I serve as the project manager and am a full-stack developer hired to oversee the scripting of the entire game. In this role, I coordinate with other professionals, including UI designers, modelers, VFX, animators, world builders and etc. Additionally, I possess foundational skills in various aspects of game development, which enhance my ability to collaborate effectively with the team.

I ensure the effective utilization of global technicians by assigning tickets that align with their respective skill sets. Additionally, I generate comprehensive reports and coordinate with various departments to facilitate prompt assistance.

In my role as a support specialist, I assist Level 1 representatives in resolving user incident reports related to network, email, hardware, software, and other technical issues. I also conduct training for new hires before they transition to operational roles. Additionally, I manage a team of Level 1 agents to ensure we meet Service Level Agreements (SLA) and Key Performance Indicators (KPI). I routinely generate reports in ServiceNow to monitor agent performance. Furthermore, the support team serves as the primary point of contact for major incidents and collaborates with other IT departments as necessary.

In my role, I focus on preventing and resolving technical issues within our branch, which encompasses the maintenance of all computers across the facility. I am responsible for implementing daily updates for servers, POS systems, bank terminals, data collectors, price verifiers, and other critical equipment. Additionally, I support my colleagues by addressing their technical needs and requests to facilitate their daily tasks.

I provide technical support, guidance, and assistance to consumers facing issues with hardware and software systems. My responsibilities include answering inquiries, addressing complaints, facilitating order placements, making account changes, and performing related service duties. I engage directly with end users, ensuring that my communication is clear and understandable.

Working student crew