Kevin D. Email & Phone Number

Las Vegas, Nevada, United States

•Providing player support KPI's and metrics for development teams to drive data-driven decisions to improve the player experience in-game content and features • Collecting feedback and suggestions from Players through tickets, social channels, and forums to share with game teams to improve or create new features• Handling technical issues escalated by agents to troubleshoot and provide solutions or workarounds for players• Managing all bug reported by player support agents and following up with developers to ensure issues are being addressed and fixed

San Francisco, California

As a Player Experience Specialist, I provide customer support to players by fixing issues and answering general gameplay questions while acting as the voice of the players for the game development team.•Responding to player support tickets on Helpshift to solve issues and answer general gameplay questions•Providing weekly reports of bugs and feedback reported by players to the product and QA team•Creating bug reports on JIRA to assist QA teams in finding and fixing issues•Providing Live Support during new content releases weekly•Publishing FAQs to educate or inform players of new content information or issues•Supporting 1st-tier agents by providing information on how to fix and answer issues•Handling and solving escalated player issues reported by agents•Analyzing players’ game saves and code to identify root causes of issues•Editing players’ game save by modifying codes or scripts to find possible fixes•Communicate with online community managers to inform players of new content, issues, or fixesAccomplishments-Raised average monthly CSAT of Futurama: The World of Tomorrow from 1 Star to 4.5 Star Rating-Raised average monthly CSAT Family Guy: The Quest for Stuff from 2 Stars to 4.3 Star Rating-Raised average monthly CSAT of Another Freakin' Mobile Game from 2 Stars to 4 Star Rating-Maintained average CSAT for three games above 4.0 Rating

San Francisco Bay Area

•Responded to tech issues through email, instant message, or in-person on a daily basis•Analyzed and documented student performance and behaviors to the Academic team weekly•Maintained and updated assignments and content in our learning management software•Interacted with various departments to improve the learning experience for our students

San Francisco Bay Area

•Oversaw a class of 24 students in Project Management and Intro to Business classes daily 5 times a week.•Analyzed over 75 assignments weekly to ensure high quality work based on rubrics•Maintained and updated grades on a weekly basis using Schoology, a learning management system •Created excel assignments weekly for students focusing on using pivot tables, charts, and data clean ups•Monitored and tracked student behaviors daily to provide feedback on professional skills•Fixed 2-3 laptops weekly to provide equipment for students and staff to use for work

San Francisco Bay Area

Learned the basic uses of Unity Game Engine in preparation to assist my team in creating games for our product PlayTable, the world's first board game console.Topics Include:•Unity Scripting in C#, Graphics, and Sound•Game Design Documentation•Photoshop•Illustrator

San Francisco Bay Area

Worked on a temporary assignment under Premier Staffing; A talent identification and acquisition expert for growing companies in San Francisco Bay Area. Premier’s placement expertise lies in the areas of Administration, HR, Operations and Sales from Entry to VP Levels.Receptionist, Leland Saylor AssociatesJune 20th, 2016 - July 5th, 2016•Answered and directed incoming phone calls to appropriate point of contacts•Supported cost-estimators by formatting financial quotes and documents in Microsoft Word•Entered data and created files on FileMaker Pro to keep track on client and project information•Processed and delivered mail, and distribute or ship packages

San Francisco Bay Area

•Monitored the data usage of over 10,000+ Telecom accounts monthly to identify monthly trends and metrics•Created KPI Dashboard using Excel to monitor the cost of phone lines and the data usage of employees•Reviewed telecom invoices and spend details monthly to prevent inaccurate bills or payments•Used KPI’s to terminated 30,000 Telecom Lines with Zero Usage, saving my team $135,000 dollars•Collaborated with Telecom carriers & vendors to obtain and maintain invoices and data for data analysis

Menlo Park, Ca

•Retrieved financial data from service providers and data analysts to create monthly reports for the Telecom Expense Management Team •Analyzed over 10,000 telecom record monthly to find trends to minimize expenses and maximize efficiency using MS Excel •Presented reports to team every month and collaboratively strategize solutions and processes to streamline usage•Provided assistance to all employees using an internal ticketing help system to solve user telecom device or service issues

Information Technology

Activities and Societies: LAMP Elective, Project Management Track•Courses covered: IT Help Desk, Troubleshooting, HTML/CSS, Wireless.

Education record

Partnered with Year Up Bay Area F001A PUBLIC SPEAKING F088. INTRO COMPUTER OPERATING SYSTM F089. INTRO MS WINDOWS SERVERSFH F011. INTRO.