Suraj Gangadhar Potha

Resourceful, technical Software Specialist & Computer Engineering graduate with 5+ years of experience in applications support, systems administration, user onboarding, and technical training. Demonstrated success administering business applications, troubleshooting software issues, managing document workflows, and supporting system upgrades across 3,000+ active enterprise accounts. Adept at administering Microsoft 365, Teams, and SharePoint, authoring user documentation, and integrating emerging technologies (AI tools like Copilot, ChatGPT, Claude) to streamline organizational productivity.

• Business Application Support
• End-User Training Workshops
• Integrations & Maintenance
• Jira
• Microsoft 365
• Microsoft Teams
• SharePoint
• Software Specialist
• SOP & User Guide Creation
• System Documentation
• System Implementations & Upgrades
• Troubleshooting & Escalations
• User Onboarding & Technical Support

1. Technical Operations & Onboarding Coordinator (Postgraduate Practicums)

   Not specified in source

   janv. 2025 to avr. 2026

   Ontario, Canada

   • Supported internal technology projects and evaluated software platform workflows to author training guides and administrative documentation. • Leveraged emerging AI tools (Copilot, ChatGPT) to synthesize support documentation, analyze system log data, and automate routine administrative tasks. • Assisted with digital technology initiatives and participated in daily cross-functional meetings to support ongoing software updates.

2. Implementation Consultant & Technical Specialist

   eClinicalWorks (ECW)

   juin 2021 to août 2024

   Mumbai, India

   • Performed key Software Specialist duties, administering and supporting core business applications for 3,000+ active enterprise accounts to ensure high application availability and SLA compliance. • Troubleshot complex application issues, coordinated technical escalations with engineering teams, and guided system implementations, upgrades, and integrations. • Facilitated comprehensive user onboarding and training sessions for administrators and staff, maintaining a 98% Customer Satisfaction (CSAT) rating. • Developed and maintained system documentation, training materials, Standard Operating Procedures (SOPs), and user guides. • Managed internal collaboration platforms (Microsoft 365, Teams, SharePoint, ClickUp) to support document management, productivity, and team communication.

3. SaaS Technical Support & Onboarding Specialist

   eClinicalWorks (ECW)

   juin 2019 to juin 2021

   Mumbai, India

   • Provided day-to-day technical support and administration for 3,000+ SaaS accounts, solving end-user software inquiries via ticketing and phone systems. • Executed SQL database queries and log diagnostics to resolve workflow bottlenecks, system defects, and data synchronization issues. • Achieved a 15% improvement in First-Contact Resolution (FCR) through structured troubleshooting pathways and sandbox environment testing. • Created self-service knowledge base articles and training documentation to accelerate platform onboarding for new users.

1. SIES GST, Mumbai University

   Bachelor of Technology (B.Tech.), Computer Engineering

   India

2. Fleming College

   Post-Graduate Certificate, Digital Marketing

   Peterborough, ON

3. Conestoga College

   Post-Graduate Certificate, Social Media Marketing

   Kitchener, ON