Experience

Travel Incorporated

• United States
• Travel Arrangements
• 100 - 200 Employee

• Desktop Support Technician, January 2015 to present

  • Jan 2015 - Present

  • Providing direct Help Desk support to 3 remote offices; Georgia, Florida, Greenville, and our in-house teleworking consultants• Providing direct Help Desk support to include Travelport Global Distribution System (GDS) for laptop and desktop users• Ensured client satisfaction and retention through ongoing interactions and communications

• Travelport Global Distribution System (GDS), January 2015 to present

  • Jan 2015 - Present

  • Managed internal infrastructure projects related to the build out, implementation, and deactivation's of multiple Travelport GDS PCC (Pseudo City Code)/SIDs• Managing the migration of Passenger Name Records (PNRs) and Profiles to or from our Travelport GDS PCC (Pseudo City Code)/SIDs• Auditing of all Travel Incorporated Travelport GDS PCC/SIDs for accuracy

• Business Continuity Planning, January 2015 to present

  • Jan 2015 - Present

  • Updating Business Continuity Planning documents identifying all Travel Incorporated Company Divisions• Replacing version changes and entries for all Business Continuity Planning documents• Testing of Business Continuity Plans



USAN, Inc.

• United States
• Telecommunications
• 100 - 200 Employee

• Service Delivery Manager

  • Sep 2013 - Oct 2014

  Operations IT Service Delivery Manager• Developed service delivery processes and managed the associated technical resources to deliver exceptional support services• Created and managed internal infrastructure projects related to node and site improvements• Negotiated and implemented Customer Support SLA’s and ensured ongoing compliance

• Operations Support Project Manager

  • Jul 2004 - Sep 2013

  Operations Support Project Manager, September 2003 to September 2013• Coordinated teams of Developers and Engineers to implement Operational Change Control Requests • Developed RFQ (Request for Quote) responses and managed the associated projects through delivery• Developed and delivered project technical specifications, associated drawings and project plans



USAN, Inc.

• Network Planning and Provisioning, Senior Business Analyst

  • Jul 2002 - Sep 2003

  • Developed and maintained disaster recovery provisioning databases and carrier relations information • Managed circuit installation, test and turn-ups between carriers and support nodes

• Senior Business Analyst

  • Jul 2001 - Jul 2002

  • Managed internal workload management among departments to improve efficiencies• Identified and led process improvement initiatives related to inbound customer service and support• Revised internal delivery processes to ensure a timely dissemination of performance information across the organization



ThinKnowledge Networks

• Director of Customer Operations

  • Dec 2000 - Jul 2001

  • Upgraded and enhanced the previously implemented tools and processes to ensure an ongoing commitment to outstanding customer service throughout the Customer Support • Championed the move to incorporate the Baldrige Quality Standards and ensured an ongoing commitment to process improvement

• Customer Support Manager

  • Aug 2000 - Dec 2000

  • Created and managed the company’s initial Customer Support and Technical Services Center• Negotiated company-wide internal support SLA’s and managed the technical support team to ensure ongoing compliance



Support Technologies Inc.

• Customer Care Manager

  • Mar 2000 - Aug 2000

  • Ensured client satisfaction and retention through ongoing interactions and communications• Designed and implemented the Customer Care database, managed the departmental budget and reporting

• Help Desk Manager

  • Jan 1997 - Mar 2000

  • Led a team of 50 Help Desk professionals to deliver a high level of technical support in the 24x7 environment• Created staffing policies, procedures and SLAs and managed the on-going delivery of support services• Developed the Help Desk knowledge base, implemented and oversaw ongoing updates and reporting

• Team Leader

  • Aug 1996 - Dec 1996

  • Supervised the outsourced Help Desk supporting multiple, nationwide sites and 2,000 plus users• Ensured all Help Desk professionals consistently utilized Standard Operating Procedures and met negotiated SLA’s• Trained staff on the McAfee Help Desk software, internal process and in the honing of trouble-shooting skills

• Certified Help Desk Professional

  • Apr 1996 - Aug 1996

  • Provided direct Help Desk support in an environment including AS/400 terminals, laptops, desktops and associate software package



United Parcel Service, Atlanta, GA.

• Atlanta, GA.

• Help Desk Technician

  • Aug 1994 - Aug 1996

  • Provided direct Help Desk support to 14 remote offices across Georgia • Provided direct Help Desk support to 14 remote offices across Georgia



Fisher Restaurant Systems

• Atlanta, GA.

• Account Manager / Help Desk Support

  • Jun 1992 - Aug 1994

  • Managed the rollout of 850 point of sale restaurant systems across the state of Florida • Assisted the programming staff with system enhancements and customizations • Managed the rollout of 850 point of sale restaurant systems across the state of Florida • Assisted the programming staff with system enhancements and customizations