Sheldon Fernandez
Orlando
Summary
Results-driven professional with expertise in managing complex integration projects and enhancing client satisfaction. Skilled in fostering collaboration between technical teams and clients to ensure effective project execution. Focused on optimizing service delivery and streamlining processes to promote team growth.
Overview
9
9
years of professional experience
Work History
Service Delivery Engineer
Sabre Inc.
Orlando
03.2022 - 02.2026
- Managed end-to-end delivery process from initial onboarding through troubleshooting to ensure client satisfaction.
- Bridged the gap between technical teams and customers acting as a technical advisor and solutions consultant.
- Manage the integration of 3rd party and airline proprietary products with the Radixx Platform.
- Oversaw the successful implementation, support, and service structure of PSS migrations and new airlines set up on the Radixx Platform.
- Facilitated setup of Sabre Payment Gateway (SEPG) for new clients and migrations, enhancing transaction capabilities.
- Provide consulting services to airlines as an SME of the Radixx Res platform.
- Interfaced with client executive leadership to clarify goals and align expectations.
- Manage client environment upgrade activities from a Delivery organization standpoint.
Customer Success Specialist
Stax
Orlando
01.2021 - 02.2022
- Ensured merchant expectations were exceeded through intimate knowledge of the Stax platform and exceeded established service level agreements with our clients and partners.
- Enhanced merchant end-user experience and retention through proactive engagement and support.
- Resolved merchant billing and account concerns, delivering white-glove service to foster strong client relationships.
- Guided merchants through Payment Card Industry Compliance, ensuring confidence in secure processing of customer cardholder information.
- These responsibilities touched all aspects of the merchant journey, from on-boarding to customer retention.
- Worked closely with development and IT teams to identify positive and negative trends in merchant production environments.
- Built and managed payment gateway connections that allowed for card processing through a software-level handshake between third party processors and the Stax platform.
Client Support Specialist
Radixx Intl
Orlando
01.2017 - 01.2020
- Interfaced in full production process for Radixx Software Suite ensuring system-wide stability and quality assurance.
- Addressed client concerns while engaging in quality assurance testing and managing system-wide stability.
- Utilized reporting to proactively resolve client system issues and meet service level agreements for ticket and issue resolution times.
- Coordinated client emergency scenarios to enhance communication and resolve issues effectively.
- Engaged with airline IT professional in facilitating navigation of Radixx products to meet initiatives.
- Acquired proficiency in quickly understanding new technical systems and swiftly responding to customer demand.
- Created and maintained knowledge base materials, allowing seamless on-boarding of new team members.
- Contributed to every step of the production process for the Radixx Software Suite.
Skills
- SLA management
- Project management
- Stakeholder Management
- Change management
- Risk management
- Quality assurance
- JIRA
- Salesforce
- Planning and Execution
Timeline
Service Delivery Engineer
Sabre Inc.
03.2022 - 02.2026
Customer Success Specialist
Stax
01.2021 - 02.2022
Client Support Specialist
Radixx Intl
01.2017 - 01.2020