Karen O'Boyle Email & Phone Number

London Area, United Kingdom

Miami/Fort Lauderdale Area

• Responsible for and provide direction to all call center teams, in excess of 75 employees, to ensure adherence to all standard SBE booking practices• Leading the property teams, develop and ensure implementation of sbe SOP’s and IT security standards, compliance, practices, and requirements.• Review and advise on monthly billing for Sabre and direct payment cycle for a yearly $2 million budget• Review weekly travel agent commission files and direct for processing and payment for commission.• Direct the project management teams and provide direction to new opening teams in the implementation and training of critical business applications.• Participate in cross departmental calls for new initiatives• Provide direction for property IT teams on planning and execution of hotel projects.Maintain and direct key vendor relationships, communications, and support issue escalations.• Direct 3rd party support and software providers, including contract SLA’s and renewals.• Working with Senior Leadership propose, agree and deliver IT service to defined Service Level Agreements.• Identify and put forward proposals for new technology to satisfy business requirements.• Provide direction and input into the planning and tracking of CapEx and OpEx IT budgets across the business.• Directly responsible for $4 million Property Management Budget and operating expenses by negotiating new contracts and providing direction for renewals• Leading the property teams, develop and ensure implementation of sbe SOP’s and IT security standards, compliance, practices, and requirements

Greater New York City Area

• Responsible for and provide direction to all call center teams, in excess of 75 employees, to ensure adherence to all standard SBE booking practices• Leading the property teams, develop and ensure implementation of sbe SOP’s and IT security standards, compliance, practices, and requirements.• Review and advise on monthly billing for Sabre and direct payment cycle for a yearly $2 million budget• Review weekly travel agent commission files and direct for processing and payment for commission.• Direct the project management teams and provide direction to new opening teams in the implementation and training of critical business applications.• Participate in cross departmental calls for new initiatives• Provide direction for property IT teams on planning and execution of hotel projects.Maintain and direct key vendor relationships, communications, and support issue escalations.• Direct 3rd party support and software providers, including contract SLA’s and renewals.• Working with Senior Leadership propose, agree and deliver IT service to defined Service Level Agreements.• Identify and put forward proposals for new technology to satisfy business requirements.• Provide direction and input into the planning and tracking of CapEx and OpEx IT budgets across the business.• Directly responsible for $4 million Property Management Budget and operating expenses by negotiating new contracts and providing direction for renewals• Leading the property teams, develop and ensure implementation of sbe SOP’s and IT security standards, compliance, practices, and requirements

Calgary, Canada Area

Certification/Mentor Program• Designed and implemented certification program for Implementation Team. This included a 5 day intense training class designed by incorporating theory, performance and participation in a live classroom setting.• All installers were required to participate in class that I conducted and required to participate in live installation as part of final requirement to become part of installation team.Training• Trained over 400 people in all four regional corporate offices of a billion dollar international software company.• Shared my training techniques with offices in South America, Europe and Asia Pacific who have since adopted my training practices and certification course structure.Implementation• Worldwide Global Installation for World's Largest Hotel Chain.• Certified, documented piloted and then spear headed world-wide roll-out of a two way interface for Best Western Hotels.• Conducted training classes in Chile, Mexico, Japan, Germany, France, Finland and the United States. • Trained installers, local support office and hotels to facilitate unique install needs of different regions.Global Library of Software Documentation• Created and maintained library of technical and installation documentation used in all regions globally

Naples, Florida Area

• Responsible for Technical Specifications outlining functionality of Central Reservation Interfaces between Suite6/7 and Opera PMS Systems.• Co-ordinate with project team and customer to deliver interface and responsible for internal Quality Assurance of all products prior to delivery to the customer.• Role included creating test scripts, completing full cycle of QA, including simulation of CRS systems, reporting issues and bugs, managing priorities of development team.• Prepare release notes and assist the customer with cut-over procedures including front office database changes and operational workarounds.• Conduct training for all South America, North America, Europe/Middle East and Asia Pacific to ensure that knowledge transfer of released products communicated to the support offices.• Level 3 support for all released CRIS Products in Suite 6 and OXI Products for Opera PMS for world wide.

Toronto, Canada Area

• On site corporate project manager responsible for successful cut-over of Fidelio PMS.• Responsibilities included software, hardware, network and cabling certification, reservation entry and inventory balancing, cut-over procedures, account balancing and support and training Member of CRS project team that was developed to prepare for installation of the Pegasus CRS that was to be interfaced with Micros-Fidelio V6• PMS using the customized CRIS interface.• Team Leader for the CRIS interface testing and certification.• Managed a team of three who certified the Micros-Fidelio CRIS interface over a period of 6 months.• Communicated all issues with Micros Fidelio and Pegasus.• Installed fixes to the QA environment as received and responsible for all regression testing.• Responsible for standardizing the Micros-Fidelio V6 database across the chain in preparation for cut-over to the• CRIS interface and Pegasus CRS.• On site beta install leader for first live site that cut-over to new CRS platform

Whistler British Columbia

• Implemented front office training guide that became the cornerstone of documentation for the new Property• Management System Delta Hotels purchased in 1996.• Responsible for budget and forecast for front office operations to ensure labour costs stayed in line with forecasted room revenue.• On site corporate trainer for all new initiatives dictated by head office.