VMWARE, Cloud Computer
Khedive E. Mc Neil
Information Technology
Panama City
Summary
Well-qualified IT leader proficient in technical support, system management and documentation. Proven skills in equipment repair and maintenance. Excellent relationship-building and planning abilities gained during 20 + years of related experience. Experienced Systems Manager knowledgeable about planning, implementing and maintaining business information systems. Strong technical acumen, project management skills and attention to detail. Desiring a challenging new role with a progressive organisation.
Overview
20
20
years of professional experience
13
13
years of post-secondary education
2
2
Languages
Work History
Corporate Systems Manager
Bern Hotels & Resorts Panama
Panama City, 8
06.2011 - 12.2024
- Provided remote troubleshooting and support for users.
- Maintained high-performing systems according to regulatory and corporate guidelines.
- Updated management system standards to reflect best practices and changing business needs.
- Wrote and updated technical documentation covering system components.
- Kept computer systems operating at optimal performance levels.
- Coordinated internal audits to highlight systems improvement opportunities.
- Collaborated with cross-functional teams to confirm and achieve new system requirements.
- Evaluated systems performance to maintain function and implement required improvements.
- Responded to incidents quickly, troubleshot problems and corrected faults.
- Verified product approval for various international markets, maintaining compliance.
- Led server maintenance activities for company systems to keep critical functions operational.
- Implemented software and hardware upgrades to boost system speed.
- Requisitioned hardware and software to meet changing organisational needs.
- Monitored and intercepted electronic data transfers, preventing data theft and malware spread.
- Managed system upgrades and migrations, achieving seamless transitions and minimal disruptions.
- Tested installations and updates on test servers before deployment to live environments.
- Executed routine maintenance tasks and troubleshooting procedures to sustain system configurations and software installations.
- Managed cloud and on-premise resource allocations, minimising wastage.
- Worked closely with security team to establish and enforce security policies for identity and access controls.
- Managed Linux-based systems to achieve optimal performance and reliability for critical business operations.
- Led training sessions for team proficiency in system management and troubleshooting.
- Researched and adopted new technologies to enhance system capabilities and efficiency.
- Identified and mitigated potential risks within IT infrastructure through proactive security measures.
- Established and maintained documentation for system configurations for accuracy and accessibility.
- Worked with vendors to evaluate and integrate new hardware and software solutions.
- Engaged in development and enhancement of IAM solutions, leveraging strong technical foundations.
- Showcased strong analytical and problem-solving skills, addressing complex technical issues efficiently.
- Designed and implemented scalable, efficient IT infrastructure in collaboration with cross-functional teams.
- Communicated effectively with stakeholders, offering technical guidance and support for implementations.
IT Corporate Support Manager
Bern Hotels & Resorts Panama
Panama City, 8
06.2008 - 02.2011
- Monitored team performance, providing constructive feedback and recognition where due.
- Monitored employee and customer interactions to assess quality of service.
- Implemented quality assurance measures to maintain service excellence.
- Coordinated support operations, aligning team efforts with organisational objectives.
- Directed and supervised support staff to provide efficient resolution of customer inquiries.
- Tracked and documented metrics and evaluated trends to inform future strategies.
- Prepared schedules that maximised coverage during key hours.
- Managed server and network implementation according to agreed deliverables.
- Guaranteed client satisfaction, consulting with QA to verify company standards were met.
- Resolved compatibility issues to enable successful upgrade from Windows XP, Windows 10, windows 11.
- Coached junior support staff in delivering responsive, proactive technical support.
- Prevented data loss by coordinating frequent server and hard drive back-ups.
IT Technician
Gamboa Rainforest Resort Panama
Panama City, 8
02.2006 - 02.2008
- Scheduled upgrades and regular maintenance to maintain smooth workflow.
- Arranged computers, routers and printer to achieve proper workstation.
- Evaluated hardware, mouses and keyboards to determine performance.
- Troubleshot various incidents related to hardware, networks and software faults.
- Managed and maintained user accounts, permissions and security settings in Active Directory.
- Delivered first-line hands-on technical support, achieving swift issue resolution on-site.
- Setup, configured, and troubleshot Microsoft Office applications.
- Facilitated Business TV operations for seamless broadcasting services.
- Documented repairs in log book to maintain accurate records.
- Oriented users to operate new software and computer equipment.
- Upheld customer-centric approach, focusing on user satisfaction and operational efficiency.
- Executed tasks adhering to documented procedures and processes for all activities.
- Set up video conferencing to enhance virtual communication capabilities.
- Implemented infrastructure connectivity solutions, optimising phone systems and data networking.
- Supported network and infrastructure, achieving optimal performance and connectivity.
- Contributed to infrastructure projects, collaborating with external vendors for successful outcomes.
- Monitored local network to optimise performance.
Business Center Agent
Intercontinental Mirama Panama
Panama City, 8
07.2004 - 07.2006
- Facilitated communication and collaboration across departments.
- Directed and supervised front-of-house operations, upholding company standards.
- Scheduled shifts based on seasonal demands and staff availability.
- Executed data-driven sales and marketing strategies to boost revenue.
- Actioned customer feedback to promote continued service improvement.
- Devised activity and service plans to meet customer requirements.
- Maintained excellent health and safety standards for continued compliance.
- Received and resolved customer complaints escalated by staff.
- Kept appropriate stock levels to meet operational needs.
- Forged working relationships with suppliers and negotiated purchasing conditions.
- Monitored industry trends, adapting services to suit consumer demand.
- Upsold in-house property insurance and mortgage services to increase agency revenue.
- Advised prospective buyers on suitable offers to increase likelihood of bid acceptance.
- Secured contracts to benefit all parties, achieving key business objectives.
- Coordinated communications between clients and services to facilitate sales progress.
- Used interpersonal skills to deliver excellent internal and external customer service.
Education
NVQ Level 1 - Telecomunications and Systems Engineering
ULACIT
Panama City, 8 03.2006 - 01.2015
Diploma of Higher Education - Bachelor Cience
Instituto Justo Arosemena
Panama City, 8 03.1993 - 12.1996
Skills
Bilingual in Spanish and English
undefinedSoftware
Timeline
Corporate Systems Manager
Bern Hotels & Resorts Panama
06.2011 - 12.2024
IT Corporate Support Manager
Bern Hotels & Resorts Panama
06.2008 - 02.2011
NVQ Level 1 - Telecomunications and Systems Engineering
ULACIT
03.2006 - 01.2015
IT Technician
Gamboa Rainforest Resort Panama
02.2006 - 02.2008
Business Center Agent
Intercontinental Mirama Panama
07.2004 - 07.2006
Diploma of Higher Education - Bachelor Cience
Instituto Justo Arosemena
03.1993 - 12.1996
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