I currently am responsible for providing strategic leadership, supporting and managing the day to day IT support and maintenance operations for the company supporting the Retail, Call Center and other business operations. This intel's management and support of all network, hardware, software, and telecommunications as well as managing related projects, vendor relationships, and system maintenance contracts while ensuring IT expenses are within the defined budget. I am responsible for managing a team of support, database and developer technicians in multiple geographic locations motivating them to provide quick resolution to technical issues as well as documentation to facilitate efficient operations. I also interface with other department management such as Retail, Engineering and Customer Care management to ensure their IT support needs are being met.

Job Summary: The IT Operations Manager manages the day to day IT support operations, provisioning, installation, configuration, operation, and maintenance of systems hardware, software, and related infrastructure for the company Retail, Call Center, Engineering and other business operations. This includes management and assurance of the efficient operation and responsibility for the design, configuration, maintenance and monitoring of all IT related systems that support the company, such as Windows servers, VMWare servers, backups, all IP networks as it relates to the IT networking infrastructure, all application servers/appliances including IVR systems, and all telecommunications. The IT Operations Manager is responsible for providing frontline trouble reporting support as well as managing related projects, vendor relationships and system maintenance contracts while ensuring IT expenses are within the defined IT operating budget. This position will be responsible for managing a team of support technicians in multiple geographic locations motivating them to provide quick resolution to technical issues as well as documentation to facilitate efficient operations. This position will interface with other department management such as Retail, Engineering and Customer Care management to ensure their IT support needs are being met.

Essential Duties & Responsibilities:• Develops department plans, goals and objectives to meet the needs of the casino; ensures compliance with all applicable with all applicable tribal, state, and federal gaming regulations.• Establishes, implements and communicates goals, objectives, policies and procedures.• Improves staff effectiveness by counseling, training and recommending disciplinary action for employees; planning, delegating, monitoring, and appraising job tasks and results in a timely manner.• Coordinates the maintenance and implementation of the casino’s information systems including the network, hardware, software and telecommunications.• Hosts regular staff meetings to ensure communication between personnel and IT activities.• Maintains the integrity and security of information systems.• Achieves financial objectives by monitoring and tracking annual budget; recommends programming expenditures for the IT annual budget.• Contributes to department’s effectiveness by identifying short-term and long-range issues and goals that must be addressed; providing information and commentary pertinent to deliberations; recommending options and courses of actions; implementing directives.• Keeps leadership and other departments informed of status of IT activities by attending meetings and submitting reports.• Maintains professional and technical knowledge by conducting research, attending seminars, educational workshops, classes and conferences; reviewing professional publications; establishing networks; participating in professional societies; conferring with representatives of contracting agencies and related organizations.• Maintains confidentiality of all privileged information.

Provide extensive technical customer support over multiple operating systems platforms remotely.Perform systems analysis, trouble investigation and resolution on all end user equipment.Install and maintain multiple OS applicationsWarranty replacements on HP/Dell and Mac laptops, desktops and servers in addition to new installation of equipment.Scheduling of multiple sites for repair work with the customer as well as inventory of equipment on site. Server backups as scheduled maintenance Altiris ticketing system and SMS push via Altiris ticketing system

Install and maintain multiple OS applications, 95-Xp and other software applications Office 9x-2007, Adobe, SMS, and Oracle.❖ Remote desk trouble shooting and installation of software and updates.❖ Provide extensive customer support and technical engineering.❖ Perform systems analysis, trouble investigation and resolution on Dell and HP equipment.❖ Offer intermediate level mentoring and coaching to junior staff members.❖ Warranty replacements on HP/Dell and MAC laptops and desktops in addition to new installation of equipme