Alex Knapp
Palm Bay
Summary
Enthusiastic leader with proficient communication and organization skills to uphold SLAs, timelines and coordinating cross-functional discussions. Routinely using out-of-the-box methods to provide a positive customer experience. Excellent reputation for resolving complex problems with 13+ years in the hospitality industry, 8 years of managerial experience and 6 years in information technology.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technician 2 - Admissions
The SSA Group
01.2024 - Current
- Completing daily support tickets, product requests, configuration and new implementations for 13 partner sites through JIRA.
- Managing vendor relationships to continue to support existing software issues and enhancement requests.
- Upholding cross-functional meetings to prioritize on-going projects and future releases with Customer Success Managers.
- Testing new functionality in hardware and software to advance the user and guest experience while documenting changes for seamless implementations.
Program Manager
OpenText Inc.
04.2023 - 01.2024
- Maintaining 5-8 projects each quarter while providing weekly status reports, Microsoft Project plans, risks/issues and budget consumption between clients and technical resources.
- Coordinate application releases and configuration changes within cloud environments or content servers.
- Oversee invoicing for 12-17 timecards on billable projects.
- Contributed to projects the totaled $4.3 million dollars in revenue for 2023.
IT Manager - Parks Technology
Universal Orlando Resort
10.2019 - 03.2023
- Lead a team of up to 10 salaried and hourly team members through server patching, security audits, SQL & Linux server migrations, app upgrades, and project roadmaps.
- Manage ServiceNow SLAs metrics to improve response rate and resolution for internal teams. Implemented technical support for 30,000 products across 1000 devices among 3 theme parks.
- Evaluate scope, risk, cost value and dependencies for ROI on 5+ integration projects per year.
- Own defects, upgrades and outages with third-party vendors while reviewing maintenance agreements.
- Trained and composed training documents for over 50 Team Members on Gateway Ticket System for USH launch of Galaxy.
Associate Programmer Analyst
Universal Orlando Resort
01.2019 - 10.2019
- Tested user stories, bug fixes, configuration changes, upgraded software, install payment plugins and production alerts/errors for 20+ applications.
- Sustained daily applications by documenting fixes in Confluence, updating product configuration, and SSRS reporting.
- Assisted in successful implementations of Galaxy SQL Database upgrades, Galaxy 7 application upgrades, Server patching, Server migrations, Windows 10 imaging, etc.
Entrance Operations & Guest Services Supervisor
Universal Orlando Resort
11.2016 - 01.2019
- Responsible for a team of 320 hourly team members including their annual reviews, scheduling, cross-training, and standard operating procedures for four departments.
- Was on the Opening Leadership Team for Universal's Volcano Bay Water Themepark.
- Collaborated with IT Teams for QA Testing, production errors, mobile app inconsistencies, ticket upgrades, ecommerce account errors.
- Developed training materials for all areas of the department that provided Team Members with guidance in handling difficult or complex problems.
- Regularly participating in hiring fairs to maintain staffing needs for business operations.
- Partnered daily with departments around the Resort for Guest Recovery, Legal disputes, Public Relation concerns.
Guest Services Sr. Coordinator & VIP Tour Guide
Universal Orlando Resort
12.2012 - 10.2016
- Managed Sales and Scheduling for all VIP Tours via Kronos. Comparing daily budgets of labor to weekly revenue goals.
- Provided exceptional services to escort high profiles, Celebrities, Comcast Executives, and International clients visiting the Resort.
- Established EStock procedures and standardized workarounds during system outages
- Delivered above and beyond service to Guests while critically thinking through their challenging circumstances that required negotiate compensation.
Education
Bachelor of Arts - Psychology
Southern New Hampshire University
OnlineAssociate of Arts - Graphic Design
Valencia College
Orlando, FLHigh School Diploma -
Olympic Heights Community High School
Boca Raton, FLSkills
- Gateway Ticketing Software (Galaxy)
- Microsoft Office Applications & Teams
- Service Now Enterprise Software
- SQL Database Query Tool
- Sharepoint / Confluence
- Team Member Tools/Unicorn
- UKG: Kronos Timekeeping
- Adobe Photoshop & Illustrator
- JIRA
- Accesso LoQue (Virtual Line) Software
Certification
- SAFe Product Manager Certification - May 2022
- Gateway Ticketing System Administrator Certification - April 2020
- HOTT Microsoft Transact-SQL Programming - Jan 2020
Timeline
Technician 2 - Admissions
The SSA Group
01.2024 - Current
Program Manager
OpenText Inc.
04.2023 - 01.2024
IT Manager - Parks Technology
Universal Orlando Resort
10.2019 - 03.2023
Associate Programmer Analyst
Universal Orlando Resort
01.2019 - 10.2019
Entrance Operations & Guest Services Supervisor
Universal Orlando Resort
11.2016 - 01.2019
Guest Services Sr. Coordinator & VIP Tour Guide
Universal Orlando Resort
12.2012 - 10.2016
Bachelor of Arts - Psychology
Southern New Hampshire University
Associate of Arts - Graphic Design
Valencia College
High School Diploma -
Olympic Heights Community High School