Christopher J. Batt
Las Vegas,USA
Summary
Results-driven Information Technology professional with a proven track record in enhancing team performance and implementing effective business strategies. Expertise in leveraging data analytics to inform process improvements and optimize operational efficiency. Recognized for developing innovative tactics that motivate teams and foster strong client engagement. Aiming to further advance organizational success through strategic leadership and continuous improvement initiatives.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Sr Manager Desk Side Services
Golden Entertainment
Las Vegas, Nevada
04.2023 - 10.2025
- Led a team of Desk Side Services and Audio/Video technicians, delivering high-quality IT support and ensuring a seamless user experience across 5 Casino Resorts and 74 tavern locations.
- Collaborated with IT leadership to align Desk Side Services goals with organizational objectives.
- Oversaw the deployment, configuration, and maintenance of end-user hardware and software, ensuring compliance with corporate standards and security policies.
- Analyzed incident trends in ServiceNow and created performance reports to identify areas for improvement.
- Managed the hiring process for technical support staff, including defining job requirements, conducting interviews, and selecting candidates.
- Created and executed training programs for new hires and ongoing training for existing staff to ensure they were equipped with up-to-date technical skills and customer service best practices.
- Monitored the team's performance, provided feedback through coaching and one-on-ones to support professional growth and development.
- Collaborated with IT leadership to develop and manage the Desk Side Services budget, optimizing resource allocation and achieving cost savings.
- Fostered partnerships with vendors and service providers to ensure effective support solutions and timely procurement of IT equipment.
- Led monthly governance calls with vendors and business stakeholders to discuss projects, statuses, and support issues.
- Led the end-to-end incident management process, ensuring timely resolution of IT incidents and minimizing impacts on business and guest operations.
- Oversaw on-call IT resources, coordinating responses to critical incidents and ensuring effective communication with business stakeholders.
- Collaborated with cross-functional IT Teams to develop and maintain incident management policies and procedures, enhancing compliance with ITIL best practices.
- Wrote and maintained Standard Operating Procedures (SOPs) related to Desk Side Services, ensuring they were clear, comprehensive, and accessible to the team.
Technical Account Manager
Dell
Las Vegas, Nevada
01.2019 - 10.2022
- Served as the primary technical point of contact for assigned customer accounts, ensuring successful adoption and ongoing use of products and services.
- Perform a diverse range of technically-driven accountabilities to include working for a governmental based client supporting a Federal customer encompassing: identifying opportunities to both upgrade and modify products to strategically meet customers’ needs and provide comprehensive technical support to customers prior and after sales; all of which resulting in efficient and smooth flowing operations.
- Managed escalations and critical incidents, acting as customer advocate to drive timely resolution and root cause analysis.
- Provide technical expertise enabling sales teams to understand customers’ needs and develop appropriate solutions.
- Advised customers on upgrades, migrations, and integrations, ensuring minimal disruption and maximum value.
- Led post-incident reviews and service improvement plans, driving accountability and continuous improvement.
- Advocated internally for customer priorities, influencing roadmaps, support processes, and service enhancements.
- Held monthly cadence calls with customer stakeholders to discuss active and upcoming projects, provide updates on high priority service requests, review feedback for our team, and align goals and key milestones.
- Managed customer expectations resulting in customer satisfaction while ensuring customer fully comprehends both processes and contractual obligations.
- Developed and maintained account documentation, including architectures, configurations, runbooks, and support plans.
- Maintained track of key account metrics and provide custom reporting (Support Tickets, Device Lifecycle, Warranties), communicate the Support Ticket progress to both internal and external stakeholders, and ensure all deliverables arrive in good order, on time, and fulfil customers’ requirements.
Site Lead | Senior Engineer - Service Delivery
Dell
Las Vegas, Nevada
01.2010 - 01.2019
- Supervised and coordinated daily operations of a team of data center technicians to ensure efficient service delivery, maintaining uptime, and performance standards.
- Managed hardware installations and maintenance of servers, storage devices, and networking equipment to ensure proper configuration and functionality.
- Led troubleshooting efforts for data center infrastructure issues, collaborating with engineers to resolve hardware and network-related problems promptly.
- Conducted root cause analysis on recurring system outages and implemented long-term corrective actions to prevent future disruptions.
- Led hiring and onboarding efforts for data center technicians, including both contracted staff and Dell-badged employees, to meet operational and project demands.
- Provided training, performance feedback, and mentorship to contractors and Dell-badged technicians to ensure consistent quality and adherence to procedures.
- Ensured compliance with service level agreements (SLAs) by monitoring key performance indicators (KPIs) related to uptime, response time, and service delivery quality.
- Maintained comprehensive documentation for all data center operations, including network diagrams, equipment configurations, and maintenance logs.
Technical Systems Analyst II
Dell
Reno, NV
01.2006 - 01.2010
- Provided 24-7 technical support for 180 manufacturing workstations and 15 Corporate users, as well as point of contact and escalation of IT related issues impacting facility and end-users.
- Assisted Network Engineering and Support in troubleshooting, repairing, refresh, and installing networking equipment, as well as Data Center Logistics and Server Support in maintaining a safe data center environment while providing on-site support of server hardware.
- Participated in IT pertinent projects reducing cost of ownership, improving reliability and scalability to the business; ensured all workstations and servers were compliant with Dell’s security protocols by working with security teams and participating in monthly Microsoft patching.
- Acted as IT liaison for business partners on Business Process Improvement, Kaizen and Lean initiatives, and enforced IT policies and procedures.
- Engaged with Software and Application Support teams in UAT testing subsequent to software upgrades and deployments. Provided feedback to the team involving technical issues or concerns and implemented viable solutions.
- Participated in Dell community events such as: Habitat for Humanity, March of Dimes, Food Bank of Northern Nevada, and JDRF.
Infrastructure Service Support
IBM
Reno, Nevada
02.2005 - 07.2006
- Provided 24-7 on-site/on-call workstation, server and network support for a 125 seat corporate office and call center.
- Aided with configuration of workstations to be deployed to various departments, and ensured selected workstation configuration and software packages functioned as intended within target environment.
- Provided on-site Avaya Definity PBX and Audix support such as: adding new users and extensions, voicemail accounts, reboots, back-ups and phone line patch downs.
- Conducted technical support via IBM ManageNow ticketing system and prioritized workload meeting needs of customers.
- Responsible for UAT testing and deployment of projects such as: Active directory Migration, PC refresh, SQL DB access to NT authentication, and Remote MD Neoteris migration.
- Created and maintained up-to-date images for various departmental PC makes and models.
Education
Computer and Technology
WESTERN NEVADA COMMUNITY COLLEGE
Carson City, NevadaSkills
- Team leadership
- Escalation Management
- IT incident management
- Vendor management
- Performance analysis
- Customer relationship management
- Process improvement
- Employee training
- Strategic planning
- Compliance enforcement
- Budget management
- Procurement management
- Resource allocation
- Documentation and reporting
- Hardware deployment
- Hardware troubleshooting expertise
- Technical software support
- Enterprise Support
- High-capacity data center operations
- Project Management
Certification
- CompTIA: A+
- MCP: Microsoft Certified Professional
- MCTS: Microsoft Certified Technology Specialist
- MCDST: Microsoft Certified Desktop Support Technician
- MCITP: Microsoft Certified IT Professional: Enterprise Support Technician
- Dell BPI: Business Process Improvement Yellow Belt Certified (Six Sigma Yellow Belt)
Timeline
Sr Manager Desk Side Services
Golden Entertainment
04.2023 - 10.2025
Technical Account Manager
Dell
01.2019 - 10.2022
Site Lead | Senior Engineer - Service Delivery
Dell
01.2010 - 01.2019
Technical Systems Analyst II
Dell
01.2006 - 01.2010
Infrastructure Service Support
IBM
02.2005 - 07.2006
Computer and Technology
WESTERN NEVADA COMMUNITY COLLEGE