- Led Development and Database teams- Established secondary Development team in India- Supported PCI audit and GDPR effort- Reduced Sev2 and Sev3 defects in 2019 by 43% and 33% respectively- Executive sponsor on migration to new JIRA platform with integration to SalesForce.com (SFDC)- Manage customer escalations- Top 2 box score on employee satisfaction survey - Creates high performance and collaborative work teams 4.2 on scale of 5- Security supported PCI audit and GDPR compliance

- Responsible for global product support- Centers in United States, Uruguay, Poland, and Philippines - Led a global site manager team and our service delivery for our reseller program- Developed and managed annual $10m+ operating budget- Key stakeholder in planning and execution of reorganization resulting in $1.8m annual savings- Executive sponsor in the selection and conversion from Foglight to UserReply (customer experience analytics software solutions)- Worked with leadership team to create and then measure against KPI’s- Participated in contract deal reviews as service delivery stakeholder- Customer Satisfaction score 94.4% rating in top 2 box rating- Employee Satisfaction scores - Employees feel they have the opportunity to improve their skills 82% which is 17% above company average of 68% - Manager inspires high performance through their leadership 92% which is 23% above company average of 69%

- Managed 20+ global site managers located in Australia, India, England, United States and Uruguay- Instrumental in shifting the paradox from being a cost center to revenue generating- Responsible for delivering global implementations and configuration management services- Supported conversion from Remedy to Salesforce.com CRM tool- Opened support center in Asia Pacific region to support regional needs and a follow-the-sun global support model

- Led 30 seat support center supporting on-line booking tool- Corporate customers and Airline customers- Managed customer escalations- Partnership with operations team- Managed relocation from Irving, TX to Southlake, TX

Manager, Airline Solutions Product Support - Responsible for 7 X 24 product support desk with a $1.2M operating budget - Developed 2002, 2003 and 2004 operation and capital budgets - Managed and developed a staff of 13 - Global customer base of external and internal customers - Implemented support for US Airways on over 20 applications - Facilitated 33 seat call center office relocation and migration to new ACD system - Implemented Seibel CRM solution - Prepared, staffed and managed Y2K support command center - Manned Post 9/11 command center with local law enforcement and FBI - Obtain “Call Center Manager” certification from Call Center 2000 in 2001Project Manager, National Account Sales and Service - Acting Manager, National Accounts Installations July 1996 - October 1996 - Created and presented 1994, 1995 and 1996 sales plan and operating budgets for department. - Tracked spending of $30m operating budget; tracked sales against plan - Managed facilities for team - Responsible for AgencyDataSystem (ADS) sales, including proposals, presentations/demos, contract negotiations and customer serviceActing Customer Service Manager for seven months - Responsible for servicing of four national accounts - Managed and developed 9 Account ExecutivesNational Account Installation Coordinator Agency DataSystems (ADS) Accounting System - Instituted National Account program for ADS Operations - Coordinated initial European ADS installations - Conducted site surveys and managed equipment shipments - Developed and implemented ADS system repossession proceduresSr. Hardware Support Specialist - Supported ADS hardware both by phone and on-site - Responsible for system upgrades, hardware additions and site relocationsADS Telephone Support Specialist - Provided telephone support of ADS software package to travel agencies