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Michael Mindel

Michael Mindel

Information Analyst

Delaware North Companies

Orchard Park, NY

Information Analyst at Delaware North Companies


Delaware North

Manager, IT Service Solutions

Managed a team of up to 14 IT Engineers and Analysts across 3 disciplines of expertise (Systems, Network, and POS Application) to support a complex production environment.
Responsible for broad aspects of IT that include escalated support SLA's, completion of business and IT projects, and hardware/OS/application maintenance.
Maintained production stability and PCI compliance through the use of IT governance and change management.
Developed a production handoff process for implementation of new solutions for the company.
Oversaw the successful completion of of high priority business projects such as stadium renovations / infrastructure upgrades, unit takeovers, POS rollouts/upgrades, and mobile POS deployment.
Assigned and prioritized project tasks to direct reports as needed.
Completed annual IT budget recommendations for all field units.
Developed a key 3rd party relationship to assist with project technical execution.
Key Responsibilities include:
- Production support of network infrastructure throughout the enterprise, including routers, firewalls, manages switches and wireless access points.
- POS support, vendor management and maintenance of over 35 point of sale, property management and payment gateway applications across 100+ field units
- Managed the global headquarters network migration/move with minimal downtime.
- Infrastructure refresh and POS upgrade/replacement bugeting.
- Fostered a 3rd party vendor relationship own field project tasks and support turnover
- Managed self and team to goals and objectives for the Company & Department

Career medium 06

Delaware North Companies

Information Analyst III

Provided 3rd-Level support for all Hospitality POS solutions including Vivonet/Halo, Micros, Springer-Miller and Retail Pro.
Worked with POS vendors to identify, troubleshoot and resolve bugs/issues within the deployed software.
Facilitated projects to support operational objectives throughout the company, including mobile POS systems and offline functionality.
Developed and enforced standards in help/problem ticket management within the POS Hospitality group in order to meet company service level agreements.
Developed and maintained change management policies within the POS Hospitality team.
Led task force team to quickly resolve guest impacting issues during POS rollout.
Maintained PCI compliancy for all POS applications within the company.


Destination Hotels and Resorts

IT Manager - The Carolina Inn / Paul J. Rizzo Conference Center

Directed all aspects of Information Technology for both UNC owned hotels.
Achieved and maintained PCI compliance through the use of tools such as Qualys and Nessus Vulnerability Software on a monthly basis.
Maintained critical hotel software in a distributed environment.
Replaced and upgraded 90% of computers from Windows XP to Windows 7 in 4 months.
Inventoried all IT assets and developed hardware lifecycle plans for computers, printers, servers, and networking equipment.
Planned for and executed Wifi upgrade and expansion at The Carolina Inn.
Maintained and configured all admin network switches.
Ensured data integrity through the use of available backup systems.
Introduced virtual server environments to replace antiquated hardware.

Career medium 04
Career medium 05

MTM Luxury Lodging

Director of IT - Liberty Hotel

Directed all aspects of information technology within the 298 room hotel.
Responsibilities include the management of the employee facing network, computers and printers within a Microsoft Active Directory Environment.
Managed Cisco VOIP telephones, IP televisions, guest network and the converged network witch those technologies were delivered.
Implemented the IssueTrak ticketing system for all IT related requests.
Executed updates and upgrades to all major systems, including the property management system (PSMS Host), Infogenesis POS, Open Table reservations system, Nevotek Call Accounting system, and IP surveillance camera system.
Managed several capital expense projects including the development of a custom procurement application, upgrading the hotel's internet connection to separate and redundant circuits, researched and installed guest room A/V systems, and updated the IP surveillance camera system software along with installing new camera locations.


Delaware North Companies

Associate Information Analyst

Performed system administrative duties for all DNC sites using the PAR Springer Miller (PSMS) property management system.
Ensured data reliability in an enterprise environment through interface maintenance management.
Resolved 3rd Level support calls relating to PSMS, Delphi MPE and Caterease.
Facilitated system changes while adhering to corporate change management policy and coordinating with up to 9 properties simultaneously.
Closely worked with business analysts to ensure accounting data accuracy.
Installed a live instance of PAR Springer Miller Systems SMS|Enterprise and SMS|Host products along with Delphi MPE during a field unit opening. Installed and maintained multiple development and test Springer Miller systems.

Career medium 02
Career medium 05

Delaware North Companies

Help Desk Specialist I

Responsible for providing first-level technical phone support to over 3000 customers in a WAN/LAN environment, including computer hardware, software, network/password, PDA and multimedia support.
Managed and log all incoming problems and requests and actions taken to resolve them.
Assigned advanced technical issues to appropriate second-level personnel and communicated widespread technical issues to customer base.
Provided follow-up status to end-users in accordance of specified support policies and procedures and ensure closed problems are adequately documented. Performed desk side technical support at corporate the headquarters.
Performed installation, maintenance, diagnostics, repair and upgrades of PCs, peripherals, software and PDAs and provided technical assistance for hardware and software purchases.


Delaware North Companies

Network Operator

Accountable for operating and maintaining multi-systems in a multi-processing environment.
Monitored system performance and coordinated problem resolution.
Documented, reviewed and updated procedures and any system problems for all system backups and job processing functions. Closely worked with business analysts to ensure accounting data accuracy.
Diagnosed and documented hardware problems, and coordinated problem resolution with the appropriate source.
Maintained a working knowledge of the tape library system. Ensured data integrity and retention of tape media.
Operated computer system consoles, assuring proper monitoring of systems and applications, identified system events and communicated the job status to support personnel.

Career medium 03

ITT Technical Institute

Associates Degree, Information Technology

Graduated with honors