Phil Nelson Email & Phone Number

Southlake, Texas, United States

Manage a team of 4 direct reports and 10 indirect reports responsible for technology and internal infrastructure for the division. While reporting to Sabre CTO primary job responsibility is focused on local Travel Network needs with an interest in global efficiencies.

Manage data operation center and support 2nd level customer care representatives. Managed group of technical resources charged with maintenance and monitoring a real-time customer dependant data center. Managed move of data center from California to Oklahoma with 99.99% uptime. Documented application severity guidelines with application support measures for contracted maintenance supplier.

Support, document, present and teach technical solutions to customers and sales staff. Evaluate, document, support, test, and develop or an emerging business market.Solutions included Nortel, Cisco, Java, Linux, Mac OS X, and Microsoft systems.

Test, implement, and support various Virtual Private Network solutions. Solutions included Nortel Networks, 3COM, Check Point, PPTP, and IPSec. Create HTML documents outlining support and configuration information.

New desktop hardware certification and testing. Create desktop operating system unattended installation script. Network trouble shooting, including network packet and server optimization.

Design, integrate, and validate solutions based on customer requests and expectations. Solutions included Cisco, Bay Networks, Novell NetWare and Microsoft operating systems.

Responsible for a third level support desk and the day to day operations, while achieving a customer satisfaction level no less than 75%.