Don Holloway

Experience

• 

  Brent Council

  Sept 2003 - Aug 2004

  Secondary-School Teacher

  Qualified Teacher Status for KS3, KS4 and A-Levels state secondary-school Information and Communication Technology (ICT) teaching, Years 7 through 12 as well as A-Levels (England and Wales).

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  Newmarket, an Amadeus company

  Sept 2004 - Aug 2010

  Software Support Analyst / Technical Trainer

  EMEA-wide second-line escalation customer and technical trouble-shooting application support of Newmarket International’s range of hotel booking and catering software suite aimed at high-end hotels and chains: Delphi.fdc (on Salesforce.com platform), Delphi SPE, Delphi MPE, Global SFA, Market Vision, MeetingBroker, and Delphi Diagrams. Full product and support procedure familiarity, including immediate dial-in access to customer systems. Also extensive exposure to and troubleshooting of Seagate Crystal 8.5 and XI. Newmarket products sit on SQL Server so furthered my familiarity with SQL. Conducted on-site client software configuration and training of the above products as well, throughout EMEA region and Australia. Consistently received high marks from customer-survey feedback, resulting in multiple company-wide performance recognition awards. Worked within a team of six analysts. Show less

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  Henan Polytechnic Institute

  Sept 2010 - Jun 2011

  Teacher of English as an Additional Language

  Taught university students English language, composition, literature, and culture

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  Amadeus

  Jul 2011 - Jan 2017

  Software Support Analyst / Technical Trainer

  EMEA-wide second-line escalation customer and technical trouble-shooting application support of Newmarket International’s range of hotel booking and catering software suite aimed at high-end hotels and chains: Delphi.fdc (on Salesforce.com platform), Delphi SPE, Delphi MPE, Global SFA, Market Vision, MeetingBroker, and Delphi Diagrams. Full product and support procedure familiarity, including immediate dial-in access to customer systems. Also extensive exposure to and troubleshooting of Seagate Crystal 8.5 and XI. Newmarket products sit on SQL Server so furthered my familiarity with SQL. Conducted on-site client software configuration and training of the above products as well, throughout EMEA region and Australia. Consistently received high marks from customer-survey feedback, resulting in multiple company-wide performance recognition awards. Worked within a team of six analysts. Show less

• 

  Peace Corps

  Jan 2017 - Dec 2018

  Teacher of English as an Additional Language

  English teacher from Year 3 through Year 12 at an Albanian state school following mandated Albanian Education Ministry curriculum.

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  TELUS International Ireland

  Feb 2019 - now

  Overseeing the day-to-day ongoing quality control and review of team of sixteen members tasked with implementing and integrating payment-processing solutions to customer deployments across EMEA region. Overseeing operational team of fifteen members for quality of fraud risk and credit risk reviews performed. Reviewing customer accounts for signals of potential credit risk including general assessment, duplicate account creation, large transfers, expiring current reserves in place, processing volume. Additionally evaluating appeals from customer accounts that were recently offboarded for concerning credit risk signals. Reviewing customer accounts for signals of potential fraudulent activity and acting on how to determine a course of treatment. Functioning as a member of the product specialist team fielding customer queries relating to the technical implementation and use of financial-technology products for online-payments processing.

  • Team Quality Lead for Implementation Services for a financial-technology client contract

    Jan 2023 - now

  • Team Quality Lead for Risk and Credit Underwriting for a financial-technology client contract

    May 2022 - Dec 2022

  • Credit Operations Underwriting Team Member for a financial-technology client contract

    Oct 2021 - Apr 2022

  • Risk Underwriting Team Member for a financial-technology client contract

    Feb 2021 - Oct 2021

  • Priority Services Product Specialist for a financial-technology client contract

    Feb 2019 - Jan 2021