CUSTOMER SUPPORT SPECIALIST (HOSPITALITY)

More Than five years of experience in Information Technology customer support field involving project Implementations and Filed Support of MICROS POS, UTM Firewalls, Wireless Controllers and Solution IP (guest internet solution). PRODUCT SKILLS IN HOSPITALITY o Micros RES 3700 o Micros E7 o Micros Enterprise Management o Micros E-Business o Solution IP for Guest Internet Billing Management o Unfired Treat Management Systems (Gateway Firewall) CAREER CERTIFICATIONS o Juniper Networks Certified Internet Specialist o Cyberoam Certified Network Security Professional o Meru Certified Engineer o Wireless Engineering Professional o Cisco Certified Network Associate o Microsoft Certified Technology Specialist TECHNOLOGY SKILLS o Firewall Devices: Juniper SSG5, SSG20 Cyberoam UTM 50i ,100i 200i 500i, Endian 4i, Mercury and Macro Series UTM Cisco PIX 515e. o Virtual Private Network: IPsec, SSL, L2TP & PPTP o Protocols: TCP/IP,L2TP,PPTP,VTP,IPv4,FTP,RADIUS,NetBIOS,SMTP,POP3,IMAP,DHCP, DNS, FTP, ICMP and ARP...etc o Storages: Qnap NAS, HP Storage Works 2000i G2 Modular Smart Array. o Switches: Cisco Catalyst Switch (2900 Series) HP Procurve, 3 Com and Nortel (L2 & L3 Switches) o Ethernet, FastEthernet, GigEthernet, DSL o Network Security Protocols: SSL, TLS and IPSec o Hotel Guest Experience Products: Guest Internet Billing Systems o Active Directory 2008 & Exchange Server 2010 etc... Saudico Electronic Systems (Micros Fidelio Agent in Saudi Arabia) Riyadh, Saudi Arabia Saudico Electronic systems (SES) represent Micros Fidelio in Saudi Arabia. June 2009 – Present Customer Support Specialist o Member of Hospitality support team to Install, support, and evaluate Micros POS System, Mymicros, e7, Micros Enterprise Management System and network plans and assists in new feature implementation and product deployment planning. o Gathering customer requirements to create detailed implementation plans in accordance change management and incident management processes o Investigate and resolve major hardware and software related issues o Making sure all IT meets industry standards before the product implementation o Managing customer’s database back-up seriously day to day and educating customer IT dept. o Troubleshoot traffic passing managed firewalls via logs and packet captures o Researching various deployment solutions, define the technical aspects and recommending the most optimal solution to customers. o Providing supports for micros e7,micros RES 3700,mymicros,cyberoam and Solution IP 24/7. o Checking all products new updates and maintenance release o Conducting product workshops and product demos. o Providing escalation support for saudico Jr. Support Engineers when they are facing critical issues at client side. o Executed individual test cases and reporting status. o Escalation of II nd level cases to micros EAME office in Germany. o Working in 24/7 for Saudico Customers UBG Mazsky Telecom. Riyadh, Saudi Arabia Technical Support Engineer August 2007 – April 2009 o Provide support and resolve SMPP & PSMS cases, VPN network setup and traffic-diagnosis o Responsible for monitoring IVR and PSMS platform. o Establishing and maintaining site to site VPN for Jeddah TV and Al Qamar TV with Saudi Telecom company and Mobily Saudi Arabia o Creating IVR and PSMS Application through Apliman Telephony Gateway o Day to day short codes hit monitoring and reporting. Government Vocational Higher Secondary School. Makkaraparamba Malappuram, India IT LAB Instructor October 2004 –January 2006 o Providing computer hardware and networking support for IT@ Students. o IT and others projects consulting and development works. o Providing Internet access for IT @ students. o Handling Edusat lab with DLP Project. o Using two Operating system Windows and Linux Gnu EDUCATION Diploma in Electronics and Communication Engineering Diploma in Computer Hardware and Network Engineering PERSONAL SUMMARY Gender: Male. Marital Status: Married. Nationality & Religion : Indian, Muslim Date of Birth : 23-11-1984 Driving License: Saudi Arabia Languages Known: English, Arabic, Hindi and Malayalam Declaration I do hereby declare that all the above details are provided by me are true to the best of my knowledge. Rafeeq MYLAPPURAM