Director October 2013 to CurrentHILTON － Memphis, TN
In addition to all previously held operational responsibilities assumed ownership of setting the global technical and operational strategy and product vision for Hilton's guest internet access product.
Responsible both for managing a small internal team as well as performing executive level management of 15+ partner organizations to ensure ongoing alignment with our overall technology strategy and vision.
While in this position also served as the lead technical and operational negotiator for Hilton's second round of guest internet-related outsourcing processes.
In addition to guest internet product responsibilities also acted as a core founding member of the team that created Hilton's next-generation in-room technology strategy (Connected Room) that provides guests the ability to stream content on TVs and perform room controls from their mobile phones while providing opportunities for substantial energy and labor savings to hotels.
Key accomplishments include: Further reduced hotel operating costs by nearly $3m per year while providing hotels and ownership groups dramatically expanded choice in support/installation vendors and equipment Created a new revenue stream for focused service hotels (Hampton, Hilton Garden Inn, etc.) that traditionally offered free internet access to all guests via the launch of Hilton's "Premium" guest internet offering that allows guests to purchase a faster internet connection for a nominal fee; ultimately the Premium offering was expanded to all brands (via joint efforts with the global heads of the DoubleTree and Hilton brands) and further leveraged as a way to provide an additional amenity to our highest level of loyalty customers Improved operational decision-making processes through delivery of Tableau-based analytics platform to track and report on performance and progress of all 14 of Hilton's global guest internet providers Drastically re-designed guest internet sign-on screens to ensure global branding consistency, implemented a responsive design to accommodate all device types, and further simplified guest sign-on procedures by only requiring the guest's last name and room number to be provided Centralized the development and hosting of the guest internet sign-on platform which provides a base to rapidly launch new and innovative technologies across the global hotel landscape that improve the guest experience (the first of which is currently in preliminary trials - automatic login via Hotspot 2.0) and/or increase marketing and monetization opportunities for hotels and owners.
Manager July 2010 to October 2013HILTON － Memphis, TN
In addition to all previously held responsibilities, served as the lead technical resource for the guest internet RFP team as part of Hilton's corporate-wide technology outsourcing effort.
As part of this effort was responsible for documenting use cases via UML and swim lane diagrams, negotiating service agreements with vendors, building financial models and presenting to executive leadership, and overseeing the transition of services to an outsourced state.
Also responsible for ensuring ongoing compliance with contractual requirements as well as the tracking of SLA performance and collection of SLA credits from vendors.
Key accomplishments include:.
Extended the reach of Hilton's guest internet access program (including consistent sign-on experience) to all hotels, globally.
Reduced operational support and maintenance costs for hotels in EMEA and APAC regions by nearly 50% as a result of competitive negotiation and contracting process.
Collected over $5m in SLA credit payments from partner vendors, globally, as a result of strict management of contractual requirements.
Business Analyst March 2008 to July 2010HILTON － Memphis, TN
Initially brought on board as a "paid intern" and quickly became a key member of the guest-facing technology team serving as product owner and SME for Hilton's guest internet sign-in platform.
Assumed sole ownership of all product ideation, development roadmaps, and was tasked with obtaining executive and brand leadership approval for all new features and functions.
Additionally, managed an on-shore/off-shore development team for development, implementation, and ongoing maintenance of the sign-in platform which processed over $50m in guest internet access purchases annually across hotels in the US/Canada region.
Key accomplishments include:.
Standardized the guest internet sign-in experience across all hotels in the US/Canada region (approximately 4000 hotels) through branding and look/feel alignment with brand websites and enforcement of a common page template for all properties.
Simplified the guest sign-in process for all guests and dramatically reduced front desk involvement during check-in for elite loyalty members by automatically detecting loyalty status at log-in and immediately provisioning any available internet amenity (at the time our highest tiers of loyalty members received free internet which was traditionally provisioned via the front desk manually issuing a code at check-in).
IT Helpdesk Technician July 2006 to March 2008OLYMPUS － Bartlett, TN
After a three-month hiatus, offered an opportunity to re-join Olympus as a full-time employee retaining all previously held responsibilities as well as sole ownership of Active Directory, Exchange, server backup tasks, and phone system management.
Transitioned all 200+ employees from legacy desktop solutions to laptops and equipped all Director level and above employees with Windows Mobile smartphones for mobile email access via Exchange.
Key accomplishments include:.
Streamlined the support request process and enabled the ability to conduct remote support across several office locations around the United States through implementation of web-based support ticketing system.
Technology Consultant April 2006 to July 2006ELVIS PRESLEY ENTERPRISES － Memphis, TN
Three-month contract opportunity focused on enhancement of hotel and ticket counter processes via the use of existing technology.
Designed and implemented guest-facing digital signage for use in Graceland's main ticket office as well as electronic guest and group hotel reservations forms and booking processes.
IT Helpdesk (Contractor) October 2003 to April 2006OLYMPUS － Bartlett, TN
Initially brought on board as temporary labor to complete a three-month PC rollout project.
At the completion of the project was given the opportunity to stay on board as serve as the primary contact for all internal and external end-user support.
Bachelor of Business Administration : Management Information Systems, 2008UNIVERSITY OF MEMPHIS Memphis － TNManagement Information Systems
Over 15 years of leadership experience in technology related fields working for and with some of the largest companies in the world across varying industry segments. Ability to attack complex, mission-critical business issues and deliver customized solutions through the leverage of vast business and technology experience. Proficient in managing cross-organizational resources, teams, and strategic partners to increase profits and improve operational performance.
Project Management Data Analysis Vendor Management User Interface Design Product Development Analytical Thinking Executive Presentations RFPs and Outsourcing Strategic Planning Creative Thinking Leadership