Christopher Suarez Email & Phone Number

Southfield, MI, US

Atlanta, GA, US

• 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.

Atlanta, GA, US

• 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.

Atlanta, GA, US

• 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.

Atlanta, GA, US

• 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.

Toronto, Ontario, CA

• 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.

Toronto, Ontario, CA

• 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.

Toronto, Ontario, CA

• 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.

Toronto, Ontario, CA

• 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.

Coral Gables, FL, US

• 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.