I am a recognized expert in process design, technology development, and manufacturing with an aptitude for optimizing support and customer service to casinos across North America. My strengths include multi-tasking while directing concurrent projects and teams to exceed performance targets in highly regulated environments. I am also an expert at developing, implementing, evaluating, and upgrading Standing Operating Procedures to align with gaming industry best practices. Above all, I am passionate about driving innovation and developing top-notch talent. As a trusted advisor and member of the Executive Team at Ainsworth Game Technology, I integrate technology expertise with management aptitudes to transform processes, scale operations, optimize KPIs, and improve the bottom line. Over the course of my 20+ year career, I developed technologies used in casinos across North America including Class II, Class III, ESTS, HHR, and VLT systems. As VP of Ainsworth Game Technology, I currently, oversee the design, implementation, and evaluation of Support Services solutions. This includes managing North American Field Service Operations while directing the installation, removal and conversion of slot machines. I support Network Operations staff in revamping gaming technologies and guide Systems Engineers through installations. Since joining the company in 2019, I have led the Service Department through successful SOC 1 and SOC 2 certifications, revamped personnel allocation processes, created a Quote for Cash tool, rolled out an EGM Preventative Management Program, and designed a Customer Portal. Previously, as VP of Technology Services at Aries Technologies, I developed a comprehensive set of Standard Operating Procedures for managing EPIs, optimized HR resource allocation by creating a Field Staffing Plan, and pioneered Server Access Procedures that reduced connection errors. Prior to that, as Director of Service Support at Scientific Games, I rolled out Order Activity Tracking Processes, built a Rapid Onsite Service Support Department, and created a Service Call Technical Escalation Process. Earlier in my career, I served as Senior Director of Technology Services at Rocket Gaming Systems, Director of Information Technology and Business Productivity at BMM Compliance, and National Service Support Center Manager at Aristocrat Technologies, Inc.My formal qualifications include a Bachelor of Science in the Administration of Justice as well 35 gaming licenses spanning the breadth of the United States and Canada.
Listed skills include Gaming Industry, Technical Support, Leadership, Microsoft Sql Server, and 17 others.
