Supervised team of 12 Technical Engineers maintaining 155+ interactive television and/or mobile app solutions installed on board ships from several major cruise lines (RCCL, NCL, Carnival, Costa, etc.) and resorts in the U.S. and Caribbean.• Created and administered schedule to ensure 24/7/365 coverage.• Organized preventative maintenance and high priority incident global travel.• Managed tickets within the Jira system.• Handled escalation of tickets to other departments internally, as necessary.• Coordinated delivery of software patches/upgrades and deployment betweendevelopment department, support department, and customers.• Established format and compiled monthly ticket status reports for customers.• Analyzed and reported on customer feedback.• Established guidelines for billable time via comments in Microsoft Dynamics SL.• Reviewed time entry and coordinated customer invoicing with corporate accounting.

Successfully directed System Engineers and In Room Consultants in deploying interactive television solutions on board nine cruise ships.• Developed project timelines from inception to implementation and system activation.• Managed equipment ordering, inventory, and delivery to project sites.• Coordinated software delivery with development team.• Supervised pre-build work and testing.• Coordinated overseas travel, accommodations, and expenses for all team members. • Supervised and assisted with all aspects of system installation while on-site.• Effectively collaborated with other vendors and the customer.• Supervised customer training on system usage and troubleshooting.• Organized post project repository of system documentation for technical support.

Motivated team of In Room Consultants to install, program, and troubleshoot interactive television equipment in all rooms on board several cruise ships.

Worked as the interactive television vendor on board multiple cruise ships. Resolved technical issues, rotated movie content, managed guest disputes.