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engineers using the monitor system tools.• Adjusted thresholds of existing monitors as requested by engineers.• Removed out of date monitors as requested by engineers.Major Accomplishment:Given my years of experience designing, optimizing, and implementing complex monitoring systems to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 technologies, was personally sought out by start-up company to turn a limited and ad hoc monitoring program into a world-class system. Developed relationships with, built, and led global coalition composed of monitor systems engineers, overseas monitoring staff, and customer client managers to collaboratively architect, engineer, test, and deliver back-end system of 3,000+ synchronized monitors with user-driven tailored front-end interfaces designed in BeaconFires, along with all associated technical documentation to assure system continuity in the event of staff or vendor turnover. This new world-class monitoring system ultimately enabled operators for the first time ever to centrally monitor, interpret, and rapidly respond to alarms across all globally dispersed production systems 24x7.

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, interface vendors were scheduled, and pre-training was complete prior to installation. • 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 spearheaded effort to leverage new “SalesForce” technology to assure uniform and efficient workflow tracking. Personally engaged with design and implementation teams to the build project plan for individual training, preparation, software deployment, and user migration. Efforts resulted in the seamless transition to this new technology, ultimately improving efficiency across SkyTouch, while markedly improving customer experience.

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 development updates and provided immediate support during releases.

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 failures and things such as website data entries, both within the CRS or on 3rd party ADS websites.• 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 Accomplishment:Volunteered for a special project to improve efficiency and reduce costs across operational monitoring platforms and delivered exceptional results. Conducted complex research and analyses that ultimately resulted in elimination of Big Brother independent hardware monitoring system by tailoring SiteScope application monitor for dual-use to also monitor hardware, thus synchronizing all previously disconnected corporate monitors. Further optimized the efficiency of this capability by leading team to develop tailored scripts that created multi-process server monitors, eliminating countless previously individual server process monitors. Oversaw seamless company-wide migration to unified SiteScope monitor with no operational downtime—elimination of all hardware monitor costs and drastic reduction in number of server monitors resulted in cost saving of more than $58K annually.

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 in Remedy knowledge base.

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 solution to a long-term challenge shared by customers worldwide that consistently drove down customer satisfaction for years prior to implementation. Specifically, hotel owners utilizing a multitude of 3rd party websites had no means by which to contact the various vendors or the specific entities within those companies to get resolution to longstanding, yet basic technical issues (e.g., update, modify, control data, etc,)—some issues went unresolved for over a year! On my own initiative, conducted independent research and created database of all hotel 3rd party large and small website vendors and contacted each vendor to determine the appropriate points of contact and process to report and resolve current and future issues. Further, I developed a relationship with each vendor by which they proactively began sending updates to my team’s shared inbox when their support contact information or processes changed to assure information remained current. Finally, I volunteered to personally serve as the central contact for hotel owners worldwide, gathering and working with all 3rd party vendor support technicians to rapidly resolve longstanding and emerging technical challenges on their behalf. Ultimately, this effort received extremely positive feedback, significantly reducing the time to resolve typical website challenges from months to days, resulting in dramatic double-digit increases to customer satisfaction scores from our Global Distribution Systems and Internet team.

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.• Serve food and/or beverages to patrons; prepare and serve specialty dishes at tables as required.

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.• Serve food and/or beverages to patrons; prepare and serve specialty dishes at tables as required.

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.• Serve food and/or beverages to patrons; prepare and serve specialty dishes at tables as required.

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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