Director of IT

Rio San Antonio Cruises

Also: Yanaguana Cruises / Creative Images onSite

Director of IT & Reservations / Director of IT / Management CIS / Systems Administrator / IT / Reservations

May 1997 – November 2017

I’ve worked in the same industry in a multitude of capacities for most of my career as it flourished around me.  I was able to take advantage of various opportunities. I’ve consolidated them here for clarity.

Throughout my time in this ever-changing tourism industry, I’ve had the honor of representing the company many times, through outreach programs to restaurants, for education purposes, by training others while manning the front lines, and through social events where decorum was required.

Director of IT & Reservations 2002-2017

This is a technical position with direct reporting responsibilities to the CEO.  My duties included network and computer-related repairs and upkeep as well as troubleshooting and maintenance of the various systems utilized in daily operations.  These systems include a broad array of software and hardware implements that require the expertise inherent in the position.  This position is serving a direct supervisory role in the Reservations Department as well as helping to train, develop and relieve the Reservations Specialist role in such duties as necessary.  Direct involvement in monthly/yearly reporting, procedural/policy development, and quality control are long-term fixtures of this position.

As a Director of Information Technology and Reservations, I developed procedural methods for storing and retrieving records involving incidents, donations, standard forms, and other paperwork deemed necessary. 

I was jointly responsible, with an assistant if available, for troubleshooting and investigating technical issues, trouble tickets, or phone calls issued from any Rio San Antonio Cruises employees, including office and river operations staff.

Duties

Technical:

Responsible for installation, adjustment, data connectivity, and preventive maintenance on all computer equipment, printers, and phone systems that are employed by Rio San Antonio Cruises staff. 

Responsible for making sure that the software on all computers is up to date and working properly.  This may include for example defragmentation of drives, cleaning out temp files, updating software, and removing unnecessary software.

Responsible for security as it relates to computer passwords, locksmiths, video surveillance systems hardware, alarm systems at our locations, and the keypads and passwords related to those duties.

Assists all departments in ensuring audit systems in place through the ticketing and reservations systems are working properly and give accurate results culminating in the direct assistance of internal and third-party auditing entities.

Called upon to troubleshoot computer problems for all Rio San Antonio Cruises staff and may be asked to help simplify technical tasks for our employees.  It is the purpose of the technical staff to make sure that the company has all the tools necessary to do business in an efficient and productive manner.

Responsible for response to credit card dispute queries and resolution through dialogue with customers, merchant services, financial institutions, and administration of the security related to our credit systems.

Responsible for outreach programs that support our marketing strategy and include media distribution, formatting and storage as well as implementing a presence on rapidly expanding social media systems such as our website, Facebook, Twitter, YouTube, etc.

Responsible for training employees and backup positions for which a mastery equivalent to the need has been achieved.  Although this way not my primary function it often became necessary to ensure our primary goal of making sure all departments have the resources they need to succeed and the knowledge they require to function at peak efficiency.

Reservations:

Responsible for training and development of the Reservations Specialist, scheduling and annual performance reviews ensuring the staff is highly trained to a degree consistent with the level of professionalism expected by the company.  Temporarily, this position supports the training of Reservations Agents and maintains time records.

Responsible for ensuring availability of private events is offered in accordance with policies set forth by our contract and CEO jointly with the Director of Operations currently in a direct manner with the goal of reducing this to a spot review.

Responsible for quality control of the Reservations department by conducting bi-weekly meetings with reservations staff, monthly customer audits for online credit accounts, monthly reservations quality audits, and performing an end-of-month ticketing audit for the Reservations Department.

Jointly responsible with the Reservations Specialist for the investigation of Charter related complaints, such as incidents, break downs, tardiness, and customer relation issues. The investigations of these issues will be conducted in coordination with the Director of Operations.

Charged with assisting the Human Resources Department in editing, updating, maintaining and researching all company documents and forms cooperatively with the CEO, including but not limited to training manuals for all departments, company handbook on policies and procedures, and job descriptions, etc.

Assumes responsibility for payroll processing and invoice payment in the absence of the Director of Finance.

Responsible for the monthly tracking and reporting to the CEO of complimentary usage of boats and tickets for Rio San Antonio Cruises.

Responsible for the monthly tracking and reporting of complimentary usage of boats and tickets for the City of San Antonio.

KNOWLEDGE AND SKILLS:

A+ Certified
Professional level of oral and written communication
Comprehensive Knowledge of Microsoft Office Suite Including:

Access Database Building (Inventory and Reservations Tracking)
File format, conversion and interoperability techniques
Mastery of Software & Interoperability with Accounting Software
Windows Server 2012, Windows Server 2003, Windows 10 and all Legacy Windows

QuickBooks Professional

Safe Software and Data Archiving

PoVenue Max – Essential to Rio San Antonio Cruises Ticketing and Reservations Strategy

TimeClock – Setup, implementation, and export techniques to QuickBooks

Graphic Software Expertise for Media Creation and Reproduction

Adobe Photoshop & Lightroom

Adobe Illustrator

Video conversion, formatting, and storage

Comprehensive Knowledge of Expanding Social Networking Outreach Programs