Christian Crisostomo

• Validate each ticket submitted to attain complete comprehension of root cause analysis.
• Recognize trends and patterns through ticketing and foresee future challenges while responding to technical actions and planning to minimize risks.
• Reproduce errors and validate bugs before escalation
• Support and use our knowledge base to educate yourself our customers and submitting KB documentation request when required
• Recognize and escalation major challenges when required
• Continue to educate yourself on our product and data lifecycle.
• Provide technical support via telephone, email to external and internal customers.
• Collaborate with your teammates and co-ordinate working sessions when requested
• Adhere to our SLAs and maintain ticketing queue.
• Daily Stand-ups (internal)
• Synchronize team’s work
• Discuss impediments / challenges blocking team’s work Production Related Issues
• Data Discovery / Report Configuration (external)

Based on FPG needs, the Technical Support Specialist will be required to actively participate in Special Projects or Task Forces.

• Investigated system issues and implemented resolutions to reduce downtime

• Implementation of POS application (Oracle Hospitality Simphony) Version 1X, 2X, 18X, 19X
• Manage projects in timely manner based on project plan
• Responsible for customer contact for meetings and to gather information needed for project.
• Supporting more than 2000 clients across UAE (Restaurants, Hotels & Bar)
• Responsible on database installation (Oracle 11g , 12c)
• Conducting training for user Admin, Waiters, Cashiers, Finance and IT Department
• POS Users, Back-end user and Reporting & Analytics
• Installing workstation and 3rd party printer, barcode reader, customer display, KDS and cash drawers
• Installing Interface such as Chat food, Quick serve, SerVme, PMS, Material Control and Other API’s and other
• Responsible to do Application Upgrade of existing client on premise or cloud environment.
• Responsible to make sure necessary backup are kept and available if any problem happens.
• To install new server remotely and on site
• Provide guidance and real time resolution on wide range of technical and non-technical customer issues.
• Handle open service requests, implement fixes, and document details in real- time, analyzing potential hardware or software problem.
• Handling calls on weekends and holidays 24/7 on rotational basis.
• Responsible for 2nd level support if no scheduled for project department
• Respond to end user inquiries through phone calls, e-mail and help desk ticket system, and communicate incident status and resolution in a timely fashion.
• Collaborated with internal departments to confirm timely and accurate delivery and implementation of customer orders.
• Traveled to customer facilities to inspect initial implementation of Application, directing apparent issues to appropriate engineering staff for correction.
• Explained complex, technology-related issues in basic, understandable terms to clients.

• Supporting 150 F&B shops across UAE.
• Diagnosing and resolving problems efficiently.
• Ensuring all hardware operates at its optimum level with latest updates and patches.
• Repairing and upgrading hardware and ensuring all computers were fully operational.
• Working with customers/employees to identify computer problems and advising on solution.
• Handling calls for System related problems 24/7 and 7 days week.
• Reviewing of CCTV for security purposes if there is report.
• Installing and configuring computer hardware operating system and applications
• Cable installation, CCTV Camera installation DVR configuration
• Talking staff or clients through series of actions, either face-to-face or over telephone, to help set up systems or resolve issues.