Experience

Eclipse Gaming Systems

• United States
• Gambling Facilities and Casinos
• 1 - 100 Employee

• System Administrator

  • Jan 2020 - Present



Sage

• United Kingdom
• Software Development
• 700 & Above Employee

• Product Mentor

  • Sep 2018 - Jan 2020

• Product Specialist

  • Jun 2016 - Sep 2018



AGS - American Gaming Systems

• United States
• Gambling Facilities and Casinos
• 400 - 500 Employee

• Lead Network Administrator

  • Jan 2013 - Apr 2016

  • Independently coordinate and schedule new site installations and upgrades • Install, implement, and administer Windows 2003/2008 servers • Perform MS SQL administration tasks, scripting, DB backups and recoveries with little or no interruption for the end user • Plan, coordinate, schedule and delegate install/upgrade tasks to team members for highest efficiency • Develop and maintain coherent documentation of policies and procedures for IAA operations • Install and upgrade CJ and other software • Manage user accounts in Active Directory • Analyze and evaluate system requirements to determine needs and suggest improvements • Forecast and project equipment needs for new installs • Interpret change controls to determine H/W and S/W needs for requested installs/upgrades • Oversee and monitor installs/upgrades performed by team members • Meets strict deadlines for all IT responsibilities



Cadillac Jack, Inc. an Amaya Company

• Duluth, GA

• Senior Technical Support Technician

  • Sep 2009 - Jan 2013

  • Effectively provided technical support to field technicians • Troubleshot and resolved issues with Windows servers • Troubleshot and corrected SQL reporting issues • Monitored and resolved remote connectivity issues to remote servers • Installed Windows 2003/2008 servers with little to no downtime • Arranged installments and upgrades of CJ and other software • Independently trained and assisted new team members • Effectively provided technical support to field technicians • Troubleshot and resolved issues with Windows servers • Troubleshot and corrected SQL reporting issues • Monitored and resolved remote connectivity issues to remote servers • Installed Windows 2003/2008 servers with little to no downtime • Arranged installments and upgrades of CJ and other software • Independently trained and assisted new team members



LANDESK Software

• United States
• Software Development
• 100 - 200 Employee

• Product Specialist

  • Aug 2007 - Jan 2009

  Collaborate with customers to determine their needs and how those need can be met with Touchpaper software Install and configure Touchpaper ITBM products on customer’s network, both on site and remotely Design processes within the Touchpaper console to manage customer workflows Provide on-site customer training on Touchpaper ITBM in both a classroom setting as well as one on one Collaborate with customers to determine their needs and how those need can be met with Touchpaper software Install and configure Touchpaper ITBM products on customer’s network, both on site and remotely Design processes within the Touchpaper console to manage customer workflows Provide on-site customer training on Touchpaper ITBM in both a classroom setting as well as one on one



Halski Systems

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• temp contractor

  • 2009 - 2009



Domino's

• United States
• Restaurants
• 700 & Above Employee

• Associate Network Administrator

  • Jun 2005 - Aug 2007

  • Monitor and maintain the ticketing queue, and involve additional resources as necessary.• Maintain Windows 2000/2003 servers with Novell integration.• Provide installation, configuration, and maintenance of network infrastructure.• Responsible for server maintenance and repair.• Install server and client side network hardware and software.• Install and deploy network caching devices.

• 1st Level Management and Training

  • 2001 - 2007

  Manage a team of 8 on-site contract help desk technicians.Review technical tickets to ensure service level agreements (SLA) are being met.Participate in selection of outsourced first level help desk vendor.Provide onsite technical training for outsourced service center.Perform weekly reviews and provide feedback on the abilities and accuracy of each technician.Participate in weekly updates to determine the overall effectiveness of the team.Liaison with other teams and the outsourced help desk.Provide escalation management and assist in dealing with difficult customers.

• Technical Writer

  • 2001 - 2007

  Design templates for 1st level help desk training and knowledge base documents.Develop documentation and scripts for the 1st level technical help desk.Generate end-user documentation for approximately 1600 employees.Create Crystal reports to provide statistical data from HEAT for multiple departments.Manage the collection of documentation used by 1st level help desk for IS and HR issues to ensure functionality.Create and update technical documentation as new technologies are introduced or methods change.Review current documentation for accuracy and update as needed.

• Database Management

  • 2001 - 2007

  Develop custom screens in HEAT to accommodate the needs of Security, Human Resources and Partners.Construct and maintain a matrix within HEAT that prompts the 24/7 security team to perform specific actions dependant on the content of the ticket.Create automated tasks that help streamline the ticket creation process.Generate custom Crystal reports for each team.Maintain the health of the HEAT server and perform monthly clean up of the database.

• Senior Lead Help Desk Analyst

  • Aug 2001 - Jun 2005

  Perform Break/Fix analysis on hardware, applications, and operating systems.Respond to telephone calls, emails and personal requests for technical support.Monitor and maintain the ticketing queue, and involve additional resources as necessary. Track and monitor problems to ensure resolution within SLA.Monitor hardware that is received in the office for timely resolution of issues.Receive and successfully handle all types of Help Desk calls.Troubleshoot end-user software, hardware, and network connectivity related problems.Prioritize, monitor and review tickets to ensure customer satisfaction.



OtterBase

• United States
• Staffing and Recruiting
• 1 - 100 Employee

• Help Desk Technician (Dominos Pizza LLC)

  • Aug 2000 - Aug 2001

  Perform Break/Fix analysis on hardware, applications, and operating systems. Respond to telephone calls, emails and personal requests for technical support. Monitor and maintain the ticketing queue, and involve additional resources as necessary. Track and monitor problems to ensure resolution within SLA. Monitor hardware that is received in the office for timely resolution of issues. Receive and successfully handle all types of Help Desk calls. Troubleshoot end-user software, hardware, and network connectivity related problems. Prioritize, monitor and review tickets to ensure customer satisfaction.