Oversee delivery and sustainment activities from multiple Software Engineer teams for tier 1 services & applications that power the Digital experience for guests; and enable integration services for third-party resellers to sell and fulfill ticketing transactions. Ensure microservices are performing to optimal levels. Provide ticketing and commerce subject matter expertise to project teams, while ensuring system and service consistency across Orlando, Hollywood, and Japan.Key Accomplishments* Served as a desired mentor to other executives, leaders, and contributors across the company.* Chairperson for team satisfaction committee, driving DEI and other people initiatives. * Critical role in the implementation of a multi-million-dollar Integrated Commerce Experience. * Deployed an online retail shop with new capabilities that drove YoY growth of over 100%* Solutioned and drove the execution of a tech-driven variable-priced ticket program, that increased revenue and had self-service options. * Acted as key resource for the implementation of Galaxy and back-end processes for Hollywood.Core Responsibilities* Subject matter expert for ticketing, trade, commerce, and park operations. * Manage CapEx and OpEx spend for three individual teams, over 25 individuals.* Deliver on the digital roadmap for UPR. * Partner with PMO to identify the number of people required for successful roadmap delivery. * Continuously improve a handful of .NET web applications critical to park operations. * Own the global comp ticket distribution system for UPR, NBCU, Sky Networks. * Thought leader for confidential new ventures with UPR, NBCU, and UBD.

Led a team of Product Managers and Owners who designed Commerce solutions for Universal Parks & Resorts (UPR). Specifically, we designed and enhanced the Integrated Commerce Experience platform used for ticket and vacation package sales through our Web and Mobile applications. Key Accomplishments* Designed creative artifacts for IT Delivery teams for a new Universal Parks & Resorts Vacations (UPRV) booking flow. * Provided oversight for the creation of feature-level documentation to be used for significant improvements to our Core Commerce product management services and a restructure of our Business to Business (B2B) sales platforms.

Directed a team of analysts responsible for the administration and daily management of Universal Orlando Resort's (UO) ticket and add-on product catalog, and e-commerce platform. Partner with Finance, Digital Experience, Information Technology, and Operations to influence design decisions for the development of Guest Experience and Ticketing solutions for UO guests. Key Accomplishments* Contributed an immense base of Ticketing and Access Control knowledge specific to the current platform, the Galaxy® product suite, which enabled the teams to design the best Digital Experience for UO guests. * Created a dynamic sales reporting platform to feed an intricate Business Intelligence system that automates commission payouts for Team Members. * Championed the effort to introduce a cloud solution, Galaxy Connect®, for ticket fulfillment from third-party Resellers - enabling a new technology platform for the Resellers and opening new sales opportunities for our internal Sales partners. Core Responsibilities* Key stakeholder in the Digital Experience Transformation program. * Act as a software evangelist and knowledge expert for the Galaxy® product suite. * Ensure financial integrity between custom-built platforms and existing fulfillment (Galaxy®) and financial platforms (iSeries/AS400 and SAP). * Support Solution Architecture and Digital Experience teams with all aspects of ticketing, fulfillment and access control feature design and development.

Craft technology solutions for Walt Disney Parks and Resorts (WDPR) locations, globally, including all theme parks and their resorts. Manage a team of Solution Architects and Analysts who are responsible for interpreting business requirements, producing comprehensive solutions and delivering development estimates. Ensure the most current Reference Architecture standards are being upheld in the design of all technical solutions. Areas of responsibility for WDPR include Ticketing, Lodging, Food and Beverage, Merchandise, and Transportation.Key Accomplishments* Provided my industry professional knowledge to educate novice teams on Ticketing and Access Control responsibilities, functions and workflows.* Vital resource for a $80M+ project to replace a multi-billion-dollar revenue generating system.* Evaluated replacement options from vendors for three critical business applications.Core Responsibilities* Key stakeholder in technology solutions for Operations and Fulfillment delivery tower.* Ensure technology solutions are high performing, resilient, scalable, and functional.* Enforce use of Reference Architecture i.e. Java, Node, Angular, Oracle and other standards.* Execute on proof of concept development.

Lead the architecture and design of key products and services – primarily the Galaxy® product suite. Foster global relationships by acting as a software evangelist. Through collaboration with internal and external partners, provide the best sustainable technical solution for the product and our customers. Ensure the utilization of the latest technologies throughout the development, project management, and support teams. Key Accomplishments* Architected on-the-fly solutions for prospect business and successfully closed deals.* Vital resource for numerous technical projects, extending millions in revenue for the company. * Challenge software developers and drive the continued use of new technologies.* Participant in execution of the product roadmap.Core Responsibilities* Key stakeholder in all development efforts, driving key software design decisions. * Ensure scalability, support, and functionality of all technology and product solutions. * Architect solutions for internal product development and new customer acquisition.* Drive the implementation of the roadmap.

Develop and foster global relationships by acting as a software evangelist and speaking to the power of the Galaxy® product suite. Create, enforce, and monitor incident management processes, including the execution of Service Level Agreement-based resolution management. Continuously improve processes to enhance the external-facing interaction with customers. Key Accomplishments* Created a new support maintenance tier structure for the customer base; projected to produce a minimum 20% increase in annual software maintenance revenue.* Restructured the Automated Call Distribution configuration to facilitate 100% service levels. * Implemented sustainment model for customer support issues. Core Responsibilities* Build and maintain relationships with key decision makers and C-level executives at customer sites. * Influence buy-in from functional leaders and mobilize change, overcoming inertia. * Distribute workload across multiple tiers of customer support personnel.

Senior leader for 35 employees in the Product / Software Development division. Acted as an advocate for the company’s products and services to customers, prospects, resellers, and vendors globally. Responsible for the successful delivery of software to our global customer base. Translated technical details and requirements into business requirements for executives and technology senior leaders in various business units at many industry verticals, including major theme parks, attractions, zoos, museums and aquariums. Key Accomplishments* Increased support development bandwidth by 40% with improved support workflows. * Implemented an Agile methodology using a Scrum framework for all development efforts; including fixed cost projects.* Organizational improvement that led to internal process time savings of up to 75%. * Reduced average age of support issues by 25% by implementing workflow efficiencies. * Delivered $1MM+ projects to more than 6 global customers.* Created a significant positive shift in team moral by consistently demonstrating trust, respect, honesty, communication, and integrity with all employees. Core Responsibilities* Fulfill Executive responsibilities for the company. * Contributing member in long-term, annual, and quarterly initiative planning exercises. * Encourage the education and implementation of the newest technologies to drive web application development: MVC5, JavaScript, Node.JS, AngularJS, and HTML5.* Create efficiencies through continuous process improvements, including the release process and support/development workflows. * Deliver product expertise to internal and external customers, prospects, and community users. * Ensure developers have access to the right tools for continuous education and improvement. * Produce, maintain, publish, and execute a product roadmap. * Monitor development responsibilities from the Program Management and QA departments.

Manage the Product Solutions department, including the Product Communications, Program Management, and Product Management teams.Key Accomplishments: * Established a release management team to govern the software development, testing, and documentation schedules. * Created a business and financial data cube through SQL Server Analysis Services that is used to promote intelligent key business decisions. * Reduced the number of days to complete a software customization quote by 20%.Core Responsibilities: * Revise and create processes to improve efficiencies for cross-departmental relations. * Monitor and offer guidance for new software development tasks and incoming software issues.* Active and contributing member in manager and executive level strategy meetings. * Continue to establish and refine the Agile software development methodology for the organization.* Motivate, encourage, and promote successful teams, partnerships, and growth. * Continued education in order to preserve a high level of software expertise. * Maintain and drive the software product roadmap. * Deliver software expertise assistance, through: … User Group Meetings… Customer Visits… Trade Show Events

Primarily responsible for the leadership of internal software development projects and teams. Key Accomplishment: * Obtained SIAE (Società Italiana degli Autori ed Editori) Italian tax compliance certificationCore Responsibilities: * Gather detailed requirements for software development initiatives.* Oversee, guide, and manage the Agile software development methodology for project teams. * Conduct meetings, project reviews with customers, and internal staff training. * Continued education in order to preserve a high level of software expertise. * Participated in senior-level management meetings to introduce new ideas and strategies. Awards: * Extra Mile Award – 2011 * President’s Award – 2011

Responsible for the delivery and sustainment of all guest-facing applications, over 20 internal and back-office applications, payment systems and solutions, Microsoft SharePoint for the Resort, and enterprise business intelligence products, including the delivery of Executive Flash reports. Translated technical project details and requirements to the highest level executive staff for capital expenditure requests. Acted as business and operations expert for new projects and deliverables.Key Accomplishments* Led the multi-million dollar effort to replace the ticketing system to Galaxy and the food & retail systems to Freedom-POS.* Key stakeholder in the delivery and sustainment of Blue Man Group, The Wizarding World of Harry Potter™, and a proprietary program that grossed significant annual revenues.* Created and implemented a solution that yielded incremental sales of over 15% for park tickets and a marquee event, Halloween Horror Nights®.* Created and acted as Product Owner for a custom-built .NET complimentary ticket request system for Comcast's family of companies.* Implemented an automated telephony sales channel leveraging web service technology.Core Responsibilities* Direct teams through the Software Development Life Cycle and ensure IT standards are adhered to.* Oversee the administration of over 1,500 terminals throughout Ticketing, Food, and Merchandise BUs. * Direct a team of data specialists overseeing 10+ terabytes of data that are the foundation for core financial and operational reporting. * Application management, including: * Galaxy®, Freedom, & WinDSS POS systems * Online / Mobile services * Credit card systems * Internal web-based proprietary systems * Universal Express Plus redemption * Microsoft SharePoint* Monitor the planning, development, and use of data systems, including: * Teradata, MicroStrategy, SAS, Tableau, & Custom VBA Flash Executive Reports

* Facilitated the handling calls numbering in the hundreds, on a daily basis, for Walt Disney World Resort. * Documented and dispatched calls requiring management, security, police, ambulance, fire rescue, or alarm acknowledgements. * Monitored thousands of alarm points throughout the entire resort and dispatched security as required.