Experience

Global Gaming Solutions LLC

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

• Manager, Corporate Applications

  • Jul 2022 - Present

  Since 2008, Global Gaming Solutions has successfully leveraged the business and technological expertise of the Chickasaw Nation to invest in gaming, racing and entertainment industries. GGS brings extensive expertise in development, management, marketing, and public relations. Since 2008, Global Gaming Solutions has successfully leveraged the business and technological expertise of the Chickasaw Nation to invest in gaming, racing and entertainment industries. GGS brings extensive expertise in development, management, marketing, and public relations.



The Venetian Resort Las Vegas

• United States
• Gambling Facilities and Casinos
• 700 & Above Employee

• Solutions Analyst

  • Feb 2021 - Jul 2022

  • Provide level 2 and on call support for I.T. areas needing support. • Work with Business Owners and Key Stakeholders to formulate systems specifications across multiple business functions and application environments. • Executes short duration projects (1 – 6 months) independently. • Provide SME for business functions and configuration of application systems. • Develop criteria for supporting solutions. • Make presentations to C suite level members on systems and options. • Participate in major projects as needed. • Coordinated and conducted postmortems, AAR meetings and created a recommendations report to help identify successful and unsuccessful project elements • Worked with software vendors to implement and test application software. Show less



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Licensed Insurance Agent P&C - USAA

  • Oct 2020 - Feb 2021

  •Paid way better than unemployment. •Licensed and presented in 49 states to sell/support Personal Lines of Insurance. •Facilitates the Property & Casualty (P&C) member experience by answering inbound phone calls, emails, and/or other contacts from members. •Effectively operates in a contact center environment and navigate multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels. •Applies developing knowledge of personal lines insurance to assist members with foundational to moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services. Responsible for the respective trailing documents for all states. Show less



Boyd Gaming

• United States
• Gambling Facilities and Casinos
• 700 & Above Employee

• IT Product Manager, Non-Gaming

  • Jan 2019 - May 2020

  Was part of companies 60% RIF due to COVID-19 Managed teams overseeing Marketing, various Point of Sale systems and Hotel PMS applications and systems at the companies geographically diversified 29 gaming entertainment properties in 10 states. The Company currently operates 1.77 million square feet of casino space, more than 38,000 gaming machines, 815 table games, more than 11,000 hotel rooms, and 320 food and beverage outlets. Was part of companies 60% RIF due to COVID-19 Managed teams overseeing Marketing, various Point of Sale systems and Hotel PMS applications and systems at the companies geographically diversified 29 gaming entertainment properties in 10 states. The Company currently operates 1.77 million square feet of casino space, more than 38,000 gaming machines, 815 table games, more than 11,000 hotel rooms, and 320 food and beverage outlets.



Choctaw Nation of Oklahoma

• United States
• Government Administration
• 700 & Above Employee

• Sr. Manager, IT Applications

  • Jul 2017 - Jan 2019

  Reason for leaving was relocation to care for terminally ill family member. The Choctaw Nation of Oklahoma manages over 20 gaming sites, three resorts, six hotels, a KOA RV park, seven restaurant franchises including two Chili’s and 3 Choctaw Country Markets. Worked with business to select new theater and concession system, managed install team. Researched and implemented paperless receipts for InfoGenesis POS system. Researched and implemented card swipe device prompts for staff tips using different options for fine dining and food court which increased staff tip take home. Researched and implemented card swipe devices to accept RFID payments and worked with card issuers and payment gateway provider for approval. Researched mobile room keys on smartphones and began hardware swap in small tower to see how well received by patrons. Reduced costs and expenses by leveraging current system abilities to negate need to purchase additional systems. Introduced processes and standardization for non-gaming implementations to increase efficiencies and streamline implementations. Coordinated organization response to Chili's (Brinker) data breach to ensure organization was not effected due to franchise ownership. Worked with organizational teams when organization was on path from PCI tier level 2 to level 1 to ensure guidelines were met. Implemented updated POS hardware to ensure continued PCI compliance and improve service delivery. Recognized training needs and selected training tools for team members, arranged various product training sessions. Worked across organization to share lessons learned and best practices. Ensured clarity around priorities and goals for the functional areas. Worked across functions with peers in other groups to ensure collaboration for shared goals. Assisted in the planning and implementation of additions, deletions and major modifications to the supporting infrastructure company-wide. Mentored others to develop as leaders. Show less



Chickasaw Nation Division of Commerce

• IT Application Support Manager, CE IT

  • Mar 2014 - Jul 2017

  Opened 8 new properties and oversaw several expansions, under budget and ahead of timelines.Managed Gaming and Point of Sale support teams for the companies 29 properties including the worlds largest casino, Winstar with corporate revenue in excess of 13 Billion a year. Wrote several Cognos and IBM DB2 SQL queries for data analytics and troubleshooting for various business units within the company. Managed I.T. resources for several expansions at various properties.Mentored 2 teams of Business Analysts (Gaming and Point of Sale)Developed processes and procedures for seamless/standardized upgrades, migration activities and troubleshooting which continue to be used.Maintained Communication with other business areas to implement approved/improved strategies.Managed direct reports, indirect reports and IT Vendors.Managed project budgets exceeding $500K.Lead support team in resolving Point of Sale and Gaming Application(s) issues.Managed a team of Point of Sale and Gaming Business Analysts for 2nd and 3rd level support, UAT and implementations.Maintained applicable vendor and internal customer relationship management.Involved thorough understanding of key technical architectures, operating systems, host platform software and hardware, and all supporting processes and integration dependencies.Created custom reports and troubleshooting queries via SQL so the entire teams can use.Performed analysis of existing information systems processes to evaluate effectiveness.Developed and proposed new system standards to improve production or workflow as required.Proficient use of AS/400 Query and IBMi SQL updates. Show less

• IT Gaming Applications Supervisor

  • May 2012 - Mar 2014

  Manages a team of Gaming Business AnalystsMaintains applicable vendor and internal customer relationship managementMaintains communication with other areas of IT to implement approved technology strategies and systems ensuring compatibility with existing systems, standards compliance, and consistency with long term business needs, strategies and policiesManage indirect reports and some IT vendors Involved in key vendor and internal customer relationships managementInvolved thorough understanding of key technical architectures, operating systems, host platform software and hardware, and all supporting processes and integration dependenciesWill be a key communicator with the iSeries Administrators and Developers.Is required to understand reports via query and/or SQLWill have some direct communication with Bally Technologies from the application perspectivePerforms analysis of existing information systems processes to evaluate effectiveness.Develops and proposes new system standards to improve production or workflow as required.Develop, manage, and conduct training sessions for end-users and system support staff.Conducts research pertaining to development of new information systems to meet current and projected needs.Prepare Project Plans that follow the SDLC for new initiatives and installs.Proficiency in AS/400 Query and SQL updatesKnowledge of functionality, architecture and processes of a variety of new, existing and emerging business enabling technologies, systems and approaches that are or may become critical in executing CNDOC business strategiesExperience in managing projects; management of inter-relationships and inter-dependencies between multiple Products/Projects/Applications and management of multiple priorities & informationDependable in executing objectives, strategies, and implementing actions of self and indirect reports and teams Show less

• IT Business Analyst

  • Jul 2010 - May 2012

  Provide 3rd level support for Bally Technologies ACSC/CMS/SMS/Table View products for the companies 17 casinos running Bally's ACSC/SMS.Implement new products and options within the system to enhance productivity, efficiencies and customer service.Currently working on project plans to upgrade Bally Technologies ACSC/CMS/SMS/Table View products to newer version with multiple Power products.Performe SQL queries and reports and customized as needed for various parties.Responsible for developing new reports and software application specifications. Work with software vendors to implement and test application software. Worked with the rest of the BA team to train and implement new ideas and system capabilities.Provide onsite support at the various properties around the state and make ongoing site visits for status checks. Show less



Planet Hollywood Resort and Casino

• Technical Support/LAN Technician/SR LAN Technician/ Casino Systems Business Analyst

  • Aug 2003 - Apr 2010

  • Coordinated the installation and implementation of all software applications. • Migrated all front line users from full PC hardware to using Thin Clients. • Responsible for training of system users in all departments in the proper usage of application software. • Maintained operations during entire property remodel, at times with only 25% of the casino floor open. • Coordinated all hardware movement and networks availability during remodel. • Installed and coordinated Nevada Gaming Control Board Field Trial of new products (Bally Technologies ACSC - SMS/CMS/Power Promotions/Power Winners/Power Rewards/Soft Menus and Bally's iView system) at Planet Hollywood Resort with all training and reporting coordinated among multiple departments and functional areas. • Performed SQL queries and reports and customized as needed for various parties. • Coordinated complete changeover of all ATM's on the floor from one vendor to another ahead of schedule with no disruption to guest service. • Assisted in the opening of new 1200 room tower on the property. • Responsible for developing new reports and software application specifications. • Worked with software vendors to implement and test application software. • Assisted in working with operations to implement, test and train application software with the user community. • Developed Tier 1 PC troubleshooting procedures for Help Desk support. • Developed Tier 2 PC troubleshooting procedures for LAN Technicians • Provided MAC OSX hardware and software support. • Performed several hardware upgrades, system configurations, maintenance and repair on several systems. • Performed upgrade of Infogenesis POS system and 3rd level support. • Made recommendations on PC and network software and hardware upgrades. • Implemented application control and security codes and databases relating to PCs and PC networks. • Installation, maintenance, upgrade and troubleshooting of desktop operating systems and applications. Show less



InfoGenesis

• Software Development
• 1 - 100 Employee

• Technical Support Representative

  • Mar 2008 - May 2009

  Technical Support for InfoGenesis Point of Sale system. Technical Support for InfoGenesis Point of Sale system.



Global Cash Access

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

• Technical Support

  • 2001 - 2003

  Monitoring and trouble ticket reporting on problems with the ATMs/ACMs, Hypercoms, Central Credit System, QCP Web, Quick Credit, Tele Check, Western Union. Provide technical support to all remote and in-house customers including on-site support when required. Report generation, data quality control, database update procedures, batch processing, end of month billing, statistical reporting Install, repair and replace customer and in-house equipment. Troubleshoot problems (Wide Area and Local Area Network problems (ISDN, Frame Relay), develop logical thought process. Working knowledge of transferring data between personal computers for the purpose of migration. Investigate/report data and voice circuit problems. General configuration knowledge of Cisco routers, Netgear routers, 3Com hubs, switches, as well as multi-vendor modems and CSU/DSUs. Investigates and resolves computer software and hardware problems of users. Issue trouble ticket reporting on all other problems. Receives telephone calls from users having problems using computer software and hardware or inquiring how to use specific software, such as statistical, graphics, database, printing, word processing, electronic mail, and operating systems. Answers questions, applying knowledge of computer software, hardware, and procedures. Determines whether problem is caused by hardware, such as modem, printer, cables, or telephone. Talks with coworkers to research problem and find solution, communicates with programmers to explain software errors or to recommend changes to programs. May test software and hardware to evaluate ease of use and whether product will aid user in performing work. Assist in the training of users on software and hardware on-site or in a classroom setting. Maintains excellent communication with supervisors, seniors and employees regarding all aspects of their duties. Show less



Advantage Payroll Services

• United States
• Accounting
• 1 - 100 Employee

• Technical Support

  • Jan 1998 - May 2001

  Provide help desk support for RS6000 and N.T. systems at first level support for the company and franchises. Log all requests for support into tracking system and monitor open requests. Assisted users to determine problem and provide resolution. Monitor RS6000 systems, communication lines, SRX 9000 phone switch, batch processing and various system backups. Implement and administer a 25 to 100+-user community on Microsoft Windows NT 4.0 (workstation and server) environment using Citrix MetaFrame with users located nationwide. Show less


L.L.Bean
• United States
• Retail
• 700 & Above Employee
• Footwear Sales - Freeport Retail store

  • Oct 1996 - Jan 2001