Function as a help desk agent answering ~100 calls a day resolving various technical issues to support ~10,000 employees. Always giving a five star attitude in my work to ensure that employees are providing the best experiences to guests. Using Microsoft Active Directory to manage users accounts. Researching and maintaining solutions through a knowledge database. Collaborating with departments on the creation of tickets in Jira, deploying, configuring, troubleshooting Casino hardware's (Point of sales, card readers, table touchscreens, printers, etc.) and enterprise applications (IBM, Microsoft Office, InfoGenesis, Patron, Everi, Veridocs, etc.). Efficiently handle multiple service tickets by analyzing the criticality of the situation minimizing downtime wherever possible. As well as planning and scheduling time-sensitive tasks as a team of 3.

Organize and assist a growing Information Technology department by developing a database with PostgreSQL. Configure firewalls (port blocking, forwarding, whitelisting), policy-based routing on two ISP connections, VLANs, and write scripts that will send backups and alerts to email on Mikrotik routers. Deployed switches, and PTP/PTMP Mimosa/Ubiquiti Access points. Optimize networks by using spectrum analyzers to minimize interferences. Diagnose equipment remotely by using PuTTY, Nmap, and various command-line tools such as Tracert, Nslookup, and Netstat. Assisted Ai-rgus, an artificial intelligence software, using Python tools like OpenCV and Selenium to detect camera misconfigurations or failures. Automated the camera configuration process with python to set static IPs, ports, alarms, and names to ~500 cameras a day. Created a function using Zoho’s programming language Deluge to match duplicate tickets and output them into a table for further data manipulation. Use the Zoho ticketing system to resolve ~100 tickets a day in client issues that include collaborating with internet service providers and third-party vendors. Assist in training end-users to use surveillance software applications making sure they understand how to navigate the graphical user interface.

Function as Reservationist while planning, scheduling, and managing a variety of customer service activities, which I always perform with a “Yes I Can” attitude. Successfully planned, promoted, and coordinated ~300 reservations a day with clientele globally and consistently attract ~3 million guests annually. Was commended for my poise working in an environment in which last-minute changes and capacity/staffing problems are constant challenges. Coordinate business packages and VIP arrangements; work on a daily basis with travel agents and other hospitality industry professionals. On a daily basis, compile an occupancy report as well as a ten-day forecast. Maintain an excellent record of resolving problems and handling stressful situations that involve collection activities and challenging customers.

Memorized over 100+ coffee, tea, and cocoa beverages, and completed 150–200 customer orders each day. Sanitized coffee equipment multiple times during each shift; maintained store cleanliness at all times. Participated in various store promotions, such as handing out coffee and cookie samples outside the store and dressing up in seasonal attire. Make individualized coffee recommendations and educate interested customers on the sources and processes of the store’s premium beans.