Kaylan Pendleton Email & Phone Number

Surprise, Arizona

• Support customer service directors and managed service team members in ticket item research, analysis, resolution and follow up communication.
• Work with development teams to understand the production release plan, events and trends affecting conditions on the applications.
• Perform operational performance analysis.
• Monitor application and infrastructure system performance and alert management and others as specified by DHISCO process.
• Identify, define and support implementation of new process improvement opportunities.
• Support daily operations and change management processes. Identify risk and communicates mitigation for all application/infrastructure changes.

Surprise, Arizona

• Investigated via monitor tools, data service tools, and log files to determine cause of alarms.
• Correlated multiple alarms to recognize common underlying cause.
• Set up new monitors requested by engineers using the monitor system tools.
• Adjusted thresholds of existing monitors as requested by engineers.
• Removed out of date monitors as requested by engineers.Major Accomplishment:Given my years of experience designing, optimizing, and implementing complex monitoring systems to support worldwide corporate hospitality.

Phoenix, Arizona

• Identified hotels hardware configuration and system preparation, outlined hardware requirements and prepared/communicated a quote for hardware.
• Prepared proposals and invoices for all new installations and conversions. Coordinated ordering of required hardware with specified vendor and licensee/property contact.
• Monitored status of vendor tasks and communicated with vendors verbally and in writing to ensure work was performed according to project timelines and by verifying all hardware and training guides were onsite.
• Acted as account manager and primary contact for high profile customers and lead for department projects.Major Accomplishment:Identified suboptimal and inconsistent workflow tracking practices using “Remedy” and.

Scottsdale, Arizona

• Oversaw the day-to-day client inquiries for designated shift including processing of unassigned queues such as email boxes and system tickets. Acted as point of contact for shift’s escalated issues.
• Monitored staff adherence to policy and procedures, identified training needs and served as escalation point for queries.
• Monitored call volume and adjusted as necessary, which may have included answering calls during peak times. Assisted with special projects and technical research on an as needed basis. Completed smoke tests for.

Scottsdale, Arizona

• Provided expert-level technical support to all CRS and ADS customers, immediately troubleshooting and/or mitigating their technical issues. This included resolving problems with connectivity, rate issues, booking.
• Searched logs, queried databases, monitored internal applications and services as well as accessing remote servers for configuration and monitoring.
• Tracked, recorded, and resolved issues and outages daily using Remedy call tracking software.

Scottsdale, Arizona

• Principal customer contact (24x7) for SiteScope server and application monitoring tool, responsible for immediate resolution of all types of server and application issues or failures.
• Managed flawlessly up to 20 weekly production releases of monitors into the operations view for more than three years, including proper technical documentation was kept up to date.
• Collaborated with numerous internal technical groups, building strong inter-office working relationships while learning their needs, resulting in streamlined approval processes and synchronized release times.Major.

Scottsdale, Arizona

• Principle (24x7) customer contact to assist with critical production outages as they occurred. This position was senior to a Tier 2 Support Analyst.
• Discovered, documented, and shared creative methods for quickly and safely bringing systems back online, standardizing best practices while minimizing reservation interruptions, resulting in increased customer revenue.
• Facilitated ad hoc root cause analysis studies by organizing and leading impromptu cross-functional groups of stakeholders to solve complex CRS problems promptly.

Scottsdale, Arizona

• Provided expert-level technical support to all CRS and ADS customers, immediately troubleshooting and/or mitigating their technical issues.
• Tracked, recorded, and resolved 30-150 issues and outages daily using Remedy call tracking software.
• Consulted with service managers as necessary and provided sound recommendations, ensuring appropriate actions were taken during RezView outages to detect, recover and avoid future outages by documenting lessons learned.

Phoenix, Arizona

• Collaborated with third party websites, property representatives and affiliate office representatives to solve multi-faceted problems with hotel web content and photos.
• Created member and vendor contact information matrix and developed positive working relationships, ensuring timely resolution of all issues with 100% customer satisfaction.Major Accomplishment:Delivered a company-wide.

Phoenix, Arizona

• Ensured all Best Western properties were listed online with appropriate company branding while simultaneously expediting the removal of terminated properties.
• Maintained content, photos and maps for all Best Western properties on www.bestwestern.com.
• Performed basic photo manipulation and map illustrations for hotels to enhance their online appearance for improved flow with overall desired website concept.
• Trained fully at least 25 new, temporary and/or permanent staff members on all assigned duties and assisted colleagues whenever needed as a key team member.

Phoenix, Arizona Area

• Trained new employees on all responsibilities of their job.
• Check patrons' identification in order to ensure that they meet minimum age requirements for consumption of alcoholic beverages.
• Collect payments from customers.
• Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff.
• Take orders from patrons for food or beverages.
• Check with customers to ensure that they are enjoying their meals and take action to correct any problems.

Phoenix, Arizona, United States

• Trained new employees on all responsibilities of their job.
• Check patrons' identification in order to ensure that they meet minimum age requirements for consumption of alcoholic beverages.
• Collect payments from customers.
• Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff.
• Take orders from patrons for food or beverages.
• Check with customers to ensure that they are enjoying their meals and take action to correct any problems.

Phoenix, Arizona Area

• Trained new employees on all responsibilities of their job.
• Check patrons' identification in order to ensure that they meet minimum age requirements for consumption of alcoholic beverages.
• Collect payments from customers.
• Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff.
• Take orders from patrons for food or beverages.
• Check with customers to ensure that they are enjoying their meals and take action to correct any problems.

Certificate Of Completion, Rg She Leads: Empowering Women In Leadership

Virtual learning program, via teams meetings and Maxme Hodie App to improve skills as Women in Leadership. This was a RateGain sponsored.

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Diploma Earned, General