Herman Bidwal

Experience

• 

  Hologic, Inc.

  Jan 2006 - Jan 2012

  Product Support Engineer

  • Provided expert technical support for medical imaging and computer-aided detection (CAD) diagnostic products, achieving a 95% first-call resolution rate.• Collaborated with R&D to resolve complex issues, contributing to 15 product improvements over the years.• Developed and delivered technical training, reducing support calls by 25%.• Created 200+ technical articles, decreasing resolution time for common issues by 40%.• Conducted on-site installations of medical imaging systems, ensuring compliance with industry regulations.• Utilized DICOM standards to troubleshoot and optimize image quality, data transfer, and integration of radiology equipment with hospital PACS systems. Show less

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  Humana

  Jan 2013 - now

  Senior Product Support Engineer

  • Maintained superior satisfaction ratings for internal and external stakeholders, resolving 500+ complex level 3 support tickets annually for mission-critical healthcare systems.• Architected and managed HIPAA-compliant cloud infrastructure on AWS, Azure, and GCP, delivering exceptional data protection and high-performance systems, resulting in streamlined operations and enhanced client satisfaction.• Engineered secure network solutions, including IPsec VPN tunnels and AWS Security Groups, facilitating seamless integration of diverse EHR systems.• Slashed average issue resolution time by 30% through advanced log analysis and root cause identification.• Enhanced system interoperability by 40% through HL7 messaging protocol optimization, supporting thousands of daily healthcare transactions.• Authored 100+ knowledge base articles, reducing repeat support tickets by 25% and boosting team efficiency. Show less