Joseph Morrison

Lead and support a team of Surveillance Operators, including scheduling, training, coaching, and performance management to ensure operational excellence and regulatory compliance.

Supervise day-to-day surveillance operations in compliance with Nova Scotia Gaming Control regulations, internal controls, and corporate policies under Great Canadian Entertainment.

Monitor live and archived CCTV using advanced surveillance systems (Avigilon) to detect fraud, theft, collusion, and procedural violations across gaming and non-gaming areas.

Ensure surveillance coverage meets all regulatory requirements, including camera placement, retention standards, and evidentiary procedures.

Respond to real-time incidents, providing leadership and direction during emergencies or high-risk situations.

Liaised with internal departments (Security, Table Games, Slots, Cage and Food & Beverage) and external agencies, including the Nova Scotia Gaming Control Commission, to ensure effective incident reporting and adherence to compliance standards.

Conducted detailed investigations involving table games, slots, cash handling (cage/count room), and patron disputes; documented findings in clear, audit-ready reports to support compliance and accountability.

Recommended and implemented procedural improvements to enhance security measures, mitigate risks, and streamline operational processes.

Monitor live and recorded surveillance footage to ensure compliance with Nova Scotia gaming regulations, internal controls, and company policies.

Detect and report suspicious activity, including theft, fraud, collusion, and procedural violations across table games, slot operations, and non-gaming areas.

Operate and maintain CCTV systems (e.g., Avigilon/Milestone), ensuring proper camera coverage and accurate video retrieval for investigations.

Respond to real-time incidents by identifying risks and escalating issues appropriately.

Conduct video reviews and investigations of patron disputes, employee activity, and financial transactions to support resolution and compliance.

Document incidents in detailed, accurate reports for management review and regulatory compliance, enhancing accountability.

Preserve and handle sensitive surveillance evidence in accordance with legal and regulatory standards.

Provided front-line technical support for BlackBerry Limited devices, software, and enterprise mobility solutions in a fast-paced operational environment.

Troubleshot and resolved hardware, software, and connectivity issues for BlackBerry smartphones and enterprise systems.

Supported BlackBerry Enterprise Server (BES) and related infrastructure, ensuring secure communication and device compliance.

Diagnosed network and email integration issues (e.g., Exchange/ActiveSync) and restored service with minimal downtime.

Facilitated device setup, configuration, upgrades, and secure data synchronization for users, enhancing their operational readiness.

Delivered real-time, on-floor support to staff, minimizing operational disruptions and maintaining productivity.

Documented incidents, resolutions, and recurring issues, streamlining troubleshooting processes and enhancing knowledge sharing.

Collaborated with escalation team on complex issues and implemented long-term solutions, improving overall issue resolution effectiveness.

Ensured adherence to corporate security policies, encryption standards, and mobile device management protocols.

Enrolled new members into the player rewards program, accurately capturing personal data and explaining tier benefits, points systems, and ongoing promotions

Delivered high-quality guest service by assisting players with loyalty programs, promotions, and account inquiries in a fast-paced casino environment

Served as liaison between marketing and guests, promoting events, tournaments, and special offers to enhance player engagement and retention

Resolved guest concerns and escalated complex issues to management, ensuring a positive customer experience and maintaining brand reputation

Utilized casino management systems to track player activity, update accounts, and generate reports for marketing initiatives

Coordinated with internal departments (Slots, Table Games, Security, and Food & Beverage) to streamline guest services and ensure successful event execution

Supported on-site events, tournaments, and VIP functions, providing personalized service to high-value players