IT Hotel Service Desk Implementations ITIL

CRISTIAN A. BURKETT

***************@*****.*** 410-***-**** www.linkedin.com/in/cristianburkett

Professional Summary

Strong information technology professional skilled in Enterprise Software, Software Implementation, Systems Integration, Hotel Management, and the Hospitality Industry. Proven success in building motivated and productive customer service support teams by means of IT Service Management. Lead teams to create solutions, application development and achieve successful results to complex problems through analyzation, collaboration, streamlining operations, Incident, Problem and Change Management. Extensive knowledge in hotel operations, systems and integration specifically with OPERA PMS.

SKILLS

Oracle / SQL

Service Now

Windows Server

Motivator / Mentor

Streamlining Operations

ITIL V3

Central Reservation Systems

Property Management Systems – Opera PMS

Solutions / Knowledge Base Creator

EXPERIENCE

Lionbridge Hyatt Hotels Memphis, TN January 2020 – March 2020

Senior Technical Project Manager

My team directly impacts and touches over 750 hotels worldwide and the thousands of users that use the property management system daily.

Frequent consulting with Business Analysts, Systems users and Support teams to determine system functional specifications and requirements.

Responsible for PMS design, upgrading, testing, migration and implementation of approved projects.

Act as level III technical support for internal and external customers.

Working knowledge of the following systems include Opera PMS, SQL / Oracle Database, Windows Server, Splunk, Active Directory, Service Now, Citrix, Rundeck

Marriott International Boston, MA & Memphis, TN October 2013 – April 2019

Service Desk Manager

Led a team of technical support analysts.

Decreased customer case count and increased employee production through software enhancements.

Developed best practices and solutions for several property and above property hotel applications.

Increasing employee efficiency, productivity, and quality with case management.

Implemented SLA’s and standard operating procedures for case management and software upgrade process.

Identify software defects and collaborate with development teams to enhance and improve the product.

Oversaw high priority hotel systems integration escalations.

Key part of systems integration team successfully converting 600 plus Starwood hotels to Marriott brand.

Trained employees on implementing and supporting new hotel technologies.

Level 2 Support Analyst May 2011 – October 2013

Technical expert for 600+ global OPERA\IPS hotel properties

Resolved cases requiring in-depth knowledge of technical systems including OPERA PMS, the Central Reservation System (CRS), OPERA/CRS interface, and revenue management software.

Collaborated with hotel management, Level 1 Customer Support, Business Analysts, and development teams to implement solutions.

Oracle \ Micros Systems, Inc. Columbia, MD May 2008 – May 2011

Implementation Support Manager

Managed and direct a team of high-level technical software support analysts.

Served as a primary technical escalation resource for Level 2 Analysts, Implementation Managers, Product Consultants, Project Specialist, and clients implementing and upgrading OPERA Enterprise

Enhanced and built knowledge database of solutions used globally

Increased the efficiency of solving cases by developing a repository of common cases and solutions

Implemented a standard for capturing all relevant data needed for case management.

Product Specialist April 2007 – May 2008

North American Product Specialist for Opera Vacation Ownership (OVOS)

Authorized all OVOS contracts for potential customers.

Supported the development of the long-range objectives and goals of the OVOS product.

Recruited, trained, and supported the beta properties and oversaw the key components of the product configuration.

Built, maintained, upgraded, and supported several test PMS environments. Tested and applied frequent scripts for development prior to sign up for production client systems.

Implementation Consultant June 2005 – April 2007

Provided high-level technical support and consulting services to Implementation Specialists, Project Managers, and clients implementing and training OPERA PMS.

Resolved hundreds of product cases and created solutions.

Identify software defects and clearly articulate to development team correct functionality.

Implementation Specialist September 2003 – June 2005

Installed, configured, and trained OPERA PMS

Experience with the hotel operations and software setup for major customers including IHG, Fairmont, Ritz Carlton, Four Seasons, Wyndham, Hyatt, Marriott, and Lowes.

Position required 300 plus days of the year traveling.

Hilton San Francisco San Francisco, CA June 2002 – September 2003

Front Office Manager

Led day-to-day operations of the front office for this 4 star 1,907-room hotel

Scheduled and motivated 35+ union team members to provide excellent customer service

Influenced and made decisions regarding forecasting occupancy, room rate price points, and the hotel’s property management system – OnQ

Promoted to manager within six months of Guest Service Representative

Education

Bachelor of Science in Business Administrator

Daniels College of Business - University of Denver Denver, CO

Major: Hotel, Restaurant and Tourism Management - Selected to Deans List Five Quarters

Minor: Psychology

Social and Community Involvement

Certified United States Professional Tennis Instructor

Kappa Sigma Fraternity Member, Formal & Alumni Chair

Membership Chair for University of Denver Hotel, Restaurant and Tourism Society

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