SUMMARY:

• Strong Travel Experience, (25+ years) and Technology Skills (10 + years)
• Comprehensive training and hands on in Sabre, WorldSpan, Axess, Apollo, and Galileo GDS
• Computer Technical Support - Hardware
• Computer Software - QA, UA Testing, Test Cases, Troubleshooting
• Interface well with all levels of Management and Personnel
• Able to work under pressure and Self-Starter
• Excellent planning and Organizational skills
• Administrative skills in both Travel and Technology

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Senior Quality Analyst

• Utilize Agile Concept
• Automatize and manual testing
• Multi-task on several projects at any given time
• Communicate project information and concerns effectively with all level of management
• Review functional and technical requirements for all projects
• Identify test requirements from BA, create test case requirements and design test coverage from beginning to end
• Create, maintain, execute test plan and manage all the activities to ensure that all the requirements are met
• Develop, document and maintain functional test cases, reporting all test results
• Execute and evaluate test cases, log defects HP Quality Center
• Hold and facilitate test plan/case reviews with cross-functional team members prior to testing to confirm all requirements are met
• Report all findings to the appropriate colleague that may affect the load prior to sign-off
• Provide final signoff meeting all project deadlines
• Participate in meetings to communicate the status of testing, defects, and findings
• Participates in new development meetings and consultations.
• Provide consistency across all projects
• Provide in-depth research and problem-solving tasks for assigned area.
• Utilize several tools to complete all task, Microsoft office, excel, share-point, PowerPoint, and outlook, GVM, VM4, GEMS, HP Quality Center, SDM, JIRA
• Utilize Sabre, Worldspan, Galileo, Apollo, and Axess

Confidential, Lawrenceville, GA

Executive Travel Counselor /QA Tester

• Provide feedback / theories to the Agent Desktop Productivity Team and Consumer Travel Technologies to design and improve office tools. Report all issues with office tools upon testing and employee’s feedback
• Subject Matter Expert and Participant in User Acceptance Testing, (UAT)
• Quality Assurance (QA) and User Acceptance (UA) Testing for productivity and leadership skills to support implementation of application releases/enhancements
• Create Test cases / scripts for UAT, utilizing Quality Center
• Provide post implementation support to peers
• Contribute to all areas of product/platform development, from initial concept to final design
• Agile Methodology Environment
• Assist in the configuration of office computers for upgrades and new installation
• Provide Hardware Support for all computers in the office
• Report technical issues in an accurate and timely manner including all required information
• Track and communicate the status of issues reported to the office
• Log All workflow and XML files
• Pilot Tester
• Work with SDN Profile Support Team as necessary
• Train account specific workflow for new users of production
• Troubleshoot and report errors with all software on Agent's sets (i.e. POS tools, email, IM, Desktop phone)
• Communicate to floor errors, updates, and changes to tools
• Point of Contact for Business Analysts, Developers, Tech Support
• Utilize Sabre and World Span GDS
• Assist customers with travel arrangements - create/modify; air, car, hotel, rail, private transfers, and some cruises
• Exchange both refundable and nonrefundable tickets
• Experienced in both domestic and international travel
• Experienced in Award tickets / travel and upgrades
• Provided Interactive Travel Support for online tools / troubleshoot with consumers
• Familiar with proper travel documents needed for international travel and FAA regulations
• Develop and facilitate training classes

Confidential - Margate, FL

Lead Support Specialist / Acting Supervisor

• Provide customer care for Orbitz.com web site
• Utilize World Span GDS
• Assist customers with travel arrangements
• Assist customers with navigation on the web site
• Web site trouble shooting
• Process daily e-mails and respond to customers issues
• Process Ticket exchanges and refunds
• Take Supervisor Calls

Confidential - North Lauderdale, FL

Technical Support Engineer

• Provide technical hardware support for IBM computers and laptops
• Provide software support for DOS, Windows 95, 98, NT, 2000, and ME for IBM units
• Made extensive documentation in OS/2 data base for all Technical calls
• Install Hardware; Network cards, modems, hard drive, etc.
• Perform hardware configurations
• Network installation / support; TCP/IP

TECHNICAL SKILLS:

• Excellent typing, writing, and verbal communication skills
• Software - MS Office, HP Quality Center, Lotus Notes, Outlook, GEMS
• Hardware - Trouble shooting, configuration, and installation
• Profiles configuration
• Internet and Databases security
• Quality Assurance and User Acceptance Testing
• Create Test Cases
• Agile Methodology
• Global Distribution System (GDS) - Sabre, World Span, Apollo, Galileo, and Axess
• Leadership Skills