• Formulated and deployed long-term strategic plans for acquiring and enabling efficient and cost-effective information processing and communication technologies.• Manage IT department operational and strategic planning, including business requirements, project planning, and organizing and negotiating the allocation of resources.• Developed business case justifications and cost/benefit analyses for IT spending and initiatives.• Performed direct research on potential technology solutions and implementations in support of new initiatives, opportunities, and procurement efforts.• Project Manager on the install of ACSC Casino Management Software at seventeen properties throughout Chickasaw Properties estimated $20 million project• Project Manager of a variety of software applications being installed at Chickasaw Properties including CIS, CDI, NEWave and ACSC upgrades• Redesigned and documented Accounting processes for the accounting day, provided training to accounting staff on procedures. Trained many departments not only on Casino Management System but on Casino Gaming.• Oversaw negotiation and administration of vendor, outsourcer, and consultant contracts and service agreements.• Worked on Class II conversion to communicate with Casino Management System • Managed IT staffing of Gaming Business Analysts, Quality Assurance Team, and Slot Configuration Team, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.• Built strong relationships with vendors and departments within CNDC

• Ensured that gaming applications met business requirements and systems goals, fulfill end-user requirements, and identify and resolve systems issues.• Reviewed and analyzed existing gaming applications effectiveness and efficiency, and then developed strategies for improving or leveraging those systems.• Cultivate and disseminate knowledge of application-usage best practices• Evaluated, installed, configured, and deployed new applications, systems software, products, and/or enhancements to existing applications throughout the Casino.• Designed, developed, and installed application enhancements and upgrades.• Coordinated feasibility studies for software and system products under consideration for purchase, and gave advice based on findings.• Contributed to pre-testing phase of development by evaluating proposals in order to identify potential problem areas, and make the appropriate recommendations. • Negotiated contracts with software and service providers.• Worked with company’s software suppliers for prompt rectification of any problems or emergencies.

• Established and enforced Help Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.• Analyzed performance of Help Desk activities and documented resolutions, identifying problem areas, and devised and delivered solutions to enhance quality of service and to prevent future problems.• Planned and conducted performance appraisals of Help Desk staff, administered disciplinary action, raises, bonuses, and promotions when necessary.• Managed the process of incoming calls to the Help Desk via both telephone and e-mail to ensured courteous, timely, and effective resolution of end user issues.• Designed and enforced request handling and escalation policies and procedures.• Coordinated and/or performed hands-on fixes at the desktop level, gaming management monitor and troubleshooting, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.• Monitored and tested fixes to ensure problems have been adequately resolved.• Tracked and analyzed trends in Help Desk requests and generate statistical reports.• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.• Identified, recommended, developed, and implemented end user training programs to increase computer literacy and self-sufficiency.• Help Desk supported 76 different applications first and second level support.