Experience

Aruze Gaming America

• Field Operations

  • Jan 2010 - Present

  Provide electro-mechanical integration support in the field for Latin American markets and new system compatability Created and maintain Standard Operating Procedures for Service and Support Service, Support, Intallations and other technical projects in Las Vegas and Latin AmericaCreated, adapted, and implemented technical training in Spanish for complete product lineProvide 24 hour service and support via phone for Latin American markets. Provide Customer… Provide electro-mechanical integration support in the field for Latin American markets and new system compatability Created and maintain Standard Operating Procedures for Service and Support Service, Support, Intallations and other technical projects in Las Vegas and Latin AmericaCreated, adapted, and implemented technical training in Spanish for complete product lineProvide 24 hour service and support via phone for Latin American markets. Provide Customer Service and promt resolution of issues through remote and on-site service and support Track all pending Latin America field issues from notification to resolution in coordination with other internal departments Show more Show less



MP ALARMS, INC

• Installer/Field Operations Supervisor

  • Jul 2007 - Dec 2010

  Management of Customer Support, Logistics, Installations, Technical Projects, Project Calendar, and product requisition and allocation. Organization of a technical team through efficiency with minimal micro-management. Management of Field Operations and coordination with other departments.Created and implemented a complete library of Standard Operating Procedures to streamline processes and create accountabilityGathered and organized necessary resources to increase efficiency… Management of Customer Support, Logistics, Installations, Technical Projects, Project Calendar, and product requisition and allocation. Organization of a technical team through efficiency with minimal micro-management. Management of Field Operations and coordination with other departments.Created and implemented a complete library of Standard Operating Procedures to streamline processes and create accountabilityGathered and organized necessary resources to increase efficiency through organizationIntroduced new IT resources to establish a Customer Database, and create a Helpdesk system for Field Service record keepingMaintained knowledge of newest technologies in the industry and researched constantly to improve products catalog Leadership of multi-level teams at multiple locations to accomplish company goals and maintain customer satisfactionResponsible for establishing standardized guidelines to optimize customer service, support, and satisfactionMaintained up-to-date information of products and industry to properly train technical staff and oversee qualityNegotiated third-party services necessary for optimal service such as, call center services, web site design, and marketing Show more Show less



VIP Security, Inc

• President/Co-Owner

  • Apr 2007 - Dec 2008

  Calculated an initial investment, created a business plan, and followed through with the creation of an incorporated business with assistance of a business partner.Obtained a 300% ROI within the first six months of operationsEstablished Standard Operating Procedures to streamline processes and increase efficiency of operationsCreated a Three Phase marketing plan to optimize spending at different stages of business developmentExceeded all financial targets by… Calculated an initial investment, created a business plan, and followed through with the creation of an incorporated business with assistance of a business partner.Obtained a 300% ROI within the first six months of operationsEstablished Standard Operating Procedures to streamline processes and increase efficiency of operationsCreated a Three Phase marketing plan to optimize spending at different stages of business developmentExceeded all financial targets by controlling costs, surpassing sales goals and exceeding referral percentagesManaged all business administration issues including corporate forms, third-party contracts, sales paperwork, and HR Introduced necessary IT solutions including: MS Office, MS Project, SQL Database, and created all internal formsResearched and negotiated all third-party resources necessary for optimal business functions Show more Show less



JCM American Corporation

• Lead Technician/Field Engineer (Tech II)

  • May 2002 - Jul 2007

  Provided multi-level Customer Support through installations, Maintenance, team leadership, and Sustaining Engineering Support. Oversaw high level projects including new product roll outs and investigation of top tier technical field issues.Assisted management with creation and implementation of Operating Procedures library for Customer Service/Support teamsOversaw new product releases through all stages including: Beta testing, logistics, project planning, and onsite… Provided multi-level Customer Support through installations, Maintenance, team leadership, and Sustaining Engineering Support. Oversaw high level projects including new product roll outs and investigation of top tier technical field issues.Assisted management with creation and implementation of Operating Procedures library for Customer Service/Support teamsOversaw new product releases through all stages including: Beta testing, logistics, project planning, and onsite supportInvestigation of high level product issues including mechanical, electronic, and firmware to observe, analyze, trouble-shoot and provide solutions in coordination with sustaining engineering and sales departmentsAssisted engineering with capturing, interpreting, analyzing, and trouble-shooting binary bidirectional communications data to update and maintain peripherals protocol (ID: 003)Provided support for Spanish speaking customers in South America, Mexico, and the Caribbean through email, phone support, and onsiteInstallation of ICB accounting systems including SQL servers, web interface applications, network connections, PC setup, and printer setupConducted technical training for technical and non-technical casino personnel on product usage, trouble-shooting, and repairMaintained exceptional quality of work and high productivity through personal and team efforts for a high customer satisfaction rate Conducted technical demonstrations in a technical sales role to increase visibility of products, customer knowledge, and boost overall sales Show more Show less



Coney Island Emporium, LLC

• Bench Technician

  • Feb 2001 - Apr 2002

  Maintained proper operation of electronic and electro-mechanical amusement machines through technical support with assistance of a technical staff and game attendants. Reduced overall downtime of machines to increase profitability and customer satisfactionRepaired and refurbished crt monitors and control boards to component level as neededConducted Preventive Maintenance of a variety of game platforms to ensure reliability and reduce failure rateRepaired and… Maintained proper operation of electronic and electro-mechanical amusement machines through technical support with assistance of a technical staff and game attendants. Reduced overall downtime of machines to increase profitability and customer satisfactionRepaired and refurbished crt monitors and control boards to component level as neededConducted Preventive Maintenance of a variety of game platforms to ensure reliability and reduce failure rateRepaired and refurbished electric motors, servos, and valves through replacement of gaskets, grease, gears, and parts subject to wearResearched technical information through manufacturers, service providers, and internet to obtain documentation and parts needed for game repairMaintained detailed logs of tasks and ongoing or pending issues to maximize team communicationsReported all tasks and issues to Technical Supervisor, Technical Manager, and Directors Show more Show less



Silicon Gaming, Inc

• Lead Line Technician

  • Jan 1999 - Dec 2000

  Oversaw completion of production goals for slot machine assembly line number one. Coordinated with Operations Manager, Sales, customers, and assembly technicians to overcome issues preventing proper productivity.Increased efficiency of assembly line through constant training and mentoring of technicians Communicated with Warehouse manager, and Operations Manager to obtain, resources, parts, technical information, manage staff, and meet deadlines through extended hours and… Oversaw completion of production goals for slot machine assembly line number one. Coordinated with Operations Manager, Sales, customers, and assembly technicians to overcome issues preventing proper productivity.Increased efficiency of assembly line through constant training and mentoring of technicians Communicated with Warehouse manager, and Operations Manager to obtain, resources, parts, technical information, manage staff, and meet deadlines through extended hours and increased productivityConducted quality assurance of completed slot machines, and setup of game options according to customer specificationsLed new production of new products such as, Family Feud interactive slots, and Odyssey interactive slots.Trouble-shot to modular lever and tested all machines to complete the production process Show more Show less