Build Engineer for Overwatch

Build Engineer for Overwatch

Create localization and reporting solutions for some of our game teams, while maintaining and improving existing software.

Technical Engineer in Platform Services Engineering; a support tools team.

Responsible for testing and evaluating the functions of customer support tools.Other responsibilities:• Design and build tools and scripts to assist with daily tasks.• Research and evaluate testing automation software.I started in Quality Assurance on a temporary assignment in April 2009. My title officially changed July 2009.

Responsible for assisting online technologies developers and customer support project managers in the production of customer support tools.• Served as the knowledge expert in how the tool should perform and function on many levels.• Connected with support representatives to evaluate current tools, and needed features.• Created and maintained a gap analysis of the features and processes between old tools and new tools.• Worked with international representatives to ensure developed tools would provide global solutions.• Co-hosted executive meetings to discuss feature priorities and tools training.• Helped manage user acceptance testing.• Filtered and cleaned bug reports to be passed to Quality Assurance.Other duties as assigned:• Write scripts to handle reports and daily tasks• Executive reports

Product knowledge expert for the purposes of customer service.Research and test new product features and functionality, and fully document findings on a local Wiki. Wiki articles and local documentation to be released to the department as training modules.Other duties as assigned:• Write and maintain scripts used for daily tasks• Executive reports• Department wide bug filtering• International Liaison

A temporary assignment as a software engineer on one of our game teams.

Manage a team of 10 - 15 Game Masters; a total of 4 teams throughout my time as a Senior. Provide career mentoring and job coaching. Strive to maintain a fun and positive, yet productive work environment for the team. Maintain full knowledge of current policy and procedures. Actively train team members to provide epic customer service. Other duties as assigned:• Product wide, connectivity monitoring• Customer support queue monitoring / floor-wide workforce allocation• Manager On Duty• Executive status reports• International Liaison• Policy/Procedure modification and submission• ASPIRE: Department wide one-on-one shadowing program, developed by myself, to evaluate and help improve a Game Master's level of service and efficiency

In-game customer service for World of Warcraft.A specialist position which involved technical, and often large scale, character and account recovery and restoration.

In-game customer service representative for World of Warcraft.