Résumé

Field Service Technician I

• Install, service, and maintain slot machines, progressive controllers, card shufflers, and table games.
• Replace parts, maintain a service-parts inventory, and provide on-call coverage.
• Travel throughout Southern California and parts of Arizona, maintaining working relationships with casino managers.

Onshore Support Manager

Joined as a Technical Support Specialist; promoted to Senior Specialist in October 2020 and Team Lead in April 2021. Final title: Onshore Support Manager. Software development was part of these roles.

• Maintained YAPI’s main legacy C# application, fixed bugs, and released patches; served as its only maintainer during part of the company’s React rebuild.
• Built a C#/SQLite server-installation tool that reduced setup from approximately 2–3 hours to 45–60 minutes.
• Fixed an Eaglesoft connection-string compatibility issue within one day. It affected approximately one-third of YAPI’s Eaglesoft customer base; the patch released the same week after QA approval.
• Added remote database resets to the React/TypeScript admin panel, replacing customer calls and remote server sessions.
• Managed six support agents and a team workload of hundreds of tickets weekly. Conducted reviews, one-on-ones, and training, and reported department progress to the CEO.
• Owned technical-support documentation in Confluence and created training videos. Tested fixes in VM server environments before handing them to QA through Jira.

Independent Software Engineer / IT Support

• Handled contracting assignments for hardware and software troubleshooting.
• Installed and migrated business and personal applications.

Guitar Wiring Technician

• Installed pickups and wired custom guitar electronics to supplied schematics.
• Soldered, inspected, and tested completed assemblies.

Field Service Technician

• Installed and repaired commercial reverse osmosis equipment, produce misters, and meat foggers in supermarkets.
• Diagnosed mechanical and electrical issues and performed preventive maintenance while working independently on service routes.

Equipment Operator / Business Systems Analyst project

Promoted into a reporting-migration project in two phases totaling approximately one year of analyst work within this tenure.

• Rewrote SQL reports for a migration from Crystal Reports to IBM Cognos.
• Operated forklifts and cherry pickers, handled shipping and receiving, and sorted inventory on automated lines.