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Desktop Support Front Office

Fredericton, New Brunswick, Canada
August 24, 2019

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Wilfredo Rodrigo


Fredericton, NB


A dedicated Information Technology Specialist with 10 years experience in hotel systems infrastructure environment. Highly proficient in systems analysis diagnostics and troubleshooting and conflict resolution. Exhibits excellent organizational and problem-solving skills. Works well in team environments and displays strong work ethic.


● Micros 9700 Point of Sales System

● MaRc E Table Management System

● Opera Hotel Property Management System 5.02/5.04

● PC hardware, SATA hard drives

● MS Outlook 2003/2010 and Email lite & Office365

● Materials Control 11.08/ Birchstreet

● Symantec Ghost Solution Suite 2.0

● Guestware 4.0/ Knowcross v1.27.01

● Guest Experience (GxP) Salesforce

● Symantec backup 2012/Symantec Antivirus

● Adobe CS4 Professional (Photoshop, Dreamweaver & Flash)

● Autodesk Maya 2008

Willing to relocate to: Moncton Area, NB - Saint John, NB - Fredericton, NB Work Experience


The Singapore Marriott Tang Plaza Hotel - Singapore June 2010 to July 2019

Ensures smooth operations, maintenance and integration of all operation of property based technological systems in alignment with business needs; its scope includes, but not limited to, the local area network, associated peripherals, cabling, operating and application software, telecom systems, WAN and ISP connections, point of sales systems and to an extent, In-room systems.

• In Q2/Q3 2014, has deployed 20 network printers, 10 photocopiers, 11 LED Computer Monitors and 20 desktops to various departments; has conducted user training on the use of IT SysAid.

• With the use of IT SysAid/Salesforce issue-tracking applications, has kept all internal customers informed of the progress during issue lifecycle which resulted to a resolution of at least 90% of urgent tickets/cases within a day or two.

• Mentored a new IT team member in 2015 - 2016 on providing support and solutions to guest internet/ network queries including client events hosted in the property which resulted to 10% higher guest satisfaction (i.e. Internet reliability per month in GuestVoice).

• In 2017 with Management decision to temporarily not to hire a full-time IT Specialist focused on NET60 initiative, had ensured At-Your-Service and Front Office staff were well trained on tackling guest internet inquiries and issues; The Internet speed and performance for the 2017 YTD score was 57.8% -- 0.9% higher than 2016.

• Using vendor Admin monitoring tool, has maintained to 10% of guest internet issues elevated to vendor support by ensuring At-Your-Service are well trained to handle Tier-1 guest internet queries and problems.

• Has completed Diploma in IT (part-time), Network and Microsoft training certifications, and lodged at least 20 hours of company training per year with the aim of making myself updated and knowledgeable on company products and services which resulted to better customer support and service solutions.

• Since 2011 has been involved in the process documentation and answering of queries during regular internal and external audits.

• Assisted in the conduct and documentation of annual IT Business Continuity Plan for Operations (e.g. Front Office, F&B and Housekeeping)

• Performed quarterly inventory of company supplied software, hardware and other equipment.

• Worked closely with network, telephone/PABX/voicemail, media, banking-related vendors with regards to new installations, troubleshooting or repair when necessary.

• Worked closely with applications Tier Support on installation requirements and cutover to new servers (e.g. Assabloy/Key card application for Rooms, Timesoft & AMANO Fingerprint System for HR, Guestware for Rooms and Housekeeping).

• Has made sure accurate customer and technology information are collected to determine technical support level and quick first-level resolution; elevated issues to appropriate higher Tier support as necessary.

• In Q4 2016 through Q1 2017 has helped in the pre-work tasks and roll out the Marriott-certified SamWeb Tool to replace the paper-based Application access request forms.

• For almost 2 months while System Manager was on medical leave, has assumed 3 critical tasks: PwC iT Audit, Proof of Concept Mobile Key/BLE Testing & Roll Out and the Proof of Concept Alipay Post Post Pay.

• Served as Tier 1 technical support in the successful applications cutovers and/ or new deployments: Guestware to Knowcross and SalesForce/GxP for Rooms operations (2017-2018) and Materials Control to Birchstreet (2016)

• Has single-handedly assisted Purchasing office for a quick restart after a midnight water leakage causing office shutdown; within 2 hours, was able to relocate and setup LAN, telephone and network computers and printers to a safe and secured location which reduced operational downtime greatly.

• In Dec 2017 has successfully completed the initialization of all 79 new computers in order for the company to avail of the government incentives.

• Assisted more than 100 users on their mail migration from eMail Lite Outlook to Office365 (e.g. explaining how to use Office365 for eMail lite users, configuration/setup of O365 Kiosks and O365 Desktop Outlook).

• Using Daily Checklist Tool and MAARK1 Monitoring System, has completely processed servers and applications including daily Backup tapes performance check and worked with System Manager on the next steps when necessary.

• For the past 5 years, has maintained a quarterly average of 94% MAARK1 compliance (e.g. BigFix, Anti-Virus, Encryption, Patches, Websense, Service Pack and Reboot) for 151 listed devices.

• For the past 8 years, has achieved Strong Performer rating (i.e. Employee consistently performs each of the key actions in the performance area and demonstrates role model behavior in one or more of the key actions).

• Has received company recognition for a good performance on several occasions (2012 and 2014). SYSTEMS ADMINISTRATOR

The Singapore Marriott Tang Plaza Hotel - Singapore March 2009 to June 2010

• Provided first-level technical support to end-users on proprietary software and applications including installation for basic usage; maintained appropriate service level to warranty.

• Performed troubleshooting techniques over the phone or via Remote access tool (e.g. Marriott WebEx, TeamViewer) to identify and resolve application issues.

• Provide inputs to Tier 2 application supports when patterns are established to re-occurring issues in order to reach a case resolution.

• Has created a guide for Night Duty Manager who does the Night Audit tasks to turn the applications to a new day (e.g. Micros reports creations, FCS Voice Mail).

• Has lodged at least 20 hours of company training per year with the aim of making myself updated and knowledgeable on company products and services which resulted to better customer support and service solutions.

• During this stint, has achieved Strong Performer rating (i.e. Employee consistently performs each of the key actions in the performance area and demonstrates role model behavior in one or more of the key actions).


The Singapore Marriott Hotel - Singapore

June 2007 to March 2009

Manages daily operation of the business centre and assists guests with secretarial/ administrative services needs which includes but not limited to internet wireless/ in-room broadband connection, courier/ postage, copying/ reproduction, local and international calls, and facsimile services.

• Ensured all key business centre machines such as desktops, laptop, phone, photocopier and comb binding machines are in proper order and ready for guest usage; would liaise with the hotel IT to assist in troubleshooting or repair when necessary.

• Provided assistance to guests on their desktop requirements such as document writing, editing and printing.

• Helped troubleshoot guest's wireless and in-room LAN connectivity issues.

• Ensured 100% of guest's requirement on courier and postage requirements are met satisfactorily; this required close liaison with DHL and FedEx and other local couriers to make sure guest are satisfied with the rates and services provided; tracked daily the delivery/shipping of the shipper's goods and closed the ticket once the shipper has been notified on its status and has received confirmation on receipt of the same.

• Assisted guests on their facsimile, photocopying and comb-binding requirements and ensured these are done to their satisfaction.

• Arranged with local vendors on the guest's urgent requirements for a temporary mobile phone, SIM card, and/ or computer when necessary; ensured they are assisted on making it to work to their satisfaction while making sure to earn the local vendors trust by paying for and returning these items in good condition and on time.

• Arranged the monthly purchase order of all Business Centre and Front Office stationery requirements.

• At some instances, had assisted Front Desk users on their basic desktop issues especially when they cannot reach the hotel IT support and this helped me earn a recommendation to move up to IT Department.

• Ensured important pending matters are turned over to the next shift so the operation works seamless.


Diploma in Information Technology

Informatics Academy Pte Ltd - Singapore

January 2010 to December 2012

Diploma in Interactive Edutainment

Temasek Polytechnic - Singapore

January 2008 to December 2009

Master of Industrial Relations in Human Resource Development University of the Philippines

June 1996 to April 2003

Bachelor of Arts in Sociology

University of the Philippines

October 1991 to December 1995


AUDIT (10+ years), TECHNICAL SUPPORT (10+ years), ASSET MANAGEMENT (Less than 1 year), CISCO

(Less than 1 year), CUSTOMER RELATIONS (Less than 1 year), Help Desk, Desktop Support, Active Directory, Desktop Support, Information Technology, It Specialist, Network Support Links Awards

Brilliant Host of the Month

June 2014

Management recognizes every month associates who have exemplified Marriott values in his daily work, dealings with guests and associates.

Associate of the Year 2012

April 2013

Management awards top brilliant hosts for each year based on certain criteria such as overall performance, hotel contributions to objectives, among others. Associate of the Month

March 2012

Management recognizes every month associates who have exemplified Marriott values in his daily work, dealings with guests and associates.


CISCO Interconnecting Cisco Networking Devices Accelerated (CNNAx) June 2015 to July 2015

CISCO training attended in preparation for the CCNA examination Microsoft Certified Professional

July 2013

Successfully completed the Microsoft Office Specialist training and examination for Office Excel 2010 Additional Information


CISCO Networking, Network Security, Asset Management, Customer Relations, Vendor Management, Systems Audit, Technical Support

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