Championed the change from a POS system that was crashing the four retail stores several times a day to one that has been over ninety-nine percent uptime. Created policies, procedures and I.T. section of the employee handbook. Mentored Las Vegas golf and tennis stores to ensure best customer experiences were the norm. Setup and teardown of stores as we moved and expanded locations. Created and implemented plans to integrate technology into new stores. Managed vendors to integrate security systems, camera systems, and fire monitoring into an easily managed system. Integrated cutting-edge technology to use with both golf fitting bays, the range systems, and multi-media experience to over twenty integrated monitors and high-end audio systems throughout the retail stores with a giant pylon sign facing the Las Vegas strip. Integrated SOX compliance into systems and ran through audits with Price/Waterhouse. Developed and implemented technology into the acquisition of the Flight Deck bar and grill bringing a quick, reliable way of offering food and beverages to customers including the ability to sell all over the golf course via cash and credit card.

Orchestrated complete overhaul of technology for both Agassi Enterprises and the Andre Agassi College Preparatory Academy during their first major renovation. Leading a team and overseeing vendors while reporting to the managing board. Completely changed the intranet from a BNC/10base2 class network to a fiber optic/Gigabit network hybrid. Planning and installation of server farm. On a yearly basis facilitated the installation and tear down of networking equipment of Agassi’s Grand Slam for children; coordinating between IT, A/V, Celebrities as well as their personnel to make sure it always completed without issue. Implementation and enforcement of SOX and HIPPA compliances to several of Agassi clients.

While working for the hotel of over 400 rooms with over 500 employees I oversaw the I.T., audio visual, and telecommunications department. Reporting to the executive committee I created yearly budgets, made sure budgets were adhered to, participated in executive management meetings, made presentations, and made sure that customer needs were met, including delivering services to the ballrooms/banquet meeting areas. Insured Wi-Fi services were at one hundred percent uptime and adequate throughout the resort. Managed vendors, and staffing accountability. Maintained headend/backend systems. Created disaster recovery plans in event of emergency. Started off site backup procedures and vendor logs. Maintained the POS system for the award winning five-star sushi restaurant, bar, gym and spa. Facilitated the transition to Hyatt from Westin. Lead the conversion team to change the Westin’s systems over to Hyatt’s standard systems and integrate they systems that couldn’t be removed from Westin’s setup.

Upper tier technical support for both phone and email cases. Assisted domestic and international teams, to streamline procedures and created policy in troubleshooting as well as reference guides; leading those teams to far exceed all call metrics by over ninety percent. Utilized excellent job knowledge to assist in training employees and served as mentor in refresh training for veteran team members.

Commercial/residential installation and repair of telecommunications equipment. Provisioned LAN and DSL to end users. Supported all aspects of NOC and end user networks. Implemented solutions and made recommendations according to end user needs. Helped maintain fiber nodes, ready access terminals, and cross connect switches across the city. Worked on major overhaul of Government owned facilities.

Commercial/residential installation and troubleshooting of cable modem services. Created, maintained, and provisioned accounts and equipment for end users. Maintained server farm integrity, and implemented backup solutions. Insured customer satisfaction and interacted with people ranging from novices to I.T. executives with expert knowledge of technology. One of three people to take escalation calls and to go on escalated service calls where other technicians couldn’t remedy reoccurring issues.

Completely built the Las Vegas office, to become the first broadband internet provider for consumers in the USA. Created fiscal budgets for technology that stayed reasonable for the vast amount of rapid growth we experienced. Hired all technical support and managed vendors service level agreements. Leader for 15+ support personnel and mentor for sales staff. Installed and maintained broadcast equipment for data transmission to Las Vegas.