Hiking
Vinod Bore
Product Support Analyst
Bangalore,Karnataka
Summary
Dedicated Product Support Analyst with 2 years of experience providing exceptional technical assistance and troubleshooting expertise for software applications. Proficient in analyzing user requirements, diagnosing issues, and delivering effective solutions to enhance product functionality. Skilled in customer communication, ensuring high satisfaction levels and fostering long-term client relationships. Adept at collaborating with cross-functional teams to drive product improvements and deliver timely resolutions. Seeking to leverage a strong technical background and analytical mindset to contribute to the success of Infor Global Private Limited. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Product Support Analyst
Infor - Global ERP Solution
09.2021 - Current
- Advanced skill in configuring and supporting software applications
- Strong knowledge of writing complex SQL queries
- Strong software development and debugging/troubleshooting skills
- Mentored new team members, fostering a culture of continuous learning and development within the department.
- Advanced ability to research, analyze and recommend improvements to the organization's use of software applications
- Advanced skill in creating and maintaining technical documentation
- Handling calls and resolving the ticket
- Manage team ticket queue and resolve in timely manner
- Develop and maintain accurate technical and user documentation
- Troubleshoot minor and major system problems in a timely manner and escalate to L2 support when necessary
- Creating KB article as per the incident reported and incident closure
- Incident related to POS and Enterprise Manager
- Helping users over the phone and remote support to resolve their issues
- Assisting customers with their payment related issues and reviewing the logs while & when remotely connected to the customer POS.
- Implemented monitoring tools to proactively detect potential issues before impacting users.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Worked closely with development teams to prioritize bug fixes and feature requests based on customer feedback.
- Self-motivated, with a strong sense of personal responsibility.
- Worked flexible hours across night, weekend, and holiday shifts.
Front Office Executive
Bengaluru Marriott Whitefield
03.2017 - 09.2021
- Maintaining an upsell report and pushing the team to achieve the monthly target
- Successfully executing the CTO in department being the key driver of the process
- Conducting daily briefings with emphasis on goals driven tasks
- Ensuring that the team is at par with monthly target for hotel budget in all the parameters - Transportation / Health Club / Spa / Up-sell / Service Recoveries
- Keeping an eye on occupancy during the weekdays and high occupancy period and releasing the rooms blocked due to No Shows.
Front Desk Associate
The Zuri Whitefield
03.2015 - 03.2017
- Assist reception, business center, cashier, concierge, and bell captain during busy operations
- Assist VIP's arrival departure in absence of guest relations
- Using hotel resources to maximize guest satisfaction and optimize revenue
- Collect guest's feedback and do the first end recovery
- Escalating bad or unsatisfied feedback to the respective duty manager of the shift
- Learning about the loyalty program of Preferred Hotels to deliver the benefits to guests as per their elite status.
Education
Diploma in Hospitality and Hotel Administration -
Franklin Institute
Hubli 01.2013 - 04.2015
Skills
Fundamentals of Digital Marketing-Basic
undefinedAccomplishments
- Spirit to serve award from Marriott headquarters (2017)
- Employee of the month award (2018)
Certification
ITIL V3 Foundation
Interests
Travel
Indoor games
Timeline
ITIL V3 Foundation
04-2024
The Fundamentals of Digital Marketing Certificate (2020) - Google Digital Garage
07-2022
Scrum Fundamentals Certificate
04-2022
Product Support Analyst
Infor - Global ERP Solution
09.2021 - Current
MS Excel: Zero to Professional
08-2020
Front Office Executive
Bengaluru Marriott Whitefield
03.2017 - 09.2021
Front Desk Associate
The Zuri Whitefield
03.2015 - 03.2017
Diploma in Hospitality and Hotel Administration -
Franklin Institute
01.2013 - 04.2015
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