Senior Customer Success Engineer

• Sep 2021 - Present

Technical Support Manager

• Jul 2019 - Sep 2021

Customer Success Manager

• Mar 2012 - Jul 2019

Contract Community Coordinator

• Nov 2010 - Aug 2011

• Moderated the official forums which averaged 20,000 posts per week. • Interacted directly with the players and promoted live events as a ‘product placement’ opportunity to showcase new items in the cash shop. • Wrote scripts for and participated in live events of various natures. • Created and executed contests on the website and forums. • Coordinated with other teams internally. • Compiled feedback from players via the forums, in game visits and facebook comments to share with key stakeholders. • Prepared documentation for events and promotions and wrote modules for the monthly publications as well as official announcements. Show less

Contract Proofreader (remote)

• Jun 2005 - Oct 2006

Proofread Sci-Fi & Fantasy novels for grammatical and typographical errors. Worked independently and adhered to both inflexible deadlines and content restrictions. Proofread Sci-Fi & Fantasy novels for grammatical and typographical errors. Worked independently and adhered to both inflexible deadlines and content restrictions.

Organized Play Manager

• Jan 2002 - Jan 2003

Created schedule of events for Cardhaus Games, expanded schedule to meet the needs of the added player base. At the time, Cardhaus Games ran more then 50 tournaments every week, with the largest event pulling in 142 players. Instructed other employees on how to use the tournament software and keep events running smoothly. Expanded Organized Play to cover not only collectible card games, but computer games and miniatures as well. Determined cost effective prize support for the events at the center. Show less

Applications Instructor

• Mar 2001 - Jun 2001

Responsible for preparing and teaching a variety of classes to corporate students. Classes included beginning, intermediate, and advanced material for HTML, JavaScript, Dreamweaver, Windows 2000, MS FrontPage 2000, MS Word 2000, MS Excel 2000, and MS Access 2000.; Handled classes as large as 22 students. Averaged a student rating of 9 out of a potential 10. Responsible for preparing and teaching a variety of classes to corporate students. Classes included beginning, intermediate, and advanced material for HTML, JavaScript, Dreamweaver, Windows 2000, MS FrontPage 2000, MS Word 2000, MS Excel 2000, and MS Access 2000.; Handled classes as large as 22 students. Averaged a student rating of 9 out of a potential 10.

Tech Producer

• Mar 2000 - Aug 2000

Worked independently on several high profile components of the StarMedia website, including the redesign of the Games portion of the StarMedia main site. Individually responsible for implementing the site design for the Ricardo Rocha sub site. Successfully implemented the site design for the Carlos Santana Summer Tour sub site accurately and on time, despite aggressive deadlines. Frequently called upon to address browser compliance issues through a detailed analysis of the code driving the generation of a webpage Show less

Staff Consultant

• Jun 1999 - Mar 2000

Integral member of a programming team which designed and developed e-commerce websites and web-based applications with Microsoft technologies. Responsible for authoring and debugging Active Server Pages using both VBScript and JavaScript. Examples include dynamic content served from a SQL server database for an online catalog (text and images) and online ordering forms. Quickly entrusted with Project Coordinator role for a major client. Conducted QA testing for multiple projects. Prepared technical documentation for various web projects. Consistently called upon to explore new technologies and software due to exceptional learning skills. Show less

Assistant Manager

• Jul 1998 - Feb 1999

Hired for short term assignment as Assistant Manager to aid in transition from retail storefront to internet based business. Guided conversion of inventory records to computer database. Trained employees on proper usage of new information systems. Handled financial aspect of conversion. Created Excel workbooks for financial planning and record keeping. Hired for short term assignment as Assistant Manager to aid in transition from retail storefront to internet based business. Guided conversion of inventory records to computer database. Trained employees on proper usage of new information systems. Handled financial aspect of conversion. Created Excel workbooks for financial planning and record keeping.

Manager, Director of In-Store Promotions

• May 1997 - May 1998

Handled day-to-day operations of retail establishment. Primarily responsible for store's continuous operation and inventory management. Worked directly with distributors and manufacturers to promote new products. Frequently traveled to industry events as representative and buying agent for Millenium Hobbies. Solely responsible for generating sales on new products. Designed and developed unique initiatives in order to promote sales whenever new products were released. Handled day-to-day operations of retail establishment. Primarily responsible for store's continuous operation and inventory management. Worked directly with distributors and manufacturers to promote new products. Frequently traveled to industry events as representative and buying agent for Millenium Hobbies. Solely responsible for generating sales on new products. Designed and developed unique initiatives in order to promote sales whenever new products were released.