinated, 15, 13, as per industry standard of the based location, +91-9840765225, 90 days
Timeline
Manager-Clinical Apps Delivery
EVIDEN
07.2023 - Current
Application Support Lead
Atos Global IT Solutions
06.2016 - 06.2023
Application Support Delivery Professional
Xerox, ACS
02.2012 - 05.2015
Solution Consultant _ Presales and Technical Account
Vertex Computer Solution – Abu Dhabi
06.2010 - 09.2011
Infrastructure Admin
Hamal Technology WLL – Doha Qatar
01.2008 - 04.2010
B.E., - Computer Engineering
ANNA UNIVERSITY (CAHCET)
06.2002 - 05.2006
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