Bruce Grosman

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.

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.

Bachelor of Arts - Economics - Washington University in St. Louis