Canada
With a rare combination of hospitality and IT, I serve as a Tech/IT concierge for small businesses across British Columbia, Canada. My background in hospitality taught me exceptional customer service and problem-solving skills, while my experience in managing IT provided me with technical expertise. This blend allows me to understand and address the unique needs of my clients effectively. My goal is to be more than just a service provider. I strive to be a trusted advisor and partner to my clients. By understanding your unique goals and needs, I can tailor solutions that drive efficiency, growth, and innovation. Let's connect and explore how I can help your business maximize IT investments.
I partner with municipal, provincial and Indigenous organizations, and registered charities across Canada to plan and deliver technology outcomes that stand up to public sector scrutiny: security, resiliency, productivity, and fiscal stewardship. How I help: - Consultative engagement: Discovery workshops and assessments to map business goals to pragmatic roadmaps (cloud, security, networking, digital workspace, data). - Compliant procurement: Advise on optimal purchasing paths and documentation, activating GPO/consortium frameworks to reduce cycle time and meet policy obligations. - Delivery & adoption: Coordinate CDW solution architects and delivery teams backed by 5,800+ certifications across key domains for design, implementation, change management, and ongoing support. - Operate & optimize: Connect customers with managed services (cloud, infrastructure, security, digital experience) operating under SOC 2 and ISO 27001 standards for continuous improvement and governance. Solution focus: - Cloud & Productivity - Endpoint & Identity - Network & Security - Data Protection - Managed Services
As a key member of the IT team at Coast Hotels, I provide enterprise-level technology support and systems management for over 500 users across 40+ locations. My role spans daily IT operations, infrastructure oversight, cybersecurity, and strategic project leadership. Core Responsibilities: - Manage enterprise systems including Active Directory, Entra ID, Intune, Azure, SharePoint Admin, Teams Admin, Pureview, and Fortinet Firewall. - Oversee hotel technology platforms such as TravelClick, Amadeus IDPMS, Infor HMS, and Sertifi. - Administer payment systems including Shift4 and Lighthouse Transaction Manager. - Support PBX systems, server patch management, and virtual machine environments. - Lead mobile device management via Apple Business Manager and Meraki MDM. - Handle IT procurement, asset management, license oversight, and budget planning. - Provide end-user training, onboarding, and support through Zendesk, managing escalations and service tickets. - Maintain cybersecurity posture using SentinelOne, Microsoft Defender, and Mimecast. Key Achievements: - Saved over $60K annually by optimizing Microsoft and Zendesk licensing. - Launched a company-wide training platform for Windows 10/11, cybersecurity awareness, and Office 365, significantly reducing user-related support tickets. - Introduced automation workflows to streamline ticket resolution and improve response times. - Selected to co-lead the migration of over 40 hotels from Amadeus IDPMS to Infor HMS within one year. - Spearheaded the rollout of digital front desk registration, enhancing guest experience and operational efficiency.
SHIPBOARD PROPERTY MANAGEMENT SYSTEMS •Supporting cruise lines like Royal Caribbean, NCL, AIDA, Hapag-Lloyd, SilverSea, Le Ponant, and The World •Acting as the technical interface to customers for problem resolution related to installation, maintenance and use of Oracle technology •Building customer rapport with the Support Team to encourage long term business •Offering assistance to internal employees on various customer situations •Travelling internationally up to 50% of the time to project sites IMPLEMENTATION & TRAINING •Performing various and complex tasks to implement Oracle products on board Cruise and River ships or within shore side locations •Ensuring solutions meet specifications per customer operational workflow for multiple concepts, users, and service models •Facilitating training sessions for front end users, shipboard managers and shore side IT general managers •Accomplishing project requirements; communicating project status to the client, project manager and the respective team members •Producing a hand-over plan to transfer the deliverables to the customer environment IT SUPPORT • Providing "go-live", technical support to the customer • Resolving post-sales/technical customer inquiries via phone and electronic means • Rectifying functionality gaps and researching creative solutions collaboratively or independently QUALITY ASSURANCE • Building virtual environments to test new version releases • Troubleshooting and documenting for bugs before reporting back to the development team • Creating implementation guides and manuals to eliminate any possible implementation errors
•Liaison between guests and all operational executives for escalated issues •Resolves escalated guest complaints from lesser ranked Guest Service Officers •Sales of on board and shore side guest experiences •Custody of cash box: $5000USD+, 3000€+, 3000£+ •Guest Services acts as a central information hub for 4000+ guests and 1400+ crew •‘Bravo-Team’ Emergency Evacuation Leader for crew members •Trainer for new Guest Services Officers instilling confidence and promoting self-esteem