Ghanshyam Prasad
Customer Support Analyst
Hyderabad
Summary
Strategic Information Technology Manager skilled in guiding navigation of modern technology. Accustomed to driving efficiency and effectiveness by developing, delivering and supporting strategic plans. Demonstrated skill in translating technical requirements to business solutions. Successful Ten-year record of building positive relationships with internal and external stakeholders.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work History
Customer Support Analyst
Oracle Hospitality
Hyderabad
12.2023 - Current
- Established strong rapport with customers through clear communication skills, empathy, and understanding their needs fully before offering solutions.
- Continuously updated personal knowledge of industry trends and developments, ensuring relevant expertise when assisting customers.
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Enhanced customer satisfaction by providing timely and accurate solutions to technical issues.
- Worked within task management system to receive, manage, and close support requests.
- Collaborated with cross-functional teams to identify and resolve recurring customer concerns.
IT Manager
JW Marriott Mussoorie Walnut Grove Resort & Spa
Mussoorie
06.2023 - 11.2023
- Reported directly to Cluster IT Manager and coordinated IT operations activities to deliver smooth flow of daily business needs.
- Involvement in On-Premises SIMPHONY to SIMPHONY on Cloud pre-work and Server Upgrade from Windows Server 2012 R2 to Windows Server 2016.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Oversaw IT department operations and training.
- Interacted and negotiated with vendors to secure products and services.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Assisted in development of long-term strategies to grow department and resources.
- Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
Assistant Manager IT
Fairfield by Marriott (182 Rooms)
Kolkata
08.2019 - 06.2023
- Joined as Pre-Opening team member and reported directly to Hotel Manager/Cluster IT Manager.
- Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Oversaw development and implementation of improvements to support and network operations.
- Strengthened operational efficiency to remain cost-effective while maintaining quality service.
- Resolved problems, improved operations and provided exceptional service.
- Implement Keyless Application (with BLE Chip) installation for In-House Guest, provided by Assa-Abbloy as per Marriott Guideline.
- Successfully implement Enhance Reservation Setup (ERS) in June 2021.
- Involvement in OEPRA(PMS) Upgradation from v5.4 to v5.6 in June 2022.
IT Executive
JW Marriott (281 Rooms)
Kolkata
07.2017 - 08.2019
- Reported directly to IT Manager ensure smooth and efficient operation of IT department in absence of IT manager.
- Aligned IT solutions and deliverables with company strategic vision.
- Evaluated IT capital budget to measure and monitor fixed asset proposals.
- Involve in implementation of Guest Experience Platform.
- Configured and implemented IT initiatives to produce measurable business value.
- Established positive relationships with industry leaders to gain insight into innovations and trends.
IT Executive
Fairfield by Marriott (222 Rooms)
Lucknow
05.2016 - 07.2017
- Joined as Pre-Opening team member and reported directly to Director of Finance/Hotel Manager.
- Maintenance of daily, weekly and monthly audit reports, Identify vendor to provide dedicated bandwidth to all meeting rooms and conference hall to help generate additional Internet Revenue.
- Configured and implemented IT initiatives to produce measurable business value.
- Worked closely with vendors and technology partners on integrations, infrastructure and enterprise solutions.
IT Associate
Pullman-Novotel Delhi Aerocity (670 Rooms)
New Delhi
09.2015 - 05.2016
- Joined as pre-opening team member and reported directly to IT Manager on Daily basis.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Responded promptly to incoming sales leads and requests for technical support.
- Documented support interactions for future reference.
- Configured hardware and granted system permissions to new employees.
- Promoted efficiency among departments with prompt resolution of system issues
Helpdesk Support Engineer
NTT DoCoMo InterTouch
New Delhi
08.2014 - 08.2015
- Joined as Helpdesk Support Engineer in Pre-Opening of ibis Delhi Airport, were managing 464 rooms, along with Installation, Implementation, Data Backup, Outlook Configuration.
- Wireless Internet Configuration and their troubleshooting along with Guest Calls regarding their Internet Connectivity issues with help of Freedom Web
- Management Interface
- Manage User Access through Nomadix 5800AG.
- Network Printers and Opera queries and troubleshooting
- Performed root cause analysis and general troubleshooting
- Assessed system hardware and software and suggested modifications to reduce
- Lag time and improve overall speed
Education
Bachelor of Computer Applications -
Indira Gandhi National Open University
Hyderabad 01.2007 - 12.2011
Skills
OPERA Cloud v244, Oracle Payment Interface, OPERA v56, Opera v500401 (PMS), Simphony v29, Micros 3700 (POS), Shawman POS Gold, SAM Web Tool 20
SUN 426 (Accounting Software), MC (Purchase & Finance), BirchStreet, GXP(Guest Experience Platform), FIAT(Financial Income Audit Tool)
undefinedAccomplishments
- Successfully completed respective task as "IT Taskforce Member" to open Courtyard by Marriott Siliguri operationally in Jan 2019.
- Nominate for Manager of the Month - March 2020
Timeline
Customer Support Analyst
Oracle Hospitality
12.2023 - Current
IT Manager
JW Marriott Mussoorie Walnut Grove Resort & Spa
06.2023 - 11.2023
Assistant Manager IT
Fairfield by Marriott (182 Rooms)
08.2019 - 06.2023
IT Executive
JW Marriott (281 Rooms)
07.2017 - 08.2019
IT Executive
Fairfield by Marriott (222 Rooms)
05.2016 - 07.2017
IT Associate
Pullman-Novotel Delhi Aerocity (670 Rooms)
09.2015 - 05.2016
Helpdesk Support Engineer
NTT DoCoMo InterTouch
08.2014 - 08.2015
Bachelor of Computer Applications -
Indira Gandhi National Open University
01.2007 - 12.2011
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