Greg Alyea Email & Phone Number

Worked with a team to write scalable custom software in Go that allows massive online games and their associated web tools to quickly and safely interact with data stored in relational databasesAssisted game development teams by designing programs and modules that meet the data storage needs of The Elder Scrolls OnlineReviewed game code written by The.

Took ownership of a legacy Customer Support Ruby on Rails application, fixing several long-standing bugs and optimizing most of the app. In some cases, components load ten times faster than they used to. Completed several Microsoft acquisition security remediation tasks, including upgrading several dependencies and securing elements of the applications and.

Planned, coordinated, and assisted with migrating our company-wide ITSM to another software, serving as the architect of the new solution.Designed React.js/Express.js plugins to add functionality to the new company-wide ITSM.Volunteer Co-Chair of the Pride ZeniMax Employee Resource Group, a space for LGBTQIA+ employees to make an impact on the.

Hunt Valley, MD

Maintain, support, and continuously improve Operations Center tools, including our ITSM, Slack bots, and automation packages.Worked with stakeholders to smoothly transition our ITSM platform to another solution.Facilitated the transition of various Python tools to AWS, using Docker and AWS ECS to optimize uptime.Set up and maintained a reporting server.

Monitored and supported a large Linux environment spanning across multiple datacenters around the globe, hosting a massive online role-playing game. Followed standard operating procedures to triage and resolve live product issues and reduce developer pages.Coordinated with the Live Services team as part of performing regular game maintenance tasks.

Timonium, MD

- Diagnosed, troubleshot, and resolved hardware, software, or other network and system problems for a large network of enterprise end-users.- Assisted users with diagnosing and solving data communication problems, including issues with roaming profiles, mapped network drives, server replication, and other technologies.- Maintained network-connected.

- Assisted customers through social media channels including Facebook, Twitter, Google+, and the official game forums- Reported emerging issues and trending topics to our development team - Provided weekly social analysis to major company stakeholders- Posted public-facing messaging to keep customers up-to-date- Developed and streamlined work processes for.

- 5 credited shipped titles (The Elder Scrolls Online, Wolfenstein: The New Order, The Evil Within, Wolfenstein: The Old Blood, Fallout Shelter)- Researched issues with no documented solution alongside members of the game studio and documented fixes from conception to confirmation- Transitioned support from an outsource location, including updating the.

Hunt Valley, MD

• Provided tier two supervisory services at a customer contact center, including manager callbacks, next-tier investigations, and knowledge base administration
• Assisted with onboarding and training new members of the team
• Provided ongoing coaching and support to improve efficiency and essential metrics, including handle time and CSAT rating

Rockville, MD

• Tested The Elder Scrolls V: Skyrim to find various bugs and defects
• Verified bug fixes on updated patches and confirmed that issues reported on our internal forum were resolved to ensure the product was in a finished state

• Completed management duties such as opening and closing the store, handling end-of-day cash, and maintaining a clean and organized work environment
• Strengthened employees by providing ongoing coaching
• Assisted with onboarding and training seasonal hires

Maintained inventory with the lowest shrink in the districtAssisted customers with the combination of attire

As a Games Ambassador, it was my responsibility to to provide a fun and fair environment for customers to play standard carnival games. I handled open air tills without the use of a cash register, was responsible for adhering to the rules of the game, and handed out appropriate prizes to our winners!