Summary
Overview
Work History
Education
Skills
Timeline
Generic
Open To Work

Michael Dorsey

Leander,TX

Summary

Innovative leader with over 20 years of experience in governance and compliance, specializing in incident and change management. Successfully directed audit teams to achieve compliance with multiple regulatory standards, reducing audit service costs by 30%. Known for enhancing operational performance through effective reporting and strategic insights.

Overview

24
24
years of professional experience

Work History

Global Director of Governance Practices

Brightstar Lottery
06.2023 - 02.2026
  • Led audit team for compliance with IPO, ISO 27001, Sarbanes-Oxley (SOX), GDPR, PII, SOC-1, SOC-2, and SOC-3 standards.
  • Generated and shared global incident management reports with senior leadership, facilitating timely responses and strategic insights.
  • Directed team responsible for Incident Management and Incident Reporting.
  • Created and distributed Audit reporting to Senior Leadership.
  • Created and Updated Audit Processes and Best Practices.
  • Developed and distributed global change reports for senior leadership to enhance oversight and decision-making.
  • Directed and and mentored team responsible for Change Management.
  • Created Reporting Dashboards via JIRA for the Brightstar US Lotteries.

Director of Data Center Operations

International Game Technology IGT
07.2017 - 06.2023
  • Directed organization through regulation and compliance program before and after acquisition and Initial Public Offering (IPO); ISO 27001, Sarbanes-Oxley (SOX), GDPR, PII, and SOC-2 compliance achieved by continual improvement of automated, and effective processes and tools.
  • Directed Strategic planning and implementation of initiatives to enhance operational performance and service levels across 9 primary and 17 backup data center sites.
  • Directed Guided and mentored operational group reports using ITIL methods across multiple business verticals.
  • Directed Operational activities of Business and Customer Relationship Management, Change, Release Management, Incident Management and Problem Management for 9 Primary State and Jurisdictional Lottery sites.
  • Led oversight of the implementation of major game changes for all participating IGT sites (Mega Millions, Powerball).
  • Delivered Operational Performance and overview presentations for internal and external customers.
  • Collaborated cross-functionally with product, engineering, marketing, site and sales teams.
  • Launched Mississippi Lottery corporation in just 87 days, an 80% reduction in time to market.
  • Consolidated vendors and aligned accounts, achieving 30% reduction in annual audit service costs.
  • Reduced headcount requirements while improving key performance metrics by implementing automation pipelines and process improvement.
  • Implemented a new Shared Lottery Operations model between multiple datacenters in reduction of headcount while adding disaster recovery options.
  • Championed pivot to lean operations delivering efficiencies across monitoring, alerting, and observability tooling.
  • Directed staff in the continual improvement of the 26 site multi-Jurisdictional environment.
  • Directed, developed and evaluated Operational continual improvement initiatives and activities.
  • Led initiative to overhaul compliance programs for state-level regulations and SOC-1, each with distinct compliance mandates: Delivered SharePoint document library and decreased audit findings and gaps related to missing evidence.
  • Led the effort in creating an employee career roadmap.
  • Developed Senior Operations Manager Training Program.
  • Provided costing for potential new business supporting the RFP and RFI processes.
  • Lead and Contributor to the Disaster Recovery Process and documentation.
  • Lead and Contributor to the Business Continuity Plan.
  • Designated Implementer of the Disaster Recovery Plan.
  • Designated Implementer of the Business Continuity Plan.
  • Chaired the change advisory board during major outages and product launches.
  • Https://www.igt.com/

Senior Manager of Computer Operations

International Game Technology IGT
06.2012 - 07.2017
  • Effectively managed a team of Computer Operators, Operations Supervisors and Operations Managers through performance management, development and recognition activities.
  • Ensured that release management processes were followed in compliance with ITIL and audit requirements.
  • Contributed to datacenters' ISO20000, ISO27001, ISO14001, and ISO9001 certification processes to ensure compliance and operational excellence.
  • Strategically planned software and hardware releases to ensure production environment uptime.
  • Strategically planned activities to increase sales revenue and system performance for State Lottery Customers.
  • Led Computer Operations investigations to resolve ongoing software and production issues.
  • Performed Multi-Jurisdictional event management and oversight in the production environment.
  • Assisted in creating a more efficient incident management process.
  • Managed relationships with multiple State level internal and external customers.
  • Delivered critical information to executive management and external customers to facilitate informed decision-making.
  • Efficiently delivered evidence while successfully participating in passing multiple MUSL, SOX and SOC (1-3) Audits.
  • Led cross-functional team of 10 IT professionals to enhance system delivery, service delivery, and technical support.
  • Managed constantly evolving risks related to extensive and complex governmental regulation covering information security, business continuity, disaster recovery and service management varying from jurisdiction to jurisdiction.
  • Collaborated with customers and stakeholders on requirements, feasibility estimates, testing, approval and support for product launches, customer change requests, and software deficiencies.
  • Maintained and directed Agile development of site reliability solutions in environments including POS terminals, multi carrier networking, Software as a Service (SaaS), load balancing, clustered applications, high availability transaction databases and reporting systems.
  • Https://www.igt.com/

Service Support Manager II

GTECH Corporation
03.2010 - 06.2012
  • Handled critical tasks of Incident Manager to facilitate timely incident resolution.
  • Provided first line DCA operations support, resolving 75 percent of issues prior to escalation.
  • Coordinated the implementation of Software releases and requests for change on a nightly basis.
  • Ensured that all system processing, backups, and maintenance were completed on a nightly basis.
  • Managed operations and key tasks of Network Operations Manager to maintain system integrity.
  • Oversaw NOC operations to evaluate team roles and responsibilities for optimal performance.
  • Developed and maintained complex operational procedures to standardize processes and enhance clarity.
  • Participated in development of operational strategies and best practices to enhance efficiency.

Service Support Manager I

GTECH Corporation
03.2009 - 03.2010
  • Led team of computer operators to ensure effective and timely completion of daily lottery operations.
  • Achieved compliance with predefined Service Level Agreements (SLAs) for quality and quantity of work in a multi-jurisdictional environment.
  • Assumed responsibility for managing incidents to facilitate timely resolutions.
  • Performed incident escalation and notification to Senior Management.
  • Facilitated communication and resolved issues by liaising among software support, lottery employees, systems administration, security, and senior management.
  • Worked with software support in high stress situations to resolve operational, software, and system issues.
  • Successfully implemented release management process for deploying hardware and software to integration and production systems.
  • Interacted with sales force and service support daily to remedy customer incidents in the production environment.
  • Cultivated relationships with internal and external customers to enhance service support and incident resolution.

Computer Operations Service Support Lead

GTECH Corporation
Austin, TX
08.2007 - 03.2009
  • Managed companywide incident escalations to ensure timely resolution and minimal disruption.
  • Supported and performed the incident management process.
  • Supported and performed the change management process.
  • Managed team of level I, level II and senior computer operators.
  • Served as a liaison to facilitate communication between computer operators and management.
  • Conducted CAT testing to verify operational readiness and compliance with standards.
  • Assisted Program Management Office with standards compliance for Finland customer acceptance entry/exit criteria.
  • Performed the duty of the Service Support Manager.
  • Summarized and compiled tasks from earlier GTECH DCA positions to streamline knowledge transfer.

Sales Representative I

GTECH Corporation
Houston, TX
02.2006 - 08.2007
  • Engaged daily with retailers to resolve concerns and enhance service quality.
  • Executed promotional strategies that drove increased lottery ticket sales at retailer locations.
  • Trained retailers in terminal sales, terminal functionality and terminal maintenance.
  • Cultivated collaborative relationships with lottery personnel and retailer staff to facilitate communication.
  • Sourced and recruited potential lottery retailers in designated areas to expand network.
  • Performed retailer change of ownership in the field.
  • Executed field assessments for retailer terminations in compliance with guidelines.
  • Performed as liaison between GTECH and the retailer location.

Sr. Computer Operator

GTECH Corporation
10.2006 - 02.2007
  • Supervised and trained computer operator level I and II, enhancing team capability and operational readiness.
  • Executed daily backups in AIX, Linux, and VMS environments, ensuring data integrity and availability.
  • Created new operational procedures.
  • Interfaced with lottery representatives to perform retailer action requests.
  • Verified retailer promotions for accuracy.
  • Conducted first line troubleshooting and documented incidents to streamline resolution processes.
  • Summarized various tasks performed in earlier GTECH DCA positions.

Computer Operator II

GTECH Corporation
02.2006 - 10.2006
  • Oversaw daily system functionality checks to ensure optimal performance.
  • Assessed AIX system processing for optimal functionality and performance.
  • Monitored VMS system processing activities to maintain quality standards.
  • Executed daily checklist duties to ensure system readiness and reliability.
  • Documented and escalated incidents to support staff.
  • Escalated incidents to management staff.
  • Assisted project team with the 2006 Washington Lottery Software/System conversion.

Technical Support Analyst I (Student)

St. Edward’s university
07.2002 - 10.2005
  • Installed, configured, and maintained computer hardware to support faculty and student needs.
  • Removed spyware, adware, and malware from end user workstations.
  • Managed work orders via online helpdesk ticketing systems.
  • Developed and maintained standardized software images for campus use, ensuring consistency and reliability.
  • Restructured hardware testing and inventory processes to enhance accuracy and tracking.
  • Configured Samba Server/Client software for network functionality.
  • Created scripts to perform daily backups.
  • Supervised and trained student employees.

Education

ITIL Certification -

Austin
Austin, TX
01-2015

Master of Information Systems -

St. Edwards University/University of Phoenix
01-2009

Bachelor of Science - Computer Science, Mathematics

St. Edward’s University
Austin, TX
01-2005

Skills

  • Compliance management
  • Regulatory compliance
  • Audit reporting
  • Change management
  • Incident management
  • Data center operations

Timeline

Global Director of Governance Practices

Brightstar Lottery
06.2023 - 02.2026

Director of Data Center Operations

International Game Technology IGT
07.2017 - 06.2023

Senior Manager of Computer Operations

International Game Technology IGT
06.2012 - 07.2017

Service Support Manager II

GTECH Corporation
03.2010 - 06.2012

Service Support Manager I

GTECH Corporation
03.2009 - 03.2010

Computer Operations Service Support Lead

GTECH Corporation
08.2007 - 03.2009

Sr. Computer Operator

GTECH Corporation
10.2006 - 02.2007

Sales Representative I

GTECH Corporation
02.2006 - 08.2007

Computer Operator II

GTECH Corporation
02.2006 - 10.2006

Technical Support Analyst I (Student)

St. Edward’s university
07.2002 - 10.2005

ITIL Certification -

Austin

Master of Information Systems -

St. Edwards University/University of Phoenix

Bachelor of Science - Computer Science, Mathematics

St. Edward’s University

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Adplatform<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform

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Michael Dorsey