Hospitality IT professional with 10+ years of experience supporting hotel technology operations across Dubai and the Philippines. Specialized in hotel systems administration, IT infrastructure support, and service management within luxury hospitality environments — working with PMS, POS, access control, and enterprise platforms while maintaining minimal downtime and strong operational reliability. ITIL and ISTQB certified, with proven experience in hotel pre-opening projects, vendor coordination, and IT compliance.
Core Skills
Hotel Systems & Applications
IT Infrastructure & Support
Service & Operations
Professional Experience
- Provide operational IT support for PMS, POS, access control, telephony and network systems.
- Troubleshoot guest and staff technical issues ensuring minimal disruption to hotel operations.
- Support VIP meetings, hotel events and operational technology requirements.
- Maintain compliance with corporate IT security policies and access standards.
- Assist with IT audits, documentation and service improvement initiatives.
- Managed user access and permissions across multiple enterprise systems.
- Administered admission systems and POS platforms supporting daily operations.
- Delivered technical support via phone, email and on-site troubleshooting.
- Coordinated with vendors for hardware replacement and issue resolution.
- Managed IT assets, procurement activities and lifecycle documentation.
- Performed functional and regression testing for enterprise software platforms.
- Collaborated with developers and project managers using Agile methodology.
- Created and executed test cases and documented software defects.
- Delivered QA reports ensuring reliable system releases.
- Supported IT operations for corporate offices and hotel properties.
- Participated in four hotel pre-opening technology deployments.
- Installed and configured workstations, operating systems and enterprise applications.
- Maintained PMS and POS platforms supporting hospitality operations.
- Performed backup, recovery and audit compliance testing.
- Developed and executed test cases validating enterprise applications.
- Managed defect tracking and reporting processes with development teams.
- Provided first-line technical support resolving software, hardware and connectivity issues.
- Ensured timely ticket resolution and strong user satisfaction.
Education
Certifications
V3
CT
Recognition & Awards
What Colleagues Say
Beyond his technical skills, Mark is a great team player. He is always willing to lend a hand, mentor others, and foster a collaborative work environment. His positive attitude and dedication make him a true asset to any team. What truly sets Mark apart is his ability to stay calm under pressure — in fast-paced environments, he excels at resolving urgent IT issues with precision and efficiency. His keen attention to detail and proactive approach often preempt potential problems, keeping systems running smoothly and minimizing downtime.
Mark is one of those professionals that makes difficult look easy. The first time I worked with him we were opening a 400-room property — the pressure, the lack of equipment — he still kept it together, helping everyone with installing systems, creating accounts, and making himself always available. It's been wonderful working with Mark, not only because he is extremely passionate about what he does, but because finding professionals who are also kind people is rare. Any team that works with him is very fortunate.
During my more than 10 years in the hotel industry, I have not come across an IT professional like Mark: calm, friendly, and genuinely eager to assist — happy to explain and there to listen to concerns related to IT. He understands the importance of prioritizing guest-related issues, which unfortunately isn't always the case. No matter how stressful the day, Mark is always calm, professional and friendly. It was a real pleasure working with him during the opening of three properties, and I hope to benefit from his expertise again in the future.
I recommend Mark's style of managing things. Even in a high-pressure environment, he stays focused on his work and always ensures quality.
I have known Mark as a colleague for about 8 months and found him to be very diligent, tech savvy, and a gentleman who would never say no to any request. He would work on it right away and ensure it was done by the end of the day.