Hi, I’m
Hérold Gustave
IT MANAGER
Port-au-Prince
Summary
IT Manager and technology leader with 19+ years of progressive experience in IT infrastructure, systems administration, network operations, cybersecurity, VoIP, contact center technology, IT operations, and technology consulting. Proven success leading infrastructure modernization, multi-site deployments, systems migrations, technology lifecycle planning, and complex IT projects across telecommunications, hospitality, financial services, government, and NGO environments. Experienced managing Windows Server, Active Directory, VMware, Cisco, Fortinet, Linux, Avaya, Asterisk, network security, unified communications, IT governance, vendors, procurement, and technology lifecycle management. Managed teams of up to 10 employees, IT environments supporting 150+ users, multi-branch infrastructure spanning 49 locations, and contact center platforms supporting 1,000+ agents and supervisors. Strong combination of hands-on technical expertise, operational leadership, project management, vendor management, and business-focused technology solutions.
Overview
3
Languages
1
Certification
20
years of professional experience
Work History
FonkozePort-au-Prince
NETWORK INFRASTRUCTURE CONSULTANT
10.2023 - 12.2025
Job overview
- Collaborated with teams in disaster planning, network backup and recovery process monitoring.
- Oversaw development and maintenance of computer systems, server upgrades and operating systems.
- Analyzed and maintained system and application performance.
- Installed, supported and maintained company hardware and software infrastructure according to best practices.
- Provided security incident triage and response.
- Implemented WAN and LAN designs in multi-datacenter configurations.
- Administered and prepared programs for IP addresses, developed network resources and trained support personnel to provide Tier I support to end users.
- Diagnosed network problems involving combination of hardware, software, power and communications issues.
- Maintained company servers, computers, printers, cables and other equipment.
- Supported IT operations for corporate headquarters and nationwide locations.
- Defined strategic objectives to identify requirements and outcomes.
- Collaborated with IT department to develop infrastructure build-out strategy and outline project scope.
OFNACPort-au-Prince
IT ADVISOR & CONSULTANT
10.2023 - 03.2024
Job overview
- Coordinated secure system access of users to various department systems and platforms.
- Improved systems with addition of new features and infrastructure.
- Troubleshot systems comprised of security alarms and Internet connectivity.
- Analyzed network security and current infrastructure, assessing areas in need of improvement.
- Authored best practices documentation for use in new personnel onboarding processes.
- Implemented and maintained technology and software budget.
- Managed life cycle replacement of hardware and software.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Wrote strategic business plans outlining need for departmental information technology resources.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Marriott Hotels InternationalPort-au-Prince
IT MANAGER
06.2019 - 08.2023
Job overview
- Managed IT operations for a 176-room hotel, supporting approximately 150 users and 120 employees.
- Supervised a two-person IT team and managed an environment including 7 physical servers, 15 virtual servers, 200 IP phones, 190 TVs, 30 HP switches, and 200 wireless access points.
- Led VMware and Windows Server modernization projects, including VMware 5.0 to 6.5 and Windows Server 2012 migrations to 2016, 2019, and 2022.
- Managed IT assets, vendors, support contracts, purchasing, invoices, warranties, and technology lifecycle activities.
- Developed and managed a 10-year IT technology lifecycle and budget plan, reviewing and updating replacement requirements annually based on projected end-of-life.
- Reported IT operations, infrastructure requirements, risks, and budget needs to the General Manager and CALA Regional IT Manager.
CONNEXUSPort-au-Prince
FOUNDER & DIRECTOR
12.2017 - 04.2019
Job overview
- Founded and directed an IT services company providing infrastructure, cybersecurity, VoIP, contact center, Microsoft, server, networking, cabling, and engineering services.
- Built and managed a 10-person team across cabling, programming/networking, and customer service functions.
- Managed 50+ IT projects, approximately 20 customers, and 200+ closed deals across government, financial services, telecommunications, NGOs, and enterprise organizations.
- Led a $500K project for an NGO supporting a Haitian credit union, coordinating technology implementation and customer requirements.
- Delivered a government contact center supporting 300+ positions, including FortiGate firewalls, Fortinet switches, servers, virtualization, Ubuntu, open-source IP PBX, and IVR.
- Designed cost-effective open-source solutions to meet strict customer budget requirements while maintaining required functionality and operational performance.
DigicelPort-au-Prince
SALES & PRESALES ENGINEER
04.2015 - 11.2017
Job overview
- Designed and sold technology solutions for government, NGOs, banks, credit unions, hotels, universities, and enterprise customers.
- Delivered 70+ IP PBX projects, two major contact center projects, 50 structured cabling projects, and 10 wireless deployments.
- Supported approximately five hospitality technology projects involving IP PBX, Wi-Fi, audiovisual, room entertainment, point-of-sale, and IT infrastructure.
- Supported deployment of approximately 200 servers and network security devices and maintained 30+ customer support relationships.
- Created technical proposals, architecture diagrams, BOMs, implementation plans, pricing, and customer quotations; participated in presentations, demonstrations, negotiations, acceptance testing, and post-sale implementation.
- Coordinated with vendors including Cisco, Avaya, HPE, Microsoft, Fortinet, Alcatel, Grandstream, Ubiquiti, MikroTik, Juniper, Verint, and e-Metrotel.
COMCELPort-au-Prince
VOICE OVER IP SPECIALIST
09.2005 - 03.2015
Job overview
- Managed and supported enterprise VoIP and contact center infrastructure serving 500 Avaya IP phones and 1,000+ agents and supervisors.
- Worked as one of two engineers responsible for the VoIP environment, handling maintenance, troubleshooting, implementation, reporting, and third-party vendor escalation.
- Led deployment of the Avaya Aura and workforce management platform, replacing the existing Alcatel contact center environment.
- Delivered a major modernization involving 12+ servers, 7+ Avaya CS1K modules, 500 IP phones, and 1,000+ agents/supervisors.
- Supported 15 E1 circuits for the contact center and 7 E1 circuits for Avaya Outreach Manager and Proactive Contact.
- Maintained annual performance targets of approximately 99.90% issue resolution and 99.99% PBX availability and provided Avaya training/support to Digicel markets including Jamaica, Guyana, and Suriname.
Education
INUQUA
Degree from Computer Science / Software Engineering
Skills
- IT security protocols
- IT Governance Management
- IT Policies & Procedures Builder
- IT Budgeting
- Asset Management
- Lifecycle Management
- Vendor Management
- IT Procurement management
- IT Audits
- Project Management
- Information security policies
- System deployment
- Disaster recovery planning
- Incident management
- Enterprise architecture
- Network architecture design
- IT service management
- Virtualization technologies
- Server hardware configuration
- Backup and recovery solutions
- Cloud infrastructure management
- Application integration
Certification
- Fortinet Certified Associate in Cybersecurity
- Avaya CS1K
- Nortel
- Cisco
- HPE
- Fortinet
- Microsoft
- Global Knowledge
- Alcatel OmniPCX
- Asterisk — Technical & Professional Training
Languages
English
French
Haitian Creole
Timeline
NETWORK INFRASTRUCTURE CONSULTANT
Fonkoze
10.2023 - 12.2025
IT ADVISOR & CONSULTANT
OFNAC
10.2023 - 03.2024
IT MANAGER
Marriott Hotels International
06.2019 - 08.2023
FOUNDER & DIRECTOR
CONNEXUS
12.2017 - 04.2019
SALES & PRESALES ENGINEER
Digicel
04.2015 - 11.2017
VOICE OVER IP SPECIALIST
COMCEL
09.2005 - 03.2015
INUQUA
Degree from Computer Science / Software Engineering