Overview
Work History
Education
Skills
Personal Information
Studies Applied For
Timeline
Generic

Tiziana Spiteri

Tarxien

Overview

19
19
years of professional experience
7
7
years of post-secondary education

Work History

Games Delivery Manager

Stakelogic Malta Limited
, Il-Marsa
01.2024 - 04.2025
  • Setup both RNG Slots and Live casino setups for the new brands according to the jurisdiction.
  • For Slots after the creation of the setup is ready all the games would be enabled accordingly, also enabling the RTPs accordingly to the excel sheet that the Head of Account Management or Account Manager provides.
  • Rest password or amending max exposure.
  • For Live casino some the operators would need a virtual table to do some test beforehand.
  • Change names of some cards in both Test and Production environment in Live Casino.
  • Create new users to the Backoffice given access to the needed tools example Bonus tool.
  • Make the Setup for new brands according to the excel sheet filled in by the operator.
  • Setting up a Dedicated table and Network table.
  • Process to configure the new table; therefore will request an excel sheet with the brand name, table id and get the stream and background URL from internal department to add once ready with the Setup.
  • As the Games Delivery coordinator, I am responsible to manage and deliver various aspects of our delivery needs, which are the following but not limited to the items listed below:
  • Configure new clients/brands in BO for tables.
  • Configure new tables to existing clients.
  • Prepare internal roadmap documentation and distribute to commercial teams.
  • Liaise between integration/SM/QA for table sign off and launch.
  • Manage client BO casino settings for updates and changes.
  • Work with commercial AM's and Integrations for new client on-boarding and delivery.
  • End to end plan and deliver new table launches.
  • Coordinate photo-shoot assets for client areas and AM's to distribute.
  • Work with Marketing teams to deliver network and dedicated product sheets.
  • Responsible for go live planning and communication with all relevant stakeholders.
  • Distribution of client contact details to relevant teams.

Integration Support Engineer

Yggdrasil Gaming Ltd
10.2023 - 12.2023
  • Day to day support and service requests from our business customers using Freshdesk.
  • Track and follow up on bugs and issues with our third-party developers (JIRA).
  • Maintain and improve the processes and tools required to get the job done.
  • Create confluence pages with new information while encountering new ones in various tickets.
  • Check and create new queries to run in the workbench (database).
  • Troubleshoot and replicate various issue reported by operators using the Devs tools and Launcher.
  • Providing timely and efficient support to address day-to-day inquiries and service requests from our valued clients.
  • Tracking and meticulously following up on reported bugs, glitches, and issues encountered by clients, ensuring prompt resolution and minimizing disruptions to their operations.
  • Continuously refining and enhancing the processes, procedures, and tools utilized in client support operations to optimize efficiency, effectiveness, and overall customer satisfaction.
  • Effectively resolving simple technical tasks and inquiries while efficiently escalating more complex issues to other departments for further investigation and resolution.

NOC Engineer

Betsson
03.2016 - 12.2019
  • Manage Betsson Group's ticket system for incidents and maintenance.
  • Ticket creation and classification.
  • Notification and ticket update.
  • Follow up on pending incidents.
  • Communication facilitation.
  • Dispatcher and Escalation of tickets to the right support group.
  • Responsible for the content in the tickets.
  • Initial diagnosis, troubleshooting, rectification and/or escalation according to routines and processes.
  • Proactive monitoring.
  • Single-Point-of-Contact for all communication in relation to production issues.
  • Direct contact with our 3rd party providers.
  • Detection, correlation and analysis of events in the technical environment.
  • Other project related tasks that will be assigned by management.
  • Maintaining and improving the incident and problem processes together with the Incident and Problem Manager.
  • Be a support and have a close relationship with the Incidents and Problem Management group.
  • Participate in a 24/7 rotation scheme.
  • Improve the group KPI:s such as resolution rate of incidents and proactive monitoring.

Technical Account Manager

Playngo
03.2015 - 03.2016
  • Manage a portfolio of clients.
  • Build strong and positive relationships with clients at various levels.
  • Build and document knowledge about the clients business and technical setup.
  • Project manage and document all technical projects carried out with clients.
  • Actively play a part in ensuring financial targets are reached.
  • Log any bugs or feature requests in the bug and feature handling system.
  • Build strong relationships with Client Services team members.
  • Ensure client's support tickets are resolved in a fast and professional manner and comply to agreed Service Level Agreements.
  • Feedback any important client information to Client Services Team.
  • Identify any training/knowledge needs for clients and colleagues.
  • Prepare and perform training of clients and colleagues.

Network Operation Engineer

BMH Business Solution
01.2014 - 03.2015
  • Monitor network operations, investigate report alarms and resolve service impacts as they occur.
  • Handle events and work closely with vendors, internal engineering team and data center operation store solve service issues.
  • Contribute to development and improvement of operational procedures and documentation.
  • Perform and support solution implementation for customers include but not limit to attend customer meetings, conduct site survey and network assessment, prepare report on site survey findings, and coordinate customers and vendors on site preparation.
  • Manage and monitor networking technology solutions for the organization including those related to LAN optimization, firewall and security configuration, VPN.
  • Take an ownership role in the operational support of network solutions by implementing, documenting and managing systems though their lifecycle.
  • Contribute to the selection and implementation of network monitoring and reporting tools.
  • Document network architecture, infrastructure components, and operating procedures.
  • Assist in management, monitoring, and troubleshooting network and computer infrastructure as appropriate.
  • Act as an escalation resource to the support team for troubleshooting network problems.
  • Act as a mentor and resource to peers in the operations team and support staff.
  • Participate in design review discussions with other members in the IT Infrastructure Services team.
  • Advise management on ongoing needs and issues related to networking and security Infrastructure.

Technical Support

Net Entertainment Malta Ltd.
10.2012 - 06.2014
  • Create jira ticket where there is a bug.
  • Create incident ticket where casino module is down or a huge issues that need immediate assistance.
  • Release stuck game round for the operator.
  • Whitelist the ip address for the operator with a pre-approved change.
  • Enable remote access for the operator with a pre-approved change.
  • Plan and make the changes (Coin Value, Free round Bonus FQLs etc).
  • Dispatch the tickets accordingly to my workmates.
  • Create and send reports for the operators (Betsson, Unibet, Betlick, Expekt...) from the database.
  • Search in server logs if there are any exceptions for the error the operator has and investigate in the database.
  • Unlock the operator and reset the password from the Casino Module backend.
  • Respond to customer's service and change requests via email or phone.
  • Solving incidents in close co-operation with customers and internal resources.
  • Priority and analysis of incidents and service requests.
  • Monitoring of network, servers and any applications.
  • Troubleshooting and restoration of services as quickly as possible if an incident occurs.
  • Follow up on incidents that has been escalated and keep track on status.

Customer Service Representative

HSBC
06.2013 - 12.2013
  • Handling customer queries at first point of contact.
  • Identifying customer needs and finding appropriate solutions.
  • Training new team members to give them confidence when they join the business.
  • Attending training in a variety of skills ranging from customer care to banking requirements and FSA (UK) regulations.
  • Install imaging as XP/Windows 7/Windows 8 on computers.
  • Install software (like Dakar) and the dongles to work with Dakar.
  • Check that the telephone is up and running smoothly.
  • Firewalls for precaution for any spyware or hacking.

Software Tester

2X Software Ltd
05.2012 - 09.2012
  • Review and test new software releases.
  • Executing automated tests.
  • Check and write detailed test cases based on requirements.
  • Improve and update existing test procedures.
  • Work directly with the test lead in the implementation of the test cases.
  • Basic idea in Linux, Mac, Fedora - More knowledge in IOS (iphone, ipads etc).
  • Verify that each thin client we have available or the customer sends for testing works perfectly (the sound, motherboard, NIC card etc are working and are supported with our products).

Technical Support Technician

2X Software Ltd
04.2010 - 04.2012
  • Support our foreign customers with our products (ThinClientServer, ApplicationServer, VirtualDesktopServer).
  • If they encounter some kind of problems they send us and we do our best to fix their issue asap.
  • Some basic knowledge of Hyper V and Vmware.
  • We help our customer via ticket system, chats or via phone.

Help Desk Support

Lufthansa Technik Malta Ltd.
01.2008 - 03.2010
  • Imaging the computers with Acronis Image 12.
  • Printers and Network connection issue.
  • Conducting a project regarding iphones of Cisco.
  • Solve IQ move, Qpulse and SAP problems issues.
  • Installation of new programs (related with the airplanes).
  • Co-coordinating the website of the Lufthansa.
  • Dakar (worked with Human Resources and Accounts).
  • My job in this case was only managing and take care of Time & Attendance and Payroll.
  • The Dakar Internet Payroll was created in our company because it minimize the overload of work to do by hand for payroll and time & attendance.
  • It was the ideal payroll solution for the company since we are over 500 employees and it is really efficient, convenient and maintenance free payroll system.
  • The payroll is accessible from any computer with internet access.
  • Any user can register on-line and start using the system immediately.
  • No additional software is needed since we (IT section install the Dakar in every machine in the company already) and you do not have to be technical in order to access the system.
  • Once the user have a username and password with the Human Resources, Accounts and me took care of that each person had available has to register on-line, the user will have immediately the information concerned to him.
  • With all the information inserted, the Accounts and Human Resources will have everything in order and organized and can issue the payroll reports in a few minutes.
  • The Dakar Time & Attendance system integrates directly with Dakar Hand Readers equipment (which when the user is punching in and out, it will automatically update the Dakar system).
  • Shifts and schedules, even on a rotation basis, are automatically recognized without the need of redefinition.

IT Technician

Intecomp
07.2008 - 10.2008
  • A project consisting with Mitts of changing the old pcs in the schools with new one's from Intercomp (Dell).
  • Making some configuration adequate to each of the school.
  • Making as well imaging.

IT Technician

Innovate
07.2006 - 10.2006
  • Arranging the server asset numbers and see that the name of the server is correct with the sheet given.
  • Contact the users of Maltacom to arrange their login name and email to a specified one indicated in the excel sheet given to use and working with specific programs.
  • Work like helpdesk ex: someone call for some faults occurred to them and we make a call and someone goes on location to fix it.

Education

Windows Server 2008 Network Infrastructure, Configuring -

Key Ltd.
10.2011 - 11.2011

Windows Server 2008 Active Directory, Configuring - undefined

Key ltd
06.2011 - 10.2011

MCAST (First Diploma, National Diploma and Higher National Diploma in IT) - undefined

MCAST
01.2000 - 02.2006

o levels - undefined

01.1998 - 05.1998

Skills

  • Experienced in communicating with clients, employees and partners

  • Team player with a problem-solving attitude

  • Good experience in project management and team coordination

Personal Information

  • Date of Birth: 06/30/85
  • Gender: Female
  • Nationality: Maltese

Studies Applied For

Technical Support

Timeline

Games Delivery Manager

Stakelogic Malta Limited
01.2024 - 04.2025

Integration Support Engineer

Yggdrasil Gaming Ltd
10.2023 - 12.2023

NOC Engineer

Betsson
03.2016 - 12.2019

Technical Account Manager

Playngo
03.2015 - 03.2016

Network Operation Engineer

BMH Business Solution
01.2014 - 03.2015

Customer Service Representative

HSBC
06.2013 - 12.2013

Technical Support

Net Entertainment Malta Ltd.
10.2012 - 06.2014

Software Tester

2X Software Ltd
05.2012 - 09.2012

Windows Server 2008 Network Infrastructure, Configuring -

Key Ltd.
10.2011 - 11.2011

Windows Server 2008 Active Directory, Configuring - undefined

Key ltd
06.2011 - 10.2011

Technical Support Technician

2X Software Ltd
04.2010 - 04.2012

IT Technician

Intecomp
07.2008 - 10.2008

Help Desk Support

Lufthansa Technik Malta Ltd.
01.2008 - 03.2010

IT Technician

Innovate
07.2006 - 10.2006

MCAST (First Diploma, National Diploma and Higher National Diploma in IT) - undefined

MCAST
01.2000 - 02.2006

o levels - undefined

01.1998 - 05.1998

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Tiziana Spiteri