Jeffrey Lucas

Experience

• 

  President Casino

  Jan 2004 - Nov 2005

  Slot Tech Manager

  -Oversaw the installation, maintenance, and repair of slot machines, ensuring compliance with gamingregulations and optimizing machine performance for enhanced customer satisfaction.-Led the implementation of a major Ethernet-based tracking system project, coordinating with IT andtechnical teams to enhance operational efficiency and data accuracy across all gaming devices.-Assisted in purchasing decisions for gaming equipment and parts, analyzing performance reports andmaintenance data to make informed recommendations that improved service quality and reduceddowntime. Show less

• 

  Harrison County

  Jan 2009 - Dec 2011

  IT Technician

  -Delivered face-to-face IT support, troubleshooting, repairing, and installing computers for county users.-Configured AS400 client-side sessions and set up Microsoft Exchange email accounts and network printers.-Manufactured network cables following TIA/EIA-568-A/B standards for secure, reliable connections.-Provided end-user training and support, ensuring smooth operations and minimizing downtime.

• 

  Interblock Gaming

  Dec 2011 - Aug 2024

  -Led and managed all Level 2 service escalations, achieving a 95% resolution rate within SLA using JIRA totrack and prioritize issues, significantly preserving high levels of customer satisfaction. Acted as thecustomer's champion within the organization, advocating for their needs and ensuring prompt resolutionof concerns.-Handled high-priority escalations and collaborated with C-suite executives, providing real-time updates,escalating roadblocks, and ensuring alignment on actionable solutions to mitigate risks.-Oversaw daily review and analysis of 100+ escalated service tickets per month in JIRA, identifying trendsand underlying issues, addressing root causes, and implementing long-term solutions.-Delivered critical feedback to R&D teams, utilizing data analysis to directly influence productimprovements and reduce future escalations by 35%-Utilized QlikSense to create and distribute daily hotlist reports, enhancing visibility into escalation trendsand enabling proactive management of service issues. Show less -Led a high-performing team of 4 regional managers and over 35 technical service personnel, ensuringefficient service delivery and strict adherence to key performance indicators (KPIs). Tracked techniciantickets in Anveo and Navision to optimize performance metrics and enhance accountability within theteam.-Collaborated with senior management to strategically align technical operations with corporate objectives,driving process optimization and implementing service enhancements.-Facilitated effective communication with executive leadership to streamline workflows and implementinnovative technical solutions, ultimately enhancing operational efficiency and reducing response times. Show less -Supervised and mentored a team of 10+ field service technicians, driving performance improvementthrough feedback, technical guidance, and professional development.-Implemented strategic service plans, optimized resource allocation, and developed standard operatingprocedures (SOPs), improving response times and service quality across the region.-Provided performance metrics (KPIs) and data-driven insights to senior leadership, aligning regionaloperations with broader company objectives. Show less

  • Senior Manager - Service Escalations

    Feb 2023 - Aug 2024

  • Senior Service Manager - East

    Oct 2018 - Feb 2023

  • Regional Service Manager

    Dec 2011 - Oct 2018
• 

  KGM Gaming

  Nov 2017 - Oct 2018

  Service Technician