Connie Andrade Email and Phone Number

• Achieve consistently high platform reliability and uptime of newly developed digital technology solutions to ensure superior “Digital Show Quality” for Universal’s digital solutions• Partner with PMO & Product for on-time delivery of solutions, proactively mitigate risk of “scope creep” and business impact during transformational change• Supervise and mentor team members in day-to day management and administration of UPR digital transformation• Drive Universal culture of team-member satisfaction through effective communication, planning, risk management, and coaching of high-potential candidates at every level of the organization• Manage my area’s part of the Parks Technology portfolio of projects and enhancements as well as post-production support

• Collaborate with domestic business stakeholders/leaders providing 7x24/365 availability of the Universal Parks and Resorts Systems• Support Release Management and Change Control processes along with other UPR Compliance Initiatives.• Support growth of engineers via hiring, goal setting, development of individual development plans, and performance reviews.

• Responsible to define, develop, test, analyze, and deliver technology solutions related to the Guest and Team Member experience.• Coordinate with team members to facilitate the documentation, training, deployment, configuration and support of applications. • Design, run and monitor software tests on new and existing systems for the purposes of correcting errors, isolating areas for improvement, and general debugging• Technical lead for B2B and B2C online web ticketing systems

• Respond to and resolve production issues in a timely fashion.• Design, develop, test and support applications and databases by evaluating client needs and analyzing requirements.• Quickly identify defects found during the software development and quality assurance cycles

• Write and store IT support documentation in Microsoft OneNote and Confluence.• Utilize ServiceNow to provide excellent customer service to our business partners.

• Support and maintain the Galaxy software, ACS, POS, Kiosks, eGalaxy during on-call rotations.• Perform SQL queries to research and resolve issues found within the software.• Research and resolve Annual Pass FlexPay issues, in turn increasing company revenues.• Facilitating quarterly Galaxy audits and adjusting as needed by the business.

• Assists in the timely departure of the ride by assisting guests to seats and helping to secure ride restraints.• Ensures appropriate safety procedures are followed as instructed.• Train and administer testing to the new hires at the attraction.• Operate the control booth, answer phones, and communicate with the team.

• Assists customers in a friendly and courteous manner.• Effectively responds to questions and requests from customers.• Processes customers’ transactions accurately and efficiently.• Solicits customers to apply for Kohl’s charge.• Opens new accounts in accordance with Company standards.

• Sell products before stadium shows and from carts stationed around the park.• Actively sell the experience of playing a game or purchasing a novelty item.• Achieve or exceed sales goals.

• Operates a cash register, receives payments of cash, checks and charges from customers or employees for goods or services, making change and issuing receipts or tickets to customers.• Provides the highest quality of service to customers at all times.