John Shaffer Email & Phone Number

Richardson, Texas, United States

Infrastructure Assessment: Conducted comprehensive assessments of infrastructure for hotels, oil & gas, and other clients, providing detailed summaries and recommendations for improvements.Client Onboarding: Managed the onboarding process for new clients, including integrating network, software, and hardware information into the documentation platform to ensure seamless support.Sales & Procurement: Handled the sales and procurement of IT services for all clients, ensuring they received the necessary resources and support.IT Director/Manager: Served as the IT Director/Manager for over 20 clients, facilitating weekly calls to discuss projects, ticket statuses, budgets, and other relevant matters.Procurement Management: Oversaw the procurement process for all clients, ensuring they received the best products and services to meet their needs.Client Relationship Management: Built and maintained strong relationships with clients to understand and meet their technical needs effectively.Technical Business Reviews: Conducted technical business reviews quarterly or upon client request to assess and address their IT needs.Project Coordination: Collaborated with the technical team to complete projects as planned and discussed with clients.Customer Relations Management: Acted as the customer relations manager for each client, ensuring they received exceptional support.Meetings and Collaboration: Participated and co-led two Level 10 meetings weekly to discuss ongoing issues and strategies.Operations Coordination: Worked closely with the Director of Operations to address any technical team issues promptly.Quarterly Objectives: Completed quarterly "rocks" (major goals or projects) to drive continuous improvement.Support Management: Collaborated with the support manager to ensure client issues and requests were resolved promptly and effectively.

Dallas, Tx

Troubleshooting: Provided overall troubleshooting for issues and outages affecting Makeready hotels, ensuring minimal downtime and swift resolutions.System Upgrades: Planned and executed large-scale upgrades for hotel systems, servers, and workstations to enhance performance and reliability.PCI Compliance: Maintained Payment Card Industry (PCI) compliance, securing quarterly Attestations of Compliance (AOC) for hotel networks.Vulnerability Management: Conducted PCI internal and external vulnerability scans, addressing issues through remediation, compensating controls, and false positive documentation.User Education: Educated end users on PCI compliance and computer security to promote a secure IT environment.IT Procurement: Managed the procurement of IT equipment and services for hotels, ensuring they had the necessary resources.System Monitoring: Monitored system storage to ensure optimal performance and capacity management.Account Management: Set up and maintained user accounts in Active Directory (AD) and Office 365 (O365) to ensure secure access and proper user management.Network Setup: Set up and maintained WiFi and wired connections for guest conferences, ensuring reliable internet access.Project Management:Project Planning and Execution: Led project planning and execution for various IT initiatives, including system upgrades, network enhancements, and security improvements.

Us And Canada

Supervised Team: Managed a team of 18 direct reports, including IT Liaisons, systems administrators, and desktop support representatives.Department Oversight: Provided overall management of the IT department, ensuring smooth operations and efficient service delivery.Upgrade Planning: Strategized and executed large-scale upgrades for hotel systems, servers, and workstations across North America.Ticket Management: Monitored and assigned tickets to technicians using our ticketing system, ensuring timely resolution of issues raised by end users.PCI Compliance: Maintained Payment Card Industry (PCI) compliance, securing quarterly Attestations of Compliance (AOC) for the entire North American network.Vulnerability Management: Addressed PCI internal and external vulnerability issues through remediation, compensating controls, and false positive documentation.Support Services: Provided comprehensive inbound and outbound software and hardware support to over 600 users in the U.S. and Canada.SLA Documentation: Created and distributed a Service Level Agreement (SLA) book monthly to all hotels, detailing metrics and performance of IT services.Project Leadership: Initiated and led various projects including IT Liaison Training, PCI compliance programs, and SLA initiatives at both hotel and corporate levels.Vendor Management: Handled vendor sourcing and management for corporate and hotel infrastructure needs.Customer Experience: Ensured a positive end-user experience through prompt and effective resolution of customer issues.