Caleb Strobel Email & Phone Number

Santa Cruz, Ca, United States

Titles worked on: Disney Heroes, Legendary: GoH, Portal Quest, Twisted Towers, MathJam, Broken Crown (as well as games that are in pre-production & some that never made it to production)What I do:Quality Assurance department manager, a people manager as well as a working manager. Spending my time handling high level studio & department tasks, as well as jumping into the trenches with the people in my department (for more details on tasks see my job description for Lead QA below). No task too tall or small. Guiding and supporting the people in my department and fellow managers & leads in the studio. Experience building, managing, directing & working with QA outsourcing.Successfully took over QA for a product, that was 5+ years old, after acquiring it from a different studio. Learned the game, the QA workflow & process, design workflow & process, back end/front end workflow & process. Helped transfer the project, using the original project/companies processes, to our companies processes & workflow. Then optimized the QA process/workflow & workload via analyzing the project as well as learning the design/backend/Frontend of the game by talking to our developers and designers. Reducing recurring workload. Reduced the QA cost substantially, from ~30-40k per month to ~15-20k per month or less.

Half Moon Bay, California

What I did:Managed the submission, release planning, preparation, coordination, test planning and testing for our client updates across multiple projects. Distribution of our applications, app store management, user profiles & permissions. Building & deploying client builds & server updates for testing.

Madison, Wisconsin

Titles worked on: Disney Heroes, Portal Quest, DragonSoul, Titan Empires, Greed for Glory.What I did:• Testing everything & anything. From back-end to front-end engineering, audio & art implementation, events/promotions.• Provide guidance and assistance to the QA team & cross functionally within the company. • Design internal testing tools.• Investigate, identify & reproduce bugs. • Bug & feature documentation, task management & upcoming release organization & producing (Jira & Redmine).• Database querying & analysis (SQL).• Test plan creation/execution/refinement (TestRail).• Knowledge of Android, iOS, Desktop & network troubleshooting.• Strong understanding of client/server based games & the development cycle.• Strong understanding of social engagement, hook/retention features & freemium games.• Provide ideas & features for design improvements & future content.• Team building & process refinement.• Google Play, App Store, Amazon & Samsung app store management.• Execute the submission & release process (Apple, Google, Amazon & Samsung).• Client distribution for all internal users & external users (testers, stakeholders, reps, etc). • Assisted with a successful in-house to 3rd-party store & client distribution transition.• Damage control specialist. • Experience catering to a top grossing app.• Design, collaborate, analyze & configure daily special events, deals, promotions & contests. • Monitor the performance of events & promotions & their impact on the retention & revenue.• Optimize the effectiveness of our events, promotions & contests.• Strong understanding of the F2P market & monetization strategies.• Train, guide & assist LO.• In-game communication. • Game master & game caretaker.• Owned a successful in-house to 3rd-party QA & assisted with the LO transition.

Madison, Wisconsin

• Titles worked on: Greed for Glory, Parallel Mafia, Parallel Kingdom.What I did:• Testing back-end to front-end engineering, audio & art implementation.• Working cross functionally within the company. • Investigate, identify & reproduce bugs. • Bug & feature documentation, task management & upcoming release organization & producing ( Redmine).• Database querying & analysis (SQL).• Test plan creation/execution/refinement (Spreadsheets).• Knowledge of Android, iOS, Desktop & network troubleshooting.• Strong understanding of client/server based games & the development cycle.• Strong understanding of social engagement, hook/retention features & freemium games.• Provide ideas & features for design improvements & future content.• In-game communication. • Game master & game caretaker.

Madison, Wisconsin

What I did:• Created and refined support processes and protocols. • Managed the help desk and assisted with community management and marketing content creation. • Worked cross-functionally.• Provided damage control.• Ensured live issues were escalated and resolved. • Time was split between CS, CM & QA prioritizing CS.• Guide, assist & train team members.• Agent insights & reporting to key stakeholders.• Help desk software management (Zendesk).• Black box, regression, feature, usability, smoke testing.• Facebook management.• Uservoice management.• Knowledge base management.• Resolve escalated issues from team members, users & management.• Resolve charge backs & payment disputes.• Resolve BBB complaints.• All previous TSE tasks.Community management/support ➡ QA (1/2015 - 2/2016):• Zendesk management. • Monitor Facebook, Uservoice forums & community forums.Provide assistance to the support team.• Resolve BBB complaints.

Madison, Wisconsin

What I did:• Handled the communication, investigation, testing, documentation & resolution of each case. Worked cross functionally to ensure that bugs were escalated to the proper engineer, worked directly with the engineers to provide test case and provided assistance with community management. Supported three active games, alone, and dubbed the customer satisfaction specialist by my colleagues. • Participate in daily scrums & development meetings.• Help desk software management. (Zendesk)• Design support tools.• In-game/out of game support flow and automations.• Regression, feature & usability testing.• Assist in video creation for the community and marketing.• All previous TSE tasks.

Madison, Wisconsin

What I did:• First and last point of customer contact; handled the communication, investigation, testing and documentation. • Customer experience. (Zendesk)• Game master.• Investigate, identify & reproduce bugs.• Document bugs & features. (Redmine)• Data Analysis. (MySQL)• Account investigations. (ToU abuse; Warn/Suspend/Ban users from our products)• Knowledge base management.• Payment support. (Google, PayPay, Amazon, Apple, TapJoy)• Android, iOS & Desktop troubleshooting.• Adjust and correct user accounts & elements within the server/database. (SSH tool)• Design support tools.• Provide feedback, ideas & potential improvements for products that are in development.

Jackson, Wisconsin

Worked as the face of a technical service company, provided onsite & remote technical support for small to medium schools & businesses.Tasks & Skills:• Maintain, analyze, troubleshoot & repair: computer systems, software, hardware, computer peripherals & networks.• Well versed in resolving all common computer problems including viruses, spyware, slow performance, errors, email client set-up, software installation and configuration, wireless networks, & peripheral problems.• Communicate technical issues in a manner which non technical individuals can understand.• Provide customer service through verbal & written medium.• Able to take ownership for problems & follow through to resolution.• Research & resolve unfamiliar situations.• Identify, analyze, repair failures & replace parts.• Wireless Deployment & Management.• Cabling Design & Best Practices.• Tablets, Smart Phones & Thin Client support.