Amy Vachon Email & Phone Number

• Lead Producer for MMORPG Mabinogi• Manager to the Production Coordinator, with guidance for the CM and QA team members.• Point of Contact for communications between game developers and internal teams (Player Support, Localization, QA, Community, Engineering, Marketing, Web Developers, etc.)• Proposed clear and thorough information when discussing timelines and resolutions for ongoing tasks.• Updated and managed reoccurring deliverables for Mabinogi project with a focus on project performance, KPI review, and data analysis for sales and user activity• Revenue forecasting and monetization planning to reflect current trends and user sentiments• Drafted content patch notes and announcement notices for upcoming updates and content roadmap plans (Service Impact Guides, Producer Letters, etc.)• Oversee game maintenance and live service operations, including incident reports and other live issue coordination• Reviewed game plans, QA and Test Rail progress, Community projects and design requests, and other project initiatives spanning marketing, social, and brand (PR/CRM) • Quickly identify causes and suggest resolutions or compensations for issues affecting player sentiment or blocking player progression• Facilitated build schedules, team objectives, and checklists to ensure project completion even during tight testing schedules for content updates on a monthly project cadence• Created documentation for update plans, process outlines, and testing guides to assist team development for all Mabinogi related avenues• Reviewed game assets, promotional materials, and web contents to ensure game brand is unified and consistent

El Segundo, California, United States

• Assisted the Producer and managed live game operations for MMORPG, Mabinogi• Live game maintenance and monitoring, ensuring smooth patch releases on a monthly release schedule• Assessed build schedules, applied builds, and ensured game config and DB scripts were ready for QA testing• Assisted with content testing, reviewed TestRail plans, and relayed issues to QA team, ensuring their accounts and JIRA regression testing could be completed with minimum downtime• Drafted content posts and wrote monthly patch notes, working closely with the Community Manager with assets, outlines, and quality control for player facing web posts• Monetization planning and upkept sales using shop management tool • Facilitated information and learnings between internal teams (Customer Support, Localization, QA, Community, Engineering, Marketing, and others as needed)• Mabinogi’s “Erinn” Server Merge - Created a test plan for a server merge of 2 game servers; ran several test runs, documented issues, and created additional test cases for new issues. Wrote player facing FAQ and communicated with internal and dev teams to ensure a smooth release.

• Lead GM for Mabinogi, and assisted MapleStory as a backup GM• Overhauled guidelines and process policies for handling Player Reports, Banning and Arbitration, and Technical Support issues for all games• Initiated revamp projects and created proposals for internal tool and game improvements • Improved data analytic processes to help agents search and review Splunk game logs• Created guidelines for handling live issues, from agent to player communication to issue resolution and compensation • Assisted game production team with future planning and content review• Supported player issues through Zendesk tickets with issue resolution, compensation, and informative responses• Relayed new issues and guidelines to internal and outsource teams to ensure Mabinogi achieved positive player satisfaction and high CSAT ratings• Documented common issues, key game knowledge, and how-to guides for game tools to fully train and transition new agents who begin working on the game

• Strategic planning in monthly sprints for MMORPG Mabinogi. • Utilized game tools and other project management materials in JIRA, Confluence, Splunk, & Microsoft Office. • Active in organization & documentation for internal content and user facing patch notes.• Assisted in game maintenance executions and schedule planning.• Utilized various project tools to properly track time management, bugs and tasks for QA testing.• Asset management and produced web content designs using Adobe Photoshop and HTML/CSS in Dreamweaver.• Mabinogi’s “Nao” Server Merge - Created a test plan for a server merge of 3 game servers; ran several test runs, documented issues, and created additional test cases for new issues. Wrote player facing FAQ and communicated with internal and dev teams to ensure a smooth release

• Supported various MMORPG game titles, notably, Mabinogi, MapleStory, & MapleStory 2.• Used several support tools including Zendesk, Splunk, Confluence, & JIRA.• Handled ticket queues and live chats, achieveing high CSAT when assisting users• Devoted to customer satisfaction and customer experience, notably documenting issues or suggestions for quality-of-life improvements • Advocated for player satisfaction, addressed player needs and projected concerns to proper internal and external development teams through proposals and reports. • Documentation including Internal Process & Policy and Player-Facing FAQ• Assisted the Player Satisfaction Project to review live game bugs and issue resolutions, compensation, and support improvements

Greater Los Angeles Area

Self-motivated and self-initiatedActive in adhering to customer satisfactionCollaborates closely with clients to reach general understandingDemonstrates multitasking and completes media and projects on timePrioritization, organization, and overall responsible in managing work

Bachelor’S Degree, Art/Art Studies, General

Art Studies, with focus on Illustration and Animation Skilled in Graphic/Web Design and Photography

4.0 Gpa

Activities and Societies: CSF: California Scholarship Federation