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Work Background
AcuativeField Operations Manager
Jan. 2022 - Dec. 2024Global provider of hardware support and data center management • Manage multiple state support operations for high-touch clients which includes but not limited to Cisco, Verizon, T-Mobile, Light-Path & Comcast, providing 24x7 up-time support for data centers and business operations
• Evaluate and maintain the training needs/requirements of employees to provide the optimum and efficient support for our customers
• Making sound business decisions while balancing human issues and financial controls with demanding client expectations.
• Oversee the vehicle fleet management program by managing the preventative maintenance of vehicles, repairs, and licensing team members within the service territories
• Maintain service and performance measures, KPIs, PTO & employee reviews for both individuals and team members
• Perform site-visits, audits, and inspections as needed to ensure all work is performed in accordance with company and customer guidelines.
PlaytechOperations Manager
Jan. 2021 - Dec. 2022Global online casino and sports betting organization • Overseen east coast operations for online gaming and sports betting new to market casino studios, duties include but not limited to: payroll, P&L, budgeting, training, certifications, project management, and overall business functionality
• Directed the live business deliverables while executing the company’s strategy around their vertical development; implement strategies to build and expand service capabilities within the US markets
• Worked and nurtured strong relationships with local state regulators, department of community affairs and other government entities.
• Executed deliverables within multiple teams and stakeholders across the business to ensure consistent and effective strategies are agreed upon and achieved
• Championed the brand in a highly regulated and competitive market • After initial studio is built by project teams, overseen up-time, and overall success of the studios
• Liaise between US market teams and HQ in Europe, ensuring that European Project teams and Senior Management are in-line with the US marketplace & culture
AGS - American Gaming SystemsField Operations Manager
Jan. 2019 - Dec. 2021Global gaming company specializing in award-winning slot machines, tables, shufflers and games •Developed and implemented strategies to help build and expand service capabilities within a multi-state
geographical territory, structured to meet goal(s) and priorities of the customer support organization
• Evaluated and maintained the training needs/requirements of employees to provide the opportunities
necessary for the team to achieve their development plan objectives and KPIs
• Conducted ride-a-longs, ensuring field service standards were met while understanding challenges from the technician’s perspective in the field
• Analyzed detail reporting to review, inspect technical & service tends. Assist in the research of the origin of problem, create an action plan to recommend repair, part replacement, or other corrective action
• Guided, motivated and invested in the personal career development of the overall team and individual team members
• Managed and directed the service and support activities of a dedicated, highly trained team of service employees within the assigned area of responsibility
• Oversaw all support & installation markets in New Jersey, Maryland, Pennsylvania, Ohio, and West Virginia
AquaFenceOperations Manager
Jan. 2013 - Dec. 2019International company specializing in innovative flood resiliency design • Led and supervised the installation of flood mitigation products, ensuring the protection of sensitive and critical infrastructure across various high-priority locations, including Freedom Tower (NYC), Tampa General Hospital, Massachusetts Port Authority, Pearl Harbor military storage facilities, and major commercial properties in Boston and NYC.
• Collaborated with industry leaders to define and establish guideline criteria for various mitigation systems.
• Negotiated pricing, bids for installations, product and logistical needs, saving expenditures to reinvest capital into the business • Expanded product margins by overseeing customer support and ensuring satisfaction within the U.S. market sector.
• Oversaw warehouse operations, logistics, and inventory control management systems, ensuring optimal efficiency.
• Coordinated with external consultants and contractors to guarantee successful installation at deployment sites.
• Regularly reviewed safety best practices and proactively recommended improvements to enhance system safety protocols.
• Managed the importation of products from Europe, working closely with overseas factories to ensure compliance with quality control standards.
Aristocrat GamingField Operations Manager
Jan. 2005 - Dec. 2012Global gaming company specializing in award-winning slot machines and games • Managed a team of thirty direct reports, along with multiple vendors and external contractors for projects related to revenue growth and profit by installing and supporting casino gaming equipment and reoccurring revenue driven products
• Developed and implemented strategies to build and expand service capabilities within a multi-state territory designed for meeting goals and priorities of the customer support organization
• Oversaw regional budget costs that included – but not limited to – hours, travel expenses, and billed services
• Provided high-level consultation to the Senior Vice President of Operations on delivery strategies for achieving corporate goals and global projections
• Evaluated and maintained the training needs/requirements of each employee to provide the opportunities necessary for the team to achieve their development plans, KPIs and support needs of each jurisdiction
• Opened, developed, and supported new markets in Florida, Illinois, Maryland, and Pennsylvania
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