Customer Service Technical Support

Jayson Brooks

**** ****** **** ******

Las Vegas, NV 89178

702-***-**** - home

702-***-**** -cell

************@*****.***

Qualifications

Twenty Five years of gaming experience in management, operations, and technical support. Managed and developed a variety of departments for technical support and supervised many satellite support offices. Reorganized offices by setting quality standards to reduce costs and lower turnover of employees. Significantly improved customer service relations with all casinos. Implemented training programs, improved morale and the respect of workers for each other. Strong negotiation skills. Worked with high technological applications for gaming. Accountable for office planning, telecommunications, maintenance, record retention, and overall company support. Extensive background in technical gaming machine operations and table games with industry manufacturing operations and preparation. Hands-on management responsibilities in a customer-driven industry.

Professional

SUPER COLOR DIGITAL 2014 to 2017

Assembly General Manager

Designed the assembly production area for positive work flow and efficient productivity

Designed a new packing method for shipping new fascia designs

Oversee technicians, design engineer, assembly, project coordinators and router personnel

Work closely with internal/external customers

Work with VP's, Directors and Owners to cultivate a new future for the company

Design and fabricate cosmetic toppers and fascia for slot games

Design of new prototypes for sales

Coordinate with art department to include art work design for thermoforming

Manage daily operations for production including reports, budgets and employee scheduling

Work with laser and router personnel to adhere strict design specifications for new products

Designed new light boxes for sales team to transport for display presentations

Complete weekly, monthly and quarterly reports

Strong knowledge of Microsoft Word, Excel, PowerPoint for reporting

Strong knowledge of electrical components along with LED's, DMX's and Controllers

SUZO-HAPP GROUP 2013-2014

Las Vegas Service Manager

Supervised 10 technicians and administrative staff

Managed day to day operations for service, training, and installations

Revised Return Merchandise Authorizations (RMA) for Customer Service

Stocked and maintained all RMA shelves with spare parts for repairs

Updated department manuals and technical documents

Modified time lines and work schedules according to customer and company needs

Maintained accurate, consistent quality in fast-paced, multi-task environment

Trained and mentored technicians; provided career track for personnel and staff

Provided manpower to meet other departments’ demands

Reorganized office efficiency and illustrated budget savings of 25% over prior management

On-call 24/7 for any service issues

Trained on-site casino gaming personnel and new employees

Extensive use of PC with knowledge of Microsoft programs, interfacing/communications protocols and peripheral experience

Produced PowerPoint presentations for training purposes

Configured new warehouse facility for company expansion of new site

DEQ/DIGITAL ENTERTAINMENT 2009-2010

Director of Customer Service

Managed day to day operations for service, training, and installations

Proven leadership in training techniques to streamline operations and add to profits

Interviewed and evaluated job applicants. Planned and organized training for technicians

Increased staff productivity and technical ability through effective training

Accountable for essential planning of installations

Defined and closely monitored short and long-term goals and objectives for department

Earned respect with a proven ability to obtain high performance levels from employees while maintaining a pleasant work atmosphere

Directly responsible for management of service, installation, and training of casino personnel

Modified time lines and work schedules according to customer and company needs

Configured new warehouse facility for improved access of all equipment and parts

Maintained warehouse inventory for service and installations

Diligently provided weekly, monthly, quarterly reports, budget and operational plans

Traveled throughout the USA and Worldwide for casino installations and gaming events

Planned set up for gaming shows and events

Revised Return Merchandise Authorizations (RMA) for gaming equipment

Stocked and maintained all casinos with spare parts for site repairs

Updated manuals and technical documents for department use

Maintained gaming licenses in several jurisdictions

Worked with several gaming compliance agencies and abided by all regulations

TABLEMAX GAMING 2008-2009

Director of Field Services

Staffed and maintained warehouse for game assembly and gaming storage, inventory management

Assigned client service calls in several states, trained and educated technicians in all states

Reviewed and maintained all gaming technician service logs

Properly identify/code/route and return vendor vouchers for processing

Completed and submitted expense reports with all appropriate supporting documentation

Worked trade shows within the USA and outside of the USA

Extensive travel to casinos for on-site communication with Directors and Operation Managers

Held gaming licenses in several states in order to provide customer service on gaming floor

Handled multiple sensitive, significantly detailed, and confidential documents

Communicated effectively with various disciplines within the casinos and customer base

Maintained accurate, consistent quality in fast-paced, multi-task environment

Completed installs, machine conversions, coordinated installs, floor plans and sight surveys

Dealt heavily with gaming commissions/compliance gaming officers in several states

Communicated with multiple distributors for machine equipment, gaming parts and computers

JGB GLOBAL VENTURES, LLC 2007-2008

President /Owner

Designed and built websites for on-line shopping mall

Initiated setup with search Engines

Researched and developed numerous Drop Shippers for inventory

Responsible for all internet and commercial advertising

Managed and operated daily business activities

Responsible for customer service, customer relations, and customer satisfaction

Provided shipping instructions and processed customer orders

INTERNATIONAL GAME TECHNOLOGY (IGT) 1998-2007

Office Manager, Albuquerque, NM 2005-2007

Oversaw 22 casinos in New Mexico and 2 in Ute, Colorado

Supervised 12 technicians, administrative staff, project coordinator, sales personnel

Responsible for 1.2 million dollars in parts inventory

Worked with Directors and Managers of all casinos for installs, removal of games, and quality maintenance of gaming machines

Produced weekly, monthly, quarterly, and yearly reports

Generated employee reviews and annual budget for corporate office

Approved and maintained repairs for service vehicle fleet

On-call 24/7 for any casino issues

Traveled one week per month for customer service and customer relations

Produced PowerPoint presentations for training purposes

Worked directly with New Mexico Gaming Board for compliance and new regulations

Coordinated all shipments of gaming machines for installs pursuant to gaming compliance and shipping compliance rules

Drastically reduced budget; implemented 4/10 hour days for job efficiency

Improved inventory turns from 1.2 to 4.3

Reorganized office efficiency and illustrated budget savings of 25% over prior management

Casino Service Task Supervisor, Special Projects Department (IGT) 2005

Supervised daily activities of 15 technicians, 3 project coordinators, 1 scheduler

Tracked and analyzed service data as related to customer service and internal measurements

Communicated with external customers daily

Planned and scheduled service technicians for EZ-Route, EZ-Pay and conversions

Coordinated special project activities to ensure 100% IN/CN compliance

Identified and coordinated engineering problems discovered during conversions

Directed appropriate actions and notify appropriate department for corrections

Provided manpower to meet other departments’ demands

Provided counseling, coaching, and mentoring for technician and office staff

Scheduled single cycle maintenance plans for efficiency of time tasks

Responsible for man-hour allocation and tracking of all resource allocations

Casino Service Task Supervisor, QCT Department (IGT) 2004-2005

Supervised 23 technicians, 2 project coordinators, 1 scheduler

Trained and mentored technicians; provide career track for personnel and staff

Prepared materials for weekly staff meetings

Customer service communication, focal point for customer service relations and customer support

Planned and scheduled service technicians

Completed employee six month and annual reviews

Managed projects, updated equipment records for over 7,765 gaming machines

Completed update one month early with 100% updates

Determined training requirements, implemented and evaluated technicians for required skills

Casino Services Install Lead Technician III (IGT) 2001-2004

Supervised daily service activities for all technicians in Southern Nevada

Installed specific priority games for Mega Jackpot and tournament games

Vehicle fleet responsibilities; keys, maintenance reports, equipment inventory

Presented install information to managers, customers, and clients

Solved complicated and practical issues

Interpreted instructions furnished in written, oral, diagram and schedule form

Followed up on install crews to ensure 100% customer satisfaction

Monitored database for inventory of tools, gaming chips, and parts

Generated pertinent reports for casino openings; coordinated casino openings with the customers

Ensured smooth casino openings with technicians and casino personnel

Successful casino openings: Cannery, Venetian, Mandalay Bay, co-opened 32 casinos in the continental United States, Philippines (2) and South Africa (5)

Field Lead Technician III, Toast (IGT) 1998-2001

(Technical Operations Analysis & Support Team)

Provided technical team leadership for task preparation and game inspection

Mentored less experienced technicians to grow in system expertise

Set stellar example of work ethics and initiative for team

Expert on each gaming system and related communications systems

Coordinated Engineering, Firmware, MJ Engineering and team management for tasks

Managed logistic issues and formulations of documentation to be used for field reference

Maintained telephone support to field technicians in charge of Quality Control

Extensive use of PC, knowledge of Microsoft programs, interfacing/communications protocols and peripheral experience

Chip upgrades and system game conversions, fiber optics, and multifarious slot machine trouble shooting

Training of expert subject matter to assist with distribution of knowledge to new or expanding jurisdictions

Extensive travel in the United States and Worldwide

Education Asher College 2013

Comp TIA A+ Certification

Comp TIA Network + Certification

MCTS: Windows Certification

University of Phoenix 2006 - 2008

Associates Degree

Business Administration and Management

(Completion date: March 2008) GPA: 3.94

Las Vegas Gaming and Technical School 1994

January 1994 to August 1994, Graduate / Perfect Attendance, GPA 4.0

Advanced Gaming, Amusement & Vending Machine Technician

Training Rockhurst University Continuing Education Center 2002 – 2007

Management & Leadership Skills For First Time Managers

Creativity Day Camp

How To Deal With Unacceptable Employee Behavior

How to Disarm and Defuse Conflict and Confrontation

Coaching, Mentoring & Team-Building Skills

Business Grammar Made Easy

Perfect Proofreading Techniques

Creative Leadership Crash Course

Mastering the Essentials of Microsoft Access

Managing Projects & Priorities

International Game Technology Internal Training and Seminars 2000 – 2007

Managing for Results “Management 101”

Managing for Results “Planning”

Managing for Results “Motivating”

Managing for Results “Controlling”

Managing for Results “Organizing”

SAP Level 1 for Casino Service Supervisors

Legal Issues for Management

Issue Free Management Workshop

Effective Interviewing Skills

HR 101 Your Management Role

Valuing Differences & Understanding Synergy

Professional References available upon request

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