Doug Henson, CTC

*** ***** ****** – Filer, Idaho 83328 - 208-***-**** Voice Only / 208-***-**** Mobile/Text

Professional Summary

In depth action oriented and results driven professional with over 40+ years’ experience specializing in airline and travel agency operations, project management, business analysis, with GDS and IT infrastructure emphasis.

Extensive and diverse experience (front, mid and back office) and subject matter expertise on the complete end to end travel industry workflow and transaction processes.

Effective problem resolution skills serving multiple customer groups, both internal and external.

Working with various global vendors and resources, am adapt at utilizing multiple project methodologies contributing significantly to initiatives and ventures.

Areas of Expertise

Airline reservations, ticketing and travel agent workflow processes, operational management, etc.

Ticketing products and processes for e-ticketing and e-MD’s

eCommerce and eBusiness Project Management

Travel Agent Certified

oCTC (Certified Travel Counselor)

oExtensive experience supporting customer and market driven initiatives

20+ years End-to-End Project Management

oProduct Owner, Project Manager

oProject Planning and Execution

GDS PNR formatting and interpretation

oSabre Certified Master

oSabreScribe scripting

oFocalpoint scripting

Front, Mid and Back-Office system experience

oSabre / Amadeus

Apollo - Galileo – Worldspan

oCoRRe / EnCoRRe

oADS / GlobalMAX / TRAMS / TS2000

Sabre QIK development experience and mentoring of Onshore and Offshore technical teams

Airline/travel industry XML formatting and interpretation

Development of UI/UX driven requirements for technical solutions

Program maintenance for both documented and undocumented systems

Citrix / Novell network deployment and maintenance

Cross-Functional Project Team Leadership

International and domestic system and GDS migrations

Leadership Development and Training

Negotiation and Communication (oral and written)

Solutions Oriented Problem Solving

Vendor Management – Communicate with large Onshore and Offshore teams

Decision Making

Strategic Planning and Leadership

Process Design and Redesign

MS Office, MS Project, MS Visio, SQL

SalesForce

Corporate report production and requirement gathering

oBusiness Objets, Crystal Reports

o

Experience

Travel Counselor at American Express Global Business Travel (Contractor) 2022-2023

Worked virtually as floater servicing multiple corporate accounts, using Sabre GDS and other in-house applications, receiving requests by phone and email using SalesForce. Special emphasis on ability to handle anything because of experience and customer emphasis, contract was open ended extended as long as I wanted.

Corporate Travel Counselor at Egencia Business Travel (Independent Contractor) 2020-2020

Worked virtually assisting business travelers with business related travel arrangements utilizing Sabre GDS and other related applications as required. Special emphasis on handling ticket exchanges. Then Covid hit.

Retired 2015 – 2019

Business Systems Analyst at American Express (6 Month Contract) 2015

My primary responsibilities were to liaison for operational risk events associated with implementing new global application platforms for Travel and Lifestyle Services division.

Retired 2012 – 2015

Senior Consultant at Cognizant Technology Solutions 2010 - 2012

Business (Systems) Analyst in partnership with multiple airline/travel IT vendors. Performed project management, quality assurance test and troubleshooting of airline/travel system enhancements, gathered business requirements and wrote functional specifications. I mentored technical development staff on travel industry IT history and evolution.

Experience – Page 2

Self Employed IT Consultant 2005 - 2010

Specialized in airline and the travel industry IT sectors. Did consulting, project management and web design in both the US and Australia. I consulted, provided end user training, quality assurance testing for multiple customers. I had home connectivity to 4 of the major GDS systems, i.e. Sabre, Apollo, Amadeus and Worldspan keeping myself up to date with GDS formats along with industry changes.

Senior IT Technician (IT Analyst) at Sacramento County 2001 - 2005

Supervised IT support techs. Interfaced with central county help desk and other stakeholders and staff, I also provided direct end user customer support. Performed project management duties and business analysis activities related to multiple IT projects while at the county.

Senior Support Systems Analyst at Sabre 1998 - 2000

Defined and wrote product specifications for Sabre Business Travel Solutions unit (now merged with GetThere.com) modules using Word, Excel, PowerPoint, Project and Visio, and designed reports using Business Objects and SQL. Performed project management duties, quality assurance testing, analysis, business requirements gathering and programming of PNR reservation finishing processes.

Manager at Travel Technologies Group (now Concur/SAP) 1996 - 1998

Managed CoRRe service bureau for affiliated global travel agency, created quality control test cases for booked reservations using CoRRe for quality assurance purposes. Installed and provided maintenance support for all other company travel products. Administered multiple LAN's and operating systems, along with gateways that interfaced to airline mainframe systems, Sabre, Apollo, Galileo, and Worldspan.

IT Manager at Carlson Travel Network/Travel by Dana (out of business) 1991 - 1996

Provided PC installation and maintenance support to a large multi branched regional Sabre and Apollo travel agency. Supervised staff, maintained LAN's, created and maintained reservation scripts for both Apollo and Sabre for booking and quality assurance purposes, did system security, maintenance and corporate report production. Negotiated and administered computer contracts, purchases and assisted with telephone call-distribution system.

Systems Analyst/Project Manager at System One Corporation (now Amadeus) 1987 - 1990

Gathered business and industry requirements, performed project management duties and wrote design specifications for airline ticketing, invoice and other printing related functions. I worked with programmers to understand coding requirements and performed quality assurance testing of system enhancements prior to production implementation. Also, I participated in meetings related to other product development IT projects.

Support Specialist at American Airline (Sabre/ADS division) 1986 - 1987

Provided customer support of travel agency accounting system. Specializing in multiple GDS interfaces.

Previous Travel Agency Experience 1974 - 1986

Prior to transitioning from travel agent to information technology, I was an agent and agency owner. I also worked for multiple travel agencies using Sabre, Apollo and System One GDS’.

Education

California Health & Human Services Data Center 2003

Certificate, Software Project Management

New Horizons Learning Center 2001 - 2002

Course of study, Microsoft Certified Systems Engineer

Institute of Certified Travel Agents (now The Travel Institute) 1978 - 1985 & 2006

Certified Travel Counselor (CTC), Travel Agency Management

Australia Destination Specialist (DS)

American River College 1972 - 1975

Business major

Sacramento City College 1970 - 1971

Accounting major

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