Experience

Inceptio Systems DMCC

• United Arab Emirates
• IT Services and IT Consulting
• 1 - 100 Employee

• Support Manager

  • Mar 2014 - Present

  • Managing onsite and online implementation & support of various projects (Intimus ERP, Intimus PMS, Online booking portal, Intimus POS etc.) in various countries in the Middle East & Africa. (UAE, Oman, Bahrain, Saudi Arabia, Kenya, Ethiopia, Rwanda, Djibouti, Iraq, Afghanistan, Peru. etc.) • Expertise in the end to end implementation of Property Management System, POS & ERP etc. • Successfully completed software implementation & upgrade projects in more than 100 client sites. • Planning and implementing various software products and integrating research design training and documentation projects. • Possesses strong product and technical knowledge for the customization of various requirements of the clients. • Integration of Property Management System & ERP with various third party applications. • Manage a team of software support analysts and technicians; act as mentor and coach to team members. • Enable support analysts to diagnose and resolve customer problems and educate users on problem resolutions in a prompt, courteous, and professional manner. • Ensure customer requirements are met with consistently high quality of service. • Identify the need for new software products or enhancements to existing products. • Ensure that each support issue and resolution is adequately documented periodically review software support log(s); track performance and identify trends. • Escalating IT related issues with internal IT groups and Vendors. Show less



Fiesta Systems Ltd

• United Arab Emirates
• Software Development
• 1 - 100 Employee

• Team Leader-Implementation & Support

  • May 2010 - Feb 2014

  • Implementation of different modules of Fiesta ERP such as Front Office, Web booking, POS,Purchase & Inventory management, Event Management, Payroll, Finance. Etc. • Handling various activities of the project like information gathering, analyzing the information gathered, documenting the functional or business requirements. • Understanding the user’s requirements and customizing the forms and reports. • Ensuring timely & professional responses to all support issues, requests and queries received. • Ensure that each support issue and resolution is adequately documented periodically review software support log(s). • Provides functional application support environment for all custom and package application modules in a production environment and during enhancement and upgrade projects as assigned. Show less