End user, Desktop Support

SRIRAM ANANDASAYANAM

No***,Corniche Building, Near to Medeor hospital, Umm Hurair, Dubai

********@*****.*** Mobile: 050*******

linkedin.com/in/sriram-ananda-sayanam-6956a320

Professional Summary

Information Technology specialist with 12+Yrs in Hospitality, Retail and Entertainment Application support. Seeking a position in a company where my resourceful experience and technical skills can be used as valuable resources for the company. A challenging assignment to utilize my knowledge and experience aiming to contribute positively towards the growth of the organization and mutually beneficial relationship in the long term.

Core Qualifications

● Operating Systems: Windows (7,8 &10), Linux, Mac OS

● Vast experience in IT problems and solutions.

● Install and Maintained Failover cluster and load balancing on the Microsoft Servers.

● Troubleshoot over the phone, quickly and efficiently figuring out the best solution for the member.

● Manage changes to the project scope & project schedule

● Ensure that all projects are delivered on-time, within scope

● Maintain passwords, data integrity, and file system security for the desktop environment.

● Perform other related duties as assigned

● Using Zoho ManageEngine Service desk, ServiceNow help desk & assign the tickets to the team

● Delegate project tasks based on junior staff members' individual strengths, skill sets, and experience levels

● Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics

Work Experiences

Intertec Systems, Dubai, U.A.E - Infra and Application support Jul 2021 - Current GBM, Dubai, U.A.E - Senior Retail Application Specialist Sep 2018 - May 2021 Wipro Infotech, Dubai, U.A.E - Retail Application Specialist Jun 2014 - Aug 2018 Responsibilities as Senior Retail & Hospitality Application Specialist

● Retail & Hospitality Apps: SNAPP, EMBED, VISTA, KIDZOFT, OPERA, OPERA VISION, ONBASE

& SYMPHONY

● Handling Vista Cinema Application, EMBED, POS Application, SNAPP Application

● Providing technical support and ensuring smooth functioning of the computer system.

● Installing Point of Sale, BOCA Printers, Epson Printers across all locations in Dubai Mall

● Providing Desktop Support for Emaar employees located in all attractions (All Malls)

● Installing, maintaining, and upgrading IT system

● Completing task within SLA

Desktop Support Role and Responsibilities

● Install, upgrade, support and troubleshoot Windows 7,10, Mac OS and Microsoft Office 2007, 2013

& 2016 and any other authorized desktop applications

● Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment

● Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment

● Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels. F&B Role and Responsibilities

● Creating Items in Back office and syncing with POS level across all locations

● Creating POS design and syncing with POS level across all locations

● Taking responsible for the day-to-day support of all IT systems, business systems, office systems, computer networks, and telephony systems throughout the hotel/resort

● Assigning respective Printers to corresponding locations (Eg: Bar counter, F&B Counter)

● Responsible for researching and resolving issues related to IT Support (i.e. Desktop/Notebook issues, application issues, and other anomalies that may develop) to ensure end user satisfaction. Ticketing Roles and responsibilities

● Taking requests from users via email, ticketing system, telephone or in person and resolving them in timely manner

● Creating all kinds of ticket types in the Back office and tag them to respective locations.

● Creating promotions of various kinds as per Marketing Team’s requirement.

● Updating our internal databases with information about technical issues and useful discussions with customers/ clients.

● Setting Validity in Back Office application for All the promotion and ticket types created Assistanz networks pvt ltd, India - Technical Support Engineer May 2012 – Sep 2013 Hazel InfoTech Pvt.Ltd, India - Onsite Technical Support Engineer Dec 2010 – Apr 2012 eCAPS Computers Pvt Ltd, India - Technical Support Engineer May 2008 - Oct 2010 Responsibilities as Technical Support Engineer

● Evaluating user needs and system functionality and ensuring that ICT facilities meet these needs.

● Keep customers informed of progress during the issue lifecycle and make follow-up calls or communications in a timely manner.

● Maintained updated knowledge of company products and services to better provide customer support and service solutions.

● Maintained the company’s backup system

Training & Certification

Completed below courses online through LinkedIn learning program.

● Microsoft Teams Essentials training

● Microsoft 365 Essential training for administrators Educational Qualification

● Bachelor’s in Electrical and Electronics Engineering at Sri Subramanya College of Engg & Tech, Anna University Chennai (2007)

● Higher Secondary Certificate (HSC) from N.M.Higher Sec School, Dindigul (2003) Personal Details

Father's Name : T.R. Ananda Sayanam

Nationality : Indian

Visa Status : Resident Visa

Driving License : Holder of valid UAE License

Date of Birth : 22 Jun 1985

Languages known : English, Tamil

Permanent Address: No 20 B, Nagal Nagar, 5th Lane, Dindigul, India - 624003

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