Ram Parkash

• Delivering Tier 1 and Tier 2 technical support to clients and FPG consultants, addressing software challenges efficiently.
• Diagnosing, troubleshooting, and resolving product IN-Gauge malfunctions across various platforms, while maintaining high customer satisfaction.
• Acted as a liaison between customers and engineering teams to escalate unresolved issues and provide feedback for product improvements.
• Conducting root cause analysis, and creating detailed incident reports and resolution documentation.
• Maintaining detailed logs of customer interactions, service requests, and resolution activities using CRM tools.
• Assisting in creating user manuals, FAQs, and knowledge base articles to reduce repeat queries, and empower users.
• Collaborating with product development and QA teams to test new releases, and provide technical insights.

Accor - Global Service Support Project.

• In my role as a PMS Support Analyst for European region hotels, I was responsible for Level 1 support across a range of Property Management Systems, including OPERA, OPERA Cloud, and FOLS, working across diverse environments.
• I have extensive experience managing OPERA Cloud environments, with a key role in supporting hotel migrations from OPERA Hosted to OPERA Cloud as part of large-scale property management system transitions.
• I handled incoming incidents and service requests, ensuring timely resolution within defined SLAs, and provided first-line troubleshooting for PMS interface issues.
• Where necessary, I escalated more complex cases to Level 2 support teams or external vendors, closely coordinating and following up to ensure prompt resolution.
• I also supported system integrations and interfacing with third-party applications, such as Simphony, Bizzon POS, VingCard, Vision, and VR systems.
• My responsibilities included tracking and managing all support cases, preparing service performance and incident reports, and delivering monthly summaries to line managers.
• I worked collaboratively with both internal teams and vendors to maintain service quality and continuity.
• Additionally, I conducted IT process training sessions for new employees, streamlining onboarding, and ensuring consistent knowledge across the team.

Marriott Opera Upgrade Project.

• Handled the project of pre-migration and post-migration functional activities for Opera PMS upgrades for Marriott Hotels worldwide (OPERA Version 5.4v to 5.6v).