https://us.shop.battle.net/en-us

Building Azure Ultra SSD and the next generation of Azure Storagehttps://azure.microsoft.com/en-us/blog/announcing-ultra-ssd-the-next-generation-of-azure-disks-technology-preview/

Improved the Windows-as-a-Service pipeline which is responsible for shipping updates toover 1.5 billion devices around the world (and in space).

• Managed partner relationships for Steam. Directly charged with overseeing Psyonix, Devolver Digital, and The Behemoth partner accounts.• Provided technical integration support for the Steamworks SDK.• Primary resource for matters of Community Management, Security, and Anti-Cheat.• Enhanced Steamworks management tools (PHP, C++,MSSQL) and updated Steamworks documentation.• Contributed to weekly strategic planning meetings alongside the COO and other senior staff.• Assisted with event management for Steam Dev Days (2014, 2016).• Working with Legal, identified and handled rogue partners.

Eyes and ears of the company, ensuring that Valve continues to be the most customer focused company in the industry. • Voice of the company across social media and various online communities. • Manage several external vendors and a team of 50 volunteer moderators from around the world. • Lead internal support team of 100 agents, driving policy and shaping product updates. • Act as VP of Officiating for The International series of Dota 2 e-sports tournaments.• Created a learning spam bot detection tool that effectively stopped spam bots on forums.steampowered.com and dev.dota2.com. • Working with partners to improve customer relations and marketing • Observing data and interpreting statistics to better comprehend customer behaviors, support issues,and other important trends

Performed data analysis and built tools for specialized task force that oversees external support vendor.

Lead small team responsible for building and maintaining tools used by Steam Support. Specialize in identifying slow and inefficient queries and processes within the tools.• Draft and executed support ticket creation UI that reduced incidents of duplicated tickets by 65%, a decrease of over 4,900 tickets per month.• Refactored hourly report to improve performance and provide more meaningful stats. Reduced report generation time from 41.95 seconds to 2.16 seconds. Added new metrics designed to act as motivators.• Built series of tools designed to identify scammers and various social engineering attempts. Since Steam accounts have lots of value associated with them, many attackers contact Steam Support in an attempt to steal accounts. Focused on creating interfaces identified such attacks at a glance, greatly reducing the amount of training needed and eliminating successful scams.

Acted as primary HR rep and recruiting lead for Steam Support. Designed interview process for Steam Support, Facilities, and IT teams. Lead phone screens and interviews for all positions within the company. Collect and deliver feedback during annual peer review and compensation process.

• Work with fellow developers and partners to create industry leading anti-cheat and DRM products (VAC and CEG, respectively) used in games such as Valve’s Counter-Srike and Activision’s Call of Duty series• Create web-based management tools using PHP, Javascsript, and MSSQL • Infiltrate cheat and pirate communities, obtaining insider information • Analyze, identify, and signature samples of cheats

•Acquiring an extensive understanding of player communities and their impact on gameplay and development•Gaining valuable insight into issues facing various types of game play and artistic and technical considerations•Beta-testing a variety of games, applications, and features•Improving communication skills while managing feedback from current and potential customers•Enhancing the usability of the forums by consistently enforcing the forum rules and by providing assistance to users around the world

•Facilitating the complete solution of product sales, upgrades, installations and service in the store •Troubleshooting desktop and laptop computer hardware and software problems, diagnosing and resolving issues to clients’ satisfaction•Tutoring customers on the operation of their products, services, and/or solutions•Working in heavy traffic, fast paced environment with little direction from supervisors while planning and executing self scheduled tasks to produce positive results•Expected to personify and uphold the Geek Squad service standards

•Designed, built, and managed state-of-the-art servers, dramatically improving server performance and infrastructure•Made recommendations as to what systems would most effectively meet the company’s needs •Provided troubleshooting assistance and maintenance on all computer systems

•Responsible for all store operations, including accounting, inventory, merchandising and sales •Supervised the employees and all work in the diner to meet established goals around customer satisfaction and store revenue•Assisted with or responded to customer inquiries and complaints as required•Mentored front of the house employees in customer service and training

•Represented the Purple Cow brand of restaurants by striving to exceed all expectations and goals •Ensured every customer had an enjoyable encounter from every facet of their dining experience•Managed multiple tasks, paying special attention to details, and communicate wonderfully with customers