João Sousa

• Managed distributed IT support teams across multiple locations
• Provided hands-on system administration and infrastructure support across
multi-site environment
• Defined and implemented SLAs, workflows and escalation processes
• Delivered infrastructure and network modernization projects across
multiple sites
• Defined and monitored SLAs and escalation procedures across multiple
locations
• Coordinated support operations and service delivery activities across
distributed teams
• Improved service response and resolution processes through operational
standardization
• Strengthened access control and CCTV and cybersecurity compliance
• Participated in system upgrades, patch management and infrastructure
improvements
• Monitored and resolved infrastructure, network and system incidents
• Significantly improved service response and resolution times

Responsible for the management, operation and continuous improvement of
enterprise IT infrastructure across 33 hotels and hospitality properties
located in 6 international locations.

• Administration of Windows Server and enterprise systems
• Management of LAN/WAN and Wi-Fi infrastructure
• Implementation of backup and disaster recovery strategies
• Infrastructure support for hospitality operational systems
• Delivery of infrastructure upgrade and network redesign projects
• Ensuring continuous availability of business-critical platforms
• Support for wired and wireless connectivity
• Maintenance of servers, telephony and security systems
• Deployment of CCTV and access control systems
• Technical support for hospitality staff across departments

included:
• Installation and maintenance of IT systems and network
infrastructure
• Support for wired and wireless connectivity
• Maintenance of servers, telephony and security systems
• Deployment of CCTV and access control systems
• Technical support for hospitality staff across departments