Michael Coppert
VP Technical Operations
Phone:
702-427-4579
Email:
Address:
Las Vegas, NV 89135
A Bit About Me
Highly accomplished and results-oriented Quality Assurance executive with a proven track record of success in driving quality excellence and operational efficiency. Expertise in implementing and managing robust Quality Management Systems (QMS), leading high-performing quality teams, and utilizing Lean Six Sigma methodologies to optimize processes and reduce defects. Demonstrated ability to collaborate effectively with cross-functional teams, communicate complex technical information clearly, and deliver exceptional results that exceed customer expectations.
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Please note the following highlights from my career...
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Participated in preparation of the Malcolm Baldrige National Award won by IBM for performance excellence at the IBM facility in Rochester, MN 1990.
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Worked with cross-functional teams to implement Capability Maturity Model improving process, quality and development velocity.
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Led a gaming software development team and dramatically altered their testing process by implementing a robust QMS system that covers all stages of the development cycle.
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Implemented test automation frameworks to improve efficiency, reduce manual effort, and enable faster feedback loops
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Encourage regular code reviews among developers to identify and address potential issues early in the development process.
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Responsible for managing divisional P&L's over $46M
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I have worked in several disciplines, most notably technology, operations, product management, service and sales in both B2B and B2C SaaS companies.​
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Companies where I’ve made a positive impact include IBM, CDS, IGT, Konami, and Bluberi Gaming.
My passion for delivering high quality products and services goes beyond organizational expectations, creating a win-win scenario for everyone involved. I do this with focus on great communication and a strategic approach to solving problems with an eye for continuous process improvement.
Work Experience
March 2023 - Current
August 2023 - March 2024
June 2020 - August 2023
June 2016 - March 2020
April 2011 - March 2016
March 2007 - April 2011
May 2003 - April 2007
May 2001 - May 2003
Owner
CBC Consulting | Las Vegas, NV
Mar 2024 – Current
Customer Development
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New Product Launch: Active engagement providing leadership with new product development, design and testing. Operational and support activities continue with product sourcing, Beta, launch schedules, product distribution / logistics, service and support.
Director of Service
Bluberi Gaming • Las Vegas, NV • 2023 - 2024
Hired to evaluate Gaps in the current service organization, tools, and resources. Gain approval and move forward establishing a strong foundation supporting exponential growth.
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Reorganized the Field Service department, scheduling team, parts, training and technical support putting them on a 3-year growth plan.
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Established a new baseline budget to identify missing and needed line items for both expense and capital investments.
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Performed a SWAT analysis and gained approvals for Netsuite Service Management system, new mobile tools for efficiency and purchasing a new fleet of service vehicles.
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Created a Field Service instrumentation plan to collect key metrics for navigating forward with service management team
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Reorganized the Class II Network Operations Center investing in new tools and metrics to ensure the highest services levels to our customers.
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Established numerous contracts to establish 3rd party relationships with OEM service organizations to augment the Bluberi service team during the 2024 year.
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Evaluated new sign package product making dozens of changes in the design. Focused on safety, speed of assembly, elimination of special equipment and reduction of installation resources for product launch.
VP Business Development
DruvStar Cybersecurity • Las Vegas, NV • 2020 - 2023
Brought on-board to jumpstart the company with competitive go-to-market product offerings and technical programs supporting tools and resource investments.
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Successfully presented company’s revenue growth, services and channel strategies to secure funding from top-tier investors, validating the company's value proposition and growth potential.
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Launched new business product lines based on market analysis, competition and customer requirements.
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Identify and cultivate strategic partnership with key customer executives, vendors, and industry influencers to achieve market share in Sports Betting sector thus enhancing the company’s brand awareness, credibility and trustworthiness.
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Negotiate complex technical integration engagements, contracts, and proposals to ensure the best cybersecurity solutions for our customers while meeting aggressive profit margins.
VP Global Technical Services – Systems & Games
Konami Gaming • Las Vegas, NV • 2016 - 2020
Responsible for leading a team of 100 technical professionals to deliver the highest level of service and support across both systems and gaming products.
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Implemented a new mobile service management tool (Astea) enhancing field billing, parts management, quality feedback and incident tracking.
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Implemented a NOC across all system customers to improve early problem detection which translated to an 80% reduction in outages during year-1.
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Established numerous contracts to establish 3rd party relationships with OEM service organizations to augment the Konami service team.
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Implemented a DFX program focused on “Product Serviceability and Product Assembly” for new gaming products.
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Orchestrated complex $7M global retrofit program across 500+ casinos, 60 gaming jurisdictions with remediation (Button Deck replacement) of 10K casino games.
Director of Technical Services - Systems
Konami Gaming • Las Vegas, NV • 2011 - 2016
Responsible for managing the growth of the technical support teams and ensuring that customers receive exceptional customer service.
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Assigned Business Analysts who Identified over 250+ product issues (tickets), prioritized them and converted them to product requirements.
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Implemented a Professional Services department focused on deliverables that complimented the existing product line. $1M revenue in year-1.
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Converted existing ticketing system to Zendesk. Activated chat, SLA rules, new escalation process and an external self-service customer portal.
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Worked with SecureLink to modify their “Gateway” product to support the Oracle support toolset enabling secure access to customer systems and avoiding costly regulator fines for unauthorized remote connections.
Executive Director of Engineering
IGT • Las Vegas, NV • 2007 - 2011
Assisted with the accelerated expansion of the software development team leading the infrastructure buildout to China and supporting over 450 engineers.
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Lead a project to simplify the deployment of the CMS system, by streamlining the installation process and reducing it to 2-hours.
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Implemented a company-wide staff augmentation program, complete with gaming industry specific MSA’s, SOW’s and ICA’s
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Established an Engineering Project Management Office
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Assisted with the rapid creation of a new R&D Development Center in Beijing China, where we hired 280 employees in less than 24 months
VP of Casino Software Development
Acres Gaming • Las Vegas, NV • 2003 - 2007
Directed the restructuring of the software development team to address poor quality, late delivery and rising support costs.
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Implemented formal and automated Build process, peer reviews, code reviews and check-in policies to address process GAP’s and improve product quality.
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Establish and maintain a well-defined QMS that covers all stages of the software development lifecycle (SDLC), including requirements gathering, design, development, testing, deployment, and maintenance.
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Accelerated the acquisition/implementation of new automated testing tools to improve coverage and efficiency.
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Tracked key quality metrics, such as defect rates, defect densities, customer satisfaction scores, and mean time to resolution
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Developed and delivered a comprehensive set of Product / Engineering support / user / reference Documentation. Over 220 technical support documents were generated and distributed during internal training workshops
VP of Casino Software Development
Acres Gaming • Las Vegas, NV • 2003 - 2007
Directed the restructuring of the software development team to address poor quality, late delivery and rising support costs.
-
Implemented formal and automated Build process, peer reviews, code reviews and check-in policies to address process GAP’s and improve product quality.
-
Establish and maintain a well-defined QMS that covers all stages of the software development lifecycle (SDLC), including requirements gathering, design, development, testing, deployment, and maintenance.
-
Accelerated the acquisition/implementation of new automated testing tools to improve coverage and efficiency.
-
Tracked key quality metrics, such as defect rates, defect densities, customer satisfaction scores, and mean time to resolution
-
Developed and delivered a comprehensive set of Product / Engineering support / user / reference Documentation. Over 220 technical support documents were generated and distributed during internal training workshops
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