MOHAMED ASIFULLA SHARIFF
System Analyst
Summary
Senior Technical Engineer with 12+ years of overall experience and 9 years of extensive knowledge and experience in Oracle Hospitality Applications PMS, CRS & POS.
Enthusiastic IT Professional eager to contribute to team success through hard work, attention to detail, and excellent organizational skills. A technology-oriented individual with attention to detail and a commitment to providing a high level of service and support to clients.
Highly experienced and knowledgeable in Hospitality technology and software. A clear understanding of business and processes and training in different Hospitality products.
A confident implementation specialist with expertise in rectifying issues while installing Hospitality applications remotely. Good at troubleshooting application problems and building successful solutions. Excellent verbal and written communicator with a strong background in cultivating positive relationships and exceeding goals.
Highlights
OPERA (Property Management System - PMS) V4, V5.5 & V5.6
OPERA Sales & Catering (S&C)
OPERA Exchange Interface (OXI)
Central/Opera Reservation System (CRS/ORS) V5 & V5.6
Simphony 1.X, Simphony 2.0, 2.7 MR6, MR7 & 2.9, Simphony 18.1
MICROS 9700 3.6 & 4.0
Customer Management
Technical Support
Application Support
Overview
13
13
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
AFS Support Analyst
Oracle India Pvt Ltd
Bangalore
06.2022 - Current
- Working as AFS L2 Support Analyst to provide support on Opera Cloud Integration(OCI) projects for clients within Oracle.
- The Application Functional Service(AFS) team oversees projects affecting customers by coordinating virtual application functional/system resources and contractors, aligning resource availability and project timelines, and executing environment/application-wide projects.
- Involvement and assignments during an OCI migration project cycle as an AFS analyst are outlined below.
- The system is handed over by AMS to either Staging Server (C2C) or Test UAT environment.
- Re-compiling all customized reports and screens.
- Replace stationery and reports with BI Publisher Reports where applicable.
- Identify all reports missing and rebuild reports where applicable.
- Ensure all customized files are copied to new APP servers and RDF to the UNC path prior to the live upgrade.
- Ensure all IFC controllers, .NET, and TLS 1.2 are updated on customer WS prior to updates.
- Perform IFC Controller upgrades on hosted IFC servers and repoint IFC to new URL.
- Ensure every single client WS on-premise or hosted IFC server is upgraded with compatible IFC controller versions.
- Escalations handling (attend conference bridges and provide status updates where required).
- Log trace files, screenshots, and the like.
- Basic functionality testing for PMS and S&C e.g., review of application settings, permissions where required, etc.
- Monitor and report any performance issues to the Host.
- Install OXI/HTNG/OEDS and reconfigure HTNG/OEDS and ensure successful messages.
- Testing does cover OXI, OEDS, IFC, or Central System.
- Import SYD files and/or reconfigure OXI and ensure successful messages.
- Monitor incoming and outcoming traffic after activation.
- Further testing of SOPs and customizations (all customized reports, screens, exports, etc.)
- Monitor all SRs logged by the customer and assignments.
- Coordinates implementation into GBUCS 3.0 with CX tickets and maintain the repository for all codes provided.
- Identify the issue and reproduce it and provide investigations.
- Log BUGs in BUGDB if escalation to development is required and update MOS.
- Liaise with different Cloud teams if required.
- Production Application and SSD Support (10 days post-migration).
Consultant
Atos-Syntel/Accor
Evry-France
03.2019 - 04.2022
- Worked in ACCOR Corporate IT, France-Evry as Consultant through Atos-Syntel
- Worked in the ACCORs CIS team to provide support on Opera-PMS/CRS projects for clients within ACCOR.
- Managing Opera systems such as PMS, S&C, OXI, Opera BI, and CRS/ORS, OXI-HUB.
- Managing/Maintaining the inflow of workload i.e., Tickets according to priority P1, P2, P3.
- Take ownership of customers' issues and follow up on problems through solutions.
- Follow standard practices and procedures to identify system issues and escalate them if required.
- Resolving any gaps in functionality after the property goes live and providing technical support.
- Perform monthly server maintenance for Dubai Cloud Environment, Toronto PMS, and CRS Cloud Environment.
- Worked on issues related to OPERA PMS such as OPERA Down, OPERA Performance, Credit Card Authorization, Inventory Mismatch, OPERA Printing and JAVA Console issues, S&C Blocks issues, Night Audit issues, OPERA Users & Groups Management issues, OXI messages resynch, and other OPERA configuration related issues.
- Troubleshoot OXI-related issues and take necessary action to provide assistance on OXI issues to properties.
- On-Premise Property and Hosted Property IFC Troubleshooting.
- Database issues with Opera like Unexpected Opera System Exception, Data files offline, and Correct Invalid Objects.
- Handle configuration and operations issues in CRS/ORS such as Reservations flow issues, WebLogic troubleshooting, SFA blocks unlocking, Users Creation in ORS, and CRS OXI-HUB monitoring and troubleshooting.
- Troubleshooting Backoffice Interfaces HotSOS, Starcite, Cvent, Passkey & NOR1.
- Also provide support on communication issues with PMS and ORS external interfaces such as TAR, ADS, OWS, NOR1, and Passkey.
- Worked with internal teams and customers while ensuring client satisfaction.
- Collaborated closely with a team of five members.
- Maintained good relations with all team members and attend all team meetings to discuss all work aspects in detail.
- Worked positively within a team environment.
- Used a flexible approach to work effectively as part of a large and enthusiastic team.
Customer Service Analyst
Oracle India Pvt Ltd
Hyderabad
11.2015 - 03.2019
- 3+ Years of Experience with Oracle Hospitality Point of sale (POS) application Support.
- My major responsibility was to provide service support on Hospitality POS applications Simphony, 9700, 3700, and R&A.
- Responsible for the entry, tracking, and management of all incoming support calls in the MOS (My Oracle Support) / Oracle ticketing system.
- Provide support on Credit card issues, Authorization issues, Terminal side issues like workstation down, Server-side issues like site down, interface down issue, network down issue, and drive space issues.
- Finding known bugs and Knowledge base documents to provide support
- Creating Employee Roles, Creating Employee Classes, Adding an Employee, Deleting an Employee, Changing Employee Information, and Configuring Employee Shifts.
- Client Application Loader (CAL) Package Deployment, Configuring CAL Package Permissions, Allowing Employees to Install and Authenticate POS Clients and Service Hosts.
- Printers Configuration like Print Controller, Roll Printer, Slip Printer, Internet Protocol (IP) Printer, Bluetooth Printer, Printer Groups.
- Payment types issues like cash, credit cards, gift cards, pay at the table & hotel room charges.
- Worked on issues with Serving Period, Tender Media, Order Types, Surcharges, and Discounts.
- Provide support on issues related to Menu Items, Configuring Major Groups, Family Groups, Menu Item Master and Menu Item Definitions, Menu Item Classes & Menu Item Pricing.
- Configuring Screen Look Up (SLU) and Number Look Up (NLU).
- Depending on front-end-user experience, configuring page designs in 9700 and Simphony.
- Worked on EOD/Night Audit issues like Re-Generating the Start of Day (SOD) reports, Re-Printing the Start of Day/Week/Month Reports.
- R&A tasks like Allowing Employees to Run Reports, Workstation PMC Reports, and Configuring Employee Privileges for Oracle Hospitality Reporting and Analytics.
- Worked on reporting issues like report imbalances, carried over/outstanding totals, and tracking groups.
- Worked with internal teams and customers, ensuring client satisfaction.
- Analyze, validate, and document service requests as part of the incident management life cycle.
IT Executive
ITC Infotech
Bangalore
02.2014 - 10.2015
- Worked as an Implementation Specialist with Micros Systems (acquired by Oracle) for upgrading/supporting hospitality applications Opera PMS.
- Upgrade of hotel property management software remotely for leading hotel chains.
- Responsible for the successful release of the upgraded server in the stipulated time.
- Responsible for handling all technical escalations, troubleshooting & Resolving PMS upgrade and IFC-related issues.
- Providing support on servers, upgrade, and patch update related issues to the properties and SSL certificate installations.
- Following & adhering to the ITC User Group Policies and implementing the same in the hotel's application server.
- Upgrading Opera application with E-patch, mega patch, Hotfix bundle with Service packs from older to the latest version.
- Applying/Installing Oracle patches on Oracle 10g and upgrading from 10g to 11g.
- Performing Oracle password changes and Credit card encryption to provide security updates.
- Perform Interface PC Swaps, Printer configuration, and GCS to Elavon Fuse box migrations.
- Perform Server swaps and Opera application migration from Server 2003 to Server 2008.
- Encouraged empathy to understand the team's communication and working styles.
- Supports a positive experience for all on the team.
- Projects handled related to Opera: Opera upgrade (including Service pack, Mega- patch, E-patch & hotfix), Oracle Upgrade (10 to 11G), IFC PC Swap, Opera Server Swap, Archive log fix, Registration card update, Security updates, SSL installation, New Opera installation, Opera New property configuration for Marriott and others.
- Major hotel brands supported: IHG, Carlson, Wyndham, Marriott, Best Western, and other independent hotels.
System Administrator
Bharat Heavy Electricals Limited
Mangalore
08.2012 - 10.2013
- Windows Server 2003/2008 Installation, administration, and troubleshooting.
- Worked in Active Directory, local users, domain users, and domain groups.
- Configuring client systems to the domain, managing users and groups.
- Experience in installing and managing DNS, DHCP and Active Directory.
- Creating Shared folders and providing permissions as per the policy.
- Creating the users, OU, and applying Group Policy.
- Symantec backup configuration from application Servers.
- Network maintenance and Internet connectivity.
- Configuring Shared and Network Printers and troubleshooting.
- Outlook Configuration, Webmail, and live mail configuration.
- Ghosting: Installing Windows OS using the image.
- Performing Root Cause Analysis for major failures.
- Follow standard practices and procedures to identify system problems and resolve the issue promptly.
- Helps to identify others' needs for future growth and improvement.
- Always respectful and professional.
Desktop Support Engineer
Net Connect Pvt Ltd
Bangalore
01.2011 - 07.2012
- Worked in IBM-Daksh as System Engineer through Net Connect Pvt. Ltd.
- Installation & configuration of Windows XP / Server Operating systems & coordination with client IBM-Daksh team for daily problem & supports.
- Supporting end-users in Software, LAN, OS problem and Hardware troubleshooting.
- Citrix configuration, VPN configuration, Lotus Notes/Outlook client configuration.
- Handling Desktop-Side Calls as well as Rollout of new software/configuration done as part of a Service Request. Complete the call within SLA and bound to the Companies IT Policy.
- Escalating calls whenever needed by following the Escalation Matrix for each process.
- Configuration of services like DNS, DHCP, Configuration and Administration of Users and Groups and resource restriction on Users with Windows File permissions.
- Software Distribution. OS image deployment. (Using Tivoli & Ghost).
- Installing various applications, taking care of level 2 calls, worked closely with the Server, Network, security, application, and Voice Infrastructure support team in handling issues pertaining to both areas.
- Supports an environment that encourages creative thinking (And feels free to speak up).
- Gets genuine fulfillment by supporting others and their successes.
- Developed strategies in building a new OS image specific to a process for less downtime.
- Quickly responding to trouble tickets, prioritizing user requests, and resolving complex issues.
Education
Bachelor of Science - Information Technology
Kuvempu University
06.2006 - 09.2009
Skills
Opera PMS (Property Management System)
CRS/ORS (Central/Opera Reservation System)
OXI (Opera Exchange Interface)
SOAP UI
Micros 9700
Oracle Simphony
MySQL
Customer Service Expert
Technical Assistance
Technical Support
POS Systems Expert
Hospitality Service Expertise
Technical Issues Analysis
Internal Technical Communications
Written Communication
Application Support
Application Installations
Desktop Support
Software Diagnosis
Support Ticketing Systems
Maintenance and Troubleshooting
Multitasking Abilities
Problem-Solving
Critical Thinking
Self-Motivated
Verbal and Written Communication
Hobbies
Photography, Sports (Cricket), Listening to Music, Cooking.
Referees
Available on Request
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
AFS Support Analyst
Oracle India Pvt Ltd
06.2022 - Current
Consultant
Atos-Syntel/Accor
03.2019 - 04.2022
Customer Service Analyst
Oracle India Pvt Ltd
11.2015 - 03.2019
IT Executive
ITC Infotech
02.2014 - 10.2015
System Administrator
Bharat Heavy Electricals Limited
08.2012 - 10.2013
Desktop Support Engineer
Net Connect Pvt Ltd
01.2011 - 07.2012
Bachelor of Science - Information Technology
Kuvempu University
06.2006 - 09.2009