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

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.
• 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 TO.