Experience

Trust Payments

• United Kingdom
• Financial Services
• 300 - 400 Employee

• Technical Integrations Support

  • Aug 2022 - Present

• Technical Support

  • Jul 2020 - Aug 2022



GLI UK Gaming Ltd

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

• Analyst Programmer

  • Jan 2019 - Jul 2020

  Role involved working alongside a team of mathematicians to certify that land-based, online and lottery games are compliant with the requirements of many worldwide jurisdictions. Generated game simulations and statistical data which was then parsed using Groovy. Role involved working alongside a team of mathematicians to certify that land-based, online and lottery games are compliant with the requirements of many worldwide jurisdictions. Generated game simulations and statistical data which was then parsed using Groovy.



Inspired Entertainment, Inc.

• United States
• Gambling Facilities and Casinos
• 200 - 300 Employee

• 2nd Line Remote Operations Engineer

  • Sep 2016 - Jan 2019

  Provide second line support for all products and technologies around the world owned by Inspired. The ability to work using your own initiative was key as most of the incidents escalated are outside of standard fix processes and would need to be investigated, fixed, documented and escalated in accordance with ITIL standards. Responsibilities of the 2nd Line role included:· The escalation point for the operational support department.· Managing incidents via service desk.· Assisting field service engineers and providing software support and technical advice over the phone.· Monitoring estate environments, servers and networks 24/7 and escalating them as appropriate.· Identifying and investigating recurring problems or incidents.· Writing and developing scripts or tools when needed using Batch, Shell, PHP, JavaScript and Python.· Creating training packages to train teams on the new products released by Inspired Gaming.· Writing new standard fix procedures and processes from scratch.· Developed a web application to assist with time consuming hourly tasks which is now used by multiple teams within Inspired. Show less

• 1st Line Remote Support Engineer

  • Aug 2011 - Sep 2016

  Provided first line support for Inspireds UK betting and street gaming product by utilising bespoke toolsets. Aimed to efficiently diagnose, fix and escalate service incidents in accordance with the customers service level agreement. Provided telephone support for both customers and field service engineers. Promoted to Senior Engineer in 2014 and was given additional responsibilities, such as:· Supporting the team manager by completing projects with an aim to improve team productivity.· Escalation point when assistance or advice was needed.· Point of contact when liaising with other teams or customers.· Monitoring SLA and queue volumes and acting on irregularities.· Training and mentoring the team.· Amending standard fix procedures and processes. Show less