I contributed to the achievement of regulatory compliance for gaming systems across NSW, WA, and VIC by transforming systems to meet evolving regulations and stakeholder requirements. I facilitated a seamless transition from legacy systems to a modern, secure platform, improving system flexibility and security. I ensured regulatory adherence by preparing effective demonstrations and submissions for regulatory bodies. I enhanced customer engagement and revenue by contributing to the development of system and product implementation plans, aligning with Crown's values and harm minimisation framework.• Headed the world's first successful deployment of Mandatory Carded Play on gaming machines at Crown Melbourne, including designing the solution.• Retained casino licenses in NSW and VIC by designing and implementing gaming system solutions that complied with new regulatory requirements.• Replaced the casino management system and introduced cashless gaming in NSW, establishing new industry standards.

I ensured compliance with service level agreements, liaising with key customers to maintain high satisfaction levels. I managed support for casino and club management systems, overseeing the remote and onsite deployment of feature and service releases in alignment with change management governance. I directed two teams of 16 in support and maintenance of customer systems, incident management, critical issue resolution, and training. I led a DevOps engineering team to review and correct critical defects, customise solutions, and initiate new projects within an agile framework. I showcased IGT's product suite at Global Gaming Expo (G2E) Asia and Australasian Gaming Expo (AGE) using AWS EC2 and Point-to-Site VPN.• Established a new framework for integrating customer and product onboarding processes, forecasting resource demand, and providing detailed reporting and analysis on team performance.• Led the cybersecurity vision and strategy, participating in R&D security reviews, system penetration testing, and architecture design to ensure compliance with best practices.• Travelled throughout Asia-Pacific to present and demonstrate IGT's product suite, enhancing customer engagement capabilities.• Hosted workshops to develop new product concepts and enhancements, advocating for them throughout the development lifecycle in coordination with regional leads and product management.• Reduced support incident resolution time by 13% and inbound support tickets by 15% by establishing a SharePoint site for knowledge sharing.• Fostered "customer-first" culture with "get-to-yes" team motto, successfully executing IGT's vision for post-sales support and service.• Earned recognition with nominations for Employee of the Year in 2019 and 2022, and received the Rockstar Award.

I boosted customer engagement by developing strategies with clients to optimise the use of IGT products, enhancing their business operations. I led workshop sessions to craft compelling marketing propositions and optimised customer experiences by analysing visitation and revenue metrics to recommend configurations that reduced risk and expenditure. I showcased new product features at customer sites, demonstrating their successful implementation. I converted sales into actionable projects by managing hardware and peripheral deliveries, resource allocation, time management, and onsite support.• Enhanced product offerings by collaborating with product owners, incorporating regional market trends and customer feedback.• Secured software release approvals by liaising with regulatory bodies in various jurisdictions.• Completed major upgrades for multiple customers, both domestically and internationally.• Developed and released new gaming products, showing significant growth over 6-12 months at implementing sites.

I oversaw a range of endpoints, including Customer Management Systems, loyalty programs, Electronic Gaming Machine monitoring, Table Games management, Keno systems, paging systems, and other smaller applications, ensuring 24/7 operational uptime for 363 days a year. I led a team of six analysts, setting and assessing performance metrics, providing mentoring and coaching, and evenly distributing project workloads to achieve business outcomes. I implemented Agile methodologies with daily scrums and bi-weekly sprints to enhance team communication, accountability, and efficiency. As a Level 2+ support unit and strategic partner, I collaborated with business unit representatives to refine systems, improve operational efficiency, and reduce waste and expenses. I translated high-level requirements into actionable tasks for successful execution and ensured regulatory compliance across all gaming systems.• Spearheaded the transition from an analogue CCTV system to a digital surveillance system across the gaming floor, significantly enhancing monitoring capabilities.• Earned Employee of the Month in 2014 for exceptional performance and dedication.• Played a crucial role in the conceptual design of the Crown Rewards multi-property loyalty system, driving innovation in customer engagement.

Responsibilities:• Meeting with stakeholders to understand the business objectives for the financial year and relay to the team. Work with the team to support and achieve these objectives.• Regular meetings with business representatives to investigate IT solutions to manual processes, improvements to existing systems, requirements gathering and documentation.• Design and enhance technical and operational documentation for the level 1 support team and operations teams for new systems, enhancements and system changes• Liaising with Internal Audit to ensure compliance with DRGL regulations.• Analysis of data from existing systems and suggested process changes to maximize revenue opportunities and minimise customer disruption.• Provide Level 2 and 3 support for all gaming systems as required• Coaching and mentoring others in the Gaming Systems team to maximise the overall understanding, capabilities and performance.Achievements:• Project Manager for ‘Ticket-in-Ticket-Out” technology on slot machines and ‘Fully Automated Table Games’• Attending the ongoing Crown Perth Leadership Development Program

Achievements:• Coordinating up to 30 contractors and employees through a 15 day, multimillion dollar hardware upgrade of the casino slot machine monitoring and player tracking system.• Creating a reference document for each slot machine game with all relevant regulatory and configuration settings for wide-spread use across the complex.• Process improvements for Electronic Gaming Operations with regards to collection of funds inside slot machines.Responsibilities:• Coordinating and managing company resources and staff as required – usually managing a team of 4-10 technicians to complete daily tasks. Meeting operational deadlines by motivating staff and taking a hands-on management style – leading by example• Working with staff from multiple departments, including Income Control, Gaming Systems and E-Gaming Operations to identify and repair any unusual activity or metering• Keeping track of power consumption and working to ensure gaming machines do not exceed the power rating of the circuit breakers; coordinating contractors where required if this is likely to occur.• Writing SOPs, help guides and helping the technical team in understanding the new monitoring system and changing the way the technical team operates to meet the requirements of the system. • Being “on-call” for over two years to answer any technical questions that may arise outside of business hours.• Coordinating movement of gaming product as required• Verifying software and managing stock of spare parts, software and tools as required.• Managing the efficiency of technical staff and assisting in correcting faults/damage as required

Responsibilities:• Authorising payouts in excess of $2000, checking to make sure all details are true and accurate, congratulating the winning patrons.• Dispute resolution – discovering the true events occurring, satisfying customer demands and resolving complaints and issues of credit theft, currency theft and machine faults.• Customer relations• Performance management – making sure they understand the importance of correct and legible payouts, and the adherence the policies and procedures.