Prabasankar Sundararaju
Consultant - Hospitality/PMS System Integrations
Bengaluru,KA
Summary
Accomplished Technical Consultant with extensive experience at Infor India, specializing in hospitality system integrations and implementations. Proven expertise in Interface configurations and remote support, coupled with strong team management skills. Successfully delivered interface solutions for major hotel groups, enhancing operational efficiency of Major Hotels and client satisfaction.
Overview
8
8
years of professional experience
Work History
Consultant
Infor India Private Limited
Bangalore
01.2023 - Current
- Technical Consulting & Interface Implementations support for Infor HMS System
- Implementations support for major hotel groups like Mandarin, Artyzen, Graduate, Hop Inn etc
- Infor HMS Interfaces support for hotel systems like CRS, RMS, CRM, Credit Cards, Phones, Keys, Video, POS etc
- Webservice Interfaces, Liaison Interfaces, REST API (JSON), SOAP API (XML), Postman Tests
- Experience with major vendors like Sabre, TravelClick, Duetto, IDEAS, Adyen, Vingcard, Saflok, Micros etc
- Providing remote assistance via Bomgar, Webex, Securelink, Comodo remote etc
- Gained various skills & knowledge in Infor HMS, SOAP API, REST API, XML, JSON, Postman, Interface Implementations and Technical Support
Associate IT Consultant
ITC Infotech India Limited
Bangalore
01.2020 - 03.2023
- Leading and managing Opera IFC assignments and resources
- Interfaces and OPI Implementation consulting for Oracle Hospitality & Marriott Upgrades projects
- Opera interface implementations support for major hotel groups IHG, Wyndham, Hyatt, Marriott, Accor and Others
- IFC migration consulting for on-premise to the hosted Opera environment projects
- Opera interfaces support for hotel systems like PBX, Voice mail, Call Accounting, POS, Door Lock, Video etc
- Experience with major vendors like Mitel, Saflok, Vingcard, NEC, Micros, Dormakaba, Nomadix, Sonifi etc
- Providing remote assistance via Bomgar, Webex, Securelink and Zoom
- Gained various skills in Hospitality IT Systems & Application support consulting, Opera IFC Server maintenance and Interface configuration support.
Fixed Term Employee (Technical Consultant - Contract)
ITC Infotech India Limited
Bangalore
10.2018 - 01.2020
- Opera PMS application implementation and maintenance for Oracle Hospitality
- Opera interface implementations support for major hotel groups IHG, Wyndham, Hyatt and others
- Configuring new interface, swapping the interface, swapping existing interfaces to new Opera server
- Migrating interfaces from on premise server to the hosted environment and vice versa
- Providing support for Opera interfaces like PBX, VMS, CAS, POS, DLS, VSS, WWW etc
- Providing remote assistance via Bomgar, Webex, Zoom and Securelink
- Gained various skills in Application support, Opera server maintenance, Interface configuration, Remote server support.
Technical Support Executive
Teleperformance
Indore
07.2017 - 09.2018
- Tier-1 remote technical support expert for Yahoo Mail tech & Flickr tech
- Maintaining overall ownership of reported issues and ensuring that resolution is provided within the SLA.
- Provide technical support via phone, email, online chat and web based tools.
- Keeping the clients informed about their incidents' status at agreed intervals.
- If no resolution could be found, escalate the issue to Tier-3 or Engineering team.
- During the escalations, acting as a liaison between the clients and problem management team.
- Following standard procedure for proper escalation of unresolved issues to Tier-3 or Engineering Team.
- Ensuring the SLA is met on each incident, also to bring any incident to managers notice that has breached SLA.
- Hands on experience with Salesforce (Case Management), Yahoo CC tool, GOD Tool and Yahoo AMT
- Gained various skills in technical support operations, Yahoo Mail tech & Flickr tech product knowledge and Yahoo specific tools handling.
Education
Graduate Diploma in IT (G.Dip.IT) - Information Technology, System Analysis And Design
Whitireia Community College
New Zealand01.2013
Bachelor of Engineering (B.E) - Computer Science Engineering
Sri Ramakrishna Engineering College
India01.2012
Diploma Engineering - Computer Engineering
Sri Ramakrishna Polytechnic College
India01.2008
Skills
- Technical Consulting (Hospitality System Integrations and Implementations)
- System Integration & Testing and Interface Configuration
- Technical Support and Team Management
- Remote support and implementation support
- REST API, SOAP UI
- Hospitality PMS Systems (Opera PMS and Infor HMS)
- Remote support (Bomgar, Webex, Securelink, Anydesk)
- Ticketing Tools (Salesforce, Service now, JIRA)
- Project Support Tools (MS Outlook, MS Teams, Google Meets, Zoom Conferencing)
- Data or Report Presentation (Ms Excel, MS Word, Powerpoint)
Educational Achievements
- Merit pass in course System Analysis and Design at Whitireia, New Zealand
- Merit pass in course Project Management for IT at Whitireia, New Zealand
Affiliations
- Have volunteered for Bachelor's programme teaching/Tutorial assistance at Whitireia Community Polytechnic College (New Zealand) during studies (Appreciation Letter provided by Institute)
- National Social Service (NSS) student volunteer for two years (2004 and 2006), involved in various social service activities organized by Directorate of Technical education (DOTE), Chennai, Tamilnadu, India (Certificate by DOTE, Government of Tamilnadu State)
Languages
- English
- Tamil
- Telugu
Hobbies and Interests
- Playing
- Reading
- Movies
- Swimming
- Cricket
- Table Tennis
- Carrom
Personal Information
- Date of Birth: 07/29/87
- Marital Status: Married
Projects Involved
Global Professional Service(GPS) 04/2023 to present
Organization: Infor India
Project Role: Technical consultant
1. HMS interfaces implementation for major hotel groups
2. Guest profile and reservation uploads to Infor HMS
3. HMS interfaces certification for new products launched in the market
4. Interface/liaison server staging and migrations
5. documenting the new issues raised during the implementations
Marriott Opera Upgrades Feb 2022 to Mar 2023
Organization: Marriott International
Project role: IFC & OPI Team Lead
1. interfaces consulting for various Opera upgrade assignments (O2O, O2H, and H2H)
2. IFC & OPI implementation assignments and resources management
3. Training resources for interface implementations for various systems like PBX, CAS, DLS, POS, VID, CC, etc.
4. Assigning resources for L1 & L2 issues raised during implementation or post-implementations
5. Conducting weekly team meetings to learn more about the challenges faced and find operational solutions.
6. Creating the knowledge base (KB) article in the ServiceNow portal for new issues found in IFC migration.
MICROS (Opera Implementations) 10/2018 to 01/2022
Client: Oracle Hospitality,
Project Role: IFC Consultant
1. Opera Interfaces (IFC) Implementations
2. Opera IFC server maintenance
3. Remote support assistance through Bomgar/Webex tools
4. Troubleshooting, resolving and documenting the new Issues
Yahoo Consumer Business(YCB) July 2017 to Sep 2018
Client: Yahoo (Renamed as Oath)
Role: Tech support executive
1. Troubleshooting and resolving Yahoo account and email issues
2. Troubleshooting and resolving Flickr account issues
3. Email, chat, and telephonic assistance
4. Remote support assistance to the customers
5. Manage SLA for the ticket/issue raised
Languages
English
First Language
Tamil
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Timeline
Consultant
Infor India Private Limited
01.2023 - Current
Associate IT Consultant
ITC Infotech India Limited
01.2020 - 03.2023
Fixed Term Employee (Technical Consultant - Contract)
ITC Infotech India Limited
10.2018 - 01.2020
Technical Support Executive
Teleperformance
07.2017 - 09.2018
Graduate Diploma in IT (G.Dip.IT) - Information Technology, System Analysis And Design
Whitireia Community College
Bachelor of Engineering (B.E) - Computer Science Engineering
Sri Ramakrishna Engineering College
Diploma Engineering - Computer Engineering
Sri Ramakrishna Polytechnic College