Description
Summary: Versatile travel technology professional with over 20 years of industry experience. Subject matter expert in new implementations and deployment of online, GDS, and mid-office systems. Skilled and motivated live and remote presenter and trainer of technology to large and small audiences of internal, external, and prospective global users. Expert troubleshooter of online and GDS systems and processes. Project Manager, Online Implementation Services, Travizon, Woburn MA May 2014 - * Online booking tool implementations/strategic planning and production * New product and functionality R&D * Quality Assurance of new account online site programming * Quality Assurance of account conversion site programming and profile data * Determining system improvements and implementing change * Updating job knowledge by participating in educational opportunities reading professional publications and maintaining personal networks * Resolution and management of vendor ticket cases * Hosting webinars * Responding to RFP questions related to Online booking tool * Online adoption analysis and client consultation Director, IT Operations, Ultramar Travel Management, New York, NY April 2007 - April 2012 * Provided advanced support to internal Operations Groups on SABRE GDS, Cliqbook, GetThere & Rearden OLBTs. * Acted as internal and external SME on OLBT configurations and functionality. Stays current on latest OLBT and GDS features and products. * Conducted webcast and live client demonstrations and training of online booking and proprietary technology. * Acted as internal SME for GDS process management. * Managed in-house scripting and GDS mid-office product development - responsible for overseeing and maintaining 24/7/365 operation of mid-office, profiling, reporting and online systems. * Provided advanced support to internal Online Booking Help Desk - responsible for tracking, and solving OLBT booking questions and issues. * Managed day-to-day internal IT field support of user desktop applications. * Configured, troubleshoots, and provides supervisory training on Qwest telephony system Training Manager, Ovation Corporate Travel, New York, NY May 2006 - April 2007 * Conducted in person new hire training consisting of technical travel skills and soft skills training * Worked with Operations, Finance, and Client Consulting groups to insure frontline adherence to workflow and customer service initiatives through recurrent in person and remote training of existing staff * Facilitated provisioning of new agency setups and supported Operations during implementations of new business * Acted as SME on GDS process topics * Led smooth implementation of MySABRE software upgrade across 300+ users Training Consultant, SABRE Travel Network June 2005 - June 2006 * Conducted standardized education webinars for SABRE North American travel agency clients on a wide range of GDS topics * Supported Account Directors and Product Specialists on sales calls to new and existing customers * Provided last line of support backup to SABRE North America Help Desk Implementation & Training Manager, GGA Automation (formerly GT3, Ground Travel Technology Team), Hackensack NJ February 2004 - June 2005 * Conducted implementations and configured Saturn Limo Booking Script for over 300 AMEX and Carlson offices * Implemented SaturnConnect websites for limousine company clients * Provided site management and rate maintenance guidance and support to limousine company clients * Provided training and troubleshooting support to travel agency and limousine vendors
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