Manager Support

Guy Cauthen **** Boulder River Trail

McKinney, TX 75070

Cell 214-***-****

Email: ************@*****.***

Objective Seeking a responsible position which offers challenging as well as rewarding opportunities for growth and advancement.

Summary 24+ years travel industry experience onboarding and supporting GWS and uAPI access product API’s

Education Associates in Arts in Business Administration

December 1983

Lee College of Baytown, GPA. 3.46

Honors: Distinguished Scholar

Experience Travelport August 1995-April 2020

Austin TX, Atlanta GA, Denver CO & McKinney TX

Duties:

Provide consulting to customers and partnering with them to more efficiently develop web products that utilize the company ecommerce travel platform.

Provide consulting support for Travelport’s legacy products Galileo Web Services (GWS) & XML Select as well as the flagship product Universal API (uAPI) across all GDS core systems Galileo, Apollo and Worldspan

Utilize tools such as XML Spy & SOAPUI to test transactions and build shop/price book workflows using common web protocols HTTP, SOAP and XML in a PaaS environment.

Collaboration with internal and external development project teams to assess dependencies, estimate work effort, participate in design, transaction usage and short-term and long-term project planning.

Perform and document analysis of existing customers XML workflows and transaction usage to maximize their revenue growth potential.

Serve as the top tier escalation point for high volume and strategic customer issues

Partner with our sales and development teams to address and resolve escalated issues

Manage resolution of priority customer issues and provide timely and relevant feedback

Provide metrics to management teams to demonstrate cost savings or revenue gains

Monitor customer error logs to minimize core system overhead and transaction failure rates

Advise customers with assessment of potential impact from new or enhanced API Product functionality.

Identify, reproduce, report and in some cases provide workarounds for design oversights in proprietary products

Work with customers to migrate from Apollo and Worldspan to the Galileo GDS as part of the single core initiative

Work with high volume and strategic accounts to troubleshoot and resolve application functionality issues

Work with Business Analysts & development to escalate product enhancements & fixes

Provide training to 1st & 2nd tier API support representatives regarding product information & functionality

Act as a subject matter expert over an array of 3 varied products to internal support and commercial teams.

Manage various regional product support teams including Asia Pacific, Americas and UK based teams ranging in size from 3-18 RFTs.

References Available upon request

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