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Work Background
Bally's InteractiveSenior Casino Operations Executive
Jun. 2022 - Aug. 2024Responsible for the game launch roadmaps, supplier relations (50+ studios) and game marketing for the RoW markets specifically, focusing on Brazil and SE. Additional markets included MGA.com.
* Negotiated new supplier rates achieving our benchmark budgeted rate for new studios, leading the go-live for multiple new studios and new brand set up (Boabet).
* Determined daily and monthly game-lobby positioning to optimize commercial rates and discounts with key suppliers. Achieving consistent monthly invoice reductions. * On-boarded a casino coordinator and directed the workflow of CRM, Country Teams and GameOps (network promotions, tournaments, shop items, on-site content etc)
* Delivered monthly reports of reconciliation of promotional activity to finance. Further set up a monthly gaming overview to be used by respective teams (MoM performance, game rankings, upcoming priorities etc).
* Main gaming point of contact for Dev teams, TAMs, supplier AMs and Ops for RoW markets.
GamesysSenior Gaming Operations Coordinator
Nov. 2018 - Jul. 2022Gaming Operations Coordinator - Markets in JP-SE-BR-UK-DE-FI-DK-NO * Weekly releases of games, liaising with game providers, technical teams.
* QA, Prod Testing.
* Full Provider BO knowledge & management.
* Ensure casino portfolio continuity, competitive in core markets.
* Release's 60+ games PM.
* Site filters organizing content daily.
* Provider integrations.
* CRM collaboration create and execute tailor-made retention campaigns.
* Free spin setups.
* Assisting clients with managing and optimising their casino content.
* Assisting the VIP & Country Account Management teams in different territories.
* Evaluate casino lobbies across devices, brands and markets.
* Supporting CS teams at times.
Gaming Innovation Group2nd Line Support GiG Spain
Jan. 2018 - Nov. 2018Marbella, Andalusia, SpainIn this role i was mainly building relations with game providers and other departments to resolve customers’ queries and issues
Escalating issues to Operations Team and third-party payment and game providers
Working with Payments Team to solve problems regarding customers queries in a timely manor.
Also worked closely with the Operations Team to solve problems and improve current systems
whilst following procedures for the Customer Support department.
Gaming Innovation GroupNOC Coordinator GIG
Jul. 2016 - Oct. 2018Malta* Overseeing Incident Management and Request Management * Escalation POC for NOC Engineers, Provider relations.
* Problem Management (determining permanent solutions to unique or chronic problems)
* Documenting resolutions and contributing to internal knowledge-base
* Keeping up to date with new technologies, systems and assisting with evaluations.
* Contributing to user engagement, education and consultation activities.
* Supporting and contributing to service and infrastructure improvement initiatives
University of MaltaIT Officer II
Jul. 2015 - Jun. 2016MaltaFirst point of contact for students & staff alike, finding immediate solutions to common software & hardware issues. *Technical and operational support on all operating system software, (e.g. MS Windows from XP-10 Microsoft, Linux, Android and Apple devices, also internal bespoke software including SIMS & Library information systems. * Supported IT facilities such as computer laboratories open access workstations, printers, scanners, wireless network access and video conferencing.
The Health and Social Care Information CentreDesktop Engineer
May. 2009 - Jun. 2015Desktop Support Engineer for the NHS HSCIC. I provided assistance, advice, and fault resolution to over 2000 users of ICT equipment, systems and network, we would configure, audit, and install / build new PCs, printers and other equipment. I also ensured security and integrity of systems by monitoring and updating virus protection and patch management software. The systems I used on a daily basis to name a few are SM9, Novel ZCM management software, Cisco IPCC/Cisco VPN Client, AD. RSA management tools, SharePoint, MacAfee EPO, Parity Bit9, MacAfee Endpoint encryption and managed print services. * Provided remote support to different locations (London, Exeter, Redditch, Manchester,) Created and managed new users, domains, email IDs etc. and resolved related problems. * Provided Software, Hardware, Network Support and Operating System support to all NHS locations.
* Responsible for internet related security. Responsible for our Video conference System ensuring the Bridge & endpoints, (Cisco C20) are fully configured and connected, troubleshooting any connection issues between sites NHS & DoH. I also on a daily basis took Help Desk calls, incident logging, and incident resolution and prioritise calls according to defined agreements & ITIL standards. I would regularly undertake the Incident Manager role one week in four & I was on call out-of-hours one week in four.
NHS DigitalService Desk Analyst
Oct. 2008 - May. 2009Leeds, United KingdomService Desk Analyst: I provided immediate solutions where ever possible for the CFH estate. My key responsibilities were to enable the robust, professional and managed delivery of service desk services to enhance the overall services delivered by NHS CFH ICT which included, Create and monitor the progress of service calls and implement departmental escalation procedures as required ensuring that all requests are resolved within Service Level Agreements. Identify queries that are outside the scope of the service desk and allocates them accordingly to the correct support or business area. Remotely troubleshoot any desktop problems that arise. Liaise with customers and sub-contractors regarding support calls and negotiate downtime for maintenance of any desktop devices. Undertake systems administration are directed Communicate clearly at all levels from end-user to Senior Management. Handling difficult or sensitive issues. Produce and maintain ICT procedures. Where possible resolve support calls which are logged on our call management system within SLA allowed ensuring the support call details are up to date and are accurate. Utilise appropriate NHS Connecting for Health infrastructure effectively and efficiently this may include the telephone, e-mail, web sites, knowledge management tools and service management systems. Adhere to the ICT procedures and working practices. Contribute to continuous improvement initiatives such as FAQs, knowledge trees cross training initiatives and other improvements to ICT departmental processes.
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