Experience

Bethesda Game Studios

• United States
• Computer Games
• 300 - 400 Employee

• Live Producer

  • May 2021 - Present

  Austin, Texas, United States



Blizzard Entertainment

• United States
• Entertainment Providers
• 700 & Above Employee

• Producer, Service Technologies

  • Mar 2020 - May 2021

  Austin, Texas, United States

• Live Ops Producer; Service Technologies

  • Nov 2017 - Mar 2020

  - Planned and coordinated multiple migrations of global Production/QA CRM services; partnered with other teams on migrations for services ours depend on - Managed release schedule of a globally used CRM and performed all deployments to Production environments; trained peers on release processes - Prioritized all incidents with multiple products used internally and customer facing services - Worked with third party partners to prioritize and address issues impacting customers and/or… Show more - Planned and coordinated multiple migrations of global Production/QA CRM services; partnered with other teams on migrations for services ours depend on - Managed release schedule of a globally used CRM and performed all deployments to Production environments; trained peers on release processes - Prioritized all incidents with multiple products used internally and customer facing services - Worked with third party partners to prioritize and address issues impacting customers and/or support agents - Assisted engineers during incidents by reviewing services through use of telemetry data, and provide triage support - Communicated across multiple levels and departments, providing information regarding our upcoming releases, and providing mitigation/incident response plans - Developed reports for the performance and reliability metrics of our products, with a focus on striving to maintain 99.9% uptime, and actions responding in 3 seconds or less for our CRM - Provided 24/7 on call support for incidents impacting Global Customer Service - Reorganized on-call support structure to provide better support based on impacted product - Established a process to maintain consistent communication with customer service users, making near daily check-ins with available teams and attended monthly team meetings

• Regional Planning & Support Supervisor

  • Sep 2014 - Nov 2017

  • Work with global peers to compile and present weekly global reporting for an executive audience • Support a team of Service Level Coordinators in day to day tasks, and ensured important operational changes are communicated and completed • Developed and directed strategies for addressing outstanding contact volumes • Document and distribute important daily happenings, reminders, and upcoming events to ensure the team remains informed • Document weekly summaries of operational… Show more • Work with global peers to compile and present weekly global reporting for an executive audience • Support a team of Service Level Coordinators in day to day tasks, and ensured important operational changes are communicated and completed • Developed and directed strategies for addressing outstanding contact volumes • Document and distribute important daily happenings, reminders, and upcoming events to ensure the team remains informed • Document weekly summaries of operational incidents, successes, failures, special initiatives, and important discussions • Incorporated Scrum retrospective meetings to better improve Service Level Coordinator processes during game launches

• Service Level Coordinator

  • Feb 2010 - Sep 2014

  • Assisted with the formation and development of the Service Level Coordinator team starting in September 2009. • Worked with global Tools and Reporting Teams as Scrum Product Owner for tools and reports to improve the global Service Level Coordinator Team • Represented the North America Service Level Coordinator Team on large scale projects • Documented and maintained all Service Level Coordinator procedures for reference and training • Assisted Service Level Coordinator peers… Show more • Assisted with the formation and development of the Service Level Coordinator team starting in September 2009. • Worked with global Tools and Reporting Teams as Scrum Product Owner for tools and reports to improve the global Service Level Coordinator Team • Represented the North America Service Level Coordinator Team on large scale projects • Documented and maintained all Service Level Coordinator procedures for reference and training • Assisted Service Level Coordinator peers globally with any tasks, and questions regarding procedures or best practices • Acted as a point of contact for all Customer Service Teams globally for any internal operations issues or questions • Provided Service Level Coordinator coverage for multiple Blizzard Entertainment product launches

• Senior Game Master

  • Aug 2008 - Feb 2010

  • Selected by management to assist with the development of the Service Level Coordinator Team between 9/2009 to 2/2010 • Constantly volunteered to handle customer service operational tasks to assist other Senior Game Masters • Mentored and lead a team of 15 Game Masters in providing epic customer service • Addressed high priority situations with customers claiming real life threats against themselves or others • Assisted dissatisfied customers in understanding Blizzard policy and… Show more • Selected by management to assist with the development of the Service Level Coordinator Team between 9/2009 to 2/2010 • Constantly volunteered to handle customer service operational tasks to assist other Senior Game Masters • Mentored and lead a team of 15 Game Masters in providing epic customer service • Addressed high priority situations with customers claiming real life threats against themselves or others • Assisted dissatisfied customers in understanding Blizzard policy and philosophy • Lead bi-weekly team meetings and held monthly individual performance meetings

• Game Master

  • Jul 2007 - Aug 2008

  • Acted as a point of contact for all team members for any questions regarding policy, procedure and customer concerns • Reviewed unassigned in-game ticket queues for mass contacts, threats, and stuck customer issues to be tasked out within the team • Won Gold and Platinum Customer Service Awards for multiple quarters • Assisted the team’s Senior Game Master by taking daily attendance, compiling meeting information, and sending team communications • Assisted World of Warcraft… Show more • Acted as a point of contact for all team members for any questions regarding policy, procedure and customer concerns • Reviewed unassigned in-game ticket queues for mass contacts, threats, and stuck customer issues to be tasked out within the team • Won Gold and Platinum Customer Service Awards for multiple quarters • Assisted the team’s Senior Game Master by taking daily attendance, compiling meeting information, and sending team communications • Assisted World of Warcraft customers with any in-game concerns