Ashok E

Results-driven IT professional with 12+ years of experience in ERP application support, implementation, and client success. Proven track record providing Level 2 and Level 3 technical support for global clients across hospitality and manufacturing verticals. Skilled in troubleshooting complex integrations, SQL Server database administration, and cross-functional collaboration.

Experienced in user training, SLA adherence management, and remote solution delivery. Seeking to leverage deep ERP expertise and service-oriented mindset in a client-facing Application Expert Support role at Epicor.

IT Manager at Taumeasina Island Resort (2024-08 – 2025-12)

• Managed full IT infrastructure: LAN/WAN, wireless networks, VPN, VLAN configuration, and firewall security.
• Administered Microsoft Exchange including user management, security settings, and group policies.
• Maintained server environments: Domain Controller, Symantec Endpoint Antivirus, and Trend Micro.
• Implemented Veeam backup solutions and NAS for data protection and recovery.
• Configured and troubleshot Cisco routers and switches per organizational security requirements.
• Led IT team task assignments and managed electronic door lock systems and data logs.
• Managed Cisco routers/switches and data center operations for network reliability.

Executive – Quality Analysis (QA) & Integration at IDS NEXT Business Solutions Pvt. Ltd. (2023-03 – 2024-07)

• Provided Level 2 and Level 3 ERP support for global hospitality clients on integration, performance, and data quality issues.
• Designed and implemented back-end systems for a hospitality platform supporting 32 channel managers (OTAs, booking engines, PMS).
• Developed and optimized APIs in Microsoft Azure cloud to handle high-volume transactions.
• Resolved critical real-time data synchronization errors 40% faster than standard protocols.
• Automated API testing with Postman, reducing manual testing time by 30%.
• Conducted live issue triaging for cloud-hosted services using logging and monitoring tools.
• Collaborated with cross-functional teams (product, QA, design) for root cause analysis and bug prevention.
• Streamlined integrations with payment gateways, CRM systems, and marketing platforms.
• Documented troubleshooting techniques and configurations to build a reusable knowledge base.

IT Assistant Manager at JKR Resort & Spa (A Ramco Group) (2021-01 – 2023-03)

• Designed and project-managed major IT initiatives including system procurement, development, and upgrades.
• Maintained Postmaster Enterprise Mail Server and Microsoft Exchange (users, security, groups).
• Configured and maintained network devices: access points, wireless AP controller, and firewall.
• Managed Active Directory users and groups; maintained regular data backups.
• Maintained electronic door lock systems, projectors, teleconferencing, and AV equipment.

Customer Success Executive at IDS NEXT Business Solutions Pvt. Ltd. (2018-01 – 2020-05)

• Monitored and managed support tickets ensuring SLA adherence and timely escalation handling.
• Delivered comprehensive ERP support via remote assistance, on-site visits, email, and phone for global clients.
• Implemented ERP modules: Front Office, POS, Accounts Receivable, Inventory, Finance, Retail, Sales & Marketing.
• Assisted clients during ERP go-live phases, resolving real-time issues and stabilizing newly deployed systems.
• Conducted user training sessions, product demonstrations, and post-implementation support.
• Authored user manuals, technical documentation, and knowledge base articles for client support.

IT Supervisor at Grey Suit by Absolute Abodes Pvt. Ltd. (2013-12 – 2018-01)

• Managed ERP application support, IT infrastructure, servers, and networking for hotel operations.
• Provided Tier 1 and Tier 2 technical support: troubleshooting, upgrades, and preventive maintenance.
• Supported ERP modules including Finance, POS, Housekeeping, and Reservations.
• Monitored daily database backups, system logs, and antivirus updates for security compliance.
• Trained hotel staff on ERP usage, IT policies, and basic troubleshooting to minimize downtime.
• Assisted in ERP customization, reporting, and integration projects tailored to hotel requirements.

Bachelor of Engineering in Electronic and Communication – Cape Institute of Technology, Anna University Affiliated (2008-06 – 2012-04)