Eric Chao

**** ******** **. #***

Playa del Rey, CA 90293

310-***-**** / ad1cq6@r.postjobfree.com

Profile:

Technology and business visionary with over a decade of experience in leading teams, IT, project management, and innovation. Proven ability to successfully implement crucial projects. Led innovative projects and teams to obtain a high ROI for major corporations.

Education:

University of California, Davis

Bachelor of Science

Six Sigma Green Belt

Related Work Experience:

Director of IT – West Coast at Edge Communications (July 2023 – present)

Oversaw IT for Viceroy hotels worldwide as well as Hawaii, San Francisco, and Los Angeles hotels in other portfolios.

Managed a team of IT professionals that supports infrastructure, servers, end users, and project management.

Liaised between the hotel operation and our managed service provider department to determine various technology that is suitable for each hotel.

Head of IT / Sr. Corporate IT Director at Viceroy Hotel Group (November 2014 – July 2023)

Oversaw all IT operations and projects for Viceroy hotels worldwide.

Developed and implemented comprehensive infrastructure strategies, plans, and roadmaps to support business objectives.

Built and managed an effective and efficient IT team across the world.

Technical Architect and Strategist for 15 luxury hotels and Corporate Offices in the US, Europe, Mexico, Middle East and Caribbean.

Oversaw the implementation of robust cybersecurity measures and protocols to protect the company’s infrastructure and assets.

Responsible for ground-up development and construction projects, including effective planning and communication of network, infrastructure, and overall hotel IT platform in the opening and transitioning of hotels in Dubai, Serbia, Portugal, US, Mexico, and Caribbean.

Nominated as the most innovative hotel company by Hotel Technology magazine.

First hotel brand in the world to develop wearables to increase efficiency for housekeeping and engineering.

Provided IT leadership and vision for all Viceroy hotels worldwide.

Ensured all hotels are PCI, CCPA, and GDPR compliant.

Implemented operational technology to protect the integrity and security of data that supports and enable the business operation for all properties.

Developed and managed budgets, forecasts, and resource allocation for infrastructure projects and initiatives.

Director of IT at The Resort at Pelican Hill/The Irvine Company (July 2012 – October 2014)

The only 5 Stars and 5 Diamonds hotel in Orange County, situated on 504 acres of land including 2 golf courses.

Voted as the #1 Golf Resort in the U.S. by Conde Nast with a 40% annual growth in 2012-13.

Designed, developed, and identified strategies to improve business and guest experience.

Transformed IT department from a helpdesk group mentality to a customer-focus team that continuously provide high quality service with an operating cost reduction of 25% within 6 months.

Developed a multi-year technology road map aimed to drive hotel technology into a game changing experience for our guests.

Implemented new technologies such as Automated Key System, Business Intelligence, Cloud based solutions, Wireless/Mobility, and Loyalty Program to drive revenue and enhance employee and guest experience.

Successfully implemented critical projects that drove ROI as well as enhancing guest experience.

Created all IT SOPs, PCI procedures, and guidelines for the company.

Increased hotel revenue by over $1.000,000/yr by implementing Navis, Telemanager, BI tools, and various interfaces.

Built a new IT department after separation from corporate IT with an annual budget of $1,000,000.

Implemented all capital projects under budget and managed operating IT budget.

Ensured our resort is 100% PCI compliant.

Implemented online reservation for Spa and Golf to increase revenue.

Directed IT support team for all daily duties and recommended solutions on all levels.

IT Director / Manager at Starwood Hotels and Resorts (August 2008 – June 2012)

SLS Hotel

Actively participate in Six Sigma projects in order to increase hotel revenue and efficiency (over $50,000/yr in savings and reduction of payroll).

Starwood Preferred Guest (SPG) Points Redemption, SPG enrollment, Make a Green Choice program, Adaco, Minibar costs Reconciliation, Employee scheduling, wireless phones plan, direct talk phones, etc.

In charge of all Six Sigma and sustainability projects in the hotel.

Implemented a brand new retail center within the hotel with all new infrastructure and point of sales system.

Oversaw Starwood hotels in Los Angeles area.

Designed the IT infrastructure for the opening of the new W Hollywood Hotel.

Ensured our hotel is PCI compliant (PCI Level 2 Standard).

Implemented a mobile app that functions as a mobile concierge to increase IRD revenue, guest satisfaction score, and reduce number of calls to call center.

Implemented loyalty card program for ownership.

Maintained the largest Micros 3700 system in North America with over 60 network devices; revenue for restaurant Bazaar by Jose Andres is approximately $2,000,000/month.

Transitioned to Prescriptive Music service provider which provides music for hotel, pool, and restaurants.

Introduced new technology to hotel.

iPhone/mobile app, touch screen VOIP phone, Alcatel Lucent LRE using existing Cat3 to achieve up to 90mb data rate, package tracking software, DAS (Distributed Antenna System) to bring in AT&T signal, digital video greeting cards, etc.

Negotiated new contract and brought in new equipment for business center at a lower cost.

Key contact for all IT related projects.

Strategized all IT decisions and budgeting onsite ($100,000-$350,000/yr).

Served as interim IT Manager for Westin Mission Hills, Westin LAX, and St. Regis Aspen.

W Los Angeles

Won Hotel of the Year amongst all W Hotels in the world in 2009.

Won department of the month in September 2009.

Key member in the opening of SLS Hotel Beverly Hills.

Re-negotiated contracts and worked with vendors to increase cost saving.

Xerox ($15,000/yr saving), Pitney Bowes ($1968/yr saving), Sprint ($5000/yr saving), Telecheck, Tonerland, and GBC Blue.

Developed SOP for various IT projects (new hires/terminations, systems access, help desk).

Negotiated contract and replaced Music Styling server to provide music for the entire hotel.

Negotiated contract and installed all new Xerox multi functional printer/scanner/copier for the hotel.

Implemented Foundstone software to scan for all credit card information on our servers.

Accountable for hotel PCI compliance per Starwood requirement (PCI level 2 standard).

IT Manager at Neptune Recruiting (July 2006 – August 2008)

Supervised 1st level technicians.

Restructured Active Directory and created new GPOs for American Apparel, a $250 million company in preparation for going IPO.

Advised on the company’s network security.

Implemented a Help Desk software from the ground up to help track service calls.

Implemented a monitoring software that keeps track of systems uptime.

Systems Engineer at University of California Los Angeles (March 02 – July 06)

Responsible for administering Windows servers including MS Exchange, Terminal servers, DHCP, DNS, SQL, domain controllers, file and print servers in a SAN environment.

Managed two computer training labs to ensure 24/7 up time.

Supervised student workers.

Upgraded printer servers without down time.

Maintained over 200 workstations for Corporate Finance Services.

Deployed and maintained a terminal server and a Blackberry server for remote clients.

Administered daily backup with LiveVault for over 30 servers that contains UCLA’s financial records.

Managed network security with Active Directory, Patchlink, Command Antivirus, and Secure IIS firewall.

Migrated over 200 workstations from Windows 2000 to Windows XP.

IT Manager at Investors Management Trust Real Estate Group (April 2001 – April 2002)

Responsible for all IT areas for a REIT that has a portfolio of over $500,000,000 in assets.

In charge of migrating newly acquired companies to our network with minimal down time, including imaging and shipping of new computers, working with ISP to setup VLAN, setting up database, and training new employees.

Supervised and trained technicians for the corporate office.

Supported over 300 users and maintained a network consists of Win2000 server, NT server, Exchange 5.5 server, Terminal server, Citrix, DHCP, WINS, DNS server, and domain controllers.

Administered daily backup with Veritas Backup Exec.

Maintained 2 Citrix Metaframe 1.8 servers for remote users.

In charge of all technical decisions and purchasing for Arizona, Texas, and Florida sites.

Created images for new computers to meet users’ needs as well as fulfill security requirements.

Systems / Web Administrator at University of California Los Angeles (April 1999 – April 2001)

Supported 30 users in a TCP/IP system architecture with Win98 & NT 4.0.

Monitored and optimized the components of the network architecture.

In charge of deciding computer upgrades and purchases.

Maintained web server (IIS) for UCLA School of Public Health / PISCS dept.

Conducted computer training classes for faculty member, researchers, and students.

Recent Interviews:

http://www.elevenwireless.com/clients-sls.html

http://searchcio.techtarget.com/news/224*******/Hotel-app-pockets-revenue-by-putting-concierge-service-in-your-pocket

https://www.youtube.com/watch?v=H2eQ78NGQII

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