Vincent Lu Email & Phone Number

United States

Manage and maintain a global user base of 450+ across 10+ systems, ensuring seamless operations and addressing an average of 40 tickets per month, ensuring swift issue resolution and user satisfaction.Spearhead migration projects involving 50+ users, coordinating seamless transitions while minimizing downtime and disruptions to critical operations.Oversee the onboarding of 100+ users, streamlining the process and ensuring swift integration into the systems and networks, as well as offboarding 50+ users with attention to security protocols and data integrity.Collaborate closely with cross-functional teams to plan and execute system upgrades and migrations, ensuring minimal impact on daily operations.Provide proactive and reactive support, troubleshooting network infrastructure, servers, and user devices to maintain optimal functionality and security.Develop and maintain comprehensive documentation for system configurations, processes, and procedures to facilitate knowledge transfer and future troubleshooting.

• Maintained excellent customer relations through account management and communication with guests.• Resolved guest issues and disputes to ensure guest satisfaction and customer loyalty.• Processed and handled various forms of payment to ensure guest accounts are accurate and free of discrepancies.• Assisted corporate accounts by resolving billing and reservation discrepancies. Communicated with point of contacts to ensure accuracy of form of payment and reservation date.

• Organized and filed clients’ information by expected month of arrival.• Created reservations and room blocks for incoming leisure and international travel groups.• Contacted clients to confirm group reservations and dates.• Constructed monthly schedules for upcoming meetings as well as amenities requested by the party.

• Organized, processed, and managed guests that were checking in/out to ensure special requests were fulfilled and all guests were accounted for.• Processed/adjusted reservations to reflect possible changes made to reservations.• Processed various forms of payment types that included cash, credit, and check for room and market charges.