James Madison JR
Eclipse Gaming Systems
Tulsa,Ok
1
Certification
16
years of professional experience
Results-driven operations and project management professional skilled in building high-performing field service organizations and leading large-scale gaming technology deployments. Developed scalable processes that enhance system reliability and maintain network uptime while fostering strong relationships with customers, regulators, and cross-functional teams. Led multi-site projects and strategic process improvements to elevate customer satisfaction.
Work History
Director of Sales Project Management and Field Service
2 Years- Lead operational initiatives supporting gaming systems across multiple jurisdictions while coordinating field service operations, customer projects, regulatory compliance, and technical deployments.
- Directed project scheduling and execution for EGM conversions, property-wide game conversions, internal relocations, carpet replacement projects, and large-scale installations/removals.
- Maintained an average 98.9% gaming network uptime across a large multi-site gaming environment through proactive monitoring, preventative maintenance, and operational improvements.
- Directed project scheduling and execution for EGM conversions, game conversions, internal relocations, carpet replacement projects, and large-scale installations/removals.
- Assisted with regulatory compliance efforts, preparing documentation, coordinating submissions, and supporting audits across multiple gaming jurisdictions.
- Managed customer relationships with casino operators, driving high satisfaction and ensuring successful execution of projects.
- Established key performance indicators to measure sales effectiveness and growth potential.
- Analyzed market trends and competitor activities to inform strategic decision-making.
- Cultivated relationships with major clients, resulting in long-term partnerships and increased revenue streams.
- Enhanced customer satisfaction levels by addressing concerns promptly and providing tailored solutions.
- Established strong partnerships with industry influencers to expand brand recognition and drive business growth.
- Led issue resolution during critical system events minimizing downtime and operational disruption.
- Supported software deployment planning, validation, and implementation across multiple properties.
- Developed performance metrics and reporting that increased service delivery quality and enhanced executive visibility.
- Implemented quality control measures to minimize errors during project execution, resulting in fewer customer complaints and higher satisfaction rates.
Field Operations Manager
5 Years 7 Months- Led cross-functional teams in implementing operational improvements, increasing efficiency across departments.
- Optimized supply chain processes, enhancing inventory management and reducing lead times.
- Managed daily operations to ensure timely delivery of gaming systems and components.
- Developed training programs for staff to enhance performance and adherence to safety protocols.
- Collaborated with vendors to negotiate contracts, ensuring cost-effective procurement of materials and services.
- Maintained open lines of communication between upper management and field personnel, facilitating smooth information flow throughout the organization.
- Oversaw compliance with industry regulations, maintaining high standards of quality and safety in operations.
- · Built the Field Service organization from the ground up, including hiring, defining team structure, developing Standard Operating Procedures (SOPs), and establishing department goals and performance metrics.
Senior Field Service Technician
1 Year- Diagnosed and resolved technical issues in gaming systems to enhance operational efficiency.
- Conducted routine maintenance and inspections on gaming equipment to ensure optimal performance.
- Collaborated with cross-functional teams to implement system upgrades and enhancements.
- Trained junior technicians on equipment repair techniques and troubleshooting methods.
- Maintained company field response vehicle stocked with repair and replacement parts.
Project Coordinator
7 Years 5 Months- Managed customer relationships with casino operators to ensure satisfaction and streamline project execution.
- Led issue resolution during critical system events to minimize downtime and maintain operational continuity.
- Supported planning, validation, and implementation of software deployments across multiple properties.
- Coordinated project timelines and deliverables, ensuring alignment with team goals and stakeholder expectations.
Education
White Belt
Yellow Belt
Green Belt
Skills
Project Management
Field Service Leadership
Operations Management
Regulatory Compliance
Casino Technology
Cross-Functional Leadership
Vendor relations
Budget & Resource Planning
KPI Development
Project Scheduling
SOP creation
Operational Planning
Data Analysis
Strategic Planning
Sales leadership
Sales training
Sales Performance Analysis
Process improvement
Operational planning
Accomplishments
- Managed a team of 10 staff members across the USA.
- Collaborated with team of 6 in the development of Gaming Cabinet.
- Improved customer satisfaction ratings by 75%.
Certification
- Lean Six Sigma Yellow Belt
- Lean Six Sigma Green Belt
- Leadership & Management Training
- The 5 Levels of Leadership (John C. Maxwell)
Timeline
Director of Sales Project Management and Field Service
Eclipse Gaming Systems
08.2024 - 08.2026Read More
Field Operations Manager
Eclipse Gaming Systems
01.2019 - 08.2024Read More
Senior Field Service Technician
Eclipse Gaming Systems
01.2018 - 01.2019Read More
Project Coordinator
Rocket Gaming Systems
07.2010 - 12.2017Read More
Six Sigma
Green Belt
Read More
Six Sigma
Yellow Belt
Read More
Siz Sigma
White Belt
Read More
Leadership Highlights
- Built and led a high-performing Field Service organization.
- Created scalable operational processes still in use today.
- Established departmental KPIs and accountability measures.
- Improved customer satisfaction through operational excellence.
- Streamlined project execution across multiple departments.
- Managed high-priority deployments under aggressive timelines.
- Developed strong relationships with customers, executives, regulators, and technical teams.
- Applied principles from The 5 Levels of Leadership to team development and organizational effectiveness.