Doug Bulfin
Lockport,IL
Summary
Delivered successful project outcomes to end-users by fostering collaboration among teams to implement change. Enhanced career by targeting positions that utilize a broad skill set for enhanced growth.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Success Manager
Hy-Test
Crestwood, IL
03.2024 - 11.2025
- Providing high-end customer service during all interactions.
- Screen phone calls and emails for executives, providing accurate information or redirecting inquiries to appropriate staff members
- Created efficient filing systems both electronically and physically to ensure easy retrieval of important documents
- Implemented an electronic document management system that improved efficiency by reducing paper and waste.
Senior Support Analyst
Promptly
Remote
02.2021 - 03.2024
- Oversee transition from implementation and Go-Live to support team with white glove service.
- Assist clients with troubleshooting software.
- Developed implementation process from initial client call to Go-Live date.
- Support and respond quickly and efficiently to internal and external emails.
- Responsible for creating and sending software updates with MailChimp.
- Run analytics to help increase revenue and utilize other software features for my clients and their staff.
- Create training materials for staff and clients. Strong background in graphic design and highly creative.
- Manage Freshdesk and triage all tickets submitted by clients.
- Ensure that each practice that has went through implementation comes over to support without missing a beat, by coordinating calls prior to client going live with our software.
- Providing empathy, compassion, and ownership of client issues or complaints.
- Implement and train office staff remotely on software.
- Ability to work well under pressure with little to no supervision.
Information Technology/Social Media Specialist
Mark’s Custom Auto Interiors
New Lenox, IL
06.2018 - 12.2021
- Web Designer
- IT Systems Manager - Streamlined technologies for client by implementing Google Suite for all PC’s and trained staff.
- Managed databases, Users, and Company Information.
- Interfaced all PC’s to work together and built user accounts for staff.
- Created and managed social media outlets.
- Rebuilt website from the ground up. Migrated website to new hosting service.
- Increased revenue by 75% by creating and driving company awareness across google and social media platforms.
- Listed as #1 on Google for this niche family owned business.
- Grew Facebook account to close to 1,000 fans, along with engaging with followers, answering questions via chat, and relaying appointments into a streamlined Google Suite calendar to modernize, and alert Owner and staff of new jobs/tasks. Set up and linked Owner’s phone to receive emails and notifications.
- Managed Instagram account to link with website, and Facebook making it easy for the owners to post content and duplicate across Google, Social Media and post automatically to website.
- Www.markscustomautointeriors.com
Software Installation Specialist
ENG Infotech
Parsippany-Troy Hills, NJ (Remote)
12.2018 - 05.2020
- Installed and Trained hotel General Mangers, Front Desk & Reservations Staff on a new Property Management Software, SynXis.
- Provided properties with tech-support, training and assistance with this new software migration for hotels nationwide.
- Collaborated with Wyndham, and a team of installers to accomplish goal of migrating 900 LaQuinta hotels from NightVision PMS to SynXis PMS in one day! (Migration Successful)
- Followed up with properties post-migration to assist with additional training, IT/technical and interface issues and support for hotels.
- Tasked with interface project to coordinate with properties that did not have their interfaces syncing with the new PMS SynXis. Working with vendors on-site or remotely to configure interfaces by collecting information on baud rates, bit size, parsing information, and comm ports to ensure proper configuration for the following interfaces: Mitel, Centigram, Call Accounting, Ingenico and Lodgenet.
- Continuously offer support to colleagues to troubleshoot technical and PMS related issues.
- Selected to join a 5-person “Tech Team” to migrate all franchised properties off of Wyndham’s managed network. Worked remotely with my assigned properties, and their on-site techs across North America to migrate their ISP’s off of the managed network to ISP of their choice. This required remotely logging into all PC’s on property to migrate their new ISP and DNS settings, while dropping a line of code simultaneously to cut their connection to the managed network at the Dallas Data Center, while not causing any disruption to operations.
- Due to COVID-19 my team were laid off, and I have been assigned to work with a 3rd party to provide chat tech-support for all Wyndham properties via chat combined with their proprietary AI software. This is necessary to take questions via chat off the hands of Wyndham’s HT CS staff, due to the pandemic and the impact on the industry. This is not a job, but rather a side gig for experts on the software.
Reservations Coordinator
Radisson Blu Aqua Hotel Chicago
Chicago, IL
- 06.2018
- Making new reservations through Opera, and managing inventory to maximize revenue for our owners.
- Managed all group room blocks and hotel inventory to maximize revenue for owners.
- Provided on-site and remote Opera PMS training for Front Desk staff, as well as on- boarding new Managers.
- Coordinated with Sales & Catering utilizing Opera & Sales Force Amadeus for communication and measurement.
- Sales & Catering
- Assisted with tracking and distributing sales leads and tracking business.
- Provided support for maximizing meeting space, and sales.
- Managing accounts for future and prior bookings.
- Provided support for RFP’s & BEO’s.
- Assisted with support to create, modify and schedule reports.
- Assisting Sales & Catering with Sales Force troubleshooting to provide best experience for operations and guests.
- Managed all Opera users, and configured settings/permissions per user needs.
- Managed hotel interfaces on-site and remotely 24/7.
- Collaborated with GM and all department directors & managers to ensure all client/user needs expectations are met and exceeded.
- Creating booking links for guests to book directly through Radisson Blu brand website by working with Sales & Catering, group/corporate contacts, and planners along with wedding planners & brides.
- This included large city-wide conferences, as well as all large corporate groups, corporate meetings and social groups such as weddings and galas.
- Awarded Employee of the Month for April 2017
- Recognized consistently for outstanding performance via internal platforms and publicly on Tripadvisor.
- Generated revenue by selling and securing guest room reservations that best fit the needs of guests/clients via phone and email.
- Driving brand loyalty for Radisson Hotel Group as Radisson Rewards Ambassador.
- Responsible for meeting and exceeding goals for Radisson Rewards.
- Creating new Yoy goals each month for all Front Office staff.
- Repeatedly ranked #1 for hotel, and remained on leader board in top 10 for North America.
- Promoted internally five times holding the following positions: Guest Services Agent; Overnight Supervisor; Reservations Coordinator; Reservations & Group Reservations Coordinator; IT Systems Manager
- Manage rate codes, and package elements associated with each rate code.
- Provided task force training by on-boarding new reservation agents, and working with CRS agents at Radisson’s call center in Omaha, Nebraska
- Monitored market competition daily and sold guest rooms based on demand and comp set.
- Tasked with achieving internal goals, while selling the best room at the best price.
- Responsible for inputting, managing and setting up billing for all transient, BT and group reservations (including city-wides). Managing and monitoring FIT’s and OTA’s through extranets, as well as keeping in close contact with their local representatives.
- Simultaneously managing hotel inventory, as well as monitoring ADR, and reviewing weekly STR Reports to ensure we are getting our “fair share.”
- Managed website by developing and loading guest room packages.
- Attended and contributed to daily sales meeting, weekly group resume meeting, weekly YIELD meetings, and weekly accounting meetings.
- Responsible for all credit card authorization forms, by inputting and setting up routing accordingly. Ensuring PCI compliance with all hotel guests, as well as the large corporate accounts, and all business booked with Sales & Catering department.
- Worked in multiple roles: Front Desk, Night Audit, Reservations (transient and group), PBX, Business Class Lounge, and IT Systems Management.
Education
Associate of Arts - Graphic Design
Joliet Junior College
08.2003
Psychology
Eureka College
06.2000
High School Diploma -
Lincoln-Way Central HS
06.1999
Certification
- Driver's License
- Driver's License November 2022 to January 2026
- Non-CDL Class C
- Remote Pilot Certificate
- CompTIA A+
Work Experience
01-2014
Links
https://www.linkedin.com/in/doug-bulfin-%200018609116
Timeline
Client Success Manager
Hy-Test
03.2024 - 11.2025
Senior Support Analyst
Promptly
02.2021 - 03.2024
Software Installation Specialist
ENG Infotech
12.2018 - 05.2020
Information Technology/Social Media Specialist
Mark’s Custom Auto Interiors
06.2018 - 12.2021
Reservations Coordinator
Radisson Blu Aqua Hotel Chicago
- 06.2018
Associate of Arts - Graphic Design
Joliet Junior College
Psychology
Eureka College
High School Diploma -
Lincoln-Way Central HS