Melvin Chacko

• Providing level 2 application support for clients in the United Kingdom and North America.
• Work experience or knowledge in ITIL processes, particularly Incident Management and change management.
• Install/upgrade/configure/patch and otherwise support 3rd party enterprise software.
• Handling high-priority and escalated tickets from premium customers.
• Experienced using Salesforce, CRM, Zendesk, Jira, Confluence, or similar software.
• Working on the SaaS Environment server, cloud-based applications and Linux-based cluster management software product to support customer clusters.
• With guidance, perform patch management, application packaging and distribution, and operating system deployment (OSD)
• Exposure to Monitoring Tools – Grafana.
• Performing code review, code optimization, SQL query optimization, and server performance improvement.
• Analyzing and mapping data and writing SQL scripts to extract data from SQL databases.
• Using SQL Agent to schedule and monitor SQL jobs.
• Implementing the latest software into different environments and handing it to the respective team for further testing.
• Continuously improve best-practices and documentation on incident handling
• Taking ownership of incidents raised by customers or the 1st line, resolving them, and providing workarounds until the issue is resolved.
• Responds to client inquiries concerning software operation and troubleshoots system software and operator complications.
• Scheduling maintenance on the servers.
• Monitor customer systems and continuously contribute to monitoring and alerting improvements
• Perform root cause analysis by reviewing infrastructure, system, product logs and query databases.
• Troubleshooting networking, performances of systems and clusters.
• Supporting EPOS/POS systems in Windows and Linux environment the retail domain.
• Collaborating with the L3 team, the development team, software development teams, and the cloud team.
• Managing systems and servers to ensure uninterrupted service (Epicor and NSB).
• Performing patching activities on tills, servers, and mobile devices.
• Managing and administering end-point systems, including user accounts, permissions, and access controls.
• Experience of the Windows Operating System
• Testing in-house applications for project- and support-related activities on UAT servers.
• Providing consistent support for Windows servers and backup management.

• Proficient in Windows Operating Systems, 2007, 2010 and Windows Server 2008 R2/2012R2
• Provided exceptional end-user support, resolving technical issues quickly to minimize disruptions.
• Perform troubleshooting in ERP
• Generated reports in CRM and ERP handover to the management team.
• Created end user report to extract data from ERP system within specified parameters.
• Taught end users to navigate the ERP system by developing and presenting training sessions.
• Collaborated with vendors to negotiate contracts, resulting in significant cost savings without compromising quality or service levels.
• Improved system efficiency by implementing and maintaining hardware and software solutions.

• Utilized data analysis skills to identify areas of improvement in current projects, leading to better results.
• Managed client communication distribution during ongoing projects.
• Monitored and reported on project risks and proposed solutions.
• Supported project managers in monitoring project progress, maintaining up-to-date documentation and reports.