Kim Laursen1905 Pine Ridge DR Cell: 817-680-3474Bedford, TX 76021 kim_laursen54@outlook.com

LinkedIn: https://www.linkedin.com/in/dansk

EXPERIENCEBritish Airways, Dallas, Texas 10/ 1997 - 11/ 2014 Customer service agent

Implement corporate or departmental policies, procedures, and service standards in conjunction with management.

Interpret and communicate work procedures and company policies to staff. Maintain records pertaining to inventory, Monitor inventory levels and requisition or purchase supplies as

needed. Plan layouts of stockrooms, Network areas. Oversee the daily performance of computer systems. Refer major hardware or software problems or defective products to vendors or

technicians for service. Load computer tapes and disks, and install software and printer paper or forms. Confer with network users about how to solve existing system problems. Train people in computer system use. Notify supervisor or computer maintenance technicians of equipment malfunctions. Record information such as computer operating time, problems that occurred, and actions taken. Consult with users, management, vendors, and technicians to assess computing needs and system

requirements. Provide staff and users with assistance solving computer related problems, such as malfunctions and program problems.

Business implementation manager at British Airways for the Amadeus Altea project. Been using Amadeus since 2001, so know the Airport reservation system, PNR creation, E-ticketing, flight status and so

on. Do understand the departure control system concept, code share. Business policy and rules.

Customer Service Agent 2/ 1995 - 1998Lone Star /Aspen Mountain Air Dallas, TXReservations, Ticketing, Gate, Ramp.

Security 4/ 1994 - 2/ 1995Ogden Allied Aviation Dallas, TXCheck point security, Airline security.

Warehouse Manager 1/ 1991 - 9/ 1992COPENHAGEN INTERIORS, San Diego, CADaily warehouse operation

Private 8/ 1979 - 11/ 1981Danish Defense Personnel Organization. Næstved, Denmark.Nato Unclassified

EDUCATIONHigh School. 6/ 1978Asserbohus Kostskole - Denmark Copenhagen, Denmark

Relevant Experience and Skills Amadeus Altea

Been using Amadeus since 2001, so know the Airport reservation system, PNR creation, E-ticketing, flight status and so on.

Do understand the departure control system concept, code share. Business policy and rules. 13 years working on Altea CM/FLY have an overall understanding of Airline process flow. From 2011 to 2014 I was involved in our Amadeus Altea FLY customer management project that involved

us introducing our business rules and test the system to make sure that it worked the way we intended for it to do.

Keep record of same, once one test was fixed we retested it to make sure that it was what we needed. Had daily meetings with our programing teams to talk about the different stages we were looking at that

week. Made sure to train the end users on the use of the system the right way. Competent using software including: Windows, Word, excel, access, PowerPoint, SharePoint, E-mail, and the

Internet, OneNote. Demonstrated ability to meet the needs of patrons, dependable, hardworking, reliable, and punctual. Work well as a team member or independently. Developed and implemented improved policies and procedures, resulting in improved efficiency and

productivity. Oversee the daily performance of computer systems.

Refer major hardware or software problems or defective products to vendors or technicians for service. Load computer tapes and disks, and install software and printer paper or forms. Confer with network users about how to solve existing system problems. Train people in computer system use. Notify supervisor or computer maintenance technicians of equipment malfunctions. Record information such as computer operating time, problems that occurs Inspected physical condition of equipment and prepared work ordered for testing, maintenance, and repair.

Hold dual citizenship Danish/Us

Languages Danish, English, German, Norwegian, Swedish.

Computer Certifications

• CompTIA A +, Euless, 2/ 2015 - 2/ 2018 - Successfully completed coursework in self-directed, self-paced learning environment. Certificate # Comp001020818358• CompTIA Network +, Euless, TX, 6/ 2015 - 6/ 2018 - Successfully completed coursework in self-directed, self-

paced learning environment. Certificate # Comp001020818358• CCNA R&S, Cisco, Euless, TX, 10/ 2015 - 10/ 2018 - Successfully completed coursework in self-directed, self-

paced learning environment. Certified # CSCO12433714