Diego Gastón Milano Email & Phone Number

Argentina

• Supporting the Solutions Engineering team with subject matter expertise in both the Integration field as well as various multiple services and solutions across the SynXis portfolio including: Central Reservation System (CRS), Property Management (SynXis PM and Property Hub), Service Optimization and Guest Engagement (Nuvola), direct and indirect connectivity and distribution (PMS, RMS, CMS, CRM, OTA), API connectivity (OTA, HTNG, REST, OXI), Booking Engine, Call Center and Voice Agent, as well as Tokenization and Payment Processing Gateways, among others.• Facilitating architectural and technical know-how to the Sales team, as well as Customers and Partners, translating and documenting complex requirements into project and certification blueprints during the pre-sales phase, along with RFIs, RFPs, and Demos.• Participating in Enhancement Requests discussions with the Sales and Account Management, Solutions Engineering, and Product Management teams.• Performing technical writing activities, crafting internal documentation and SOPs, to provide the Support organization with the necessary know-how to better assist Hotels and Partners on high tier incidents, as well as the Integration and Implementation teams during the Delivery process.• Engaging in discovery sessions and strategic initiatives to drive process improvements through self-service and automation, aimed at enhancing customer experience and optimizing onboarding and delivery times.• Contributing to the security and stability of the system by continuous defect submissions and quality assurance activities, in collaboration with the Product Management, Development, QA, and BISO teams.

• Driving the execution and implementation of high-tier Integration projects, serving as a liaison between both Hoteliers and Partners as well as the Sabre Delivery teams.• Partnered with cross-functional teams in the successful completion of multiple Company acquisitions and migrations, the onboarding of worldwide Enterprise Customers, as well as CRS and PMS migrations.• Contributed to the Technology transformation of the organization by taking part in the Google Cloud (GCP) migration of the SynXis platform, partnering with the Development team in performing thorough QA validations of system services, interfaces, and applications.• Acting as direct support and knowledge hub for a team of over 20 resources located across 8 countries, servicing more than 40k Hospitality Customers and more than 400 interface Partners globally.• Offering core subject matter expertise to the interface specialists, as well as providing extensive support and guidance to various teams across the organization, with strong focus on the Integration domain, and other products and solutions under the SynXis umbrella, including distribution (PMS, RMS, CMS, CRM, OTA), API connectivity and tools (OTA, HTNG, REST, OXI; SoapUI, Postman), CRS Database Model (SQL), Tokenization and Payment Processing Gateways, and more.• Crafted and led Education and Learning initiatives in collaboration with the Customer Success, Product Management, and Support teams, including documentation material, training, and open live workshops, contributing to the knowledge base for current and future resources, in addition to serving as an additional foundation for Integration Certification Programs in the Support organization.• Encouraging the exchange of knowledge among technical stakeholders through collaborative spaces, hosting Defect Hunting sessions in partnership with the BISO team to enhance security, drive feature improvements, and maintain platform stability.

• Leading and assisting the global Integration Team in performing installations and support for Property Management (PMS), Revenue Management (RMS), Customer Relationship (CRM), Channel Manager Systems (CMS), and other Property Connect interfaces to the SynXis Central Reservation System (CRS) platform and other products of the SynXis portfolio.• Supporting Customers, Partners/Vendors and internal staff with technical expertise for interface implementations.• Managing large Integration implementation projects and providing Customer and Technical Support for these installations.• Assigning new Activation, Support, and Escalation cases; ensuring project case-load and turnaround times meet or exceed expected service levels.• Interacting extensively with the Development Team, and participating in technical discussions revolving Support issues as well as product directions and strategies.• Supporting the Site Reliability Engineering (SRE), Operations Control Center (OCC), and other Technical teams during CRS Maintenance and new CRS Releases, performing health checks and QA validations of interfaces, system services, and applications.• Creating bridges for the Sales and Account Management, Support, and Customer Success teams to share knowledge and promote technical and discovery discussions via joint conversations.• Responsible for the execution and delivery of monthly audits, logging and reporting statistics (via SQL and Splunk).

Ciudad Autónoma De Buenos Aires, Argentina

• Responsible for the planning, coordination, and delivery of Integration projects, including Property Management (PMS), Revenue Management (RMS), Channel Managers (CMS), and Customer Relationship Management Systems (CRM) with the SynXis Central Reservations System (CRS) platform.• Organizing and driving Property Connect projects with Hoteliers and Partners throughout the entire delivery cycle, from its initial Kick-Off meetings, to interface end-to-end testing, to post-activation support.• Certification of interfaces with new or existing Vendors between their systems and SynXis CRS, including guidance on functionality and business requirements during development, as well as File Review, Quality Assurance (QA), and alpha and beta end-to-end testing, before sign-off.• Work and support with industry standard SOAP APIs XML such as Open Travel Alliance (OTA), HTNG, and various other proprietary standards such as Opera Xchange Interface (OXI).

Vicente Lopez, Buenos Aires, Argentina

• 1st and 2nd level Technical Support (onsite assistance to office employees, country wide via phone to the Sales Force Team, and residential to the management committee exclusively)• Users Training and Education Programs Implementation• Collaboration in projects of technology upgrade and new systems implementation, network hardware upgrades (L3 switching), VoIP deployment, domain migrations• Proprietary and third-party software deployment, assistance and resolution of cases received via CRM (Salesforce)• Responsible for User Accounts and Access Permissions Management over the entire business platform (Globalfarm)• Systems Health Check routines and meeting rooms validations• Inventory control and surveys. User Accounts management• Feedback with third-party providers• Telephony: Management and support; analogical/digital lines, add/drop; digital, VoIP and star phones; VoiceMail server, specific functions (call diverting, boss/secretary, multipart conferences, pre-calls (0800), etc.)• Printers: Management and support; installation, configuration and maintenance of high and low end equipments; network printers, print queues; supplies stock control and installation (toners, transfer kits, print drum, fusers, etc.)

Tortuguitas, Buenos Aires, Argentina

• Temporal responsible and auxiliary of the IT division.• Performing multiple technical support tasks in the field of IT.• Installation, configuration, management, and resolution of Lotus/Domino Server issues.• Basic assistance with AS/400 incidents.• User Accounts and network Access Rights administration.• Support and help to more than 150 workstations and 300 operators, as well as management and executive leadership, in the corporate plant located in Tortuguitas.

Ciudad Autónoma De Buenos Aires, Argentina

Performing multiple onsite technical support tasks, of second and third level mostly, to more than 300 workstations.The service included the following tasks:• Hardware and software repair.• Laboratories and user workstations assembling, assistance, and incident support to American and Brazilian users in their native language.• Working with the LAN Team to fix connectivity issues, printers maintenance, among others.All the activities performed and the demands were supervised and logged via the CRM Vantive system, and documented onto the proper forms established under the company's policies.

Ciudad Autónoma De Buenos Aires, Argentina

• Symantec’s software beta testing (ManHunt/Ghost/Firewall).• Computer hardware/software installation, network laboratories assembling, testing, installation and configuration over multiple platforms and operating systems (including: Solaris on Intel platform, Windows 2000, Windows NT/Server, etc).• Technical support and preventive maintenance of workstations and desktops at the University campus.• Monitoring of systems' performance, and proper execution of preventive and maintenance measures where appropriate.

Software Enginery, Information Technology

Microsoft Certified System Engineer