Sr. IT Manager - Hospitality Resume Example
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SR. IT MANAGER - HOSPITALITY
Executive Profile
Accomplished and results-driven IT Executive with over 15 years of experience in information technology and 9 years managing and leading technical teams. Extensive range of expertise including casino operations, application development, infrastructure, network operations, IT security, CRM, marketing business operations and strategic planning. Highly effective in successful team building, bridging relationships between departments including senior level leadership and operational excellence. Skill Highlights Project Management Casino Management Systems Help Desk Service Management Service Delivery Enterprise Acquisitions POS Infrastructure Technology Architecture and Integration IT Security Organizational Change Management NOC Operation/Design and Support Event Management and Promotions Telephony - Avaya/Cisco Business Operations Management Cloud Computing & Storage SDLC Lifecycle ITIL Process Improvement Disaster Recovery CRM Multi-million Dollar P&L Management ERP SOX, PCI, Regulatory Compliance Application Development Construction Management Change, Release, Problem and Incident Management
Professional Experience
Director of Information Technology, 09/2013 － CurrentHca － Boerne , TX
Director of Information Technology, 09/2011 － 09/2013Hca － Boise , ID
- First report to the CIO Spearheaded cross-functional initiative to achieve increased system stability and functionality across multiple platforms.
- Led IT strategic and operational planning to achieve business goals by fostering innovation.
- Supported all wireless and wired infrastructure and devices at the property level including corporate mainframes that were housed at our location as per DR contingency planning.
- Accountable for restructuring of all operational support programs and processes, which contributed to securing long-term business, optimizing levels of productivity and sustaining overall project success.
- Implemented robust network infrastructures while ensuring SOX and PCI compliance with Internal Controls as well as industry best practices.
- Provided direction by setting Information Technology Architecture Standards and planning for the implementation of new technologies.
- Established new policies that supported initiatives to increase efficiency of internal processes and enhanced productivity.
- Oversaw project implementation of IP based network and digital media infrastructure for property wide AV upgrade.
- Analyzed key metrics to measure effectiveness of guest service for internal and external guests.
- Delivered detailed roadmaps that included action items and project targets.
- Collaborated with the global operations and infrastructure team to resolve IT support cases.
- Implemented backup policy and procedures including disaster and data recovery measures.
IT Manager, 09/2009 － 08/2011City Of Austin, Tx － Austin , TX
- Directed all casino and hotel operations within an IT scope including oversight for all data center operations including LAN/WAN/SAN/Telephony communications, Service Desk Management, Audio Visual, SDLC Product Development, Disaster Recovery, Training Plans and departmental road maps while maintaining an annual budget exceeding $2 million.
- Oversight of system acquisition for gaming and financial systems between the Ameristar and Pinnacle gaming companies.
- Managed daily IT operations supporting a property staff of 1200 users.
- Oversight of all Active Directory user roles, distribution groups, security groups and vendors within a regional setting.
- Partnered with the financial team to develop and implement a cashless financial application to meet state and company regulations for count room verification between two third party systems to ensure accuracy of income.
- Oversaw the design, architecture and execution of a Regional Service Desk website which included system interfaces that provided error notification as well as a user based automated section that could be accessed by the user for low level issues so that SLA's were met.
- Managed corporate lab environment including the development, testing and system integration.
- Assessed and authorized the planning and implementation of additions, deletions and major modifications to the regional systems architecture including Linux, Windows, AIX UNIX, AS/400 mainframes and PBX systems.
Slot Shift/Technical Training Manager, 08/2007 － 09/2009Clifton Larson Allen － Houston , MN
- Oversaw gaming floor operations including management of 150 + employees within the Slot/Slot Tech and EVS departments to ensure excellent customer service for all internal and external guests.
- Implemented a Train-the-Trainer initiative that allowed the department to work with the IT team to provide input for upcoming applications development and training initiatives.
- Aligned business initiatives with the Compliance and Financial departments to ensure SOX and PCI Compliance Created and implemented internal controls and SLA's to meet internal and external expectations and demands.
- Oversaw $5 million dollar budget within the Slot Operations department.
- Coached, mentored and created career plans for all employees within the department for advancement within the company.
Sr. Change Management Engineer, 08/2005 － 08/2007HARRAH'S ENTERTAINMENT INC. － City , STATE
- Coordinated all corporate and property system outages and disruptions within the company to ensure minimal system downtime and customer service interruptions while providing seamless operations at the property level while adhering to all SOX requirements.
- Managed four Change Management Engineers with emphasis on training, mentoring and discipline.
- Installed, implemented and oversaw the companies Change Management calendar, implementation and back-out plans.
- Paired with all departments within the organization's matrix environment and oversaw multiple development, implementation and succession projects to ensure accuracy.
- Managed all system acquisition's for two company mergers that occurred when Horseshoe Casino and Park Place Entertainment gaming brand companies were acquired.
- Monitored all projects by implementing a metric reporting schedule to report out to senior management on the overall success of projects.
- Led teams to create feasibility studies, system analysis and quality assurance planning prior to product implementation.
- Administered all Incident, Change, Software and Financial Management through the ITIL and SDLC life cycle.
Supervisor, 10/2003 － 08/2005NA － City , STATE
- Oversaw corporate Help Desk and Data Center operations including training all staff, implementing policies and guidelines pertaining to all individuals on the team.
- Provided second and third level support for the company that employed more than 42,000 users.
- Acted as Change Manager for all after-hours support issues.
- Ensured excellent customer service to all users, internal and offshore, to guarantee expected SLA delivery on all issue resolution.
- Assisted all departments within the matrix environment with QA testing, application implementation and go-live support.
- Supervised a staff of 65+ employees as well as created development plans to grow and mentor all employees within the team.
POS Systems Engineer, 05/2002 － 10/2003NA － City , STATE
- Administered all MICROS POS operations including all hardware and software implementation changes.
- Supported over 600 users within an office environment including Microsoft, AS/400, UNIX, TI Slot Gaming System, Network Architecture, POS, Wireless Communications and Telecommunications.
- Modeled and executed a wireless based communication tool for all communications between the slot gaming system and wireless mobile devices throughout the property.
Regional Support Analyst, 02/2001 － 05/2002Company Name － City, State
- Managed all systems and applications for three gaming properties within a regional setting.
- Acted as the first and second level support for all UNIX, Help Desk, AIX, AS400, Microsoft, Network and Telecommunications support for over 3000 users.
- Project Manager for the first regional casino environment POS installation including the design, implementation, support and go-live documentation and training.
First report General Manager
- Oversaw $25 million final construction phase for the data center technology and audio/visual infrastructure.
- Provided leadership on acquisition of new data center and systems that were needed to be integrated within new property.
- Support and maintenance for a mixed infrastructure including iOS, Android, Windows, UNIX, Linux, AS/400 and performed upgrades to all systems as needed.
- Created new revenue streams by implementing a SalesForce work model for our Marketing department to increase our market share.
- Executed policy updates and changes to ensure that all SOX, PCI and state regulations were adhered to within a gaming environment.
- Oversight of all technical, audio/visual and digital media technology at the property.
Education
2014Colorado State University － City, StateBachelor of ScienceInformation TechnologyInformation Technology
2004Northwest Mississippi Community College － City, StateAssociate of Applied ScienceComputer Information SystemsComputer Information Systems
ITIL v2 Certification 2005
ITSMF ITIL Foundations Memphis, TN
Skills
Active Directory, go-live, AIX, AS/400, AS400, Audio, backup, budget, Change Management, hardware, excellent customer service, customer service, delivery, Product Development, direction, Disaster Recovery, documentation, senior management, feasibility studies, Financial, Financial Management, functional, Help Desk, Information Technology, innovation, IP, ITIL, ITIL v, LAN, leadership, Linux, mainframes, market, Marketing, mentor, mentoring, mergers, MICROS, office, Windows, Network Architecture, Network, PBX, PCI, policies, POS, processes, quality assurance, QA, reporting, SAN, SDLC, SLA, strategic, systems architecture, system analysis, system integration, Telecommunications, Telephony, Trainer, UNIX, upgrades, upgrade, WAN, website
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Resume Overview
School Attended
- Colorado State University
- Northwest Mississippi Community College
Job Titles Held:
- Director of Information Technology
- IT Manager
- Slot Shift/Technical Training Manager
- Sr. Change Management Engineer
- Supervisor
- POS Systems Engineer
- Regional Support Analyst
- First report General Manager
Degrees
- Bachelor of Science Information Technology
Associate of Applied Science Computer Information Systems
ITIL v2 Certification 2005 ITSMF ITIL Foundations Memphis, TN
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