Serves as both Project Manager and Quality Assurance Tester for Disney DuckTales World Showcase Adventure supporting Walt Disney Imagineering and Operations Systems Integration.• Ran daily regression testing of 7 pavilions and 45 gags in order to ensure both software reliability and show quality in order to meet Walt Disney Imagineering standards.• Created and maintained comprehensive project documentation for both onboarding and project turnover within Confluence.• Developed and maintained project Jira board tracking both Show and Game related issues comprising of over 130 bugs.• Created Smartsheet to track overall readiness of both game and show elements in order to provide Walt Disney Imagineering Show Producer with on-demand project status updates.• Created and distributed weekly project update presentations in order to review project scope, timeline, and associated risks to both Park Executives and key stakeholders.• Prepared risk assessment and mitigation presentations in order to give key stakeholders the ability to decide upon crucial project dates.

Serves as both Business Analyst and Quality Assurance Tester for Star Wars GalacticStarcruiser supporting WDPR Technology, Walt Disney Imagineering, OperationsSystems Integration, Disney Central and WDW Resort Operations.• Selected to build sustainment plan and develop testing tools in order to providethe best possible Guest experience.• Responsible for running daily Scrum meetings for Studio Banner and Stark.• Responsible for running weekly backlog grooming sessions to ensure successfulfuture sprint planning.•Responsible for writing User Stories and User Acceptance Criteria for future StarWars Galactic Starcruiser technical enhancements.• Created an Incident Ingestion process for the continuing support andsustainment of Star Wars Galactic Starcruiser.• Created and executed over 500 Test Cases for TravelBox, Guest Service Suite,VINCENT, Resort Activities Editor (RAE), Live Performance Tracker (Palpatine)and Oz Boxes.• Completed end-to-end testing of Datapads and Ship Consoles both on-boardStar Wars Galactic Starcruiser and within Star Wars Galaxy's Edge.• Assisted WDI in completing monthly Guest Play App Testing. This included beingresponsible for device set-up, breakdown, and opening JIRA tickets for anydefects found during each voyage.• Managed product JIRA board encompassing more than 2,000 test cases and1,500 defects.

Served as Subject Matter Expert, Tester and Analyst for Ticketing Replacement Projectworking with a wide range of stakeholders and key partners.• Assisted in generating over 1,000 User Stories and 8,000 pieces of UserAcceptance Criteria in order to be able to test crucial scenarios that pertain toboth the implementation and sustainment of SnApp.• Completed over 2,500 Tests Case Scenarios for User Acceptance Testingresulting in opening over 350 defects.• Worked directly with technology and development partners to test over 70integrated systems including all relevant booking engines and My DisneyExperience.• Provided analysis for business justification in order to prioritize functions criticalto Travel Operations to remain in scope.• Partnered with Instructional Design and internal teams to develop and completethe first Technical training of this size to be completed remotely by TravelOperations.• Provided direct hypercare support for four different lines of business inside ofTravel Operations in order to ensure timely solutions post-launch.

Served as On-Call Support while effectively leading a group of over 40 Cast Members inproviding escalation assistance to multiple operations.• Served as both a Technical and Guest Support Specialist handling My DisneyExperience related escalations from over 17 different Lines of Business.• Partnered with eCommerce Leadership, Application Operations and SystemDevelopers in both communicating and triaging key My Disney Experiencerelated issues.• Built analytical reports in ServiceNow to ensure incidents and trends could betracked and presented by eCommerce Senior Leadership.

Assisted Guests utilizing My Disney Experience with Reservation Claiming, TicketClaiming, Family & Friends Management, FastPass+ and MagicBand Customization.• Proactively resolved technical issues found with Guest accounts andreservations utilizing CastApp, VINCENT and Axis.• Utilized extensive product knowledge and Guest Service skills to assist Guestswith vacation planning and conflict resolution in order to present the value ofMy Disney Experience and all other Walt Disney World products.

• Managed Box Office Cast and ensured the operation ran efficiently whilemultiple sporting events were occurring simultaneously.

• Creatively resolved issues and managed concerns for Disney Guests throughappropriate resolutions in a courteous and efficient manner

Facilitated the implementation and sustainment of MyMagic+ and the Next GenerationExperience in order to produce a seamless experience for both Guests and CastMembers.• Responsible for just-in-time training of all departments in the use of DisneyFastPass+ Service, Memory Maker, My Disney Experience, Touch to Enter,Touch to Identify, Touch to Pay and Virtual Folio.• Served as liaison for Disney FastPass+ Service and My Disney Experiencefocusing on support, improvement and efficiency.• Developed and fostered positive relationships with all Lines of Business inorder to effectively troubleshoot issues.

• Greeted guests and dealt with any questions or requests they would have• Booked dining reservations and handled ticketing for guests visiting the parks• Handled any complaints in a prompt and efficient manner while going above and beyond to ensure the satisfaction of our Guests• Worked alongside Guest Service Managers in finding ways to improve upon daily operations both in our lobby and backstage areas