Experience

Sightline Payments

• United States
• Financial Services
• 1 - 100 Employee

• Technical Support Manager

  • Mar 2023 - Present

  United States

• Product Manager of Client Services

  • Oct 2013 - Apr 2023

  • Provide outstanding customer service and support for over 30 casinos to include various web based applications, ATM installations, cash advance services, and customer disputes. • Utilized and managed Service Desk Plus to maintain and monitor my workload on a daily basis in order to efficiency and proactively plan out the work week. • Processed and implemented procedures and documentation to support the procedures for various products that was supported by Client… Show more • Provide outstanding customer service and support for over 30 casinos to include various web based applications, ATM installations, cash advance services, and customer disputes. • Utilized and managed Service Desk Plus to maintain and monitor my workload on a daily basis in order to efficiency and proactively plan out the work week. • Processed and implemented procedures and documentation to support the procedures for various products that was supported by Client Services. • Completed several ‘new casino\client’ installations with little to no supervision and with an extreme satisfaction of the client.



Global Cash Access

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

• Senior Lead, IT Services

  • Jun 2011 - Oct 2013

  • Supervised a small team of techs while maintaining daily operations. • Provided outstanding customer service and support to over 400 employees, both internally and remotely using remote desktop tools such as TeamViewer to support the various PCs, laptops, and mobile devices within the company. • Key player in getting the company to common standard which included the following; one brand of laptop \ PC, upgrading from Windows XP to Windows 7 and also upgrading from Microsoft Office 2003… Show more • Supervised a small team of techs while maintaining daily operations. • Provided outstanding customer service and support to over 400 employees, both internally and remotely using remote desktop tools such as TeamViewer to support the various PCs, laptops, and mobile devices within the company. • Key player in getting the company to common standard which included the following; one brand of laptop \ PC, upgrading from Windows XP to Windows 7 and also upgrading from Microsoft Office 2003 to Office 2010. • Utilized and managed Service Desk Plus to maintain and monitor my workload on a daily basis in order to efficiency and proactively plan out the work week. • Trained and provided employees with technical guidance as needed on newly installed hardware. • Administrated accounts for several web based applications by creating/deleting accounts and password resets • Made recommendations to senior management regarding hardware replacements, upgrades and new installations as required. • Worked closely with vendors in troubleshooting hardware and software. Show less



Station Casinos

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

• Senior IT Support Technician

  • Sep 2007 - Sep 2010

  • Provided outstanding customer service and support to over 8 large casinos and employees, both internally and remotely using remote desktop tools such as Dameware and other proprietary software made available to support the various PCs, laptops, and printers within the company. • Assisted in the repairs and replacement of IBM infogenesis terminals and devices. • Resolved local network issues by troubleshooting connectivity at patch panels and switches with the networking… Show more • Provided outstanding customer service and support to over 8 large casinos and employees, both internally and remotely using remote desktop tools such as Dameware and other proprietary software made available to support the various PCs, laptops, and printers within the company. • Assisted in the repairs and replacement of IBM infogenesis terminals and devices. • Resolved local network issues by troubleshooting connectivity at patch panels and switches with the networking team. • Assisted with hardware/software installs and upgrades. • Experienced in trouble shooting various components of the PC to ensure that the proper issue was diagnosed and handled with little to no downtime. (Hard Drive/Video/RAM/OS) • Utilized CA help desk to help balance the workload for each day and corresponding week. • Worked closely with vendors in troubleshooting hardware and software. Show less



US Navy

• United States
• Armed Forces
• 700 & Above Employee

• E5 \ Information Systems Technician

  • Jun 1995 - Jun 2000

  Washington State • Honorably discharged after 5 years of complete service. • Maintained a TOP SECRET Clearance for 5 years while serving in active status and 3 years while in inactive status. • Shift Supervisor for all shifts needed and was a dedicated team player. • Received and delivered various levels of classified material throughout the command(s). • Basic networking cabling and troubleshooting techniques applied while on board several US Naval Vessels.