Vinod Varghese

Application support analyst with over 10+ of experience in customer support, application support, AFS data migrations and cloud technologies, specializing in Oracle Cloud and Opera PMS Cloud. Advanced experience on interacting with the customer, understanding and analysing issues, reviewing logs to triage issue and come up with efficient solution. Demonstrates a strong ability to enhance operational efficiency and system reliability through innovative problem-solving and advanced technical skills.

Committed to driving future advancements in cloud migration and product maintenance, ensuring seamless transitions and client satisfaction.

Oracle India Private Limited | AFS Migration Technician Engineer | India

Feb 2021 - Mar 2024

• Participate in projects, perform tasks such as H2H, OCM, Lift and Shift SSD and CNE Migrations, provide internal and/or external customer support. 
• Provided extended support to the team post OCI migration to resolve issues if any.
• Supporting issues while doing both Data and SSD migrations.
• Handson experience in SQL and Oracle databases.
• Create Jira to track issues reported as part of migration and follow the workflow.
• Closely work with Project managers and customers for pre and post migration issues and troubleshooting.
• Monitoring Application upgrade logs and system logs to troubleshoot any kind of failures happen at the time of migration.
• Administer production and staging Linux servers, troubleshoot issues, and fine-tune configurations for optimal performance.
• Provide quality test assurance by performing migration activities in UAT prior to production.
• Manage cloud computing tasks including provisioning, monitoring, and orchestration of UAT and PROD environments.
• Implement virtualization, containerization, and storage solutions to enhance system efficiency.
• Develop scripts in Bash, Perl, and other languages to automate system tasks.
• Understanding the culture and practices of the client for a seamless communication and support.
• Aware of RESTful API and the methods such us GET, POST, PATCH and DELETE.

Oracle India Private Limited | Customer Support Analyst | India

Nov 2018 - Feb 2021

• Attend inbound calls and online support cases from customer / team members, understand issue and root cause and thereby providing efficient solution.
• Provided top-tier Opera PMS L1 and L2 support for Oracle hospitality clients, ensuring SLA compliance.
• Work in monthly rotational shift basics including weekends.
• Analysing Trace logs and system logs to understand the flow and troubleshoot any kind of system errors reported by the customer.
• Handson experience in SQL and Oracle databases.
• Resolved major issues like system downtimes and tablespace errors, enhancing client satisfaction.
• Configured reports, rate management, and cashiering setups, optimizing operational efficiency.
• Collaborated with DBA team to address critical database application downtimes.
• Understanding the culture and practices of the client for a seamless communication and support.
• Maintain and resolving all the Service requests created by the clients before SLA bleaches.
• Investigated and resolved billing and credit issues, improving financial accuracy.
• Resolved multiple issues including major P1 issues with Hotel Night Audit, system down handled in a proactive manner.
• Good understanding in troubleshooting the Oxi third-party interfaces and sales and catering module.

 

Marriott Kochi, India | IT Specialist | India

Nov 2017 - Nov 2018

• Administered AD servers, ensuring security patches and client maintenance for optimal performance.
• Resolved L1 and L2 Windows and Active Directory issues, enhancing system reliability.
• Handson experience in troubleshooting computer hardware and peripherals like scanner, printer and cash drawer.
• Supported finance and revenue teams with transaction code and rate code configurations in Opera.
• Installed and managed Linux and Windows operating systems, maintaining system integrity.
• Provided LAN and WAN troubleshooting, ensuring seamless network connectivity.
• Installing and managing Symantec veritas backup solution to backup all the server backup and major client work station backup.
• Experienced with managing and maintaining Micros symphony POS terminals, User management and re imaging terminals if needed.

CMS IT Services Pvt Ltd Project handled by TCS, Junior systems Engineer (TAJ Hotels) | Junior Systems Engineer | India

Mar 2014 - Dec 2017

• Installing and maintaining Hospitality applications for Hotel Operations.
• Symantec antivirus installation updating maintenance and monitoring using SEPM console.
• Configuring the applications as per the customer needs and compatibility.
• Good knowledge in internal applications like opera and showman pos.
• Coordinate with the vendor for the GST implementation in opera and showman pos.
• Remote desktop accessing and managing and fixing end user issues.
• Installing Linux OS such as red hat, Ubuntu and Windows Operating System like Windows XP, 2003, 7, 8, 10.
• Resolving issues in LAN and WAN technologies.
• Provided all kind of technical support to fix the issues with Microsoft outlook and Office365.

Anna University Chennai, Chennai, India | Bachelor of Technology - B Tech

2009 - 2013

Electronics and Communication