It Operations Manager

Mike Mandeville

Phone: 310-***-**** Email: *************@*****.*** Address: Los Angeles, CA

SUMMARY

Results-driven IT Manager with over 15 years of experience in the hospitality industry, specializing in network design, deployment, configuration, and management. Proven expertise in overseeing IT operations, managing teams, and ensuring the smooth integration of technology within hospitality environments. Skilled in optimizing network infrastructure, managing hospitality-specific applications, and driving efficient IT operations. Strong track record of leading cross-functional projects, training staff, and enhancing operational efficiency. Committed to continuous professional development and staying current with industry trends to implement innovative solutions and improve overall IT performance.

SKILLS & QUALIFICATIONS

Core Competencies: IT Project Management, Network Architecture, IT Strategy, Disaster Recovery, Vendor Management, Team Leadership, Budgeting, Communication, Training, Operations

Technical Skills:

Networking: Cisco Networks, Switching (STP, Port Security, VLANs, Access Lists), Routers & Firewalls (Cisco, NetworkBox)

Wireless & Virtualization: Cisco, Ruckus, VMware ESXi, Hyper-V

Security & Monitoring: SIEM, IDS/IPS, Vulnerability Scanners, Rapid7 Nexpose, PRTG, ManageEngine, SolarWinds Network Monitor

Software & Tools: Microsoft Windows Server 2016/2019/2022, Microsoft Office 365, Intune MDM, Microsoft Active Directory, MS Exchange, Track-IT, Microsoft Visio

Programming: Visual Basic, XHTML & CSS, Oracle, SQL

Hospitality Products: Opera PMS, Micros POS, 9700, Shiji, POS Terminals, HotSOS, NEC VoIP PBX

PROFESSIONAL EXPERIENCE

Peninsula Beverly Hills, Beverly Hills, CA

Assistant IT Manager, April 2009 – Present

Led wireless and edge switching renewals to maintain compliance and security within a 200+ room hotel.

Coordinated communication between third-party vendors and 10+ hardware providers, streamlining IT demand responses.

Managed and troubleshot cabling projects for voice, data, video, and camera systems.

Contributed to the technical design of the network in partnership with IT teams across departments.

Estimated budgets for IT projects valued at $1M+, ensuring cost-effective resource allocation.

Analyzed and implemented network security, maintenance, disaster recovery, and capacity enhancements.

Handled TAC cases for network security issues, utilizing SIEM, IDS/IPS, and vulnerability scanners.

Implemented new technologies that improved IT operations, supporting 200+ rooms and 500+ employees.

Led ISO IT audits, managing cabling, wireless, and switching upgrades to improve security and reliability.

Configured, troubleshot, and maintained security infrastructure software and hardware.

Developed and updated the company’s information security strategy and compliance policies.

Conducted vulnerability assessments and devised remediation plans to address security weaknesses.

Maintained and supported computer networks, including mainframes, VPNs, routers, and physical hardware.

Provided IT support for over 250 users and 24 servers.

Sunstream Inc., Fort Myers Beach, FL

IT Support Specialist/ Trainer, March 2000 – July 2008

Provided IT support for 200 users and 24 servers across six properties, including Naples, Ft. Myers, and Cape Coral.

Set up and configured servers in compliance with company standards, ensuring optimal performance.

Evaluated, tested, and implemented software upgrades to improve system functionality and efficiency.

Monitored network servers to ensure daily backups, and reviewed logs and alerts for issues.

Managed user accounts and permissions in Microsoft Active Directory, ensuring security and compliance.

Configured Intelligent Messaging Filter (IMF) to block spam and utilized IMF Companion for message management in Exchange.

Migrated users from Exchange 2003 to 2010, improving email performance and reducing downtime.

Troubleshot and resolved LAN/WAN connectivity issues in a TCP/IP environment, maintaining uptime.

Utilized Track-IT to respond to 15-30 help desk tickets daily, ensuring timely resolution of technical issues.

Managed hardware and software inventory, streamlining resource allocation and management.

Rebuilt, replaced, and configured Maitre'D POS system computers to ensure optimal POS functionality.

Resolved hardware issues by replacing components or restoring systems on servers, desktops, and laptops.

Provided Microsoft Office and Trend Micro Enterprise support to ensure smooth business operations.

Trained employees on IT systems and processes, improving system adoption and user efficiency.

Installed and configured TeleVantage VoIP phone systems for seamless communication.

Assisted with the installation and maintenance of Cisco wireless routers, access points, and switches.

Diagnosed and resolved network issues with routers, printers, cables, and telephones.

Provided on-call support 24/7, including Tier II help desk support (50% of workload).

Documented all IT activities and support tasks to ensure proper record-keeping and compliance.

EDUCATION & CERTIFICATIONS

Certifications:

Microsoft Certified Professional (MCP)

Microsoft Certified Solutions Expert (MCSE)

Microsoft Certified Solutions Associate (MCSA) + Security

Edison College, Fort Myers, FL — 2008

Associate degree in Networking

GPA: 3.09, Major GPA: 4.0

Relevant Coursework: Windows Server 2003, Linux+, Networking I, CCNA Guide to Cisco Networking, Visual Basic Programming, Hardware and Software Maintenance, Database System Analysis

Santa Monica College, Santa Monica, CA — 2010

Relevant Coursework: Photoshop CS4, XHTML & CSS, SQL, Flash, ActionScript, Dreamweaver

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