🇮🇳 Pankaj Kumar Email & Phone Number

Doha, Qatar

As an Escalation and Support Engineer managing and resolving complex technical issues that belong to customers. Assess and prioritize critical issues or incidents that need escalation to the next level.Work with senior technical teams, developers, or external vendors to resolve escalated issues. Monitor the status of escalated issues and ensure timely resolution. Provide deep technical support for complex problems that require a higher level of expertise.Perform thorough investigations to determine the root cause of issues and prevent recurrence.Maintain detailed documentation of problems, resolutions, and processes.Keep customers informed about the status of their issues and expected resolution times.Set realistic expectations for customers and manage their experience Identify recurring problems or patterns and suggest improvements to reduce future escalations.Provide feedback to senior teams about recurring issues and potential process improvements.Manage and resolve high-priority incidents and outages with minimal disruption to services. Develop and execute contingency plans for major incidents or service disruptions.Strive for high customer satisfaction by providing effective and efficient resolutions.Gather feedback from customers to improve support processes and service quality.

Hyderabad Area, India

.ERP support management technical services customer success..Handle internal request as well as external customer request. (Web SR'S) related to ERP..Provide Software application support and troubleshooting directly to organization and thier IT..Provide guidance and real time resolution on a wide range of technical and non-technical customer issues..Execute Pre- written SQL scripts..Configure User Permissions,application settings,rate code, taxes, Account Receivable,room type,transaction code and more..Perform resynchronization of data.Troubleshoot outages on Oracle servers and interfaces..Troubleshoot issue with Opera PMS,RMAN,dataguard basic,SQL,Opera IFC basics (Interfaces), OXI basics..Connect remotely servers and workstations by tools Bomgar and zoom to resolve issues..Recover services of application due to server interruption/outage.Ensure and troubleshoot communication between ERP and external third party systems..Working with Oracle 10g,11g,12c Weblogic..Escalate technical issues immediately following departmental guidelines and followed-up..Regularly with customers and internal resources to expedites issues resolutions..Working with ERP cloud OCI infrastructure related clients..Resolve issue quickly related ERP cloud cordinate with AMS and core Database team.

Mumbai Area, India

Working as IT Executive in Radisson Hotel Group here my job responsibilities are as follows:Handled following softwares:Opera for Front Office.Micros for Point of Sale (POS) . Material Management System (MMS) developed by Alif Systems Software Enterprises.VBOSS for Accounting developed by Alif Management.CMS for operation Complaints .Alcatel EPBAX for Telephone Communication.Handled Network of 75 computers on Windows 2012 Server.Handled Symantec backup exec.Worked on the Veritas Back up executive automatic user data backup on a backup server.Handled Electronic Key Card System (visionline LOCKS).Handled Broadband services and Controlling Internet usage by 24 online.

Luanda Angola

IT SYSTEM ADMINISTRATIONOffering an Impressive Information Technology Experience in Hospitality Industry and IT Solutions. Expertise in following areas : IT Infrastructure Management Future IT Requirement Planning LAN/WAN/Wireless Admin Network Security & Planning including Internet Setup & Management CCTV Network Management Software Licensing Opera PMS Fortune IDS Nextt6i Full Support PMS,POS LAN, WAN management Good concept of IT Hospitality management related to PMS,POS,MMS,etc

New Delhi Area, India

IT was great experience working for Hotel The Royal Plaza it's luxury 419 rooms property located in central delhi Support and Troubleshooting• Working in Nomadix AG5800 & Intraserv7.0working with FortuneIDS6,Opera PMS and windows Server 2008R2Windows Client OS Windows XP, Windows 7 , Windows8 , MS Office , Cisco Equipments , LAN Management local printer and network printer, remote support , Wired & Wireless Networking Skillsprocess of Antivirus support and policies , VingCard support , troubleshooting desktop hardware,POS installed and repairing the POS machine.Manage & support computer hardware under PC/LAN, Microsoft Windows XP/7 with AD,Support for analyzed IT solutions,Support IT project from IT Manager,KOT printer and installed in POS.,Management of all inventories of both Hardware and Software,Manage and maintain the services of computer hardware and peripherals, printers,photocopiers, facsimiles and data services.

Bca

Associate'S Degree, Information Technology