Career Arcs

Client: Global Good, a collaboration between the Gates Foundation and the innovation lab of Intellectual Ventures, focused on addressing gaps in the refrigerated vaccine supply chain ("cold chain") in regions with unreliable or minimal power infrastructure.

Project Overview:
Level 11 was engaged to develop a centralized data solution for cold chain equipment and create visualization tools to reduce waste and costs. This initiative included building a mobile app, Varo, which extracts 30-day temperature data from “Fridge-Tag” monitoring devices, ensuring the safe and effective distribution of vaccines.

Key Responsibilities and Achievements:

• Centralized Data Solution:
  
  • Developed a Data Interchange platform to segment and route relevant data to appropriate stakeholders.
  • Enabled real-time insights into cold chain performance, significantly reducing vaccine spoilage and improving cost efficiency.
• Mobile Application Development:
  
  • Designed and deployed Varo, a mobile app that retrieves and visualizes temperature data from Fridge-Tag devices, ensuring compliance with vaccine storage requirements.
• Government Oversight and Distribution Insight:
  
  • Delivered data analytics tools that provided governments with unprecedented visibility into vaccine distribution, enabling better oversight and decision-making.
• Adaptability and Scalability:
  
  • As the program evolved, pivoted to address new challenges, delivering tailored solutions at each stage of the project.

Impact:

The solution empowered Global Good to surface critical data previously unavailable, improving vaccine storage and distribution systems worldwide. The collaborative and flexible approach of Level 11 ensured the successful deployment of innovative technologies that addressed real-world challenges in the cold chain. This project not only enhanced vaccine safety and availability but also demonstrated how technology can drive impactful global health solutions.

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Client: Carnival Corporation, the world’s largest cruise operator, aimed to transform guest experiences through the OCEAN Medallion program. This first-of-its-kind IoT-enabled platform was designed to deliver personalized services and seamless interactions across the Princess Cruise Line fleet.

Project Overview:
Level 11 partnered with Carnival as a core technology provider for the OCEAN Medallion program. Over a five-year engagement, Level 11 developed the proprietary Orchestr8 software platform, which powers the OCEAN Guest Experience Platform. This system now operates on over 20 Princess ships, enabling a personalized and fully connected guest experience.

Key Responsibilities and Achievements:

• Platform Development:
  
  • Designed and implemented the Orchestr8 software platform, managing all aspects of the OCEAN Medallion experience, including guest services, operational management, and analytics.
  • Licensed the platform across the Princess fleet to drive operational efficiency and enhance guest personalization.
• Medallion App Development:
  
  • Created the Medallion App to deliver a range of guest-focused features:
    • Wayfinding and real-time location-based services.
    • On-demand food and beverage delivery.
    • Shipmate and crew management tools.
    • Facial recognition for streamlined embarkation and security.
    • Safety and muster processes.
    • Experience and excursion planning.
    • Comprehensive guest journey management.
• Operational and IoT Integration:
  
  • Enabled seamless IoT connectivity for location-based services, identity verification, and personalized interactions.
  • Equipped crew with advanced analytics tools to monitor individual, group, and ship-wide activities in real-time.
• Guest and Crew Experience Transformation:
  
  • Simplified boarding and embarkation with pre-trip authentication and real-time Medallion-based identification.
  • Provided tools to optimize crew service delivery, improving management of housekeeping, luggage, emergency responses, and guest requests.

Impact:

The OCEAN Medallion platform revolutionized the cruise industry by combining IoT, location-based services, and identity management to deliver an unparalleled level of personalization, operational efficiency, and guest satisfaction. Carnival Corporation became the first in the industry to implement such an advanced system at scale, redefining the guest experience.

• According to Princess Cruises, OCEAN Medallion has improved embarkation time by up to 90%, allowing guests to board ships in minutes rather than hours.
• Enabled location-based food and drink delivery with 60% faster service compared to traditional models, enhancing convenience and guest satisfaction (Forbes).
• Achieved an 80% increase in service efficiency, empowering crew to proactively meet guest needs through real-time data insights (Cruise Critic).
• Enhanced operational efficiency by providing ship-wide analytics, reducing delays and streamlining processes across over 20 ships in the Princess fleet.

Recognition:

• Named one of Time Magazine's Best Inventions of the Year in 2019, the OCEAN Medallion was lauded for its ability to deliver unparalleled guest personalization and convenience (Time Magazine).
• The system has redefined expectations for cruise experiences, positioning Princess Cruises as a leader in innovation within the travel and leisure industry.
• https://www.princess.com/en-us/ships-and-experience/princess-medallionclass

Client Testimonial:

"There seems to be no shortage of folks that suggest ‘they actually did it’ with respect to these innovations, but the reality is most have had little to nothing to do with ‘doing it.’ However, I will share that Level 11 has been an invaluable strategic technology partner on the toughest and most critical project elements at Disney and Carnival. The Level 11 team is the best and brightest in their space—always delivering amazing solutions."

– John Padgett
Chief Experience and Innovation Officer, Carnival Corporation

Learn More: Princess MedallionClass

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In 2011, Level 11 transcended its origins as a management and technology consulting firm, reimagining itself as a premier Digital Transformation agency. The company spearheaded the evolution of the experience economy, beginning with its groundbreaking work for Disney, where it combined engineering excellence with design thinking to deliver brand-defining, transformative solutions.

Experience Design Engineering (XDE): Innovation at Scale
Level 11’s Experience Design Engineering (XDE) team has become synonymous with delivering extraordinary guest experiences, collaborating with the most renowned global brands to shape the future of customer engagement and digital innovation.

• Walt Disney World: Revolutionized guest interaction through advanced technology platforms, redefining the theme park experience for millions annually.
• Carnival Cruise Corporation: Architected the OCEAN Medallion IoT platform, setting a new standard for personalization and operational excellence in the cruise industry.
• Starbucks: Engineered the Mobile Order & Pay system, a transformative innovation that redefined efficiency and satisfaction in the quick-service restaurant sector.
• Philips Healthcare: Developed Lumify, the world’s first app-based mobile ultrasound system, pushing the boundaries of healthcare accessibility and innovation.

Level 11’s unparalleled expertise in digital transformation and its relentless pursuit of innovation have positioned the firm as a trusted partner to the world’s most iconic brands, consistently delivering solutions that redefine industries and elevate customer experiences to new heights.

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Client: Philips Healthcare’s ultramobile point-of-care group, which revolutionized healthcare imaging with Lumify, the world’s first app-based, subscription-based mobile ultrasound system. This solution expanded access to high-quality ultrasound imaging at a lower cost to a broader customer base.

Project Overview:
Level 11 partnered with Philips to bring Lumify to market, delivering critical components of the solution’s cloud-based ecosystem. The project enabled Philips to launch a disruptive, portable, bring-your-own-device ultrasound system, supported by a robust, scalable web-service architecture.

Key Responsibilities and Achievements:

·        eCommerce Platforms and Payment Systems:

o   Developed customer-facing eCommerce platforms to support purchase, payment, and subscription management.

·        System Integration:

o   Integrated Lumify with enterprise fulfillment and distribution systems for seamless order processing.

·        Device Provisioning and Activation:

o   Engineered online device provisioning, activation workflows, and event management tools.

·        Cloud-Based Image Management:

o   Delivered a scalable backend architecture for ongoing image management and storage, enabling secure and efficient cloud functionality.

·        Web Application Development:

o   Designed and developed the web application to deliver an intuitive, user-friendly experience for customers.

Collaboration with Philips:

Level 11 provided a multidisciplinary team of developers, quality engineers, DevOps specialists, UX/UI designers, and project managers who collaborated closely with Philips. The team supported, augmented, and at times functioned in place of Philips’ internal teams to ensure timely delivery and a smooth launch.

Impact:

The collaboration enabled Philips to achieve first-to-market status with Lumify, a highly innovative connected ecosystem. The subscription-based business model and app-based product disrupted the traditional ultrasound market, expanding accessibility to a new segment of healthcare providers.

Testimonial:
"Philips was first-to-market with the Lumify connected ecosystem thanks to our collaboration with Level 11. The disruptiveness of both the subscription-based business model and the product offering itself has been embraced by customers looking for a connected, mobile ultrasound solution. Level 11 has been our ally every step of the way, enabling us to focus on bringing Philips' outstanding image quality to a brand new type of customer."

– Tony Gades, PhD, Philips Lumify Director of Technology

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Client: Walt Disney Parks and Resorts launched the MagicBand in 2013 as part of its Next Generation Experience initiative, transforming the way guests interact with Disney parks. Recognized as one of the most ambitious wearable technology launches, the MagicBand has been celebrated for its ability to seamlessly integrate IoT technology into a personalized guest experience.

Project Overview:
The MagicBand, a wearable technology designed to streamline and enhance the Disney park experience, required a robust backend system to manage its extensive data processing and integration needs. Level 11 was a core partner in the project, responsible for designing and developing the xConnect platform after earlier internal attempts faced challenges. Level 11’s contributions ensured the scalability and resilience needed to handle the unprecedented data volume generated by over 250,000 events per second.

Key Responsibilities and Achievements:

• Development of xConnect System:
  
  • Built the data pipeline architecture for xConnect, which manages all MagicBand events, including contact readers, long-range readers, mobile payments, and administrative dashboards.
  • Created a custom, proprietary system capable of processing millions of daily interactions with minimal latency and a high degree of maintainability.
• Scalability and Resilience:
  
  • Redesigned how Disney processes high-volume IoT events to support 30 million annual guests and over 100,000 daily visitors.
  • Ensured seamless integration between wearable hardware (designed by Synapse) and the software ecosystem.
• Operational Oversight Tools:
  
  • Delivered the Administrative xConnect dashboard to provide Disney’s operational teams with real-time insights into guest interactions and park operations.

Impact:

The MagicBand and xConnect system redefined how Disney engages with guests, enabling:

• Fast-track park entry and ride access.
• Personalized interactions, such as characters greeting guests by name.
• Frictionless payments and advanced analytics for operational efficiency.

The project has been hailed as a game-changer for wearable technology and IoT integration. As reported by Wired, the MagicBand exemplifies the possibilities of connected ecosystems, enabling Disney to create personalized guest experiences at an unprecedented scale (Wired).

In Fast Company, the MagicBand is described as a groundbreaking innovation that blends technology, creativity, and operations to redefine customer satisfaction (Fast Company).

Recognition:

Disney’s MagicBand project is widely regarded as a landmark achievement in wearable technology and IoT integration, demonstrating the power of technology to enhance large-scale consumer experiences. Level 11’s role in overcoming key challenges and delivering the xConnect platform was instrumental in this success.

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Client: Starbucks, a global leader in quick-service restaurants (QSR), sought to revolutionize its guest experience by introducing a mobile pre-order system that would enhance customer satisfaction, reduce wait times, and increase throughput in its busiest stores.

Project Overview:
Starbucks partnered with Level 11 to develop and prototype the Mobile Order & Pay system, a groundbreaking solution that was among the first of its kind in the QSR industry. The system enabled customers to place orders and pay via their smartphones, streamlining the ordering process for both in-store and drive-through locations. The initiative demonstrated Starbucks’ commitment to innovation and customer-centric solutions.

Key Contributions by Level 11:

·        Prototype Development:

o   Created a working prototype that validated key technology stacks and operational workflows to facilitate fast, accurate order processing.

·        Operational Process Design:

o   Designed optimized workflows for in-store and drive-through operations, ensuring seamless integration with existing store processes.

·        Customer Experience Innovation:

o   Provided design leadership to shape the platform's implementation and rollout, focusing on usability and efficiency.

Impact:

·        According to Forbes, Mobile Order & Pay drove incremental revenue by increasing throughput in high-demand locations, significantly enhancing customer convenience (Forbes).

·        As of 2020, mobile orders accounted for approximately 26% of Starbucks' U.S. transactions, a testament to the success and scalability of the platform (Starbucks Annual Report, 2020).

·        The system became a model for other QSR brands seeking to implement mobile pre-ordering solutions.

Testimonial:
"Level 11 was a key player in helping Starbucks truly transform our guest experience with Mobile Order & Pay. Their work on developing and prototyping the experience—which now accounts for over 16% of Starbucks revenue—demonstrated best-in-class creativity and innovation."

– Arthur Rubinfeld
Former Chief Creative Officer, President Global Creative and Evolution Fresh Retail at Starbucks

Recognition:

The Mobile Order & Pay system has been widely recognized as a pioneering solution in digital retail, cementing Starbucks’ position as an innovation leader in the QSR industry. The project exemplifies the potential of technology to transform customer experiences at scale.

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Oversaw the Amdocs billing and OSS Program Management Office, leading Clearwire’s IT program and project financial management. Focused on initiating, planning, monitoring, and controlling technology budgets while ensuring alignment with strategic business objectives.

Key Responsibilities:

• Managed business case development, project prioritization, and tracking to align IT initiatives with corporate goals.
• Coordinated budgets and enhanced financial reporting, tracking key performance indicators (KPIs) and metrics.
• Directed program governance and vendor relationships to ensure successful delivery of IT projects.

Key Accomplishments:

• Streamlined Financial Processes: Developed and implemented a more efficient financial reporting framework, improving decision-making and transparency.
• Enhanced Stakeholder Communication: Strengthened financial management and reporting processes to improve communication with stakeholders.
• Delivered Complex Initiatives: Successfully completed several large-scale technology initiatives, contributing to significant revenue growth and operational efficiencies.

Impact:

This role enabled Clearwire to optimize its IT project execution and financial oversight, supporting growth in a competitive broadband market. By delivering improved financial management and successful technology rollouts, the engagement drove Clearwire’s ability to scale its services effectively.

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Led operations for CGI’s Seattle office, managing client relationships, leadership initiatives, sales, and business development across the region. Oversaw a $25M P&L, driving IT consulting and project execution for a diverse portfolio of clients across financial services, insurance, communications, utilities, retail, and manufacturing. Key accounts included Russell Financial, AT&T, T-Mobile, Microsoft, Starbucks, Puget Sound Energy, Paccar, and Boeing.

Key Responsibilities and Achievements:

• Financial Leadership: Successfully managed and delivered a $25M P&L for 2008 and 2009, maintaining strong performance despite economic challenges.
• Strategic Transformation: Transitioned the office from a locally oriented staff augmentation model to a global IT outsourcing service provider, aligning with market trends and client demands.
• Business Development Revitalization: Reinvigorated the business development team by introducing updated go-to-market strategies, driving growth and expanding market presence.
• Client Partnership and Delivery: Fostered long-term client relationships and strategic partnerships, ensuring the successful delivery of high-quality IT projects on time and within budget.
• Advanced Sales Strategies: Applied advanced sales methodologies and account planning to position CGI as a preferred service provider in the region.

Impact:

Underpinning strong financial results and operational success, this role strengthened CGI’s regional presence and reputation, enabling the company to deliver innovative solutions and build lasting client relationships in a competitive market.

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Partnered with the CIO to develop a comprehensive 5-Year IT Strategic Plan and Technology Budget, focusing on the efficient allocation and prioritization of a $300M CAPEX and O&M budget. Ensured alignment of IT initiatives with business objectives, operational goals, and regulatory compliance requirements.

Key Accomplishments:

• Strategic Business Transformation: Delivered innovative IT strategies that supported significant business growth and improved operational efficiency.
• Board-Level Approval: Successfully created and presented enterprise-wide strategic plans, securing approval from the Board of Directors.
• Resource Optimization: Streamlined the planning and allocation of IT resources, ensuring the alignment of investments with long-term business goals.

Impact:

This initiative positioned Puget Sound Energy to leverage advanced technologies and optimized resource management, driving sustained growth and enhancing its ability to meet regulatory requirements while delivering value to stakeholders.

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Established and led the world’s first private equity fund dedicated to the global gaming, lottery, and gaming-related technology industries. Developed and executed investment strategies focused on buyout and turnaround opportunities in gaming operations and venture capital investments in gaming technologies.

Key Responsibilities and Achievements:

• Investment Strategy Development: Designed the fund’s strategy targeting high-value transactions in gaming and technology sectors, with a focus on operational turnarounds and growth investments.
• Capital Raising and Partnerships: Raised capital for the fund’s initial closing, working with top-tier financial and real estate institutions including Blackstone Real Estate, MSD Capital, Royal Bank of Scotland, Deutsche Bank, Goldman Sachs, and Morgan Stanley.
• M&A and Due Diligence Expertise:some text
  • Leveraged six years of private equity experience managing due diligence for Accenture Technology Ventures.
  • Directed merger and acquisition strategies across gaming and technology markets to identify and capitalize on value creation opportunities.

Key Accomplishments:

• Acquisition Strategy – Goldman Sachs/Whitehall Street Fund:some text
  • Directed the $1B+ acquisition of American Casino & Entertainment Properties (ACEP), including Carl Icahn’s gaming assets (Stratosphere and Arizona Charlie’s).
  • Created a platform for integrating additional gaming and hospitality entities.
• Strategic Collaboration – Scientific Games:some text
  • Supported the acquisition analysis of Cyberview Technologies/Cyberscan Inc., enabling Scientific Games to expand into the UK gaming market.
• Leadership Role – Electronic GameCard Inc.:some text
  • Served as Advisor to the Board and Interim CEO, designing a comprehensive strategy for new management.
  • Established a U.S. distribution network and implemented sales processes to drive market penetration.

Impact:

Gold Strike Capital became a pioneer in gaming-focused private equity, successfully driving strategic investments, fostering innovation, and enabling market expansions in gaming and technology industries. The firm’s efforts significantly influenced the evolution of gaming operations and related markets globally.

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Served as an advisor to the board of Electronic GameCard Inc. (EGMI.OB), driving organizational restructuring and market expansion in the North American commercial and Native American gaming sectors. Played a key leadership role in shaping company strategy, spearheading sales and marketing initiatives, and supporting strategic accounts and gaming operations exceeding $250M in revenue.

Key Contributions:

• Revenue Diversification: Expanded product opportunities in the toys and games sectors to create additional revenue streams and reduce reliance on core gaming markets.
• Partnership Strengthening: Fortified the company’s joint venture partnership with Scientific Games, enhancing its position in the retail lottery and instant ticket market.
• Operational Enhancement: Secured financing and implemented advanced manufacturing production capabilities to meet growing market demand.
• Strategic Tribal Engagement:some text
  • Explored opportunities to establish a manufacturing facility on tribal lands to create mutual economic benefits.
  • Initiated the development of a multi-tribe wide-area progressive gaming strategy, leveraging tribal collaboration to enhance gaming operations.

Impact:

Provided strategic leadership that strengthened the company’s market position, diversified its revenue base, and enhanced operational capabilities, enabling sustained growth in a competitive industry.

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Led Cisco’s Connected Real Estate Practice within the Hospitality industry, focusing on building strategic relationships with C-level executives in major global resorts and hotels. Advocated for Cisco’s comprehensive suite of solutions, including core routing and switching, wireless technology, unified communications, collaboration tools, and innovative guest services technologies.

Additionally, served as Business Development Manager for key gaming accounts in the Las Vegas casino market, fostering strong partnerships with industry leaders and driving the adoption of Cisco’s technologies to modernize operations.

Key Responsibilities and Achievements:

• Strategic Growth: Expanded Cisco’s footprint in the Las Vegas market by securing flagship enterprise gaming clients, including MGM Mirage, Station Casinos, Boyd Gaming, Echelon, and Las Vegas Sands Corporation.
• End-to-End Sales Leadership: Managed all aspects of the sales process, from client requirements analysis and solution presentation to closing deals and relationship management.
• Market Leadership: Delivered targeted sales and marketing initiatives that boosted revenue and solidified Cisco’s position in the gaming and hospitality sectors.
• Industry Innovation: Championed emerging technologies tailored to the gaming and hospitality industries, enhancing operational efficiency and guest experiences.

Impact:

Successfully positioned Cisco as a trusted partner in the gaming and hospitality markets, driving technology adoption and delivering significant revenue growth while establishing a strong foundation for continued success in these industries.

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Established and led a global gaming management, consulting, technology, and services firm specializing in Native American gaming operations. Directed comprehensive development and operational initiatives, offering end-to-end solutions to enhance gaming enterprises’ efficiency and profitability.

Core Services:

• Conducted market research, feasibility analysis, and facilities programming to guide project planning.
• Oversaw budgeting and fiscal management, ensuring financial viability and regulatory compliance.
• Led construction management, including quality oversight and standards review, to deliver high-quality gaming facilities.
• Managed IT and systems procurement, staffing and training of gaming personnel, and pre-opening preparations.
• Designed and implemented strategies for marketing, operations, and regulatory compliance.

Additional Contributions:

• Secured financing through institutional and capital markets to support gaming development projects.
• Collaborated with multiple Native American tribes to:some text
  • Evaluate gaming management organizations and operations.
  • Conduct organizational and management assessments to identify improvement opportunities.
  • Provide tailored gaming, business, and technology advisory services.

Impact:

The Lone Tree Group became a trusted partner in advancing Native American gaming operations, delivering strategic insights and operational excellence. By blending technical expertise with industry-specific knowledge, the firm helped clients achieve sustainable growth and enhanced competitiveness in the gaming sector.

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Specialized in driving mergers and acquisitions to support a strategic consolidation of gaming industry security and technology solutions. Played a key role in developing a comprehensive M&A plan to acquire 5–7 industry players, forming a global gaming technology and services firm targeting the commercial casino and Native American gaming markets.

Key Responsibilities:

• Identified acquisition targets aligned with strategic goals and growth opportunities in the gaming sector.
• Conducted comprehensive legal, commercial, financial, and technical due diligence to evaluate potential acquisitions.
• Managed valuation, negotiation of terms and conditions, capital structuring, financing, and syndication efforts.
• Designed and executed business and operations strategies, organizational frameworks, and exit plans for successful integration and growth.

Impact:

This initiative established a scalable platform for consolidating gaming security and technology services globally, enabling streamlined operations and expanded market presence in commercial and Native American gaming sectors. The M&A strategy enhanced the firm’s ability to deliver innovative and integrated solutions to a rapidly evolving industry.

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Led business development efforts to expand Navegante’s core offerings beyond traditional casino development and operations into gaming-related technologies. Focused on identifying and securing new opportunities while providing strategic guidance on market entry and financial viability.

Key Responsibilities:

• Identified and evaluated new business opportunities in gaming and related technologies, aligning with the company’s growth strategy.
• Conducted comprehensive due diligence on potential projects and partners to ensure alignment with organizational goals.
• Developed financial models and pro forma budgets to assess and support casino operations and new ventures.
• Played a pivotal role in conducting market and feasibility studies, securing institutional and private financing for high-impact projects.

Impact:

• Strengthened Navegante’s market position by diversifying its capabilities and fostering innovation in gaming technologies.
• Facilitated successful partnerships and secured financing for new ventures, enabling the company to expand its footprint and enhance its service offerings in the competitive gaming industry.

This role highlighted a strategic approach to growth and innovation, positioning Navegante as a leader in integrating technology with traditional gaming operations.

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Mark Hadland spent 15 years as a senior executive at Accenture, leading global technology deployments and large-scale transformation programs. As Associate Partner, he led the Games, Gaming, and Lottery practice, driving business, technology, and strategy initiatives for casinos, game developers, and lottery operators.

Key Roles and Achievements:

• Global Solutions Leadership: Designed and deployed enterprise systems across entertainment, healthcare, retail, and government sectors. Delivered custom and packaged ERP solutions at scale.
• Online Gaming and Content Commerce: Spearheaded the launch of EA.com, the world’s largest online gaming site, and developed Caesars Entertainment’s online gaming strategy, covering technology, operations, and regulatory frameworks.
• Retail Transformation: Led the Year 2000 readiness program for the world’s second-largest retailer, preparing over 500 stores in 25 countries.
• Start-up and Venture Success: Founded multiple start-ups in digital content, asset management, and eCommerce, pioneering solutions in content commerce and micro-payments.
• Organizational Readiness: Collaborated with executives on change management to ensure operational preparedness for new technology implementations.

Key Skills:Strategic IT planning, global program management, start-up development, vendor management, technical architecture, IT shared services, and emerging technology solutions. Extensive C-level engagement and leadership experience across industries.

Led a proof-of-concept initiative to demonstrate a robust enterprise portal solution for Kaiser Permanente, leveraging Avanade and Microsoft technologies, including SharePoint Portal Server 2.0 and Live Communication Server 2003. The project aimed to deliver a scalable, secure, and compliant portal architecture aligned with Kaiser’s operational and strategic requirements.

Key Responsibilities and Achievements:

• Unified Architecture: Implemented SharePoint Portal Server, Live Communication Server, Active Directory 2003, and Oblix Identity Management Solution to establish a secure, integrated portal architecture.
• Custom Application Design: Developed an application framework to support policy lifecycle management, compliance management, and assessment management within a cohesive system.
• Cross-Platform Integration:some text
  • Integrated J2EE web application servers and developed a data access service for a DB2 backend.
  • Connected IBM CICS mainframe systems via Host Integration Server (HIS) for seamless data interoperability.
• Mobile Functionality: Designed and implemented a PocketPC architecture to extend portal accessibility to mobile devices.
• Web Services Framework: Built a custom web services application architecture to unify all application layers, including SharePoint Portal Server, Office 2003, and InfoPath, ensuring a seamless user experience.

Impact:

This initiative successfully demonstrated the capabilities of a scalable and compliant enterprise portal tailored to Kaiser Permanente’s complex requirements. The proof of concept validated the use of advanced technologies to enhance operational efficiency, user experience, and system integration, laying the groundwork for future implementations.

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Led deployment planning, communications, and user support for a global migration of over 20,000 users across 40 countries from Windows NT 4.0 to Active Directory 2003. The project aimed to transition all users, profiles, and devices before Microsoft’s 2005 end-of-support deadline for Windows NT 4.0.

Responsibilities and Achievements:

• Developed a comprehensive deployment plan aligned with Amgen’s business constraints, including manufacturing schedules, USFDA regulatory compliance activities, and concurrent infrastructure rollouts of SMS and Exchange.
• Created and executed a global communication strategy to inform, educate, and prepare users for the migration.
• Designed and implemented a multi-site, multi-tiered support model, integrating help desk and desk-side support teams for seamless transition assistance.
• Oversaw migration triage and application resolution processes, ensuring minimal disruption to global operations.

This initiative successfully modernized Amgen's IT infrastructure while maintaining business continuity and regulatory compliance.

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Directed the planning phase for an online gaming initiative under the Caesars Palace brand, establishing a comprehensive roadmap for Park Place Entertainment's entry into the interactive gaming market. Collaborated with executives and utilized Accenture's proven planning methodologies to deliver a robust strategy within tight timelines, ensuring readiness for subsequent design and build phases.

Key Responsibilities and Achievements:

• Strategic Planning: Developed a detailed plan to validate and refine budget and revenue estimates for the online gaming business.
• Comprehensive Deliverables: Delivered critical outputs, including:some text
  • Organization and capability vision for the new business.
  • Identification of key launch capabilities and processes.
  • Defined scope, scope drivers, and Work Breakdown Structure (WBS).
  • Build and run organizational models to support business operations.
  • Project implementation schedule and resource allocation plan.
  • Legal and regulatory strategy for market compliance.
  • Detailed cost structure, P&L projections, and operational and technology plans.
  • Integrated program plan to guide execution and ensure alignment.

Impact:

This initiative resulted in the successful establishment of a robust technology foundation for McGraw Hill Education’s Oracle 11i implementation, driving efficiencies and supporting long-term business objectives.

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Led the overall planning and execution of a large-scale program for EA.com, providing critical leadership and direction to a combined Accenture and client management team. Defined the program structure, guided the planning process, and mobilized the organization for development.

Key Responsibilities and Achievements:

• Leveraged extensive program management expertise and deep technical architecture skills to design a practical and achievable delivery plan for the eCommerce-focused initiative.
• Played a pivotal role in aligning technical architecture with business goals to ensure successful implementation.
• Mentored and coached junior managers in program management principles, enhancing the overall capability of the team.
• Acted as a key leader within the client engagement management team, frequently sought for strategic advice and resolution of management-related challenges.

Impact:

Electronic Arts launched the first online gaming site, EA.com in 1999

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Led Carrefour’s Year 2000 (Y2K) Program Management Reporting initiative, providing a comprehensive global view of readiness across 25 operating countries and 8 subsidiary business units. This high-profile program was essential for ensuring operational continuity and mitigating risks associated with the Y2K transition.

Key Responsibilities and Achievements:

• Defined key reporting metrics and developed processes for monthly status updates to the Carrefour Board and CIO, ensuring transparency and accountability.
• Directed program management office activities, including issue and risk management, progress reporting, and schedule maintenance.
• Facilitated Year 2000 readiness activities across all organizational units, coordinating efforts of over 150 managers directly reporting to the program office.
• Established strategic partnerships with key business partners and external organizations in Carrefour’s supply chain, leading joint testing and contingency planning efforts globally.
• Fostered collaboration with Procter & Gamble, co-developing testing and contingency plans and hosting knowledge-sharing workshops to establish best practices.
• Extended the program beyond its initial scope, continuing efforts into March 2000 to develop an end-to-end testing process for all critical systems across all countries.

Impact:

This initiative ensured Carrefour’s seamless transition through the Y2K period, safeguarding global operations and establishing industry-leading practices in risk management and system readiness.

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Directed the planning and design of a global technical architecture platform for Sony’s online presence as part of the Global Platform Cross Site Services project. This initiative addressed unique challenges stemming from Sony’s diverse product portfolio, services, and complex organizational structure, delivering a seamless and scalable solution for its digital operations.

Key Responsibilities and Achievements:

• Solution Design: Developed a technical architecture capable of supporting Sony’s extensive product range, including digital goods (music, video, and games) and physical products (home electronics, personal computers, and accessories).
• Unified Platform: Designed a system balancing business unit flexibility and autonomy while delivering a seamless, cohesive customer shopping experience and maintaining consistent technical standards.
• Dynamic Adaptability: Successfully navigated Sony’s organizational complexity, addressing frequent changes in project vision, client organization, and executive sponsorship.
• Vision Alignment: Drove the visioning process to overcome unclear business unit requirements, aligning technical designs with Sony’s strategic business objectives.
• Cross-Cultural Collaboration: Worked with a culturally diverse team of professionals from seven nationalities across Asia Pacific, EMEAI, and the Americas, fostering collaboration and achieving project cohesion.
• Business Capabilities Definition: Transitioned from leading conceptual design to owning the definition of business capabilities, culminating in the development of the Cross Site Marketing Services (CSMS) platform.

Impact:

This project demonstrated exceptional adaptability, cross-cultural collaboration, and technical expertise, resulting in a robust and scalable global platform. The Global Platform Cross Site Services initiative laid the foundation for Sony’s modern online operations, enhancing customer experience and operational efficiency.

Served as Lead Technical Architect, responsible for developing the technology architecture strategy and execution framework for a high-volume website to support a new product offering. This initiative aimed to supplement Encyclopædia Britannica’s existing online presence by delivering an enhanced online version of its encyclopedia content.

Key Responsibilities and Achievements:

• Designed the execution architecture to enable scalable and robust support for high traffic demands.
• Provided strategic technology recommendations to align with Britannica’s digital transformation objectives.
• Contributed to defining a product strategy that expanded Britannica’s offerings, enhancing its online presence and accessibility.

Impact:

This project established a strong technical foundation for Encyclopædia Britannica’s transition to digital publishing, supporting its efforts to remain a leader in delivering educational content online.

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Served as Project Manager and Lead for a comprehensive technical performance review of MD Consult’s online service for physicians. The initiative supported the launch of MD Consult’s new internet platform for delivering medical content to healthcare professionals.

Key Responsibilities and Achievements:

• Designed and implemented a performance testing framework to evaluate the technical architecture's readiness for anticipated web traffic.
• Developed toolsets and processes to ensure the infrastructure and online architecture could handle expected demand reliably and efficiently.
• Provided actionable recommendations to optimize system performance and scalability in preparation for the platform’s launch.

Impact:

This project ensured the successful deployment of MD Consult’s online service, delivering a robust and high-performing technical foundation for their medical content delivery platform.

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Led the design and deployment of GameWorks' back-office transaction and reporting systems to meet financial reporting needs for 100 entertainment facilities. Delivered a scalable, integrated architecture to support diverse transaction sources, enhancing operational efficiency and reporting accuracy.

Project Scope:

• Technical Architecture Design – Delivered comprehensive architecture covering reporting, database design, data distribution, and execution services.
• Test Architecture Installation – Planned and executed test environments ensuring system reliability and scalability.
• Business Requirements Analysis – Captured and translated key requirements into technical solutions.
• Systems Stabilization – Drove stabilization efforts for initial locations, ensuring operational readiness.

Key Responsibilities and Impact:

• Architectural Leadership – Designed and implemented technical architecture, aligning IT infrastructure with business goals.
• Testing & Deployment – Spearheaded planning and installation of test architecture, ensuring robust system performance.
• Technology Assessment – Evaluated smart card technology, mitigating risks and optimizing integration.
• Stakeholder Engagement – Built strong relationships with the Director of Technology, aligning technical initiatives with leadership vision.
• Operational Efficiency – Facilitated seamless coordination with project partners, driving timely delivery of project milestones.

Impact:

• Delivered system to enable scalable growth to 100 GameWorks locations, supporting diverse entertainment and retail transactions, enhancing customer experience and operational transparency.
• Strengthened financial reporting accuracy, supporting business expansion and revenue tracking.

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Directed the planning and execution of a capacity testing initiative for Folio’s Professional Infobase Web Server product, a groundbreaking technology that allowed companies to convert Microsoft Word and other content authoring tools into HTML for online self-publishing.

Key Responsibilities and Achievements:

• Led capacity testing to ensure the Infobase Web Server could meet high usage demands, aligning technical performance with business objectives.
• Provided strategic recommendations to improve scalability and reliability of the web server architecture, ensuring long-term performance and adaptability.
• Played a pivotal role in refining a transformative content management and publishing platform, which later became a foundational technology for Ancestry.com following Folio’s acquisition by Open Market for $45 million in 1997.

Impact:

This project advanced the capabilities of digital content publishing, setting the stage for modern content management solutions. The insights and optimizations delivered during this initiative significantly contributed to the platform’s success and lasting influence in the digital publishing industry.

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Served as Project Manager and Lead Technical Architect, directing and planning Electronic Information Commerce initiatives for the professional publishing industry. Focused on creating business models and systems to transition from traditional paper-based publishing to online platforms, enabling microtransaction payments for digital content on the Internet.

Key Responsibilities and Achievements:

• Spearheaded the development of innovative technology and intellectual property to support online publishing and microtransaction capabilities.
• Played a pivotal role in the foundational work that led to the creation of QPass, a spinout startup led by CEO Chase Franklin, which became a market leader in digital content commerce.
• The QPass platform evolved into a critical eCommerce engine for telecommunications providers, supporting the sale of digital content such as ringtones, apps, and subscriptions.
• QPass was acquired by Amdocs in 2006 for $275 million, solidifying its role as a key enabler of online content commerce.

Impact:

This project laid the groundwork for a transformative shift in digital publishing and commerce, contributing to the success of Amdocs as a leader in the digital payments ecosystem.

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Led the design and implementation of the technical architecture for Global Edge™, a pioneering global customer information and logistics system. This solution facilitated seamless cargo freight consolidation for products manufactured in Asia, organized by vendor and SKU, packed into containers, and delivered to U.S. destination ports.

Key Responsibilities and Achievements:

• Designed and implemented a client-server architecture utilizing Microsoft Windows NT, SQL Server, and SNA Server, integrated with IBM OS360 mainframes running DB2.
• Deployed a custom middleware solution for Windows NT (Distributed Architecture for Windows NT), created by Andersen Consulting, enabling efficient communication and rapid deployment of complex distributed systems.
• Introduced PowerBuilder as the front-end development tool, pioneering visual-based development processes that became a standard for future applications.
• Built a pre-Internet communication infrastructure leveraging X.25 frame relay from Cable and Wireless, facilitating reliable data transfer across eight Asian countries to North American data centers.
• Designed a custom data structure and ETL (Extract, Transfer, Load) processes to handle batch data processing, ensuring accuracy and timely information flow between regions.

Impact:

The Global Edge™ system was a groundbreaking innovation for its time, showcasing the potential of client-server technologies in global logistics. By integrating cutting-edge tools and processes, the solution set a new standard for logistics and information management, paving the way for modern distributed systems in the global supply chain.

Served as a Technical Analyst responsible for designing and implementing the technical architecture for FAST, a revenue reporting system that tracked worldwide product sales. This early ETL (Extract, Transform, Load) solution consolidated disparate sales data into a single database for daily financial analysis by Microsoft’s financial team.

Key Responsibilities and Achievements:

• Developed an ETL framework using MS-DOS command-line scripting and SQL Server to gather, process, and consolidate sales data from various departments.
• Enabled seamless integration and consolidation of sales data into a unified database, improving accuracy and timeliness of financial reporting.
• Leveraged the new Windows 3.1 Windows for Workgroups capabilities to establish PC-based networking, enabling distributed data sharing and resource access such as printers and file systems.
• Implemented an early client-server architecture to support distributed data sharing and analysis across the organization.

Impact:This project provided Microsoft with a robust and scalable solution for tracking and analyzing global sales data, streamlining the financial reporting process. By utilizing emerging client-server and networking technologies, the FAST system became a foundational tool for enhancing operational efficiency and data-driven decision-making at scale.

Led the design and implementation of the technical architecture for the TEXT 2000 project, a critical client-server document management system supporting legislative bill drafting and publishing. The project demanded 100% accuracy, as the authored content became part of state law.

Key Responsibilities and Achievements:

• Designed a client-server architecture integrating Windows PCs, Solaris SPARC workstations, and Documentum content management systems to create a seamless document drafting and publishing workflow.
• Implemented multivendor network protocols to enable Windows PCs to communicate with SPARC workstations running Interleaf, a content authoring suite, and Documentum via a custom API server.
• Engineered a solution that redefined document processes, improving workflows, enabling document sharing, and supporting electronic and printed document delivery in multiple formats.
• Introduced a robust document repository to eliminate redundancy and ensure consistent, efficient document management across legislative departments.

Technical Solution:

• The system utilized Interleaf 5 for drafting and publishing, Documentum for document storage and management, and Sun Microsystems servers for database and application hosting.
• Intel-based Windows workstations with graphical user interfaces (GUIs) provided user-friendly access, while the custom API ensured integration and seamless operations between platforms.
• Leveraged commercially available off-the-shelf (COTS) software components to deliver a cost-effective yet cutting-edge solution.

Significance:The TEXT 2000 project demonstrated advanced concepts in document management, particularly in managing non-technical documents for administrative, legal, and financial functions. This project was a pioneering example of compound document management, highlighting the complexities of integrating workflows across government enterprises while maintaining absolute accuracy. It positioned the State of Wisconsin Legislature as a leader in leveraging innovative technology for legislative processes.

Served as a Technical Programmer responsible for the development of CallTracker, Microsoft’s first GUI-based internal IT help desk system. The application introduced a Windows-based interface for tracking and managing internal support tickets, setting the foundation for modern help desk solutions and inspiring the design of Microsoft Outlook.

Key Responsibilities and Achievements:

• Developed a complex client-server application using the Windows 3.0 SDK, C 6.0 compiler, IMS DB2 database, and NetBEUI networking protocol.
• Integrated CallTracker with Microsoft’s XENIX-based email system to transform text-based ticket requests into a user-friendly visual interface.
• Designed an innovative graphical user interface (GUI) to improve the efficiency and usability of Microsoft’s internal help desk operations.
• Pioneered the use of a GUI-based ticketing system at Microsoft, significantly enhancing the IT department’s ability to manage and resolve internal issues.

Impact:CallTracker represented a groundbreaking advancement in IT systems for its time, showcasing the potential of GUI-driven applications for internal operations. This project not only improved Microsoft’s internal IT support processes but also influenced the design and user experience of future Microsoft products, including Outlook.

Contributed to the design and implementation of PROMISE, the first mail order pharmacy system to leverage barcoded scanning for prescription refills and mail-order delivery. The innovative client-server solution transformed how patients received medications, setting a new standard in pharmacy operations.

Key Responsibilities and Achievements:

• Designed and implemented a client-server architecture using Gupta SQL Windows as the client development platform.
• Developed custom communication protocols for satellite-based data exchange, ensuring secure and reliable information transfer.
• Integrated HLLAPI protocols for seamless interaction between the client system and IBM mainframe infrastructure.
• Engineered USB interfaces and protocols to connect Zebra barcode scanners to Dell Windows PCs, enabling efficient barcode scanning for prescriptions.
• Enhanced automation and accuracy in the prescription refill process, significantly improving patient experience and operational efficiency.

Impact:The PROMISE system revolutionized mail order pharmacy operations by introducing barcode scanning and streamlined delivery processes. This project demonstrated the potential of emerging client-server technologies in improving healthcare services and operational workflows.

As part of an internship program with Puget Power, integrated with coursework under the mentorship of Professor Les Atlas at the University of Washington’s Electrical Engineering Department, earning five 400-level design credits, Mark Hadland contributed to pioneering research in power load forecasting and outage prediction, leveraging early neural network models to address challenges in power distribution and future grid planning.

Key Responsibilities and Achievements:

• Developed predictive solutions for power load forecasting to manage outages and anticipate residential and commercial growth within the Puget Sound region.
• Designed and trained neural network models using historical outage data to simulate failure points on the power grid across transmission, substation, and distribution networks.
• Implemented a power system simulator to test models, improving the accuracy of forecasting compared to traditional methods.
• Demonstrated the potential of artificial intelligence to revolutionize power grid planning, leading to the early adoption of AI and predictive models in the power industry.

Publications:
Results of this work were published in leading journals and conferences, showcasing its significant contributions to the field:

1. M. Casey Brace, J. Schmidt, and M. Hadlin, "Comparison of the forecasting accuracy of neural networks with other established techniques," Proceedings of the First International Forum on Applications of Neural Networks to Power Systems, Seattle, WA, USA, 1991, pp. 31-35, doi: 10.1109/ANN.1991.213493.
2. D.C. Park, M.A. El-Sharkawi, R.J. Marks II, L.E. Atlas, and M.J. Damborg, "Electric load forecasting using an artificial neural network," IEEE Transactions on Power Engineering, vol. 6, pp. 442-449 (1991).

Impact:This early application of neural networks and artificial intelligence not only enhanced the accuracy of power grid forecasting but also laid the groundwork for broader AI adoption in the energy sector. This innovative approach demonstrated the transformative potential of AI in utility management, influencing industry practices and academic research alike.

During my time at the University of Washington, I had the privilege of living in Haggett Hall alongside Phil Spencer (now CEO of Xbox) and Tai Yee, the son of Microsoft Press President Min Yee. This connection led to an internship at Microsoft Press as a "V-Dash" contractor, earning $10 per hour—a great opportunity at the time.

Role and Responsibilities:

• Configured IBM PCs with CD-ROM drives to ship to publishing reviewers nationwide for evaluating Small Business Advisor, the first CD-ROM-based publication from Microsoft Press.
• Managed the complex installation process, requiring manual configuration of DIP switches and BIOS-level installation of specialized ROM drivers, as CD-ROM drives were not standard components in 1988.
• Ensured each workstation was fully operational, overcoming hardware and software challenges to deliver a reliable evaluation experience for reviewers.

This hands-on experience not only honed my technical skills but also laid the foundation for my deep understanding of PC architecture and troubleshooting. Despite leaving after a year to complete my Electrical Engineering studies, this role marked the beginning of my journey in technology, offering invaluable lessons and connections that continue to resonate.

(Though I sometimes wonder where staying at Microsoft might have led, I am grateful for the path this opportunity helped shape.)

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Spent two consecutive summers at NUWES, supporting the Proof, Test, and Evaluation of the Navy's torpedoes, including the Mark 48 and Mark 50. These roles provided hands-on experience with cutting-edge technology and instilled a passion for systems integration and computing.

1986 Internship:

• Assisted in the retrieval and data acquisition of torpedoes launched into Dabob Bay, analyzing telemetry data captured by onboard data recorders similar to airplane black boxes.
• Worked with a wide range of technologies, including DEC PDP-11 mainframes, DECnet, 4-Megabit IBM token ring networks, SCO Unix servers, SQL databases, VT320 terminals, and IBM 8088 XT PCs.
• Used simulation software from Bolt Beranek and Newman (BBN) to recreate torpedo test runs in 3D, combining acoustic and telemetry data for detailed analysis.
• Gained foundational exposure to systems integration, where various computing technologies converged to achieve complex simulations.

1987 Internship:

• Worked with cutting-edge video production technology, including an IBM PC AT equipped with an 80286 chip and an AT&T TruVision TGA video capture board, allowing true-color video capture—a rarity at the time.
• Configured the robust, hardware-intensive video card to produce professional-grade VHS videos for promotional and training purposes, integrating department logos with video footage.
• Operated a professional-grade video production system, including multiple Sony VHS recorders, to create high-quality deliverables for the Navy.
• Gained significant technical expertise, which led to certification as a Microsoft Certified Professional (MCP) in DOS and Microcomputer Hardware—the first professional-level certification from Microsoft.

Impact and Legacy:

• These internships cemented a lifelong interest in technology, systems integration, and computing.
• Became an early subscriber to Dr. Dobb's Journal and Microsoft’s Developer Network (MSDN CD) publications, fostering a deep engagement with emerging technologies and developer resources.

This experience not only provided technical expertise but also inspired a career dedicated to solving complex problems through innovative technology integration.

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