David Elder

• Successfully supervised and manage overall performance of a team of 9 service desk staff, ensuring business and organizational goals and objectives are achieved
• Interview, select and hire new quality service desk staff, as well as provide periodic training and assistance with career development to enhance staff's skill set and knowledge
• Established clear performance metrics for continuous improvement in both individual and team performance levels.
• Enhanced customer satisfaction with timely issue resolution and effective communication skills.
• Develop rapport with client by handling difficult issues with professionalism
• Develop and implement policies, procedures and process improvement initiatives to drive greater team effectiveness and efficiency and to adhere to corporate guidelines
• Continuously interact with all levels of organization and client leadership through attending and conducting meetings (i.e. conference calls, in-person meetings and webcasts) and while overseeing critical priority incidents
• Provide well-researched recommendations (e.g. for compensations, rewards) and detailed weekly performance reports and updates to senior leadership
• Effectively communicate with staff to maintain clearly defined expectations and to identify any performance gaps or development opportunities as needed

• Increased user satisfaction through effective communication and timely resolution of support tickets.
• Collaborated with cross-functional teams to ensure seamless integration of new systems and technologies.
• Installed, configured, tested and maintained operating systems, application software, and system management tools.
• Assisted in development of IT policies, procedures, and best practices to maintain secure computing environment.
• Optimized system performance, conducting routine checks and addressing potential issues before escalation.
• Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
• Documented support interactions for future reference.

Managed all Information Technology aspects companywide on day to day basis.

• Installed new network infrastructure and Aristocrat Gaming System, Maintained and managed all systems for corporation including Reno properties.
• Evaluated and implemented all hardware and software company wide. Responsible for department, budget controls, project development, staff placement, maintaining all systems for peak operations.
• Set in place Micros 9700 system, Backup System, Microsoft Windows Operating Systems, XP, 2000, Server 2000-2003-2008, Active Directory, Windows Office Applications, Cluster Services, Blackberry Enterprise, Novell, Sonicwall and Cisco Firewalls, Virus protection, Spearheaded Microsoft Exchange E-mail system and Microsoft SQL Servers.
• Managed all end users and departments by assisting in their needs from information technology aspect.
• Was a member of executive committee where we met on a weekly basis.
• Supervised and monitored a group of service desk analysts, providing training, direction and counsel to help ensure sufficient performance levels and adherence to processes and procedures
• Managed central service request, change order, e-mail, voice mail and ACD call queues and workflows – ensuring timely and proper handling of items to meet Service Level Agreements
• Assisted service desk manager with various projects and tasks, including interviewing potential employees, conducting analyst training and information gathering
• Created and implemented new process documentation and managed service desk's process and procedure repository intranet tool to ensure accuracy, clarity and currency

• Ran day to day operations for multiple locations; evaluate a number of departments serviced by the IT Department for equipment and reporting formats required.
• Managed multiple projects and responsible for all IT budgets and implementations. Presented all projects to upper level management and expedited solutions on all casino systems and networks. Implemented new IT Department and staff for NEW IMG Resort and Casino.
• Was a member of the executive committee where we met on a weekly basis.
• Answered calls to assist users with an assortment of hardware and software-related issues, providing excellent customer service
• Created extremely thorough and polished service requests and change orders as reported by customers, and if unable to resolve issue directly, escalated to appropriate specialists for investigation
• Managed e-mail, change order and voice mail queues, creating and escalating service requests within Service Level Agreement time frames and interacting with customers to gather and relay additional information as needed