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Work Background
Relax Gaming LtdPartnership Delivery Manager
Feb. 2023 - Aug. 2024Gibraltar* End-to-end delivery of external casino games.
* Ensure excellent onboarding of partners.
* Build and maintain healthy relationships with internal and external partners, business/product owners and stakeholders.
* Be a singular point of contact for partners.
* Generate and maintain any Partner High Level Roadmaps and develop strategies to meet any milestones with a view to focus priorities on tasks that meet the business need and strategy.
* Demonstrate excellent communication skills through multiple mediums.
* Coordinate delivery of all required documentation and Game Catalogues.
* Find solutions to complex problems.
* Act as a Scrum Master and lead weekly calls to all partners to facilitate the removal of any blockers/bottlenecks.
* Assist with the development of release roadmaps across all supplier requirements, ensure a healthy backlog of Epics to enable timely release in all 4 quarters of a year.
* Liase with QA’s and Certification Managers to ensure an excellent understanding of regulatory compliance and frameworks are achieved.
* Liase with co-ordinators to ensure certification is achieved for agreed jurisdictions.
Spearhead StudiosPartnership Manager
Nov. 2021 - Jan. 2023Spain, Marbella* End-to-end delivery of external casino games.
* Ensure excellent onboarding of partners.
* Write and maintain “How To” guides and a comprehensive Partner Portal.
* Build and maintain healthy relationships with internal and external partners and stakeholders.
* Be a singular point of contact for partners.
* Open up additional revenue generators and document accordingly.
* Generate and maintain any internal roadmaps.
* Demonstrate excellent communication skills through multiple mediums.
* Facilitate taking games to market via our RGS.
* Liaise with different operators/aggregators and marketing teams in different locations.
* Coordinate delivery of all required documentation.
* Find solutions to complex problems.
* Lead and inspire a team of Game Co-ordinators and Release Managers in their different duties.
* Devise KPI’s.
* Lead daily stand ups to facilitate the removal of any blockers/bottlenecks with Tech Ops.
* Design and devise relevant processes.
* Liase with QA’s to ensure regulatory compliance is achieved.
* Direct a team of Account Managers to achieve excellent results.
* Attend expo’s and corporate events.
Contrac IT3rd Line Support Engineer
Nov. 2019 - Apr. 2021Torremolinos, Andalusia, Spain
* Monitor and manage multiple file servers and domain controllers across several corporate estates.
* Perform 1st, 2nd and 3rd line desktop technical support via remote tools.
* Manage multiple tenants in an Office 365 environment.
* Perform migrations from on prem exchange to O365.
* Manage multiple Active Directory environments.
* Promote an atmosphere of positive teamwork, no ego, everyone pitches in.
* Strive to build positive working relationships with multiple clients across multiple organisations.
* Mentor staff members to ensure development of both their skillset and awareness and to develop the business and growth strategy.
* Report on daily operations and issues.
* Document and build a comprehensive knowledge base.
* Create and document process’s and simple process driven resolutions to complicated problems.
* Ensure that daily handovers are completed to ensure continuity of support on a 24/7 rolling rota.
* Provide a world class level of support through ensuring understanding, plain speaking, teachable moments and ultimately reliability.
Smart Choice RecruitmentDirector and Owner
Nov. 2018Málaga Area, SpainSmart Choice Recruitment offers in-depth experience in the area of international recruitment specifically for iGaming, Technology, Marketing and Project Management professionals worldwide. We endeavour to understand the needs of both our clients and the candidates we represent. For us the relationship is key. Our approach is to maintain highly energised and positive relationships with both clients and candidates to ensure their expectations are exceeded every time. We put the right people, in the right place, at the right time. At Smart Choice Recruitment, we believe in providing a guiding voice and facilitating the introduction of appropriate candidates to appropriate clients. This we manage passionately due to our years of experience and successes in the iGaming and Technology Industry.
If you are looking to grow your team or find out what career opportunities are open to you, just contact us for an informal discussion – info@smart-choice-recruitment.co.uk
BetVictorInformation Technology Corprate IT Manager
Mar. 2015 - May. 2018GibraltarAs this role is multi-faceted I have broken it down into several areas as follows:-
BetVictorProject Management
Mar. 2015 - May. 2018Gibraltar* Certified Scrum Master
* Identify Areas of development and growth.
* Identify critical components of any project to ensure the correct delivery.
* Act as the single point of contact between the customer and the business.
* Hold daily stand ups to ensure any blocks are removed and that communication in the project team is clear and transparent.
* Set and document any milestones and priorities to ensure success.
* Setting up status meetings with the customer to give real time feedback and manage expectation.
* Provide progress reports to the business and the customer.
* Constant, clear and plain English communication to all relevant departments.
* Define priorities for different projects and tasks, ensure the right people are doing the right jobs at the right times.
* Reflect the wishes of the customer to the wider business and organization.
* Build relationships with third party service suppliers both physical and virtual.
* Ensure any Reconciliations and Sanity Checks are conducted in a timely manner and documented accordingly.
* Ensure any handover of any delivered project is clear and appropriately documented.
BetVictorIncident Management
Mar. 2015 - May. 2018Gibraltar* Manage incidents through to resolution.
* Act as “The Voice of Technology” during any major incident, ensuring timely, concise and accurate information/communication is provided.
* Personally manage any major incidents, however act as a point of escalation for all incidents to ensure a timely resolution within any expectation or SLA.
* Organise and host any Major incident escalation Video Conferences or Conference calls to facilitate any restoration of services.
* Document all major incidents and ensure that lessons learned and ongoing actions are communicated to the appropriate teams/people.
* Work with 3rd party support contacts to design and implement new services and to manage any incidents (Major or BAU) through to resolution.
BetVictorPeople Management
Mar. 2015 - May. 2018Gibraltar* Liase with departmental heads to understand failures and identify and implement process and procedure improvements.
* Maintain support documentation/knowledgebase.
* Conduct regular 121’s with team members and write and review Team and individual objectives in line with the core business direction.
* Actively pursue customer feedback as a metric for feedback on team and own performance.
* Responsible for ensuring IT Service Desk staff coverage (Approve/Decline all leave requests and conduct any Return To Work Interviews after any period of sickness.)
* Ensure that the team are “Up To Speed” on any relevant tools or systems and facilitate training or refresher courses if required.
* Identify, trial and test any new tools that may assist the team in delivering a best practice, customer focused service.
* Liase with Senior management to produce and demonstrate weekly and monthly reports of all KPI’s in tandem with any Quality Assurance reports.
* Conduct any Recruitment, Interviews or Disciplinary/Investigatory proceedings required
BetVictorOperations Management
Mar. 2015 - May. 2018Gibraltar* Assist staff with the installation, configuration and on-going usability of desktop computers, peripheral equipment, AV Management, hardware and software.
* Ensure that desktop computers interconnect seamlessly with diverse systems, file servers, email servers, application servers, administrative systems, security systems * Troubleshoot network issues.
* Troubleshoot and diagnose hardware failures. * Manage Microsoft Active Directory/ Domain structure/GPO’s. * Maintain a very high standard of professionalism, regarding reliability and punctuality. * Identify Technology improvements, Create Business case and present progress accordingly.
* Task Manage and direct the 3rd Line Windows Support team.
* Manage all local Assets, online and offline.
* Identify areas for service improvement and trial and test any tools used to increase productivity, security and service levels.
NHSIT Lead Engineer, Project Co-ordinator, NHS
Jun. 2014 - Mar. 2015Bristol, United Kingdom*Monitor all clinical/file servers across the GP Practice estate (Bristol, Noth Somerset and South Gloucester) to ensure that enough resource is available for upgrades.
* Liase with GP Practice Manager to administer local estate and make sure all resource available.
* Ensure that all pre requisites are met through the use of Landesk, i.e. that all local infrastructure is up to date with .NET Platforms, Office Versions and data rates.
* Ensure that GP Practice has good external connection through routers and to act accordingly if found to be a NAT site.
* Ensure that every site infrastructure is documented before Project Go Live day.
* Work closely with BA’s, and Practice Managers to ensure everyone has a clear and concise understanding of their roles and requirements for the project.
* Liase with 3rd party software suppliers and co-ordinate their roles and actions within the project with a view to build long standing relationships.
* Install and configure spoke server (Clinical Software update server) at Surgery or Health Centre.
* Oversee and manage the technical aspect of the rollout of clinical software to all sites.
* Set and document any milestones and priorities to ensure success.
* Act as the primary point of contact between the customer and the business.
* Hold weekly meetings to ensure any blocks are removed and that communication in the project team is clear and transparent.
* Setting up status meetings with the customer to give real time feedback and manage expectation.
* Provide progress reports to the NHS Trust and the customer.
* Constant, clear and plain English communication to all relevant departments.
* Define priorities for different projects and tasks, ensure the right people are doing the right jobs at the right times.
* Reflect the wishes of the customer to the NHS Trust.
* Ensure any handover of any delivered project is clear and appropriately documented.
NHS2nd-3rd Line IT Engineer
Apr. 2014 - Jun. 2014Bristol*An Excellent knowledge of Windows XP and Windows 7. All operating systems supported on Desktop and Laptop.
* Deal with users both over the telephone and face to face
* To provide desktop, laptop and Windows based application support for incidents located across Bristol Surgeries and Primary Healthcare sites,
* Installation and configuration of Clerical Administration, Tools and Software.
* To configure Windows server shares (Servers 2007, 2008, 2012 R8 – R12) and apply appropriate permission as directed.
* Use and Management of Hyper V to utilize virtualization of exchange across a number of sites.
* Rebuilding of desktop and laptop hardware using tools provided
* To follow internal procedures and policies for recording changes to systems.
* Manage my own time effectively. Manage effectively my own incidents and prioritise accordingly.
* Ensure clear and concise levels of communication between myself, the customer and my management team.
* Appear professional, sell the service and build relationships across all areas of the business.
IBMTechnical Team Leader
Jun. 2013 - Apr. 2014Cardiff, United Kingdom*An Excellent knowledge of Windows XP and Windows 7. All operating systems supported on Desktop and Laptop.
* Deal with users both over the telephone and face to face
* To provide desktop, laptop and Windows based application support for incidents located across Cardiff sites,
* Rebuilding of desktop and laptop hardware using tools provided
* To follow internal procedures and policies for recording changes to systems.
* Manage my own time effectively. Manage effectively my own incidents and prioritise accordingly.
* Manage the direct workload of my deployment team and floorwalkers. Task allocation, organisation and to react to issues accordingly.
* Ensure clear and concise levels of communication between myself, the customer and my project management team.
* Appear professional, sell the service and build relationships across all areas of the business.
VariousPrior Contract Roles (More infomation available on request)
Sep. 1999 - Mar. 2013United Kingdom
Hindsight IT, Newport
Technical Field Support Engineer
June 2010 – March 2013 Capgemini, Bristol
2nd – 3rd Line Support Engineer
March 2008 – June 2010 September 2007 – March 2008
2nd Line Support Engineer – Office of National Statistics Glatfelter UK Limited, Forest Of Dean
2nd – 4th Line Support Engineer / IT Manager
Dec 2006 – August 2007 BBC Wales, Cardiff
2nd / 3rd Line Support Engineer
Oct 2005 – Nov 2006 Alan Dick & Co Ltd, Cheltenham
IT Helpdesk Manager/Customer Services Manager
July 2005 – Oct 2005 Alan Dick & Co Ltd, Cheltenham
2nd Line support Engineer
February 2005 – July 2005 Old Mutual Finance Society, City of London
2nd Line Support Engineer
November 2004 – February 2005 Natural History Museum, London
XP Rollout Engineer and 2nd Line Support / Helpdesk / Customer Services Manager
August 2004 – November 2004 Unisys
2nd Line Contract Engineer
January 2004 – August 2004 Atlantic Electricity & Gas
Customer Service Call Centre Manager
April 2003 – November 2003 IBM
Project Manager
August 2002 – April 2003 IBM
Technical Support Engineer
August 2001 - August 2002 NTL Newport
Assistant Contact Centre Manager
January 2001 – August 2001 NTL Newport
Team Leader
September 1999 – January 2001
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