IT Leader with Hospitality Expertise

Tracey Pyfrom

Cell: 647-***-****

Email: *******@*****.***

Professional Experience

System Administrator Sheraton Toronto Airport & Conference Centre (Jun 2023 – present)

Direct all aspects of IT infrastructure and operations for a full-service hospitality property, ensuring uninterrupted 24 7 performance across enterprise systems including Microsoft Active Directory, Microsoft 365, cybersecurity governance, and CCTV platforms. Champion full compliance with Marriott International brand and security standards while aligning property technology initiatives with corporate objectives. Provide strategic oversight of mission-critical hospitality systems including Galaxy Lightspeed, Oracle Micros Simphony, and Visionline, as well as Windows Server environments and FreedomPay payment platforms. Ensure operational resilience through proactive lifecycle management, risk mitigation strategies, and disciplined budget and project governance. Lead network operations supporting both guest-facing and back-of-house wired and wireless infrastructure, maintaining high-availability standards and delivering a 99.5% sustained system uptime. Act as the senior IT liaison for ownership, corporate stakeholders, and third-party vendors, driving technology modernization initiatives that enhanced guest experience, operational efficiency, and asset lifecycle management. Cultivate a high-performing IT support function through structured mentorship, performance accountability, and service excellence standards, while delivering responsive onsite and remote support through a streamlined ticketing framework.

System Administrator Easton Hotel Group (Dec 2021 – Jun 2023)

Oversaw IT infrastructure for hospitality business services, maintaining 24/7 operations including Microsoft Active Directory and Office 365. Supported major hotel brands (Marriott, Hilton, IHG) and third-party software (Fosse, Lightspeed, Opera, Micros Simphony) through first and second-tier support. Delivered onsite and remote assistance via a ticketing system. Led service improvements in IT architecture, customer satisfaction, and inventory management, coaching my team to achieve 99.5% uptime.

Jr. System Administrator Liteline Corporation (Mar 2020 – November 2021)

I was responsible for the maintenance of Active Directory and Office 365 servers to always ensure uninterrupted IT operations. My duties include administering diagnostic services and conducting regular checks on essential Microsoft NAV and SQL databases that support warehouse and sales functions. Additionally, I provide first tier support for IT-related issues, managing requests through a ticketing system, assisting remote users with technical concerns, and contributing to service improvement initiatives focused on disaster recovery and inventory management.

Electronic Deployment Technician Freeport Ship Services (Jan 2018 – Jan 2020)

Supervised and inspected the installation, modification, testing, and operation of all electronic systems and equipment related to Carnival Cruise Line Ocean Medallion hardware for Location Services. Ensured data integrity through quality assurance testing, while continuously enhancing and streamlining disciplined reporting capabilities to enable proactive problem management, resulting in a 20% reduction in customer impact. Provided technical support for products and designed, implemented, and executed automated IT reporting solutions for executive leadership. Responsible for producing and delivering ad hoc analytical reports for internal IT and business support teams by leveraging advanced Excel skills, including automation with macros and embedded spreadsheets, which reduced weekly and monthly reporting times and saved teams a total of 16 hours of work.

IT Operations Manager Memories Grand Bahama Resort & Casino/Sun wing (Dec 2013 – Feb 2017)

Oversaw IT infrastructure management for a hospitality property, ensuring seamless 24 7 operations across Microsoft Active Directory, Office 365, security risk management, and CCTV systems. Delivered reliable network and system performance through proactive updates, full-tier support, and strict adherence to IT budgets and project timelines. Provided onsite and remote technical support to corporate and hotel users using a ticketing system for efficient incident tracking and resolution. Supported NORTEL telephony systems and managed RUCKUS wireless guest networks. Served as the lead IT representative for all hotel technology projects, driving service improvement initiatives to optimize IT architecture, enhance guest satisfaction, and streamline inventory management. Coached and mentored team members, contributing to a sustained 97.5% system uptime.

System Administrator Grand Bahama Power/Emera Caribbean (Apr 2008 – Jul 2011)

Maintained AS/400 (IBM i) databases and system interfaces supporting Power and Water billing services, ensuring uninterrupted 24 7 IT operations. Administered diagnostic services and performed health checks on critical RPG, C++, and SQL databases. Provided first-tier IT support and led service improvement initiatives focused on disaster recovery, redundant IT architecture, and inventory management. Coached and mentored team members, contributing to achieving 90% system uptime within the environment.

IT Manager Casino at Emerald Bay (Apr 2006 – Apr 2007)

Oversaw IT infrastructure for casino business services, ensuring 24 7 operational availability while leading finance, payroll, and HR systems, strengthening disaster recovery and remote access redundancy, and coaching teams to achieve 97.5% uptime.

IT Manager Isle of Capri Lucaya (Nov 2003 – Jan 2006)

Managed IT infrastructure for casino business services, ensuring continuous 24 7 operations. Directed teams in the implementation of disaster recovery and system redundancy protocols while maintaining full compliance with SOX regulations. Administered AS/400 (IBM i) databases and gaming service interfaces, supporting BALLY and Casino Management systems across count rooms, slot operations, and table games. Provided end-to-end support for sports betting software, hardware, and digital display systems. Through effective team leadership and coaching, achieved a sustained 98% system uptime within the operational environment.

System Administrator Princess Casino Ltd (Dec 1989 – Oct 2003)

Responsible for maintaining AS/400 (IBM i) databases and system interfaces supporting gaming services, ensuring stable and reliable IT operations. Upgraded, supported, and administered casino systems including IGT, BALLY, and Casino Management software across count rooms, slot machines, and table games. Provided support for sportsbook equipment and digital display boards. Managed diagnostic services and performed health checks for RPG, C++, and SQL databases. Delivered full-tier IT support and led service improvement initiatives focused on disaster recovery, redundant IT architecture, and inventory management. Through effective team collaboration and leadership, achieved a sustained 95% system uptime.

Skills

Experience in installing, implementing, and administrating different databases (MySQL, SQL)

Experience with Cloud, VM software, Crystal Reporting, Windows servers

Experience in installing, implementing, and administrating networks CISCO & RUCKUS (LAN/WLAN)

Experience with firewalls – Watchguard, Fortinet & Sonicwall

Experience with Tier 1, 2 & 3 IT Support systems

Experience with administrating & supporting Nortel, Avaya, FourteenIP Phone System

Strong background in troubleshooting hardware (AS400), mainframes, software, networks (LAN or WLAN), etc.

Strong background in managing hospitality, resort, casino Lock (Visionline, Safe lock), PMS (FOSSE, Lightspeed, Opera) & POS (MICROS -ie:9700, Simphony) systems

Strong background in managing power & utility billing systems.

Active Directory management, End User Training, Help Desk, Disaster Recovery & risk management

Demonstrated ability for budget, User acceptance testing and time management.

Support Remote Users using ticketing systems such as HEAT, Connectwise, Automate, n-Central

Process Improvement by persistent team audits

Leadership through effective listening and coaching

Concise yet effective communication with peers and senior management

Collaboration by engaging with teams both internal and external and 3rd Party vendors such as Uniguest, Sonifi, Assa Abloy, Worldvue Cinema

Education

Bachelor’s degree of Computer science/Mathematics, Averett University

SCO UNIX Certified LINUX Certified

Executive Summary

10+ years of experience in System Administration, delivering and maintaining companies’ computer systems by persistent collaboration across multiple lines of business and IT Service teams. Willing to relocate

Consistently using analytical thinking to build and run automated reporting capabilities to improve efficiency of businesses with IT Service delivery teams, reducing weekly reporting times by 30% after streamlining and aligning customer impact data collection with business support teams.

Strong relationship management skills, building trust and integration with customer operations teams to define and align customer impact data and service ownership. Lead a project of cleaning up 40% of customer impact data across 4 business channels.

Certified in SCO UNIX LINUX MySQL

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