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Project Manager - Exemplary customer support and relationship management to resolve airline operations problems.Problem resolution skills with ability to resolve difficult situations under adverse conditions. Organized self-starter works well with minimum supervision. Excellent communication skills. Proven ability to lead multi-functional teams, including international teamsPROFESSIONAL EXPERIENCE• 4 years as Quality Assurance Engineer for HP Transaction Processing Facility (TPF) Mainframe Flight Ops System for American Airlines• 4 years Integration Analyst responsible for Data Mining and Data Mapping using manual tools and XMLSpy for creation of data structures for Enterprise Service Bus and Service Oriented Architecture. • 9 years Delivery Manager for HP Flight Operations System (FOS); responsible for supporting all aspects of the customer engagement for 13 global customers across the 22 flight operations applications and interfaces (hosted on mainframe or as add-ons).• 6 years application developer in Transaction Processing Facility (TPF) for legacy mainframe• 10 years Sabre Computer Reservation System (CRS) for airline passenger reservations (multi-functional workgroups).• 6 years manpower planning and call center management cross-functional team managementSELECTED ACCOMPLISHMENTS• Project Manager, responsible for software budget, billing, vendor management• Achieved seamless operation of critical applications managing maintenance and support. • Established excellent working relationships with worldwide customers, providing solutions to daily operational problems.• Customers requirements definition for software enhancements and maintenance. • Customer liaison with developers, ensuring software changes met customer requirements.• Manual functional unit testing, identifying tasks for re-work.• Assisted customers with acceptance testing and usability. • Organized and provided training on applications ensuring efficienciesSpecialties: Business Systems AnalysisSystem Requirements DevelopmentSystem integration testingCustomer support / relationship management
Self-Employed
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Self-EmployedArlington, Tx, Us
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Business AnalystSelf-Employed Sep 2016 - Present
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Business Analyst Iv / Flight ManagementHewlett-Packard - Enterprise Solutions Sep 2015 - Aug 2016Houston, Texas, Us• Subject Matter Expert (SME) for flight operations processes and procedures.• Demonstrated ability in requirements gathering and data element definitions.• Gap Analysis.• Analyzed, tested, and endorsed system changes for flight operations applications.• Led developers in creation of manual test scripts for unit testing and customer acceptance testing.• Validated automated test scripts developed by other teams.• Validated functional documents, manual test scripts and other project management work products for completeness and accuracy.• Trained new developers in the integration of all components necessary for flight operations / aircraft movement.• Liaison between development staff and project manager, ensuring required system changes meets the customer’s business needs. • CAT and UAT experience.• Ensured all project related documents correctly filed in Share Point.• 5+ years in delivery methodologies - Waterfall, Modified Waterfall, and Agile.• Former software development experience -
Business Analyst ProfessionalProfessional Business Consultant / Customer Relationship / Business Analyst / Consultant Jul 2012 - Jul 2012Business Analyst professional currently seeking employment. With over a decade of experience, I am passionate about customer satisfaction as it pertains to delivery of software solutions. My area of expertise is in the transportation/travel industry (American Airlines, Sabre Holdings and indirect to HP and Southwest), however the skills should transfer to other businesses. With experience as both vendor and customer I am a firm believer that the relationship between customer and developer starts with well-defined requirements, transitions through system integration, UAT, CAT and ends with successful implementation. -
Senior Business Analyst / Quality Assurance EngineerAmerican Airlines Oct 2008 - Jul 2012Dallas-Fort Worth, Texas, UsIntegration testing (grey box) between various modules of IBM/360 TPF legacy mainframe system and next generation flight planning system. • Developed data flow standards necessary for critical flight operations; consulted with vendor developers, creating XML Schema documents for desired data processing. Validated schema documents using XMLSpy.• Created steps for testing of manual processes proper data transfer from user initiated transactions, as standard automated test tools cannot be used.• Analyzed test results between multi-module platforms, end to end, and recommended corrective action. • Managed relationships between internal work groups and vendors, ensuring requirement compliance. -
Delivery / Customer Support ManagerSabre Holdings Jun 1999 - Oct 2008Southlake, Texas, UsFOS Multihost / Sabre Aircraft Movement Manager• Set product direction for mandated enhancements and shared solutions as required for FAA and ICAO airline operations.• Single point of contact and Subject Matter Expert for all of Sabre Holdings for FOS-related issues, including application areas with FOS interfaces as well as input to other external applications / offerings from Sabre Airline Solutions which increased developers understanding of business processes and improved software development.• Gathered implementation-related data, coordinated implementation, and supported customers during and after cutover. • Facilitated solutions designs for Flight Planning/Flight Following applications for 13 global airline customers, as part of planned upgrade to FAA Air Routing and Tracking Control Center Software, represented Sabre Holdings customers, together with representatives from all passenger, cargo, military flight operators and service vendors. Ensured FOS solutions design ARTCC system requirements.• Trained FOS Multihost customers on Flight Planning, Load Planning, and Flight Following • Traveled with a co-worker to Bolivia to train the national carrier dispatchers of proper use of FOS overall. Training classes were approved by regulatory inspector.Customer Support Manager • Managed small, multi-shift teams, providing 24/7 on call support for multiple domestic and international carriers. • Directed off-shore support teams in determining root cause of problems requiring immediate resolution related to safe aircraft operation, including resolving issue of flight schedules lost between 2 applications, rendering external application unusable. Performed root cause analysis which determined issue; software changes made immediately allowing use of tool. -
Tpf Programmer / Project Lead - Flight Ops ApplicationsSabre Holdings Jun 1993 - Jun 1999Southlake, Texas, UsTPF Programmer / Project Leader – Flight Operating and Aircraft Movement ApplicationsLead Y2K project for FOS Flight Movement applications. Maintained and enhanced multiple modules on the FOS Mainframe including Flight Planning, Flight Following, and CREWS programs
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Call Center / Manpower Planning & Operations SpecialistAmerican Airlines Aug 1987 - Apr 1993Dallas-Fort Worth, Texas, UsCall center management and resource planning for 200+ airline tariff department in 24 hour operation- Drafted shift quarterly coverage to meet budget goals for call center operation supporting airline reservations and ticket agencies world wide.- floor supervisor duties
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ResevationsAmerican Airlines Mar 1981 - Jul 1987Dallas-Fort Worth, Texas, Us- Inbound reservations sales calls for international travel, hotels, and tours.
Lorna Hunter Skills
Lorna Hunter Education Details
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The University Of Texas At ArlingtonComputer Systems Analysis
Frequently Asked Questions about Lorna Hunter
What company does Lorna Hunter work for?
Lorna Hunter works for Self-Employed
What is Lorna Hunter's role at the current company?
Lorna Hunter's current role is Business Analyst at Self-employed.
What is Lorna Hunter's email address?
Lorna Hunter's email address is je****@****bal.net
What is Lorna Hunter's direct phone number?
Lorna Hunter's direct phone number is +181791*****
What schools did Lorna Hunter attend?
Lorna Hunter attended The University Of Texas At Arlington.
What are some of Lorna Hunter's interests?
Lorna Hunter has interest in Social Services, Civil Rights And Social Action, Education, Poverty Alleviation, Human Rights.
What skills is Lorna Hunter known for?
Lorna Hunter has skills like Business Analysis, Relationship Management, System Integration Testing, Customer Support, Requirements Analysis, Vendor Management, Program Management, Software Development, Integration, Testing, Cross Functional Team Leadership, Leadership.
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