Bruce Grosman
SYSTEMS SUPPORT ENGINEER
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About
Senior Systems Support Engineer with 20+ years of enterprise IT experience delivering Tier III production support across gaming, healthcare, and enterprise software environments. Proven track record supporting mission-critical Casino Management Systems for approximately 500 properties across the U.S. and Philippines, managing 10–15 concurrent Tier III cases and resolving 30–40 complex incidents monthly while consistently ranking as a top performer for ticket resolution and SLA attainment. Deep expertise across Windows Server, Linux, SQL Server, VMware, Active Directory, Docker, and Kubernetes, with a strong focus on root cause analysis, system reliability, and AI-assisted troubleshooting workflows.
Experience
Systems Support Engineer II - IGT
(2024-09)
Deliver Tier III support for enterprise Casino Management Systems across 100+ U.S. casino properties in high-availability, 24x7 production environments.
- Manage 10–15 concurrent Tier III cases and resolve 30–40 complex production incidents monthly across Windows Server, Linux, SQL Server, Active Directory, VMware, Docker, and Kubernetes platforms.
- Resolve SQL replication, backup, SQL Agent, and performance issues on business-critical database systems supporting casino operations.
- Monitor production environments using Grafana and Loki to proactively identify and resolve issues before business impact.
- Leverage AI-assisted troubleshooting tools to accelerate root cause analysis and improve technical documentation.
- Consistently ranked among the team's top ticket resolvers, regularly exceeding SLA targets and recognized for resolving complex production issues with minimal business disruption.
Systems Support Engineer - Aristocrat Technologies
(2022-10 - 2024-09)
Delivered Tier III support for enterprise Casino Management Systems across 400+ casino properties in the U.S. and Philippines.
- Supported Linux, Windows Server, SQL Server, and enterprise gaming applications in 24x7 production environments.
- Collaborated cross-functionally with infrastructure and development teams to resolve complex, multi-system production issues.
- Mentored junior engineers on advanced troubleshooting methodology and root cause analysis best practices.
- Consistently recognized as a top-performing ticket resolver, frequently exceeding SLA expectations and building a reputation for resolving complex cross-functional issues.
Systems Support Engineer - Valley Home Medical Supply
(2008-07 - 2022-07)
Supported Windows servers, SQL Server databases, desktops, and networking infrastructure for a healthcare supply business over a 14-year tenure.
- Administered business-critical applications supporting daily operations and customer service functions.
- Developed SQL-based reporting and automation solutions that streamlined operational workflows.
- Managed backup, disaster recovery, and software deployment processes to maintain business continuity.
Systems Support Engineer - Activant Solutions (Epicor)
(2007-05 - 2008-07)
Provided Tier III enterprise application support for business-critical software systems.
- Supported SQL Server databases and enterprise reporting infrastructure.
- Resolved complex application and infrastructure issues for enterprise customers.
Systems Support Engineer - Paradise Computing Ltd
(2006-01 - 2007-04)
- Supported Sage applications and SQL Server databases for business clients.
- Developed Microsoft Access reporting tools to support client business operations.
- Provided remote technical support, resolving issues efficiently to minimize client downtime.
Education
Bachelor of Arts - Economics - Washington University in St. Louis
