Account Manager Technical Support
Resume:
CRISFEL LACCAY
Las Vegas, NV. *9141
Cell: 702-***-****
E-mail: **********@*****.***
PROFILE: Accomplished technology leader with solid and progressive experience in leading complex technology planning and operation. Highly skilled with a career long record of promotion, stakeholder satisfaction, team building, and strategic insight, poised for next level success in any Management Role. Strategic IT professional with champion for change and reputation of leading through ambiguity and maximizing cutting edge technologies. Strong technical leadership and result driven with a track record for creating technical solutions. Excellent management skills and in-depth technical knowledge of several technological systems. Ability to excel in a dynamic, fast-paced environment.
EXPERIENCE:
03/22-Present International Game Technology – Las Vegas, NV.
Sr. Technical Account Manager:
Manage complex project timelines, budgets, resource requirements, and client expectations.
Coordinate with IT departments to install new software or hardware, provide training, and troubleshoot problems.
Work with management to develop strategic marketing plans, budgets, and company policies to promote their organization’s products and services.
Provide technical support to clients who have questions about their accounts or are experiencing technical difficulties with their systems.
Provide developers with customer’s feedback to help identify potential new features or products.
Represent the company at meetings with clients to discuss new projects and other business matters.
Analyze customers’ needs and suggest upgrades or additional features to meet their requirements.
Identify solutions to reduce support costs.
03/18-03/22 Venetian Palazzo Casino Resort – Las Vegas, NV.
Sr. Engineer – Application Support IT
Provide Subject Matter Expertise for business functions or configuration of application systems environments in the LVS (Las Vegas Sands) Application suite.
In partnership with the Product Management (PM) team provide subject matter expertise for determining business requirements to address business opportunities or issues across business functions within a Las Vegas Sands functional vertical. (e.g., Front-of-House or Gaming)
Working with the PM team and vendors, actively participate in the solution phase in support of the business requirements across functional areas.
Assist in providing input for project/effort modeling and sizing of solutions.
Develop functional and technical specifications from the business requirements.
Create solutions that will include components of systems development, process improvement, organizational change, strategic planning, or policy development.
Successfully engage in multiple initiatives concurrently, including application and on call support, minor projects, major projects, functional requirements, systems specifications and subject matter expertise.
Work independently with users and execute Service Deliverables without a project team.
Provide Level2 application and on call support for LVS application suite.
05/10-03/18 International Game Technology – Las Vegas, NV.
System Integration Consultant/Sales Engineer:
Provide Management or CSM team customers that could benefit from consulting services with data supporting the reason and or benefits to the customer.
Reduce the impact of incidents called in from customers to the support teams by looking for opportunities and implement workarounds.
Provide feedback and recommendations to enhance the customer adoption goals and objectives to the management team. Focus on areas where the customers are not using the product to its fullest extent and look for opportunities for additional product as well.
Develop, maintain, and strengthen partnerships with people inside and outside the organization.
Identify and understands issues, problems, and opportunities; compare data from different sources to draw conclusion; and proactively address situations.
Travel to customer site for evaluation/assessment of their current infrastructure, attend their Quarterly Business Review, and develop customer relationships.
Project Manager:
Managed the deployment of multiple software installations and upgrades for Advantage Systems from initiation, Go-live and handoff to Global Support.
Build project-team and stakeholder buy in for new solutions, helped prioritize project deliverables and build strong reputations for approachability for complex technology topics.
Managed and oversaw the customer site survey and system walk-through with customer, Systems Engineer and Systems Operations Trainer; analyzed the customer’s business processes, comparing with Advantage product functions and compliance regulations.
Tracked project budgets and assessed opportunities for new revenue based on customized services for system roll outs. Successfully completed gaming system roll out of $30k, exceeding customer satisfaction.
Application Specialist:
Provides training / mentoring to less senior Technical Trainers
Fosters mutually respectful relationships with customers that are beneficial both to IGT and its suppliers.
Travels to customer site or classroom; arranges for and ensures correct room logistics
11/05-04/08 Green Valley Ranch Resort and Casino – Henderson, NV.
Accounting Clerk:
Reconcile balance sheet accounts.
Monitor Credit Cards payment, charge back, and record daily balance activities.
Prepare past due accounts for collection or write-off accounts.
Experienced in gaming audits: Race & Sports, Table games, and Cage.
Cross-trained in Account Payables with processing payments and preparing invoices with purchase orders.
EDUCATION AND CREDENTIALS:
University of Phoenix (Las Vegas, NV.)
Associate’s Degree, Business, June 2008-2010
SKILLS:
Effective decision-maker with the ability to quickly evaluate available alternatives in a logical manner.
Excellent communication skills coupled with the ability to establish and maintain rapport with all levels of personnel, management, and clients.
Exceptional leadership, organizational, oral/written communication, interpersonal, analytical, and problem resolution skills. Thrive in both independent and collaborative work environments.
Proficient in ITIL/ITSM, Microsoft Office, Salesforce, ServiceNow, LMS/ACSC, CMS, iSeries, AS400, and IGT Advantage Software.
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