• Managing Severity and Escalations SR on ICCP Ticketing Portal.• Logging SR and working with SME to refer SR to the next and suitable support team.• Delivering technical support and troubleshooting of Oracle Simphony system issues.• Configuring and customizing the Oracle Simphony POS to encounter clients' exact needs.• Training F&B operations team, managers, backend users, IT managers, etc. on the utilization of new systems, including daily POS system use, managing sales reporting portal, and minor configuration tasks.• Provide remote technical support for Oracle Food and Beverage Simphony products and troubleshoot complex problems, perform root cause analysis, and implement effective solutions to optimize the performance of Simphony products.• Conduct remote training sessions and workshops to educate clients on Simphony product functionalities, best practices, and new feature updates.• Working with Implementation Consultant on SR's created during ongoing site project.• Creating a virtual transaction services lab on VM to troubleshoot transaction services-related cases.• Working with teammates on cases that need database level troubleshooting in on-prem cases.• Creating personal lab with the latest version of the product to troubleshoot any stated case effectively.• Working with L2 on cases that need both levels of involvement on cases.

• Working on 13 new F&B concepts at Abu Dhabi International Airport, UAE. • Meet with clients to take detailed ordering briefs and clarify specific requirements of each IT project.• Track project performance, specifically to analyze the successful completion of short- and long-term goals.• Develop comprehensive IT project plans to be shared with clients as well as other team members.• Coordinating project schedules, resources, equipment and information• Ensuring IT projects meet deadlines.• Overseeing all incoming and outgoing project documentation• Conducting IT project reviews and creating detailed reports• Optimizing and improving processes and the overall approach where necessary• Securing growth opportunities and initiating new projects• Assist Operations Leads/Managers to manage daily support operations.• Level 1 and 2 support with work pertaining to Micros Simphony Cloud software functionality, and IT related issues• Problem solving, troubleshoot, manage and handle all application query, issue and service requests• Service request fulfilment• Triaging and provide short term work around resolution to issue• Create and maintain support tickets• Follow up on support tickets that being assigned to a relevant team until tickets are closed• Communicate and update ticket statuses to customers• Deliver weekly report on support tickets• Maintain support materials, such as user guide, FAQ• Report for any repeated issues that can be developed as a small feature to the Product Owners

● To be on call 24x7 for any major incident.● IT In-Charge of 4 luxury restaurants (La Serre Boulangerie, Bistro, Taikun, Distillery) downtown and Hilton Habtoor Palace.● Responsible for Pre-opening and relocation of new and existing outlets● Providing IT support to all office staff including all restaurant networks, servers CCTV, Wi-Fi, and POS systems.● Manage leadership in the establishment of project scope, technical strategy, cost, budget, and staff support requirements with new IT initiatives.● Prepare Policies and procedures for the IT Department and for the user department.● Managing the Disaster Recovery Process and ensuring regular daily backup is taken.● Responsible for ensuring that IT Audit points are implemented as per relevant Standard Operating Procedures.● Update POS menus, prices, Food cost Control, and counter menu board Daily Sales Update on Micros Symphony Server.● Have done project implementation of Oracle Simphony to Syrve Cloud POS● Lead the installation, setup, and configuration of Oracle Micros Symphony POS system for clients, ensuring it aligns with their specific operational and business requirements.● Customize the Oracle Micros Simphony system to meet client-specific needs, including menu items, pricing, order flows, and reporting.● Collaborate with other systems and technologies to ensure seamless integration with the Oracle Micros Simphony POS, including payment gateways, kitchen display systems, and third-party applications.● Establish and configure custom reports to help users investigate their sales and operational data, allowing data-driven decisions and amendments.● Using Payment Freedom Pay Payment Solution● Wide knowledge of Computer Networks, OSI Models, Media (Cables), Topologies, IP Addressing, Network Security, and TCP/IP.● Managing Office 365 complete administration● Handling Windows, macOS users’ laptops and desktops, strong knowledge of macOS system.

● To be on call 24x7 for any major incident.● Budget and Capex planning for the department. ● Manage leadership in the establishment of project scope, technical strategy, cost, budget, and staff support requirements with new IT initiatives.● Prepare Policies and procedures for the IT Department and the user department.● Managing the Disaster Recovery Process and ensuring regular daily backup is taken.● Responsible for ensuring that IT Audit points are implemented as per relevant Standard Operating Procedures.● Monitors and maintains a proper inventory of hardware and software licenses.● Responsible for smooth functioning and coordination of vendors for Guest Internet, Property Management Systems - PMS, Point of Sale - POS, IPTV, Telephony systems and other software vendors.● Responsible for installation, setup, and configuration of Oracle Opera PMS for clients, ensuring it aligns with their specific requirements and business processes.● Responsible for Oracle Opera PMS to meet client-specific needs, including room types, rate plans, guest profiles, and operational workflows.● Provide training to hotel staff and end-users on how to effectively use Oracle Opera PMS. Offer ongoing support and troubleshooting assistance as needed.● Worked in Opera PMS Server (Backup, User & and group creation, group rights, printer installation and configuration, Print Task Configuration, Interface, tax-related Mapping.● Handing daily Guest complaints related to IT issues.● Handling & troubleshooting financial department SAP ERP System Handling all hardware troubleshooting & software support for all staff.● Working on server (Windows server2012R2 SAGE 300 ERP System)● Update POS menus, prices, Food cost Control & Counter menu board Documenting, resolving,tracking, and escalating (when necessary) helpdesk requests in a friendly and professional manner to ensure daily processes are followed and executed successfully.

● Handing daily Guest complaints related to IT issues.● Handling and troubleshooting financial department SAP ERP System Handling all hardware troubleshooting and software support for all staff.● Working on server (Windows server2012R2 SAGE 300 ERP System)● Responsible for installation, setup, and configuration of Oracle Opera PMS for clients, ensuring it aligns with their specific requirements and business processes.● Responsible for Oracle Opera PMS to meet client-specific needs, including room types, rate plans, guest profiles, and operational workflows.● Provide training to hotel staff and end-users on how to effectively use Oracle Opera PMS. Offer ongoing support and troubleshooting assistance as needed.● Worked in Opera PMS Server (Backup, User & and group creation, group rights, printer installation and configuration, Print Task Configuration, Interface, tax-related Mapping.● Client’s installation of Hotel industry software like Micros WinStation, Micros EMS, Tomcat Client, Vicas, and Ving card.● Installing, Configuring, and Maintaining Micros 9700 POS.● Enabling switch ports for end users to establish connectivity with their project network.● Adding new VLANS in switch Trunk ports.● Handling the IT support queries from the employees effectively and timely.● Configure and maintain network printers, scanners, Faxes Etc.

Cinnabon

Stakeholder Management | Resource Management | Revenue Forecasting | Variance Analysis | Timesheet Management | Risk Tracking | Budget Tracking | Financial Management including Billing, SOW and PO Management

Desktop Support Associate