Michael B. Email & Phone Number

Las Vegas, Nevada, United States

Provide tier 2 technical support for our new and existing customersTroubleshoot field issues and inspections at customer sites as requiredUse SalesForce.com (SFDC) case management system for all customer technical issuesProvide detailed analysis of site visits inclusive of problem details, analysis, and as needed 5-why's with recommended corrective actionsAnalyze field issues and customer provided information to resolve or recommend escalation to level 3 (Engineering) supportProvide technical solutions and recommendations to customers in a timely fashion that maintains the highest levels of customer service and satisfactionAssist OEM personnel with training for store-level proper techniques for product handlingProvide knowledgeable support for all API/UAPI, product and solution questions originating from customer integration, field trial and deploymentProvide direct support to bench-level technicians

Las Vegas, Nevada, United States

Responsible for Global Roadmap Development Priorities. Maintain customer satisfaction while delivering superior product at a lower customer cost to competitor alternatives.Responsible for forecasting, managing product EOL, development of new software and hardware to maximize market share. Help secure quarterly/yearly targets goal for all product needs. Help Provide direction for development / design for ETS products in the US Markets.Provide technical support needs for North & South America RegionsProvide Data Analysis for ETG Performance and recommendation based on their market needs.Work with our customers to provide network and game layouts.Provide assistance for operations staging gaming equipment, oversee issues & address before products leaves staging.Oversee all order accuracy for our sales team, this would help providing our customers with the best experience possible. Go over product functionality and training to customers and company employees.Keep track of new/used inventory and help provide timeframes on lead times.Help provide insight & suggestions on DEV work to improve our products moving forward

Las Vegas, Nevada, United States

Help Provide direction for development / design for ETS products in the US Markets.Provide technical support needs for North & South America RegionsProvide Data Analysis for ETG Performance and recommendation based on their market needs.Work with our customers to provide network and game layouts.Provide assistance for operations staging gaming equipment, oversee issues & address before leaves staging.Go over product functionality and training to customers and company employees.Keep track of used inventory and help provide timeframes on lead times.Help provide insight & suggestions on DEV work to improve our products moving forward

Las Vegas, Nevada, United States

Continued position after company name change.

Las Vegas, Nevada, United States

Drives efficiency in working with other teams, help balance quality of the services provided and customer expectationsIdentify area of improvement in the current process. Work with management to determine solution/fix. Coordinate and monitor workflow, assist in prioritizing activities in assigned areas to improve upon service level commitmentWork with stakeholders to identify customer on our new product introductions. Help & assist with order fulfillment check points, oversee orders as they flow through the ordering process.Analyze customer databases, and provide performance numbers on our products.Main contact to help identify our internal/external issues when it comes product issues.Maintain itemized list on all current TUETG orders to help track from production to shipping.

Las Vegas, Nevada

Help Provide customer and tech training for electronic table games. Provide technical support needs for North & South America RegionsWork with our customers to provide network and game layouts.Provide assistance for operations staging gaming equipment, oversee issues & address before leaves staging.Go over product functionality and training to customers and company employees.Keep track of used inventory and help provide timeframes on lead times.Help provide insight & suggestions on DEV work to improve our products moving forward.

Las Vegas, Nevada Area

Transferred To Las Vegas:Provide full product install & support for Electronic Table Systems & Progressive Systems.Provide local and regional support for Shuffle Master utility product line.Travel to other jurisdictions to provide install and product support. Develop positive business relationships with customer and casino personnel.

Scranton, Pennsylvania Area

Continued after acquisition of Bally Technologies: Local Field Service Technician. Serviced all Shuffle Master/Bally/WMS products for local casinos.Provide local install and product support.Lead Technician for all product installs in work area. Traveled out of state to other jurisdictions to provide install and product support when needed for other casino's and other local techs in area.

Scranton, Pennsylvania Area

Continued after acquisition of Shuffle Master:Local Field Service Technician. Serviced all Shuffle Master/Bally products for local casinos.Provide local install and product support.Lead Technician for all product installs in work area.

Scranton, Pennsylvania Area

Local Field Service Technician. Serviced all Shuffle Master products for local casinos.

Mount Pocono, Pa

Report customer-related incidents occurring in gaming area to managersAnswer patrons’ questions about gaming machine functions and payoutsMonitor payment of hand-delivered jackpots to ensure promptnessTroubleshooting & analyzing slot machinesPreventive maintenance on all Slot Machines in accordance with departmental policies and procedures.

Honesdale, Pa

Troubleshooting & analyzing computer componentsBuild and configure new computer systems/serversOnsite installation and networking setupCustomer service support shop/phone/onsiteHead technician for business setups/installations/serviceComputer shop ordering and one on one with our distributorsSales associate