Michael Bordeaux Email & Phone Number

Las Vegas, Nevada Area

I currently direct 42 staff while managing design, implementation, monitoring and evaluation of Support Services solutions that span Field Service, Network Operations Center (NOC), Systems Engineering, and Resource Coordination. This includes overseeing Field Service operations across North America while directing Field Services Teams installing, removing, and converting slot machines. It’s also my job to coach Project Coordinators as they optimize relationships with clients and schedule projects to maximize resources and achieve project deadlines. I oversee Network Operations Teams remodeling and supporting gaming technologies including Class II and HHR systems. Finally, I direct server configuration projects and guide Systems Engineers through installations. My achievements since taking on the role include: • Earned promotion to VP of Customer Support in January 2023.• Lowered expenses by identifying and implementing opportunities to reduce personnel without sacrificing service.• Spearheaded Service Department's successful SOC 1 and SOC 2 certifications.• Designed and implemented transformative Quote to Cash tool capable of tracing all active orders, personnel, and technical resources while creating weekly reviews of open orders for key stakeholders.• Slashed productivity and revenue losses arising from breakdowns and unscheduled downtime by rolling out a Preventative Maintenance Program that ensured optimal EGM performance.• Pioneered Customer Portal that documented support requests, parts, orders, and products.

Las Vegas, Nevada Area

Las Vegas, Nevada Area

During this phase of my career, I designed, implemented, monitored, and evaluated state-of-the-art Technology Services solutions. I also made sure that Network Installation, Field Service, Customer Service, Resource Coordination, Product Support, Technical Compliance, Production, and Information Technology operations and tools conformed to quality standards and best practices. My key contributions included the following: • Authored and implemented comprehensive SOPs for managing EPIs that were documented in the Zero Revenue Report.• Enhanced allocation of HR and other resources by developing and launching an innovative Field Staffing plan that ensured all casinos had access to technical support personnel based within a 150-minute drive to facilities. Successfully increased overall staffing levels while cutting expenses for items such as travel and accommodation by hiring personnel in previously underserved regions.• Pioneered design and implementation of Server Access Procedures that drastically cut connection errors and documented all Customer Service, Product Support, and Development activities.

Las Vegas, Nevada Area

As Director of Service Support, I oversaw the development, launch, and tracking of Support Services solutions relating to Customer Service, Product Support, Rapid Onsite Service Support (ROSS), and Resource Coordination. This entailed vigilantly maintaining quality standards and ensuring solutions aligned with best practices. In addition, I managed all phases of service survey implementation, including data gathering and automation setup, while teaming with a third party survey organization to ensure reports included sufficient data for analysis. My key contributions included the following:• Designed and rolled out Order Activity SharePoint Tracking Process for active orders, HR, and technical resources while optimizing relationships with key stakeholders by implementing weekly reviews of open orders.• Optimized processes by standardizing InfoPath reporting forms for Sharepoint and ACD call distribution system service levels while creating a Reader Board that heightened awareness of ACD call volumes among all staff.• Strengthened crisis response by designing and building Rapid Onsite Service Support (ROSS) department that supported regions in emergencies. Trained and licensed personnel in product lines across all jurisdictions and equipped staff to support field trials and deploy for extended periods to address field issues across the US and Canada.• Rolled out an effective Service Call Technical Escalation Process with priority and time metrics.• Optimized performance by creating call coaching tools and call handling standards as well as Customer Service and Field Service SharePoint open ticket monitoring tools.

Grove, Ok

Las Vegas, Nevada Area

Las Vegas, Nevada Area

Tucson, Arizona Area