• Collaborate in audits/assessments including audit plan preparation, review of documentation and evidence, evaluation of procedures, and client interviews.• Manage priorities, tasks and hours on projects in conjunction with the project manager to achieve delivery utilization targets.• Ensures quality products and services are delivered on time.• Interfaces with clients through entire engagement, interacting will all levels of client organizations. Establish and maintain positive collaborative relationships with clients and stakeholders.• Maintains strong depth of knowledge in the practice area.• Collaborates with project managers, quality management, sales and other delivery team members to drive customer satisfaction and meet project deliverables.• Test technical controls, policies and procedures, laws, regulations, and industry best practices.

• Provide outstanding service and bilingual, 2nd tier technical support for Property Interfaces (IFC8) to approximately 26,000 customers and 104,000 global end-users, performing root cause analysis for each problem and escalating issues as necessary to promptly resolve tickets and garner high satisfaction ratings. ▪ Assessed PCI DSS compliance to approximately 26,000 customers for the use of Credit Cards with Property Interfaces (IFC8) that process transactions (POS and others).• Act as liaison between clients and vendors, collaborating to complete IFC8 implementations and translate vendor messages into XML files. • Utilize the Opera application to configure Interfaces and enable easier communication between the vendor and property management system (PMS). • Diagnose, troubleshoot, analyze, and remediate PBX, Call Accounting, Voicemail, Point of Sales, Key Service System, Video Systems, Electronic Funds Transfer, Building Management System, Internet, and Vending System Interfaces. • Request feedback from clients to confirm the problem is resolved and gather recommendations for service improvements. • Employ Netstat, Telnet, and Device manager to troubleshoot port communication and enhance operations by 90%. ▪ Delivered IFC8 training to 10 Level 1 technicians, ensuring their compliance with all PCI regulations and corporate policies/protocols.

• Dispense day-to-day, bilingual desktop support and ticket resolution for hospitality property management software, executing root cause analysis and utilizing SQL scripts to provide over 75% first hour and 85% same day resolutions.• Performed software installations, configurations, and testing, developing assessment reports and mitigation strategies for customers.• Collaborated with 13 team members to troubleshoot difficult problems and quickly resolve issues.• Worked with system logs, SQL scripts, and command lines to solve IFC8 and Opera Xchange Interfaces (OXI) issues.• Delivered coaching and training 5 new employees on hospitality property management software, IFC8, and OXI.• Validated that TLS 1.2 was enabled on the necessary client servers and computers, and confirmed that Opera server and Secure Payment Gateway Provider certificates were up to date.

• Processed requests and provided Tier II remote technical support via phone, email, and chat queries for employees of 7 North American companies, ensuring all Service Level Agreements were met.• Partnered with colleagues, senior management, and customers to solve complicated technology and customer service issues.• Monitored the ticketing system for IT-related issues, crafting solutions based on client comments, personal expertise, and previous database records and Knowledge Base information to close 80 to 100 tickets per week.• Recommended method modifications to drive request efficiency and effectiveness by 10% and 15%, respectively.• Documented troubleshooting steps taken while managing Active Directory users and computers.• Assisted users with permission request system, assigning permissions for authorized requests.• Eradicated virus infections on client computers and ensured that the antivirus software was current.

• Resolved 15 tickets per day while delivering Tier I and II remote and local technical support to administrative and clinical areas, escalating issues as needed, and informing senior management of recurring issues and patterns of problems.• Maintained reference logs and training articles by documenting common procedures, problems, incidents, and resolutions.• Contributed technical support during downtime, performing backups, restores, and image deployments.• Managed approximately 2,000 users and 6 Citrix farms, troubleshot printer servers, and assisted with Kaspersky antivirus management, policy implementations, and installations to easily manage endpoints.

• Supervised a high-performing team of 14 technicians, managing and assigning tickets, as well as coordinating and dispatching routes and assignments to effectively meet the needs of approximately 2,377 customers.• Served as a liaison between the technicians, superiors, and clients, while offering local support for the client and remote support for the team. • Crafted referential internal software protocol manuals for the team, boosting overall productivity by 40%.• Organized and created an inventory for analysis and decommissioning purposes, in addition to maintaining a record of all equipment and software licenses.• Produced monthly reports, executed performance reviews, and identified areas for improvement.• Coordinated a course of action for threat eradication, reducing the potential impact of security incidents by 70%.

• Generated local and remote technical support to administrative and clinical areas, offering hardware, software, and network support to 2K+ end-users. • Collaborated with the Supervising Technician to complete daily tickets.• Cloned hard drives for new installations.

• Ran emergency evacuation and escape drills with patients.• Supervised patients, coordinated activities, and provided engaging recreational materials.• Performed clerical functions while providing dedicated customer service.

• Created confidential patient and employee files with the Microsoft Office Suite, organizing information in easily manageable folders.• Delivered superior customer service and organized 3 festive activities.