Developed comprehensive technical documentation for highly trafficked procedures and products ensuring clarity and accuracy for diverse and international audiences.Created and maintained project documentation, user guides, and SOPs with MS Office and Adobe Creative Suite, enhancing accessibility and engagement.Managed and tracked documentation projects using project management softwares, ensuring efficient workflows and timely completion.Collaborated with cross-functional teams to maintain and organize documentation in SharePoint, ensuring easy access and version control.Effectively communicated complex technical concepts to non-technical stakeholders, improving overall understanding and adoption of technical solutions.

- Developed and executed strategic initiatives to drive growth and competitive advantage for one of the largest tier-two esports organizations in North America.- Led the development of strategic partnerships and with sponsors, influencers, game publishers, and key stakeholders across the industry (including professional esports organizations and AAA game developers).- Collaborated closely with our organization's gaming partners to conceptualize and execute activation programs aligned with key gaming titles, events, and local competitions.- Oversaw the day-to-day operations across the entire organization overseeing over 15 active staff members.

- Served as the head of the Competitions Department, overseeing a team of four (4) direct reports and held responsibility for the entire department's earnings, KPIs, and project statuses.- Oversaw the operation of all online leagues (300+ monthly players across 5+ different titles), in-person events (300+ attendees across 15+ different titles), contracted events (Riot Games' Proving grounds and Clol), and all other endeavors. - Wrote, edited, and revised rulebooks in accordance with industry-standard rulings across all offered titles to ensure competitive integrity and clarity for the player.- Managed relationships with all partners, influencers, affiliates and other talent including drafting RFPs, schedules and contract outlines across all offerings. Additionally serving as dedicated point of contact for any issues that arose.- Served as the initial point of contact for all internal and external stakeholders, communicating next steps, timelines, setbacks and reporting feedback and concerns to the rest of the company, prioritizing major issues and offering and implementing solutions.- Created a community engagement program to help connect players with like-minded competitors, organizations, and other industry professionals.- Developed and enforced customer service KPIs, SLAs, macros and other procedures based on client data with the assistance of three (3) direct reports within the support team.

- Created and grew a community for people of marginalized genders in gaming through organizing, promoting and managing biweekly tournaments. a monthly mentorship program and community engagement initiatives.- Secured prizing support through partnerships, donations and sponsorships by reaching out to prominent community members and setting up fundraising initiatives. - Ensured code of conduct was up-kept throughout tournaments and day to day within the community and server. including addressing any accusations of cheating or behavioral issues that arose. - Developed and wrote the rule book used to reduce the possibility of cheating and maximize ease of use for players, spectators and casters.- Marketed, promoted, and made graphics to advertise the community across multiple social media platforms.

- Ensured that all students in the department were prepared academically, emotionally, and physically for graduation and beyond. - Fostered a safe and inclusive environment for players to compete at the highest level.- Developed a brand new esports program from the ground up converting a small student-run club into an institution-supported athletic department.- Oversaw spending of the entire program; delegating to teams, events, and facilities as needed.- Managed multiple (4+) esports teams in active competition with over 30 student-athletes at a given time.

- Collaborated with subject matter experts to create clear, concise, and accurate technical documents, including FAQ pages, user guides, and training materials.- Answered customer tickets and service requests using Zendesk by synthesizing complex internal documents into easy to understand instructions and explanations.- Read, synthesized and edited internal technical documents on new systems and procedures into easily searchable Confluence pages for internal use within the Customer Service department. - Developed, maintained and updated client facing information pages for clarity, consistency, and accuracy.