Dheeraj Rao

Experience

• 

  Dell Technologies

  Apr 2006 - Jul 2007

  Technical Support Expert
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  Allscripts

  Aug 2008 - now

  • Accelerate customer adoption of EHR products by leading the implementation journey. Provide technical guidance and manage timelines, milestones, migration goals, and business transformation strategies.• Advocate for customer needs to overcome adoption blockers and drive new feature development. Lead across multiple work streams and teams to maintain customer momentum.• Develop strategic relationships with stakeholders to understand a customer’s business and develop strategic roadmaps. Lead quarterly business reviews and executive sessions to better understand business and technical needs.• Plan for customer events and launches, partnering with Support, Engineering, and Site Reliability Engineering to ensure customer success during critical moments. Work with customers and Support to guide issues/escalations to resolution.• Develop best practices and resources that help accelerate new features adoption and support initiatives to scale through partners. Show less Key Result Areas: Managing a team of 20 analysts; mentoring and assisting in ways that can help further improvement in the overall personal and organizational progress • Managing databases through multiple product lifecycle environments, from development to mission-critical production systems • Working on EMR Platform to actively track and manage customer information like weight, height & so on• Planning & leading end-to-end IT involvements to achieve a performance-driven organizational goal, developing, presenting & implementing IT strategy, policies & procedures, and providing strategic IT leadership • Devising Service Level Agreement (SLA) & IT Service Agreements and controlling IT annual budget & monthly expenditure • Reviewing & evaluating the performance of staff for continual improvement and providing high level IT technical solutions to the senior management • Leading complete portfolio of projects including budgeting, planning, vendor selection, and execution • Implementing project plans within preset budgets and deadlines • Performing demand analysis, resource planning, skill & capability enhancements and mentoring team members for performance improvement & career development • Designing & conducting customized training programs and ensuring that the initiatives are aligned with the organizational goals & culture by utilizing learning tools & methodology • Compiling comprehensive training reports representing learning objectives, success rates, assessment scores & training expenditures; sharing the same with senior management to facilitate decision-making Show less • Installs and configures database system software plus third-party system tools, applications and products• Performance Optimization – performance monitoring, measurement, and capacity planning of Production Software solutions, recommending changes to Allscripts products and “standardized” System configurations• Implements periodically test and reviews appropriate data access and security measures, including access control, audit, backup/restore and system rebuild & recovery processes• Implements and continuously improves the database infrastructure environment. Provides fast and value-added services to the development organization Show less

  • Manager - Client Success Managment and International Support

    Apr 2021 - now

  • Technical Support Manager

    Apr 2016 - Apr 2021

  • Expert Database Administrator (2014-2016)

    May 2014 - Apr 2016

  • Senior Database Administrator

    Apr 2011 - Apr 2014

  • Technical Consultant

    Aug 2008 - Apr 2011
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  Altera Digital Health

  May 2022 - now

  Principal Client Success Manager and Technical Support EMEA