Cooking,traveling,bowling,biking,camping,
ALICE WACHIRA
IT
Secaucus,NJ
Summary
Seasoned IT Technician and former Hotel Manager at Celebrity Cruise Lines, adept in network configuration and exceptional customer service. Proven track record in enhancing system efficiency and achieving significant cost savings. Excelled in team collaboration and problem-solving, ensuring high satisfaction ratings and compliance with regulatory standards.
Overview
13
13
years of professional experience
Work History
IT Technician
Avoid Networking
Secaucus
01.2016 - Current
- Basic computer skills, office setups, computer systems, repairs, and upgrades.
- Create documentation for common IT tasks, such as troubleshooting steps for various types of problems.
- Knowledge and experience in Windows 7 and up, MS Office, VPN, Wi-Fi.
- Cable runs through soft ceilings, concrete, AC conduit, and Panduit.
- Configure routers, switches, and wireless access points for LANs and WANs.
- Maintains composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Performs troubleshooting on networking and connectivity issues to restore connections and network access.
- Monitor ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
- Install and perform minor repairs to hardware and software.
- Maintains inventory records of IT equipment and supplies.
- Perform system backups and restores as required.
- Participate in team meetings.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Communicate with customers to provide up-to-date information on incident response progress, and resolution timeframe estimates.
- Maintained positive working relationship with fellow staff and management.
- Document repair processes, and help streamline procedures for future technical support actions.
- Achieve cost savings by developing functional solutions to problems.
- Provide support and guidance to colleagues to maintain a collaborative work environment.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Prioritize and organize tasks to efficiently accomplish service goals.
- Identify needs of customers promptly and efficiently.
- Exceed customer satisfaction by finding creative solutions to problems.
Hotel Manager
Celebrity Cruise Lines
Fort Lauderdale
12.2011 - 05.2016
- Resolved conflicts between staff members or guests when necessary.
- Handled guest complaints and issues, ensuring swift resolutions to maintain satisfaction.
- Responded to and resolved guest issues or complaints.
- Oversaw recruiting, interviews and new employee hiring.
- Assisted guests at check-in, providing information on various services within hotel.
- Mentored new employees, demonstrating best methods for servicing clients and guests.
- Coached staff on strategies to enhance performance and improve customer relations.
- Analyzed sales data from different channels and identified opportunities for improvement in terms of pricing strategies or promotions.
- Coordinated weekly staff schedule to accommodate ongoing and seasonal needs of hotel.
- Scheduled space or equipment for special programs, meetings and conferences.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Maintained high standards of quality control, hygiene, health and safety.
- Ensured compliance with all local, state, and federal laws and regulations.
Education
Diploma in Hotel Management - Higher Diploma in Hotel Managerment
Nairobi Avaiation College
Kenya12-2007
Skills
- System troubleshooting
- Network configuration
- Hardware repair
- Software installation
- VPN setup
- Customer service
- Technical documentation
- Inventory management
- Cable management
- Office setup
- Team collaboration
- Information security
- Problem solving
Accomplishments
- manager of the year 2014-2016
- most recognized employee 2020
- excellent feedback award 2023
Interests
Languages
English
Native language
Swahili
Beginner
A1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
RemoteHybridOn-SiteQuote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
IT Technician
Avoid Networking
01.2016 - Current
Hotel Manager
Celebrity Cruise Lines
12.2011 - 05.2016
Diploma in Hotel Management - Higher Diploma in Hotel Managerment
Nairobi Avaiation College
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