Doug Bulfin
Software Implementation Professional
Frankfort,IL
Summary
It is my ambition to contribute and expand my multi-faceted experience with an organization dedicated to challenging the status quo. In an effort to secure a rewarding and challenging position, which will utilize my skills, abilities, and experience with an organization allowing for personal and professional growth.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Senior Support Analyst
Focalpoint Holdings
Colts Neck, NJ
02.2021 - 06.2023
- Provided a smooth transition from implementation to support with white glove service.
- Installed and trained Promptly's web-based software.
- Troubleshot technical issues virtually.
- Promoted from Subject Matter Expert to Senior Support Analyst after 1 year.
- Oversaw and supported all high-profile clients, including the largest practice in the NY, NJ, and PA tri-state area.
- Ran analytics to help increase revenue and utilize other software features for my clients and their staff.
- Created training materials for staff and clients.
- Strong background in graphic design and highly creative allowing me to create promotional materials about software.
- Managed Freshdesk and triage all tickets submitted by clients
- Ensured that each practice that went through implementation comes over to support without missing a beat, by coordinating virtual meetings prior to client going live with the Promptly software.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Provided empathy, compassion, and ownership of client issues or complaints.
- Ability to work well under pressure with little to no supervision.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Connected to computer of client using remote link to install new programs and applications.
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
SYSTEMS INSTALLER/TRAINER
ENG Infotech
Parsippany, NJ
12.2018 - 05.2020
- Installed and Trained hotel General Managers, 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 Corporate, and a team of installers to accomplish goal of migrating 900 LaQuinta hotels from Night Vision 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 offered support to colleagues to troubleshoot technical and PMS related issues.
- Selected to join a 5-person “Tech Team” to migrate all franchised properties from Wyndham's managed network.
- Worked remotely with my assigned properties, and their on-site techs across North America to migrate their ISPs from the managed network to ISP of their choice.
- This required remotely logging into all PCs 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 was laid off, and I was assigned to work with a 3rd party company called Directly, to provide tech-support for all Wyndham properties via chat combined with their proprietary AI software. This was necessary to take questions via chat off the hands of Wyndham's HTCS staff, due to the pandemic and the impact on the industry.
- Maintained accurate records of customer service calls and inputted all information into company's database.
- Communicated effectively with customers, answering questions and concerns regarding systems.
Technology/Social Media Marketing Specialist
Mark's Custom Auto Interiors
New Lenox, IL
06.2018 - 12.2018
- Boosted reach by creating digital content, managing scheduling, maintaining social media accounts and reporting analytics to measure engagement.
- Managed social media accounts on day-to-day basis to increase company recognition by creating engaging content.
- Strategized and developed video content for client's website and social media publications.
- Collaborated with sales, product management, and web development teams to create specific marketing campaigns across multiple platforms.
- Increased user base by promoting brand awareness and launching key marketing efforts.
- Trafficked advertisements to target audience using specific algorithms for focused exposure.
- Researched and identified new opportunities for increasing company's social media presence.
- Researched current trends and best practices to develop innovative and impactful campaigns.
Reservations Coordinator
Radisson Blu Aqua Hotel Chicago
Chicago, IL
01.2014 - 06.2018
- Managed all group room blocks and hotel inventory to maximize revenue for owners.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Handled reservations and answered questions from interested patrons for busy 415-room hotel.
- 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.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Offered appropriate reservation options based on expected attendees when coordinating events and conferences.
- 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 heads 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.
- Managed 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, Front Desk Supervisor, Reservations Coordinator, and Director of IT.
Education
Computer Science & Psychology
Joliet Junior College
06.2000 - 05.2003
Eureka College
Eureka, IL 08.1999 - 05.2000
Skills
SaaS
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Senior Support Analyst
Focalpoint Holdings
02.2021 - 06.2023
SYSTEMS INSTALLER/TRAINER
ENG Infotech
12.2018 - 05.2020
Technology/Social Media Marketing Specialist
Mark's Custom Auto Interiors
06.2018 - 12.2018
Reservations Coordinator
Radisson Blu Aqua Hotel Chicago
01.2014 - 06.2018
Computer Science & Psychology
Joliet Junior College
06.2000 - 05.2003
Eureka College
08.1999 - 05.2000
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