•Develop and implement strategic plans to enhance client support services, ensuring alignment with organizational goals and objectives.•Lead, mentor, and grow a high-performing team of support professionals, fostering a culture of continuous improvement and professional development.•Build and maintain strong relationships with key clients, acting as the primary point of contact to address and resolve escalations and ensure client satisfaction.•Oversee the end-to-end support operations, including the management of ticketing systems, SLA compliance, and performance metrics to drive efficiency and effectiveness.•Identify opportunities for process improvements, implement new technologies, and drive initiatives to enhance the client support experience.•Work closely with other departments, such as IT, Product Development, and Sales, to ensure seamless service delivery and support for client needs.•Provide regular reports and insights to senior management on support activities, client feedback, and performance against key metrics.

• Develop and implement comprehensive training and development initiatives for the entire support organization to enhance technical proficiency and service excellence.• Establish and implement performance evaluation methodologies to assess team performance and identify opportunities for improvement or recognition.• Oversee the entire ticket lifecycle, from identification to resolution, ensuring adherence to service level agreements and continuous process improvement.• Drive strategic initiatives for the adoption and integration of new system technologies, ensuring seamless implementation and minimal disruption to operations.• Cultivate and maintain strong vendor relationships to facilitate timely asset delivery and procurement process efficiency.• Manage the procurement cycle from quoting to submission of purchase orders for hardware, software, and vendor services, optimizing cost-effectiveness and operational efficiency.• Developed and implemented a series of cost-saving projects resulting in approximately $1 million in savings over a 4-year period.

• Lead and direct the global Help Desk team, ensuring prompt and efficient support for end users across all locations.• Collaborate with cross-functional teams, including remote, local, and upper management, to enforce policies and procedures, fostering high levels of end user satisfaction.• Provide hands-on technical assistance and remote troubleshooting support to resolve complex issues, ensuring minimal downtime for end users.• Manage procurement processes for both local and remote assets, including forecasting, purchasing, and deployment, to support daily operations effectively.

• Develop and implement training programs tailored to remote and local teams to enhance technical skills and job performance.• Utilize performance metrics to evaluate team members' performance, identifying areas for improvement and recognizing outstanding achievements.• Conduct regular one-on-one check-ins with team members to maintain morale and address any concerns or challenges.

•Proactively monitor critical systems to ensure continuous operation and optimal performance.•Oversee the maintenance of over 700 assets across both domain and field environments.•Assist in project planning for future deployments and corporate objectives to align with organizational goals.•Administer technology capital and operating budgets, contributing to strategic financial planning.•Manage system administration tasks, including user/group account management, configuration settings, and resolution of access issues, while maintaining comprehensive on-site documentation.•Provide expert system support services, diagnosing service outages, troubleshooting issues, and restoring service promptly, with a focus on virus protection across all departments.•Facilitate system backup and recovery procedures to safeguard critical data and ensure business continuity.•Collaborate in managing third-party vendors, negotiating contracts, and service agreements to optimize service delivery and cost-effectiveness.

•Spearhead the implementation of Standard Operating Procedures (SOPs) to ensure PCI compliance, resulting in a 96% score in yearly PCI compliance audits.•Participate in property-level and corporate-initiated technology implementations to enhance operational capabilities.•Collaborate in the management of third-party vendors, including negotiation of contracts and service agreements to optimize service delivery and cost-effectiveness.•Provide 24/7 support for mission-critical systems to ensure uninterrupted operation and minimal downtime.

•Manage and oversee critical systems including Opera, Micros, HotSos/Rex, Delphi, Intelity, and Incomm to ensure seamless operation and functionality.•Successfully set up and integrated 22 server systems and 10 interface systems for a new property, optimizing operational efficiency.•Provide comprehensive administration services, including contributing to technology capital and operating budgets to support organizational objectives.•Assist in server infrastructure management, performance monitoring, operating system upgrades, and troubleshooting to maintain optimal system performance.

•Ensure critical systems, specifically Front Office Property Management System, Call Accounting, HSIA, PABX and Food & Beverage Point of Sales computer systems are available twenty-four (24) hours per day.•Establish and maintain user procedures and hardware familiarization for all systems.•Provide administration services, to include; contribution to technology capital and operating budgets.•Provide Systems Administration, including maintaining user/group accounts, user configuration, trouble-shooting access problems and completion of on-site documentation.•Assist in Server infrastructure management, performance monitoring, Operating System upgrades and troubleshooting.•Ensure effective support for other systems, including back office, sales and catering and human resources applications and any other at the property.•Provide system support services, including service outage diagnosis, troubleshooting and restoration of service, virus protection management.•Maintain and promote Four Seasons core technology standards as outlined in the Four Seasons IT Core Standards.•Assist in the co-ordination of new acquisitions and major projects as required.•Participate in property-level, corporate-initiated technology implementations.•Good knowledge and support for Desktop OS and applications including patches.•Provide direct guest support and quality support to function rooms and conference services.•Administer Lotus Notes, connection to global VPN and other communication tools.•Assist in the process of systems backup and recovery procedures.•Assist in management of third party vendors.•Provide 24 / 7 support for mission critical systems.•Assist at network support and security of Hotel network, Active Directory maintenance.• Four Seasons Hotel at The Surf Club

• Collaborate with Four Seasons corporate Project Management team to address and execute assigned tasks efficiently.• Lead datacenter installations, including the construction of server racks and setup procedures for seamless operation.• Manage the installation, setup, and ongoing maintenance of network equipment to ensure optimal performance.• Contribute to the design and implementation of new technology solutions, aligning them with organizational objectives.• Provide comprehensive support to Four Seasons Directors, users, and vendors, addressing their day-to-day technological needs.• Conduct wireless network mapping to optimize coverage and performance across facilities.• Liaise with vendors to resolve conflicts and support requests, ensuring alignment with local network topology and security standards.• Oversee the deployment and maintenance of Airwatch systems for enhanced device management and security.• Spearhead technology design and implementation for resort expansion projects, ensuring seamless integration and functionality.

• Provide support for incident resolution and requests reported to Symbits Technology Service Center.• Assess, triage, research, and resolve incidents and requests concerning application software products and infrastructure components.• Gather information through customer conversations and access support tools for efficient problem-solving.• Collaborate with additional support staff (Service Center resources) as needed.• Escalate problems beyond scope or ability to Level 3 TSC Analysts and the Manager for timely resolution.