IT Support Analyst
Americana Group
Total years of experience :13 years, 7 Months
• Provided round the clock IT technical support to Restaurants (KFC & Hardees) systems across Oman, managing & monitoring all installed systems and infrastructure.
• Proactively ensured the highest levels of systems and infrastructure availability
• Co-ordinated with ERP oracle team to rectify issues related to Sales, promotions, employee attendance & monitored Daily jobs and queues at the database levels.
• Created users and maintained roles & privileges & gave support for Database issue’s at live locations
• Administration of Microsoft Exchange environment & active directory environment.
• Assisted in infrastructure setup and renovation project at business location including maintenance & updating of IT assets, liaisoning with vendors and other IT personnel
• Identified and resolved issues related to networking at business locations.
• Installed, configured & customized desktop tools, utilities, MS Office packages.
• Co-ordinated with ISP’s to resolve Internet connectivity issues.
• Hardware & software support at Restaurant locations for Point of Sale systems, Thermal Printers, Barcode scanners, Cash drawers, swiping machines, digital Menu boards.
• Ensure End of day & Start of day procedure occurs smoothly.
• Provided technical support to Home delivery system related to receive orders, cancel orders, modify orders in liaise with call centres.
• Setting up of menu screens with content management tool.
• Trouble-shoot employee clock in/out issues & extracted reports.
• Analysed sales data from business locations and rectified issues related to it.
• Installed, configured & trouble-shoot CCTV systems issues in liaise with contractors.
• Gave support for HP, Xerox, canon printers and raise tickets for regular maintenance.
• Co-ordinated & lead ERP implementation project across poultry operations - initiating from process documenting till system launch.
• Worked with external development teams to build poultry ERP system from Hatchery process to Processing plant.
• Co-ordinated with contractors to ensure IT setups are completed before the allotted time.
• Actively trained all users in getting hands on experience on the ERP system..
• Met regularly with department supervisors within the company to define and discuss business needs as well as set priorities and expectations.
• Extracted management reports from Navision & EIfloc system (ERP system)
• Monitored Daily job queues/batches in Navision.
• Administration of AWS cloud account.
• Monitored time attendance system across departments.
• Installed & configured terminal servers across cloud environment.
• Co-ordinated with Finance department & ERP team to implement core financials.
• Resolved day to day IT issues with regards to software and Hardware.
• Took database backups regularly.
• LAN / WAN monitoring and troubleshooting.
• Fiber optic cable network support and Network printer support.
• Developed company Website & Maintained it through Content management tool.
• Co-ordinated with different Telecoms to improve connectivity, increase bandwidth etc.
• Gave technical support for technical & functional issues in MS Dynamics Nav 2009.
• Co-ordinated with ERP consultants for support and development of management required features in MS Dynamics NAV.
• Successfully migrated Nav 3.6 to NAV 2009 in collaboration with Consultants.
• Extracted and analyzed daily, monthly, weekly Navision reports.
• Supervised overall tasks related to IT and ensure that raised issues get resolved in acceptable time frame
• Technical support for desktop & laptop users.
• Hardware support for POS machines.
• Configured LS retail application in POS systems and interfacing with MS Dynamics Nav 2009.
• Ensured closing procedures are taking place smoothly and Data’s are updated from all POS locations.
• Ensured all cameras and DVR system are on working conditions.
• Installed & configured receipt printer, barcode Zebra printers, handheld scanners, Customer display and swiping cards.
• Assisted with the planning/management of various IT related projects.
• Gave training and support to POS and ERP users on new features and functionalities.
• Installed and configured Payroll applications.
• Compacting and taking database backups on a regular basis.
• Gave technical support to Corporate warehouse branches.
• Troubleshooted user access related issues.
• Provided immediate solution to hand point device and handheld scanner issues.
• Developed and maintain procedures and technical documentation.
● Integral part of the I.T Operations team which operates on a 24X7 calendar
● User administration, backend Micros database maintenance and admin functionalities
● Installed and troubleshooted Linux based servers.
● Setting up and configuring of Micros and IBM POS workstations at Starbucks location.
● Upgraded and launched front and back end systems at new & existing Micros locations.
● Gave Technical support to desktop and laptops users.
● Maintained Windows based Network, inclusive of all Networking Hardware & Software support.
● Installed and troubleshooted Windows based server.
● Took regular and timely backup of servers.
● Installed and troubleshooted Network printers.
● Gave IT technical support at warehouse locations.
● Electronically updated barcodes, stocks, invoices of different brands.
● Resolved Email configuration issue’s
● Analyzed sales figures and rectify issues related to it on various business related tools like COGNOS, BO, CRYSTAL reports etc.
Three months project work based in Embedded Systems to buid a “Proximity Robot Vehicle”. The project was done under the guidance and facilities of United Technology LTD, Indiranagar, Bangalore, India.
Project detail
The main aim of the project is to develop a Robotic platform. On this platform an 8051 microcontroller is installed to make it a self controlled system. As a result of this particular system, a proximity robot is constructed. This” proximity robot” will detect obstacles in its path and based on this detection, the robot changes its path and takes a new free path. The 8051 is programmed to drive a stepper motor which propels the vehicle and also receive interrupt inputs from the ‘sensor’ to divert the vehicle on confronting an obstacle.
-Bachelor of engineering in Electronics & Communication from Manipal Institute of Technology, Manipa