Dynamic IT leader with a proven track record in incident management, technical operations, and client success. Expert in driving process improvements, enhancing service delivery, and fostering cross-functional collaboration. Adept at leading teams to achieve service level objectives, delivering strategic insights, and optimizing IT solutions. Strong communicator, skilled in aligning technology initiatives with business goals to drive continuous improvement.

Skills/Expertise

Incident Management, Root Cause Analysis, ITIL Compliance, Service Level Management, Technical Operations Management, Process Improvement, Project Management, Service Desk Management, Business Continuity Planning, Change Management, Network Administration, System Deployment, Vendor Management, IT Governance, Cloud Computing, Data Analysis, Technical Documentation, Cybersecurity, Budget Management, Client Relationship Management, Leadership, Communication, Problem-Solving, Collaboration, Adaptability, Strategic Thinking, Conflict Resolution, Decision-Making, Empathy, Time Management, Mentoring, Negotiation, Attention to Detail, Cultural Awareness, Customer Focus, Delegation, Resilience, Innovation, Ethical Judgment, Continuous Learning Experience

Senior IT Incident Manager

Boyd Gaming Corporation

Managed 50+ critical incidents monthly, reducing average resolution time by 30% through streamlined workflows and resource allocation.

Enhanced incident response efficiency by 40% via centralized communication and real-time executive briefings. Coordinated a cross-functional team of 20+, achieving 98% on-time resolution for major incidents. Developed post-incident reports with root cause analysis, preventing 85% of repeat issues. Technical Operations Manager

MR Management

Standardized operations across 15 global offices, increasing service level adherence by 25% through new SOP implementation. Spearheaded cross-regional tech solutions, aligning with diverse needs and boosting operational efficiency by 20%. Trained and mentored a team of 10+, leading to a 35% improvement in team productivity. Enhanced business continuity planning, resulting in 99.9% uptime during critical operations. Service Desk Supervisor

Golden Entertainment Inc

Led a 15-member service desk team, achieving a 95% first-call resolution rate. Developed and executed SOPs, reducing average ticket resolution time by 40%. Streamlined onboarding and training processes, cutting new hire ramp-up time by 30%. Maintained a 98% customer satisfaction score by implementing proactive problem-resolution strategies. IT Representative

Golden Nugget Casino

Directed a Windows 10 deployment across 1,000 devices, completing 97% ahead of schedule with minimal disruptions. Improved deployment accuracy and reliability by 25% through transitioning to network-based methods. Served as a liaison between Hospitality and Gaming teams, enhancing IT coordination by 30%. Championed best practice adoption, boosting cross-department collaboration by 20%. Client Success Manager

Backstop Solutions Group

Managed a 24/6 global client care department, reducing Average Time to Answer by 60% and Average Handle Time by 50%. Led cross-functional initiatives, achieving 95% on-time project completion across client deadlines. Implemented training programs for 50+ staff, increasing client satisfaction by 20%. Enhanced global client support processes, improving response rates by 35%. Customer Care Supervisor

VelocityEHS

Directed customer care operations, maintaining a 94% CSAT and 70 eNPS, surpassing industry standards. Las Vegas Nevada 708-***-**** ********@*****.*** Trained and developed 100+ staff, resulting in a 40% reduction in turnover rates. Managed global bug tracking, reducing critical issue resolution time by 50%. Instituted best practices that increased overall department efficiency by 30%. Education

Logic, Philosophy, Theological Studies

St. Olaf College

VOLUNTEER SERVICES

Myron Heaton Chorale – Grant Administration

PALNV Humane Society – Board of Directors

Certification

HDI Support Center Manager

PILB Nevada Certification

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