Experience

Pavilion Payments

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

• Senior Manager, Technical Support

  • Apr 2023 - Present

  United States Coordinates technical responses to major incidents, allowing technical resources to focus on issue resolution while maintaining communication channels to senior management and other leaders. Facilitates responses and solutions to problem tickets from all responsible technical teams. • Provides tactical technical direction to technical staff and supports sales in all areas of implementation and ongoing retention. • Leads multiple geographically dispersed technical support team… Show more Coordinates technical responses to major incidents, allowing technical resources to focus on issue resolution while maintaining communication channels to senior management and other leaders. Facilitates responses and solutions to problem tickets from all responsible technical teams. • Provides tactical technical direction to technical staff and supports sales in all areas of implementation and ongoing retention. • Leads multiple geographically dispersed technical support team members performing skilled tasks. Allocates and prioritizes, and schedules the appropriate resources to ensure both operational and project objectives are supported and progressed. • Ensures that the relevant technical skills are available to support the infrastructure through training and development. Provides support, direction, and motivation to team members to expedite their development and career progression. • Working knowledge of PCI PIN-Security procedures, regulations, and protocols as well as be a key stakeholder during industry-standard auditing. • Provides leadership in regard to logistics such as inventory management, supply￾chain management, and shipping/receiving. • Ensures delivery of products and services to external customers compliant to gaming industry regulations. • Engages with internal and external business partners to support current and future initiatives. • Manages and oversees the use of internal ticketing systems and 3rd party vendors. • KPI knowledge and management of special projects Show less



Global Payments Inc.

• United States
• Financial Services
• 700 & Above Employee

• Senior Manager of Operations

  • Jan 2023 - Apr 2023

  Coordinates technical responses to major incidents, allowing technical resources to focus on issue resolution while maintaining communication channels to senior management and other leaders. Facilitates responses and solutions to problem tickets from all responsible technical teams. • Provides tactical technical direction to technical staff and supports sales in all areas of implementation and ongoing retention. • Leads multiple geographically dispersed technical support team… Show more Coordinates technical responses to major incidents, allowing technical resources to focus on issue resolution while maintaining communication channels to senior management and other leaders. Facilitates responses and solutions to problem tickets from all responsible technical teams. • Provides tactical technical direction to technical staff and supports sales in all areas of implementation and ongoing retention. • Leads multiple geographically dispersed technical support team members performing skilled tasks. Allocates and prioritizes, and schedules the appropriate resources to ensure both operational and project objectives are supported and progressed. • Ensures that the relevant technical skills are available to support the infrastructure through training and development. Provides support, direction, and motivation to team members to expedite their development and career progression. • Working knowledge of PCI PIN-Security procedures, regulations, and protocols as well as be a key stakeholder during industry-standard auditing. • Provides leadership in regard to logistics such as inventory management, supply￾chain management, and shipping/receiving. • Ensures delivery of products and services to external customers compliant to gaming industry regulations. • Engages with internal and external business partners to support current and future initiatives. • Manages and oversees the use of internal ticketing systems and 3rd party vendors. • KPI knowledge and management of special projects

• Gaming Field Technician III

  • Jun 2015 - Jan 2023

  ● Support check cashing and cash advance software. ● Perform on-site and/or remote product installations and training as directed. ● Ensure seamless product implementation of new and existing customer accounts. ● Provide proactive, on-going, and on-demand technical assistance for hardware and software via on-site visit, telephone, and email to all gaming customers. ● Track and maintain all installed hardware by serial number at each gaming property. ● Maintain operation and… Show more ● Support check cashing and cash advance software. ● Perform on-site and/or remote product installations and training as directed. ● Ensure seamless product implementation of new and existing customer accounts. ● Provide proactive, on-going, and on-demand technical assistance for hardware and software via on-site visit, telephone, and email to all gaming customers. ● Track and maintain all installed hardware by serial number at each gaming property. ● Maintain operation and functionality of all hardware included, but not limited to point-of-sale terminals, printers, PCs, check readers, ATMs, multi-function kiosks, and ID scanners. ● Maintain operation and functionality of all client processing software. ● Properly log and document all customer interactions in the appropriate system. ● Provide hardware and software technical support as part of a periodic 24/7 on-call weekly rotation. ● Successfully navigate and utilize all systems per standard guidelines. ● Perform product hardware and software testing as requested to help ensure new product releases are performing properly prior to being placed into production. ● Provide email updates to leadership and the technical peer group as to service issues, installation statuses, & knowledge sharing. ● Supervise contract technicians in assigned geographical regions. ● Review and create email with appropriate content, grammar, and professionalism. ● Respond to customer phone calls with appropriate professionalism. ● Use all available systems and resources to review and interpret customer data. ● Escalate all department and system issues timely to leadership. ● Communicate outages immediately to leadership. ● Successfully complete additional skills training as required/requested. ● Other related duties as assigned.



FIS

• United States
• Information Technology & Services
• 700 & Above Employee

• Product Support Specialist II

  • Sep 2012 - Jun 2015

  United States - Ticked tracked 3rd level IT and account admin technical support for proprietary check cashing software known as ECAGE & iCan, provided over the phone and remotely via WebEx. - Traveled nationwide for locations requiring onsite technical support and or POS peripheral upgrades. - Provided complete hardware / software support for POS peripherals utilized by the ECAGE and iCan software. EPSON POS Printer, Intelli-Check ID Reader, VeriFone Pin Pad and VeriFone Signature Capturing… Show more - Ticked tracked 3rd level IT and account admin technical support for proprietary check cashing software known as ECAGE & iCan, provided over the phone and remotely via WebEx. - Traveled nationwide for locations requiring onsite technical support and or POS peripheral upgrades. - Provided complete hardware / software support for POS peripherals utilized by the ECAGE and iCan software. EPSON POS Printer, Intelli-Check ID Reader, VeriFone Pin Pad and VeriFone Signature Capturing Device. - Supported over 362 locations and 1,385 PCs. - Bi-weekly 24/7 on call rotation. - Backend systems monitoring and Hyperion reporting. - UAT and Production testing. - Help Desk training. - Basic transaction database research for the development team. - Gained experience with Oracle Java Runtime Environments, Microsoft SharePoint, and Data Express. Show less



PAR, Inc.

• United States
• Book and Periodical Publishing
• 1 - 100 Employee

• Distribution Specialist

  • Feb 2007 - Sep 2012

  Picking, packaging, and verification of all orders. Product kit building and responsible for nightly closing of the the building. Processed product returns as well as damaged merchandise.