Download PDF

Summary

Hands-on, dedicated professional with over 10 years of experience in IT Management.
Recognized for delivering leading edge solutions that consistently meet complex business
requirements. Adept in building strong relationships with IT staff, customers, vendors, and third party contractors

Work History

Jan 2016Present

IT Officer

Crystal Cruises

• Administer all system servers such as, but not limited to, Microsoft Windows Server, Hyper-V Virtualization, Microsoft Failover Cluster, Active Directory Domain Server, Exchange Server, Microsoft SQL.
• Provide support to all shipboard computer users.
• Provide support for typical end-user software such as Microsoft Office, Adobe Creative Suite.
• Administer and monitor the SAN infrastructure, and escalate issues with HP Support when required.
• Support, maintain, diagnose and repair all non-marine servers, computers, POS, printers, ordering parts and service when necessary.
• Support, maintain, diagnose and repair keycard related software and hardware including handhelds, Evolis printers and encoders, ordering parts and service when necessary.
• To support, maintain, diagnose and repair all escalated CU@Sea hardware and software issues.
• Update Information Technology documentation for all procedure, process and application changes
• Maintain network LAN & Wi-Fi connectivity, administer Meru Wi-Fi equipment, optimize network/VLAN performance.
• Maintain network file systems including security.
• Monitor and control inventory.
• Monitor satellite connection and bandwidth QoS.
• Run required PMS procedures and support daily operations.
• Set up and breakdown check-in laptops, keycard printers and magnetic swipe readers on embarkation day.
• Provide financial data to Vice President/Controller as per procedure, ensuring it complies with necessary parameters.
• Point of contact for Wireless Maritime Services (WMS) issues.
• Attend Captain's Welcome/Farewell Cocktail Parties, Singles Parties, Crystal Society Cocktail Parties and any other functions as per Cocktail list received from Crystal Cruises IT Department.

Mar 2015Dec 2016

Team Leader (8 months)

IT Lab

Duties and Responsibilities:

- Line manage a team of 20 – 40 remote support service desk engineers
- Performing reviews and appraisals.
- Act as escalation support when needed, assisting the support team on troubleshooting and resolving
incidents and requests.
- After hours on call support as and when required (ad-hoc)
- Create and maintain technical documentation pertaining to the company’s systems
- Contribute to the department’s continual service improvement plan
- Compile regular reports on activity and project progress
- Work with other team leaders to ensure business goals and SLA targets are met
- Regular meetings with various other stakeholders to discuss performance, resourcing and process
improvement
Oct 2014Mar 2015

3rd Line Support Engineer (6 months)

IT Lab
3rd Line Support
- Troubleshoot, maintain and support a wide range of systems (incl. but not limited to):
o Networking: Fortigate firewalls, Draytek routers, Sonicwall, Juniper, Cisco
o Server hardware: Dell and HP servers predominantly and making use of DRAC and iLO out of bands
management cards.
o Server OS: Server 2003, Server 2008 R2, Server 2012 as well as all versions of small business
server, Linux server and Apple server operating systems.
o Workstation Hardware and software: Support all desktop operating systems as well as workstation
hardware
o In addition, all versions of Exchange, Mimecast spam filtering, office 365 and all virtualized infrastructure
such as Hyper-V, vmware
Ensure SLAs are met
o time to respond
o time to resolve
o first-time-fix
- Manage incidents, problems and changes through Ticket management system
- Contribute fully as an active senior team member and ensure personal and team objectives are achieved
- Maintaining personal development plan with support from Team Leader
- Investigation of repeat failures and establishing root cause
- Consultancy on technical projects/solutions
Jun 2005Jul 2014

Systems Manager (9 years)

Norwegian Cruise Line
• Leading an IT team of 2-3 Assistants. Responsible for IT Operations onboard a floating hotel of 2700+ guest & 1100+ crew cruise vessel generating more than $1,5mil per week of onboard revenue.
Environment: Management of 45+ Microsoft Server 2008 servers running on fully virtual environment VMWare 4.0.- 5.1. 300+ Windows 7 clients, 200+ users. 85+ Micros POS Workstations supporting 400+ onboard users.

• Project Management: Successful planning and implementation of numerous IT infrastructure projects: Ensuring goals are met within projected timeframes and meeting deadlines through effective communication and teamwork with both internal departments and outsourced vendors.
Projects include, but not limited to: full shipboard IT infrastructure upgrades during vessel refurbishment dry docks/newbuilds or live during 24hr shipboard operations:
- Virtualizing Datacenter consisting of more than 45 servers to VMWare ESX
- Hardware and software upgrade/replacement projects of 300+ desktops & laptops, 80+ printers, 85+ Micros POS
- Network - 100% wireless projects: Overseeing vendor installation and configuration consisting of wireless controllers and 400+ access points to provide wireless services onboard, enabling guests and crew to connect to the Internet from anywhere onboard the ship.
- Casino upgrade projects: Overseeing revenue-generating Casino IT Systems upgrade projects


• Incident, Asset Management & Change Control Management with an ITIL-based system from Computer Associates - Unicenter ServiceDeskPlus & HP Service Manager
Mar 2003Jun 2005

Assistant Systems Manager (2 years)

Norwegian Cruise Line

• Server Support: Microsoft Server 2003 & 2008; Microsoft Exchange 2007,
2010; Microsoft 2003 & 2008 AD; Microsoft SQL Server 2000, 2003, 2008; IIS; SUS & WSUS; SMS; Unix;
Supporting fully virtual VMWare ESX datacenter environment

• Desktop Support: Windows XP; 7, Microsoft Office 2003 & 2010

• Application Support: Fidelio Cruise (Property Management System); Micros; MAPS (crew scheduling system); VingCard Marine; HP Service Manager (IT Reporting system); Infogenesis (Restaurant Reservation System/Table Management); Trend Micro; Oasis (Casino); SEAWARE (Guest Reservation System); Veritas Backup Exec 10/2010, CIS (Credit Card & Airline Ticket system); VMWare ESX 5

• Hardware/Peripheral Support: Various networked & local printers, scanners, PDAs, Tablet PCs, iPhones, iPads, Micros POS, Oasis Casino Systems, RR/TMS, Spectralogic & HP Backup & Recovery robotic library

• Network Support: Configuring and administering Cisco environment - Routers, Switches, WAPs: configuring ports, vlans, switches & WAPs for secured wired and wireless access

• Assist with hardware replacement projects, Windows OS & application upgrades. Dry dock - network & infrastructure projects, server upgrades & PtoV conversion projects, ensuring successful completion under strict deadlines. New ship-builds -complete infrastructure setup projects.

• Incident, Asset Management & Change Control with an ITIL-based system from Computer Associates - Unicenter ServiceDeskPlus & HP Service Manager

Certifications

Jan 1999Dec 1999

MCSE

Microsoft 1581875

IT-IQ Bellville, South Africa

Jan 1999Jan 1999

CCNA

IT-IQ Bellville, South Africa

Jan 1999Dec 1999

A+ Certified Service Technican

IT-IQ Bellville, South Africa

Skills

IT Management
Team Leadership
IT Operations
Disaster Recovery
Customer Satisfaction

Education

Dec 1998

Matric

Table View High