Joy Paul
Expert in Data Analysis, Visualization, and Bioinformatics | 17+ Years Driving Innovation and Customer Success
- Role
- Senior Domain Expert (Healthcare & Life Science) Project Management & Operations at Persistent Systems
- Location
- Pune Division, MH, IN
- LinkedIn followers
- 500 followers
About Joy Paul
17+ years in Life Sciences, Healthcare, and IT. I bring a unique blend of technical support, AI-ML/Statistical data analysis, and project management expertise to drive operational excellence and customer success.
Experience
Senior Domain Expert (Healthcare & Life Science) Project Management & Operations
Apr 2009 — Present · Pune, IN
Technical Role: Utilised Statistical/Machine Learning methods on high throughput data from customers and provided technical support to Genomics based suite of software products for data analysis via research and resolution of support cases for one of the leading Life Science company. Applied knowledge in application of Supervised/Unsupervised techniques like Regression, Clustering, Classification etc. Text mining on support emails/chats/reviews for Text categorisation, Sentiment Analysis, Topic detection, Agent Scoring etc. to derive business intelligence for the support project. Interfaced with internal R&D team for bug reporting and suggestions related to product improvementManagement Role: Oversee and manage a team of Support Engineers for customer support delivery, process compliance and quality adherence Enhance and update product knowledge of Support/Internal teams through training and knowledge sessions Define the scope of the project and maintain project related documents to capture existing support processes Prepare and present quarterly dashboards to Business Process Owners and Project Managers highlighting key performance indicators (KPIs) and analytics of the Support project Handle customer escalations and translate customer feature requests and software bugs into functional and non-functional requirements, and prepare appropriate documentation
Education
Beldih church
High School, Physics, Chemistry and Biology
1996 — 1998
Hislop College
Bachelor of Science (B.Sc.), Biochemistry, Chemistry, Biophysics and Molecular Biology
2001 — 2003
Savitribai Phule Pune University
M.Sc, Bioinformatics
2004 — 2006
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