Federico Flores
Kissimmee,United States
Summary
Support Engineer
Highly skilled Support Engineer with a proven track record of resolving complex technical issues and enhancing system performance through innovative solutions. Proficient in utilizing Microsoft Office 365, SCCM Remote Client, and other technologies to optimize desktop support efficiency. Known for collaborating effectively with cross-functional teams to develop automated troubleshooting tools, demonstrating a strong commitment to continuous improvement and user satisfaction.
Overview
24
24
years of professional experience
Work History
Business Relation Lead
Holiday Inn Vacation Club
09.2019 - 12.2024
- Strengthen GM relationships, driving collaborative success and strategic alignment
- Optimize tech infrastructure, delivering measurable improvements in system performance
- Lead strategic infrastructure enhancements, delivering tangible improvements in system reliability and seamless service continuity
- Manage hardware/software updates, ensuring seamless operations and strong GM collaboration
- Implement battery backup solutions, preventing data loss and ensuring continuous service
- Maintain clean and well-organized MDF and cabling, ensuring maximum system reliability and operational efficiency for Holiday Inn properties
- Implemented, maintained, and supported Salient System 7.4.2.2
- Active participation in several enterprise projects such as hardware updates, credit card hardware, security cameras and point of sales system
- Assist in the set-up of Technology related items for new resort openings
- Manage queue of escalated incidents related to my resorts
- Provided remote technical support and on-site implementation assistance
- Managed network folder permissions, enhancing security compliance and user access control
- Configured and optimized Outlook accounts, improving email performance and security
- Regularly audited network activity, identifying and mitigating potential security threats
- Implemented user access protocols, reducing unauthorized access risks
- Educated staff on email security, decreasing phishing incidents significantly
Network Operations
Holiday Inn Vacation Club
11.2016 - 09.2019
Tech Support
Holiday Inn Vacation Club
09.2008 - 11.2016
- As an IT Technician, I was responsible for ensuring the optimal performance of IT infrastructure at various resorts
- Optimized IT infrastructure across resorts, enhancing system reliability and minimizing downtime through proactive maintenance and swift issue resolution
- Resolved technical issues for 100+ users daily, enhancing system uptime and user satisfaction
- Provided expert guidance to end-users, empowering them with technical knowledge and troubleshooting skills to minimize recurring issues
- Streamlined technical support processes, resulting in faster issue resolution and improved system reliability for over 100 users daily
- Troubleshooting hardware and software
- Mentored end-users on advanced troubleshooting techniques, fostering self-reliance and reducing repeat service requests significantly
Service Desk Support
Orange Lake Resorts
10.2000 - 09.2008
Education
Data Entry And Computer Operator - Computer Operator
Computer Processing Institute
Paramus, NJ11.1986
Skills
- Microsoft Office 365
- Word
- Excel
- PowerPoint
- OneNote
- Publisher
- SharePoint
- Salient System (Completeview)
- Infogenesis
- Eatec
- ServiceNow
- VPN
- Citrix
- TSW
- Kronos
- Hp Hardware
- Visionline (AssaAbloy)
- TimeShareWare
- Konica Minolta Copiers
- Microsoft SCCM Remote Client
- ADAudit Plus
- Mac Os
- Organizational skills
- People skills
- Time management
- Self Starter
- Self Taught
Hobbies and Interests
- Gardening
- Photography
Timeline
Business Relation Lead
Holiday Inn Vacation Club
09.2019 - 12.2024
Network Operations
Holiday Inn Vacation Club
11.2016 - 09.2019
Tech Support
Holiday Inn Vacation Club
09.2008 - 11.2016
Service Desk Support
Orange Lake Resorts
10.2000 - 09.2008
Data Entry And Computer Operator - Computer Operator
Computer Processing Institute
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