VISHAL V JOSHI
Product Support Analyst, Associate
Bangalore,Karnataka
Summary
Having 5 years of experience offering outstanding support to users of various levels. Exceptional skills and knowledge in customer support. Established reputation as sharp technology expert when working with customers to identify and deploy solutions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Associate IT Consultant
ITC Infotech
Bengaluru, Karnataka
03.2022 - Current
Product Support Analyst
Infor India Pvt Ltd
Bangalore, Karnataka
05.2020 - 03.2022
- Work on Saas Application and Database to resolve the query.
- Work on Payment gateway interface like Elavon Fusebox, Merchant Link etc.
- Work on interfaces like CAS, PBX Micros POS, WWW etc.
- Work on .SQL to take Back up, Restore and Recover the Database.Upgrade Liaison Interface.
- Upgrade HMS Database and Application.
- Troubleshooting on Interface and HMS issues.
- Provides preliminary troubleshooting and rectify issues.
- Assigns priorities on customer issues and routes the incidents to the appropriate resource area of Support Services when unable to resolve the incident assigned to oneself.
- Documents customers contact activity and maintain accurate data in Infor Xtreme.
- Resolve most frequently asked questions via phone or email with the help of the on line Knowledge Center.
- Walk customer through use of Website online Knowledge Center.
- Works with allied department of Sales and Services to pass appropriate requests to them
- Takes incoming incidents/emails and processes them in our support system.
Hotel Senior Manager
Oyo
Bangalore, Karnataka
12.2018 - 04.2020
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
- Prepared bills for customers and delivered to rooms on day of check-out.
- Increased customer service ratings through personable service.
- Established internal databases and record management systems to enhance accuracy and integrity of documentation and data.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Provided exceptional service and assistance to guests upon check-in.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
OPERATIONAL MANAGER
Sangria Wine Lounge
Bangalore, India
06.2016 - 11.2018
- Devised processes to boost long-term business success and increase profit levels.
- Directed initiatives to achieve regulatory compliance, foster good manufacturing practices and meet component quality standards.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
- Partnered with vendors and suppliers to effectively manage and budget.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
Education
Bachelor of Hotel Management (BHM) Degree - Front Office
S. Ramaiah College of Hotel Management
Bangalore 07.2012 - 06.2016
High School Diploma -
State Board
Bangalore 06.2010 - 06.2012
Skills
Customer service expert
Technical issues analysis
Application support
Good Telephone Etiquette
Critical Thinking
Cultural Awareness
MS Office
Self-Motivated
Planning and Coordination
Analytical and Critical Thinking
Problem-Solving
Timeline
Associate IT Consultant
ITC Infotech
03.2022 - Current
Product Support Analyst
Infor India Pvt Ltd
05.2020 - 03.2022
Hotel Senior Manager
Oyo
12.2018 - 04.2020
OPERATIONAL MANAGER
Sangria Wine Lounge
06.2016 - 11.2018
Bachelor of Hotel Management (BHM) Degree - Front Office
S. Ramaiah College of Hotel Management
07.2012 - 06.2016
High School Diploma -
State Board
06.2010 - 06.2012