• Developed user-friendly report and appeal intake forms using React Redux, enabling customers to report illegal content on company forums in compliance with the EU's Digital Service Act.• Constructed an internal tool with React Redux for customer support, facilitating the review and resolution of reported illegal content on company forums.• Implemented web clients utilizing React and Angular to dynamically present game-specific information and commands from development teams, enhancing support services for customer support representatives.• Engineered a .NET service to manage routing requests from company support tools to relevant game teams, streamlining the retrieval of information for customer support representatives.• Designed and implemented an ASP.NET Web API for adoption by game teams, facilitating seamless support integration for their respective games.

• Enhanced operational efficiency for a team of over 60 employees by architecting and deploying a Node.js Webex Teams chatbot with task tracking capabilities.• Created a parsing tool in Visual Basic within Excel to streamline log analysis for all Blizzard titles, significantly reducing troubleshooting time for customer support representatives.• Established bi-weekly reports outlining emerging Mac technical issues across Blizzard's intellectual properties, facilitating communication between customer support and the compatibility and development teams.

• Created a User Acceptance Testing scenario test suite and plan to leverage customer support as a testing resource.• Performed bi-weekly manual regression tests to identify and document bugs, subsequently presenting them to the relevant development team.• Generated comprehensive documentation for the interdepartmental QA team, outlining application usage in development