Herbert Felix

Highly accomplished and result-driven IT Leader with over 14 years of dedicated experience running Service Desk operations, technical support workflows, and system infrastructure stability within the Hospitality and Restaurant Technology (F&B) sectors. Expert-level domain knowledge in enterprise-scale Point of Sale (POS) architecture, hardware peripherals, and local network connectivity, featuring 13+ years of specialized deployment and systems administration for Future POS engines. Proven track record of directing team onboarding workflows, organizing internal technical documentation, and maintaining strict SLA compliance for merchant clients.

A dedicated supervisor with documented success mentoring technical support specialist teams to achieve optimized incident remediation and high customer satisfaction scores.

Service Desk Manager/ Technical Support Leader - ServingIntel Inc. - Oakbrook Terrace, IL

(2013-05)

• Oversee day-to-day hospitality IT support workflows and system infrastructure stability for merchant restaurant operations.
• Supervise, lead, and mentor a dedicated team of up to 10 technical support specialists, establishing clear operational expectations and performance tracking.
• Leverage 13+ years of advanced technical expertise with Future POS software architecture to handle deep-level configurations, terminal database sync setups, and SQL troubleshooting.
• Manage team onboarding and offboarding workflows, directing user software access, system permissions, and initial tool allocations.
• Analyze recurring technical system bottlenecks to implement workflow improvements, decreasing ticket resolution times and raising merchant customer satisfaction.
• Formulate and maintain a comprehensive internal documentation base, authoring step-by-step Knowledge Base articles and Standard Operating Procedures (SOPs) for the support team.
• Design and execute documented personal coaching frameworks that materially enhanced technical agent troubleshooting precision and compliance with rigid SLAs.
• Administer core corporate support environments (Microsoft 365, ConnectWise Manage, Microsoft Dynamics) to ensure internal data workflows remain accurate and secure.

Technical Support Specialist & Team Escalations Lead - VXI Global Holdings (AT&T U-Verse Program) - Quezon City, Philippines

(2010-04 - 2012-06)

• Handled advanced Tier 1 and Tier 2 remote technical troubleshooting for hardware configurations, operating systems, and core network connectivity issues.
• Stepped into technical escalation leadership roles, taking ownership of high-priority tickets and executing structured root-cause remediations for international corporate accounts.
• Assisted with internal hardware refreshes, testing, and operational configuration setups for deployment pipelines.

Technical Support Representative - TeleTech Holdings Inc. - Cainta, Rizal, Philippines

(2007-03 - 2009-05)

• Provided frontline IT support for DSL and internet services, performing diagnostics and escalating unresolved cases.
• Maintained accurate incident records while keeping customers informed of resolution progress.
• Educated customers on system usage and preventive troubleshooting techniques.