IT Manager
Auris Plaza Hotel
Total years of experience :20 years, 5 Months
- part of the Pre Opening team
- Planning, Implementation and Maintenance of Network including wireless for guest rooms
-Planning, Implementation and Maintenance of Mcom - Hotstream IPTV systems
-Planning, Implementation and Maintenance of Windows Server Environment
-Planning, Implementation and Maintenance of Avaya Telephony Systems
-Planning, Implementation and Maintenance of PMS, POS and MMS, Accounting, Passport Scanning, HR- Payroll, Time and Attendance, Asset Management
-Planning, Implementation and Maintenance of IBS systems
-Planning, Implementation and Maintenance of desktops, printers and all other active components
Server / Application Administration
• Responsible for server administration and of core hotel application (PMS, POS) including Active Directory and MS Exchange.
• Responsible for making sure that all company critical data including server information are backed up regularly through Symantec backup exec.
• Responsible for making sure that company accounting systems (Solomon) is working at all times
• Maintenance of other non critical hotel applications which runs on the same windows environment
TV head End Systems
• Responsible for maintaining the whole TV systems which includes interactive TV, channels, decoders, modulators, amplifiers and STB boxes
• Responsible for making sure that interfacing between TV systems and PMS is operational.
• Responsible for making sure that channels are arranged at all times and are controlled centrally from the server.
Asset Management
• Builds and maintains vendor relationship and manages the purchase of all IT equipments
• Is responsible for keeping an inventory of all IT equipments
Helpdesk Administration
• Excellent communication skills and has been responsible for a team of IT helpdesk .
• Interacts with users, core IT Team and clients to help resolve IT related issues
• Oversees all helpdesk activities including proper call logging procedure through the ticketing system.
• Responds to escalated call.
Desktop Support
• Responsible for attending to all IT related guest concerns in the hotel
• Responsible for attending to all desktop issues and POS issues for all hotel staffs
Networking
• Configuration, deployment and administration of all company network equipments which is composed of cisco routers/ switches and foundry switches.
• Responsible for making sure that wireless connection all throughout the hotel is functional.
• Responsible for making sure that company policies and procedure including information security guidelines are met.
• As a Senior Global Service Desk Engineer, I am responsible for ticket escalation and answering escalated issues.
• Responsible for formulating Global Process to improve Customer Satisfaction, minimizing process redundancy and improving Global Service Desks service level agreement.
• Responsible for training new Global Service Desk Engineers.
• Use of company resources for business purposes only.
• Seat sharing for Global Service Desk team members to maximize space in terms of scheduling work shifts.
• Provide best customer service satisfaction for all Sutherland employees.
• Establishing rapport and observance of Professional courtesy on all calls received.
• Responsible for generating Outage reports on daily basis.
• Development and train Global Service Desk Engineers for current and new Global Processes
• Answering technical support calls from Sutherland employees. Providing Level 1 Technical Assistance on applications or technologies currently supported by Sutherland.
• Responsible for accurate and efficient problem diagnosis and dispatching to service providers / must be informed and trained in current Technology.
• Desktop troubleshooting
• Received and responded to a high volume of inquiries from internal and external customers via telephone.
• Provided orientation and product training to new and existing customers on all aspects of SBC softwares
• Creatively resolved customer issues and ensured customer problems had been accurately and completely resolved by using available resources, including on-line systems.
• Received and responded to a high volume of inquiries from internal and external customers via telephone.
• Provided orientation and product training to new and existing customers on all aspects of SBC softwares
• Creatively resolved customer issues and ensured customer problems had been accurately and completely resolved by using available resources, including on-line systems.
• Received and responded to a high volume of inquiries from internal and external customers via telephone.
• Provided orientation and product training to new and existing customers on all aspects of Microsoft Network (MSN) software.
• Explained and interpreted all MSN policies and procedures including terms of use.
• Creatively resolved customer issues and ensured customer problems had been accurately and completely resolved by using available resources, including on-line systems.
• Investigated customer complaints and performed front-line analysis and intervention when appropriate.
GPA - 2.25 / 1.0