Waheeb Kallimullah

Network and Infrastructure Management System Administration Data Security and Compliance Guest-Facing Technology Support Support and Troubleshooting Vendor and Software Management IT Budgeting and Planning Training and Policy Development Project Management

• Maintain reliable wired and wireless networks throughout the hotel.
• Manage server infrastructure, routers, firewalls, and VPNs.
• Ensure high availability of internet services for guests and staff.
• Oversee the hotel's Property Management System (PMS), Point-of-Sale (POS) systems, and booking engines.
• Maintain email systems, telecommunication systems (VoIP), and CCTV systems.
• Handle user accounts, permissions, and security across systems.
• Implement and enforce data protection policies in compliance with local laws (e.g., GDPR, PCI DSS).
• Perform regular backups and develop disaster recovery plans.
• Monitor systems for breaches and respond to cybersecurity incidents.
• Ensure smooth operation of guest Wi-Fi, smart room features, entertainment systems, and mobile apps.
• Troubleshoot guest tech-related issues, especially during conferences or events.
• Provide technical support to all hotel departments (front desk, housekeeping, sales, etc.).
• Maintain a helpdesk or ticketing system for timely resolution of IT issues.
• Evaluate, procure, and maintain relationships with technology vendors.
• Oversee licensing and software updates for hotel systems.
• Plan and manage the IT department's budget.
• Identify and implement cost-effective technologies that improve operations or enhance the guest experience.
• Train staff on proper use of hotel systems and IT security practices.
• Develop and enforce IT policies and procedures.
• Lead technology upgrades, system migrations, and new system implementations.
• Collaborate with other departments to align IT initiatives with hotel operations.

• Provide clients with first-rate technical assistance.
• Communicate technological solutions clearly and succinctly.
• Install and set up IT applications and computer hardware.
• Respond promptly to client questions and concerns.
• Escalate unresolved issues to additional support personnel.
• Take ownership of issues and ensure satisfactory resolution.
• Develop and maintain trouble logs and incident tickets.
• Continuously monitor performance against service level agreements.
• Analyze phone records to identify patterns and underlying problems.
• Generate high-quality reports and documentation.
• Evaluate and assess new technologies.
• Create accounts and profiles for new users and resolve password issues.
• Managed IT inventory and purchasing processes.
• Maintained network infrastructure.
• Implemented security protocols for data protection.