continuation of my Support Manager role from Pinnacle Ent. transitioning into my role now supporting 40+ properties.

Overseeing the support operations for gaming systems, kiosk systems, and other gaming related systems in use. Manages the Corporate Gaming Support / Business Analyst team for Casino Applications, Providing Tier 2 & Tier 3 support for over 13 + properties. Maintain an understanding of system capabilities and their application to the specific needs of the business Managed multifaceted Casino Application issues for designated vendors; effectively worked remotely with end-users on configurations, fixes and best practices

Serve as a liaison between the business and the IT team. Provided business and technical analysis to help the teams understand the business need, the applications, and the impacts to various systems. Worked with the end-users to obtain requirements as well as evaluate the information from multiple sources to provide detailed business, system and data requirements. Created documentation for end-user training to include test plans.

 Responsible for coordinating, planning, developing and implementing changes for all computers, both hardware and software for several applications. Rapidly learn and master varied computer programs; Responsible for effective use of different types of hardware and software materials, to include Mac computers, some i-series knowledge, spreadsheets, databases, several gaming applications, etc. Analyzed troubleshot, and resolved system hardware, software and network issues; configured and monitored operating system software; performed system backups and recovery.

Subject Matter Expert in Active Directory, Windows Server 2003/08, Exchange 2003/07, Mac OS X, MS Office 2003/07, Windows OS (XP, 2000, ME 98), Remote control tools (VNC, RDP, ERD Commander), Norton Utilities, Mini PE/Ghost and AV (McAfee, Norton)Experienced knowledge of Dell, HP, Compaq, Toshiba, and custom buildsHighly developed troubleshooting skillset on hardware, software, printing and network connectivity issues, including LAN, WAN, dial-up and VPN access.Ensured direct operational effectiveness for 300+ desktops/laptops, 20+ servers, and multiple applicationsAdministered over 150+ BlackBerry devices through BlackBerry Enterprise Server;Managed incidents with multiple vendors to replace and return parts through warranty process; ensured quality and timeliness of responseAdministered internal company website through DreamweaverDirected deployment of MS Office 2007; ensured training of 160 employeesOversaw annual replacement program of 25% of inventory; identified replacement needs and certified operational efficiency

Recognized for outstanding achievement and received Directors’ Coin for saving over $16,000 on computer peripheral acquisition*Responsible for coordinating, planning, developing and implementing changes for all computers, both hardware and software *Ensured proper connectivity for accounting operations, military facilities, point of sales operations, time management, charge operations, payroll systems, other systems directed by MAJCOM officials. *Performed equipment hardware and software inventories and itemization *Installed and maintained hardware, software, and network devices for all computer users *Taught users computer techniques and procedures to use the systems effectively; served as a consultant for all users*Installed operating systems, software, patches and upgrades*Analyzed, troubleshot, and resolved system hardware, software and network issues; configured and monitored operating system software and servers; performed system backups and recovery*Published and edited 374th Services Squadron monthly newsletter through MS Publisher