ALEKS Implementation Manager for HE Math and Chemistry.

Responsibility and authority over QA (quality assurance) of the company's games as well as responding and interacting with players in-game, on the forums, and through the customer support system. Created and implemented test plans to ensure future content was released on time and exceeded company standards while supervising a team of 6 offsite Game Masters.

Provided QA, analysis and customer support for World of Warcraft, Starcraft II and Diablo III. Used in-game chat and email to resolve all customer issues with an emphasis on account administration and complex issue investigations. Tested numerous proprietary tools to provide feedback, suggestions and bug reports which increased efficiency and accuracy. Assisted management with identifying areas for improvement and developing team building activities. As a subject matter expert I also assisted our Learning and Development team with training customer support reps as well as non-support team members through our "GM for a Day" program.While at Blizzard I was chosen for many special projects, the majority of which were QA oriented. I was a member of the World of Warcraft Bugs team, which was responsible for monitoring incoming player reports and identifying/reproducing the most high priority and customer impacting issues. My success in this role enabled me to also become a temporary member of the Diablo III QA team. I was also part of a special task force responsible for ensuring the integrity of the Arena system by investigating teams for exploitation and taking appropriate actions.