15 Plus years working for Scientific Games (Bally Gaming, ShuffleMaster). Working my way up from a Service Technician to Service Tech IV, then excepting the promotion to Service Tech Supervisor for Las Vegas. Working knowledge of all ShuffleMaster branded Utility product on casino floors worldwide. Also, extensive knowledge and deployment of all ShuffleMaster Game Manager (Nexus and Atlas) Progressive table games, TableMaster and TableMaster Fusion Games as well as Stadium Gaming product line. As supervisor, creating more efficient call handling procedures to manage techniques in covering customers in a priority order, that suits our customers’ needs and to better mitigate heavy workflows. Positioning our service department to be more Proactive rather than Reactive.