Stephen Lopez

Experience

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  Pegasus Solutions

  May 2000 - Apr 2015

  • Manage a team of 7 Business Analysts and System Engineers responsible for implementing Pegasus proprietary software for customers located in the Americas and Asia Pacific• Manage a team of 6 Business Analysts and System Engineers responsible for certifying and implementing external vendors onto the Pegasus Electronic Distribution System (Switch/UD)• Customers include LaQuinta, Extended Stay America, Expedia, Trivago, Kayak, Priceline, Hotwire, TripAdvisor and many independent hotels• Products include: Property Management Systems (PMS), Central Reservation Systems (CRS), Meta Search Engines, Revenue Management Systems (RMS), Loyalty Program Systems (LPS), Internet Booking Engines (IBE), Online Travel Agents (OTA) and Global/Alternative Distribution Systems (GDS and ADS)• Reduce implementation and certification start times from six months to under 30 days• Provided both internal and external custom reports through SQL scripting within the Oracle database Show less

  • Professional Services Manager

    Jan 2013 - Apr 2015

  • Manager, Technical Services

    Dec 2011 - Jan 2013

  • Certification Manager, Quality Assurance

    Jan 2010 - Dec 2011

  • Quality Assurance Lead

    Oct 2007 - Jan 2010

  • Performance Metric Analyst - Customer Support

    Sept 2005 - Jan 2010

  • Support Supervisor/Trainer

    Jun 2002 - Sept 2005

  • Support Analyst I/II

    May 2000 - Sept 2005
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  Multi-Systems Inc.

  Jun 2015 - Oct 2017

  • Managed technical support team of 100+ employees and document costs, impacts, and services• Lowering support costs while improving customer and employee satisfaction• Manage vendor relations, service level agreements, and training for staff• Enforce and improve support documentation and maintenance strategies• Define and communicate strategies for developing and improving service, response times and organic sales Customer Care Manager for Extended Stay America Hotels• Acted as liaison between the client and the support and sales departments• Attended all client functions including trade shows, quarterly reviews, support and sales meetings• Performed as project manager for all client projects and initiates• Managed support activities and improved SLA levels and customer satisfaction• Created all client facing reports and documentation

  • Director of Support Operations

    Feb 2016 - Oct 2017

  • Customer Care Manager

    Jun 2015 - Feb 2016
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  Genius Avenue

  Mar 2018 - Apr 2020

  Genius Avenue leverages state of the art digital technologies, industry expertise and partner relationships to optimize go to market strategies for insurance industry and related product and service companies, distributors and sponsors. Genius Avenue meets today’s consumers' demand for digital engagement for purchasing, payments, access to relevant products and services and personal relationship. Digital technology and human centered design = Genius Avenue FinTech solutions.

  • Sr Business System Analyst / Product Owner

    Mar 2019 - Apr 2020

  • Business System Analyst

    Mar 2018 - Mar 2019
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  Solera Health

  Jun 2020 - May 2021

  • Scrum Master

    Mar 2021 - May 2021

  • Sr. Technical Analyst

    Jun 2020 - Mar 2021
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  CampusLogic

  Jun 2021 - Jul 2022

  Sr. Business Analyst
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  Ellucian

  Jul 2022 - now

  Business Intelligence Manager