Interim Manager, Transaction Processing Solutions TRX, Inc. (Travel Agency Services & Software Support)11/2005 – Present Atlanta, GA 30329- Managing an international team of developers (US & India) responsible for developing web based travel agent software used for managing client exception processing such as airline exchanges, schedule changes, refunds, and voids.- Supervising redevelopment, testing, and maintenance for a web-based travel agent application used by approximately 1,500 users in the US and Asia.- Performing requirements gathering for complex projects including connectivity to multiple GDSs for multi-billion dollar clients and data modeling initiatives for a new product for reconciling payouts for Debit Memos, Lost Ticket Applications, Split Payments, and Agent Error related refunds with the responsible department or system- Developing business processes and metrics for reduced defects, increased departmental effectiveness, and effective communication to clients and external departmentsClient Integration Lead TRX, Inc. (Travel Agency Services & Software Support)9/2003 – 11/2005 Atlanta, GA 30329- Managed entire projects through the entire development life cycle developing agent desktop web applications for use by call center agents including external clients; this project included travel to regional call centers to supervise beta testing and training- Performed analysis of equipment usage to determine additional resource needs for purchase orders - Facilitated continuous improvement teams to resolve product defects and coordinate escalation with other departments- Authored collaborative functional requirement documents for automating manual processes and decreasing the costs of agent errors including user administration and security modeling- Performed management responsibilities periodically including decision making for development tasks and production issue resolution Process Analyst TRX, Inc. (Travel Agency Services & Software Support)7/2002 - 9/2003 Atlanta, GA 30329- Acted as project manager for continuous improvement teams coordinating process reengineering and automation projects- Developed business processes and metrics to increase efficiencies and determine areas for further improvement through Six Sigma based principles- Consulted internally to department heads regarding departmental goal setting and execution- Authored requirement documents to propose technological improvements for process improvements and decrease costs through computer automation- Managed project timelines and communicated project status through weekly meetings and regular written reportsBusiness Applications Analyst - SAP R/3 Siemens Dematic Electronics Assembly Systems, Inc. 3/2002 - 7/2002 Norcross, GA 30071- Harmonized all business processes with the help of an international team of business experts for Siemens Dematic EAS for implementation of a single SAP R/3 system shared by business units in Germany and the United States - Worked with managers in all parts of the business including Sales, Field Service, Accounting, Material Handling and IT to identify areas for immediate review and redesign- Redesigned business processes identifying opportunities for improvement and incorporating relevant business metrics- Performed quality assurance for the SAP project to ensure required business functionality in the Sales and Service areas- Provided Webmaster/System Administrator backup support for maintenance of the company IntranetQuality Systems Analyst Siemens Dematic Electronics Assembly Systems, Inc.10/1999 - 3/2002 Norcross, GA 30071- Responsible for defining and implementing business wide measurement systems, including goal setting and oversight of reporting to Siemens AG - Performed on-site supplier audits at global suppliers in North America and Europe in support of new branded product development - Facilitated Continuous Improvement Teams to drive change management for reduced customer implementation costs and product improvements participating in a company wide effort to implement Six Sigma- Webmaster/System Administrator, managing Quality Management System documentation on the company intranet - Supported ISO 9001/2 certification as a Lead Auditor including internal auditor training, audit planning, corrective action, and continual improvement- Worked with an international team of internal experts and consultants to develop a global customer satisfaction program implemented in Europe, Asia and the Americas- Conducted on-site evaluations at customer facilities to measure quality process compliance and for complaint managementService Measurements/Controls Analyst Siemens Energy & Automation, Inc.11/1997 - 9/1999 Norcross, GA 30071- Performed monthly analyses of service metrics as well as communication of those metrics to Siemens AG- Executed a nationwide recruiting program from the ground up including travel to technical universities around the US to interview potential candidates for Field Service positions- Personally conducted a customer satisfaction survey campaign throughout North America using paper and telephone surveys- Supported Siebel implementation in the Service Department with requirements for customization and user testing- Supported ISO 9002 certification as a Departmental Champion and internal auditorCustomer Service Coordinator Siemens Energy & Automation, Inc.7/1997 - 10/1997 Alpharetta, GA 30005- Responsible for generation of Field Service metrics as well as reporting those metrics to Siemens AG- Supplying customers with spare part availability and pricingTRAININGCustomer Satisfaction Measurement Facilitator I: The "Basics"Process Mapping ISO 9001:2000 Lead Auditor TrainingTransitioning to ISO 9001:2000 Recruiting, Interviewing and Selecting EmployeesProject Management Framework Introduction to Six Sigma Project Management Processes