Wai Tin Iao Tiago

• Directed multiple new cage openings (Phase 2, 3A, Horizon Plus), managing defect resolution, hardware/software installation (TITO, RFID, counting machines), and stakeholder briefings.
• Implemented process improvements including AML enhancements, Kaizen initiatives, approval matrices, and service recovery protocols, resulting in improved operational efficiency.
• Coordinated internal and external audits, prepared documentation, walkthroughs, and ensured timely deliverables.
• Spearheaded Smart Table projects, overseeing requirements, testing, configuration, demos, and reporting.
• Managed cash floats, banking operations, and chip purchase/destruction processes with strict compliance to DICJ regulations.
• Directed workforce planning, roster management, and team appraisals to optimize manning across segments.
• Oversaw system enhancements, from requirements gathering to testing and implementation, ensuring measurable benefits.
• Controlled departmental budgets, conducted regular reviews of forecasts and expenses, and managed fixed assets and maintenance contracts.
• Delivered compliance reporting (ROVE, forex reports) and supported regulatory submissions including new Fill Credit testing.
• Maintained project plans, tracked deliverables, and provided progress reporting with clear accountability.

• Conducted comprehensive audits, developed management responses, and reinforced internal controls to ensure compliance with regulatory standards.
• Partnered with management to address audit findings and strengthen governance practices.

Responsible for overseeing IT risk management and compliance functions, supporting internal audit activities to ensure adherence to regulatory requirements, service level agreements (SLAs), and internal IT processes, policies, and procedures. Key focus areas include:

- Conducting IT compliance reviews and internal audits to strengthen governance and control frameworks.

- Ensuring systems and operations align with regulatory standards and organizational policies.

- Monitoring SLA performance and enforcing adherence to IT service management protocols.

- Supporting risk assessments, policy implementation, and continuous improvement of IT compliance practices.

Support and oversee core casino gaming systems to ensure operational efficiency, compliance, and reliability. Responsibilities include:

- Providing system recommendations and technical solutions to enhance gaming operations

- Managing system upgrades, patch deployments, and implementations

- Working closely with business units to deliver system enhancements aligned with operational needs

- Ensuring vendors, consultants, and contractors meet regulatory requirements and service level agreements

- Monitoring and maintaining compliance with IT internal processes, policies, and procedures

Support and oversee core casino gaming systems to ensure operational efficiency, compliance, and reliability. Responsibilities include:

- Providing system recommendations and technical solutions to enhance gaming operations

- Managing system upgrades, patch deployments, and implementations

- Working closely with business units to deliver system enhancements aligned with operational needs

• Providing system recommendations and technical solutions to enhance gaming operations
• Managing system upgrades, patch deployments, and implementations
• Working closely with business units to deliver system enhancements aligned with operational needs

Responsible for delivering core IT support and infrastructure services across the organization. Key duties include:

- Configuring shared folders and access permissions

- Creating and managing Windows and email accounts for staff

- Providing day‑to‑day technical support to ensure smooth business operations

Focused on reliability, efficiency, and user support, ensuring that essential IT systems remain secure and fully operational.

Responsible for delivering core IT support and infrastructure services across the organization. Key duties include:

- Configuring shared folders and access permissions

- Creating and managing Windows and email accounts for staff

- Providing day‑to‑day technical support to ensure smooth business operations

Focused on reliability, efficiency, and user support, ensuring that essential IT systems remain secure and fully operational.

Responsible for delivering core IT support and infrastructure services across the organization. Key duties include:

- Setting up and maintaining internal servers and internet services

- Configuring shared folders and access permissions

- Creating and managing Windows and email accounts for staff

- Providing day‑to‑day technical support to ensure smooth business operations

Focused on reliability, efficiency, and user support, ensuring that essential IT systems remain secure and fully operational.

Providing frontline technical support and customer service for CTM’s internet solutions. Responsibilities include:

- Assisting customers with troubleshooting connectivity and service issues

- Guiding users through setup, configuration, and usage of internet services

- Coordinating with technical teams to resolve escalated cases efficiently

- Ensuring high service quality and customer satisfaction through clear communication and problem resolution