Michael Kirkpatrick

• Oversaw warehouse staff and maintained efficiency in fast-paced environment.
• Coordinated driver dispatch to accomplish daily delivery requirements.
• Tracked production and quality control systems to proactively identify deficiencies.
• Organized records of materials , schedules and completed orders.
• Developed and maintained knowledgeable and productive team of employees.
• Integrated warehouse operations with existing and new business processes.
• Reduced worker accidents by implementing improved safety standards and monitoring procedures.
• Created and enforced detailed organization processes to increase quality and service standards.
• Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
• Divided and categorized cargo received and redirected shipments in response to customer requests.
• Conducted research to address shipping errors and packaging mistakes.
• Led improvement initiatives to advance operational efficiencies and increase revenue.
• Reviewed established business practices and improved processes to reduce expenses.

• Unloaded, sorted and stored incoming merchandise.
• Managed receiving team, overseeing training, schedules and work assignments.
• Conducted counts and audits of inventories to identify and resolve discrepancies in records.
• Enhanced performance of receiving dock associates through training, guidance and motivation.
• Verified deliveries against paperwork and contacted vendors to resolve discrepancies.
• Managed inbound receiving departments.
• Investigated and adopted optimal shipping and receiving strategies by selecting best carriers, routes, and methods to minimize costs and enhance schedules.
• Organized storage areas to optimize materials movements and minimize labor hours.
• Gathered and processed merchandise returns.
• Documented safety action plans, quality initiatives and team performance into computer system.
• Reviewed established business practices and improved processes to reduce expenses.
• Conducted research to address shipping errors and packaging mistakes.

Customer Service Rep/Technical Support Rep

• Responsible for assisting Travel agents with first point of contact resolution of functionality and

format issues, within the Worldspan / Travelport software environment. Reporting each call

within Service Center. Set many high call achievements for call center.

• Assist Travel Agents with first point of contact resolution regarding issues in travel bookings

acting as liaison between Agents and Airlines, Hotels and Car rental companies.

• Assist Travel agents with first point of contact resolution involving hardware issues, (PC, Printer

and Communication). Was the first ever cross trained employee to handle both functionality and

hardware issues.

Senior Service Rep/Global Escalations

• Senior Service Rep/Global Escalations
• Assist Customer Service Reps in resolution of difficult and out of scope calls for first point of

contact resolutions. Record and document all resolutions in Service Center Software.

• Research and resolve all escalated issues unable to be resolved at first point of contact. Record

and document all research completed and resolutions.

Quality Assurance analyst

• Writing test plan documentation for assigned projects from Technical Design Documents. Bookit

Pro, Go Res, ITV and many others. Won Achievement award for Bookit pro’s excellent

performance.

• Complete testing of assigned projects according to the test plan documents created. Record all

findings and defects in Mercury Quality Center and Service Center for resolutions. Create

Microsoft word documentation for pass or fail detailing all testing for rollout of project.

• Assist programmers with resolutions and testing of any defects found in testing.

Software Engineer

• Create all Test plans, test tools and documentation for assigned projects. The projects include

communications software between travel agencies, internet vendors and end users to the

Worldspan/Travelport Global Distribution System. These projects include Enterprise Gateway,

Nexus Enterprise Gateway, Nexus Tools, Winlcn, Winlcn Tools, SMI, TAS, UAPI, and Pool

Manager.

• Complete all testing including performance, regression and end to end testing of all projects listed

above. Compete and record all test results and defects in Service Center. Assist programmers in

recreation and testing of all defects and performance issues discovered in testing.

• Administrator for all software configurations related to projects listed above. Responsible for

additions, deletions and updates of all customer information.

• July 94 – Aug 98 Customer Service Rep/Technical Support Rep Worldspan/Travelport, Kansas City, Mo
• Aug 98 – Oct 02 Senior Service Rep/ Global Worldspan/Travelport, Kansas

Escalations City, Mo

• Designed enhancements and updates for subsystems of end-user applications software running on local, networked and Internet-based platforms.
• Represented software applications engineering team during large and complex development projects.
• Provided direction and guidance to process improvements and established policies.
• Conducted regression testing and submitted observations to development team.
• Analyzed data to coordinate installation of new systems or modification of existing systems.
• Reviewed project specifications and designed technology solutions that met or exceeded performance expectations.
• Updated old code bases to modern development standards, improving functionality.
• Oct 02 – Sep 05 Quality Assurance Analyst Worldspan /Travelport, Kansas City, Mo
• Coordinated with other engineers to evaluate and improve software and hardware interfaces.
• Collaborated with clients to define solution requirements.
• Collaborated with management, internal and development partners regarding software application design status and project progress.
• Coordinated efficient large-scale software deployments.
• Offered experience with Ruby, Perl, Java and Python.
• Partnered with development team on product development and application support plans.
• Collaborated with fellow engineers to evaluate software and hardware interfaces.
• Provided guidance and mentored less-experienced staff members.
• Sep 05 – Jul 14 Software Engineer Worldspan /Travelport, Kansas City, Mo
• Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
• Tested methodology with writing and execution of test plans, debugging and testing scripts and tools.