GENE HARRIET MAGUAD

· Operates all Broadcast head‐end distribution, TVRO Satellite Antennas, Interactive TV Systems, Digital Media and Digital Signage

· Maintains HD / SD Broadcast Systems and signal flow

· Liaisons with both guests and employees on all TV and Broadcast related requests

· Supports the Technology Manager by providing maintenance and ongoing support for all servers, computers, tablets, printers, networks and users onboard

· Assist the Technology Manager with all embarkation and debarkation processes related to IT, system connectivity and communication with all PMS and POS related software

· Proactively monitors the health of all network systems and applications daily to ensure maximum up time

· Assist the IT Manager in the day-to-day operations

· Ensures that all IT tickets are being timely worked on / escalated if needed to IT Manager and shoreside

· Strives to provide excellent and satisfying service meeting the needs of L&G guests and employees

· Manages the broadcast equipment, software and content onboard. Ensure that the equipment is maintained, and content is up to date. Maintains SAT TV reception, live broadcast and digital signage

· Strives to minimize inventory levels while ensuring sufficient stock levels to operate the department smoothly.

· Provides after-hours support for broadcast and IT related problems

· Performs regular technical checks, preventative maintenance on Broadcast and IT equipment and ensures that the Broadcast Center and Data Centers are clean and organized, while maintaining a safe work environment

· Conducts troubleshooting, installation, research, documentation, and cabling tasks

As an Assistant IT Manager onboard, my responsibilities encompass maintaining, troubleshooting, and resolving issues related to ship-specific software and hardware, including Wi-Fi, Door Systems, POS, SPMS, AMOS, and Server/Switch infrastructure. I assist the IT Manager in ensuring continuous satellite connectivity via StarLink, SeaTel, and Intellian antennas, keeping all equipment operational and performing optimally. I am responsible for upholding Cruise IT standards such as PC naming conventions, IP address management, and Active Directory best practices. Managing the ship’s IT infrastructure and assets, including HP/Aruba network switches and connected systems, is a key part of my role. I support the Service Desk by handling escalations and high-volume requests and collaborate with engineering teams to resolve technical issues. Providing technical support to guests when necessary and proactively identifying areas for improvement onboard are also part of my duties. I assist in setting up cruise terminals for passenger embarkation and support staff, ensuring all systems are ready. Routine maintenance of IT and Data Centre equipment is conducted, including scheduling preventative maintenance and repairs. I manage IT service tickets to ensure timely resolutions, coordinate backups of server systems, and work with the IT Manager to develop and update Standard Operating Procedures (SOPs). Acting as a primary contact for guests and crew, I address TV and broadcast inquiries promptly, and support the maintenance and troubleshooting of servers, computers, tablets, printers, and network devices. Daily monitoring of network health and application performance helps maximize system uptime and minimize disruptions across the ship.

• Provides Level 1 support for all onboard computer systems, including the installation and configuration of new PC hardware, upgrading existing systems, and supporting mobile devices. Handles onboard IT support by monitoring EHD tickets, responding to user requests, troubleshooting issues, and ensuring all tickets are accurately logged and resolved.
• Works in close collaboration with the IT Officer to maintain optimal performance of all onboard systems. Delivers end-to-end network solutions for cruise card printing and sorting, including routine maintenance and cleanup of cruise card printers and auto-correlators in preparation for printing tasks. Supports users by responding to technical inquiries, performing physical checks of racks and servers, conducting server rounds, verifying virtual machines (VMs), and carrying out health checks and maintenance on Apass PDAs. Responsible for the monthly inspection and upkeep of Front Desk printers, which includes replacing maintenance kits as needed, configuring printers, performing cleaning cycles, and verifying print quality and configuration. Also manages maintenance of associated PC workstations.

Configure, deploy, manage, and monitor both indoor and outdoor access points. Utilize TCP/IP networking skills to troubleshoot and resolve connectivity issues. Use tools such as Xshell, PuTTY, InSSIDer, and Angry IP Scanner to configure, diagnose, and maintain network infrastructure. Deliver end-to-end network solutions supporting products like Ruckus Wireless, FatPipe Networks, VMware, Thin Clients, Cisco, Juniper, and Matrix. Proficient in managing network devices including switches, routers, and firewalls. Collaborate with technical support teams to address and resolve technical issues. Responsible for managing client LAN/WAN networks, virtual environments, storage systems, backup processes, and security technologies.

Collaborated with software engineers and stakeholders to assess the feasibility of client requests, organizing gathered data and requirements into actionable development modules. Broke down modules into individual tasks, delegated them to developers, and ensured adherence to work schedules and timely completion. Conducted Quality Assurance testing on completed tasks, individual modules, and the integrated system as a whole.

• Assigned as Pricing Officer, responsible for System Setup of all areas involving pricing, such as Cabin Fares, Passenger Handling Charges and Fuel Surcharges of all vessels of Star Cruises.
• Provide first-line support to all Star Cruises Booking channels in investigating and troubleshooting problems encountered in the reservation system. Provides efficient Data Management of the Reservation System, including creation of Travel Agent's Commissions, Promotions, Cruise Itineraries, Packages, Rates, Activities and other miscellaneous matters. Assist IT in carrying out functionality tests and performing user Acceptance Tests on new functionalities/applications before it is uploaded to the LIVE System.

• Responsible for maintaining the flow of the computer system. Install computer peripherals for users. Troubleshooting and configuring settings. Assisting IT manager with day-to-day activities. Run diagnostic programs to resolve problems. Resolve technical problems with the Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.