• Head of the Customer Support department utilizing Zendesk and former Manager of QA utilizing JIRA• Integral in most processes for the successful launch and continued evolution of HD Poker as the Product Manager• Involved in pre and post iOS/Android/Steam launch of HD Poker including ASO writing for Mobile and Store description for Steam• Interact favorably with the player base, increasing retention and monetization based on positive, nurturing player interactions• Manage/edit copy for Email/Facebook/Twitter/Steam CRM/Player Engagement and run HD Poker’s 2,000+ member Discord• Point person for UA, working with Google/Facebook Ads/Apple Search Ads and others• Involved in revenue/dau/arppu analysis• Help manage content creation/in-game store packs• Integral in design discussions for User Experience• Integral in planning out stake changes and overall poker game functionality• Utilize and manage JIRA to assign, write, and implement bug fixes for the dev team• Deeply involved in interactions with all team members, including server, client, web, art, marketing, and devops• Facilitator for team members to communicate their needs to management• Report directly to Owner/CTO and integrate many of the owner’s desires into team tasks on a daily basis• Involved in all high level planning/strategy discussions• Involved in bringing on employees to fill specific desired roles• Involved in finding companies to partner with Z4 in many areas, including in-app engagement, advertising, analytics, and the like• Strong contributor to daily morning Scrum• Point person in daily interactions with outside consulting companies, including finding the right ones to work with• Overall team morale booster with an awesome personality and a very high EQ• I provide very effective results when expediting asks• Very good at multi-roles/tasking with a dynamic start-up operation• Creative writing - wrote 200 avatar stories that contribute to the mythos of HD Poker

• One of the highest volume agents in the department• One of the highest CSAT (customer satisfaction scores) in the department• Zendesk expertise• Escalated in game issues for immediate attention• Outstanding performance review• Gave empathy presentations to training classes with a consistent boost in CSAT scores post presentation• Only coach on staff, having improved many careers and individually coached on a one on one basis (usually covering an entire 8 hour shift) over 40 coworkers with tremendously awesome feedback• Boosted morale and improved processes and approach to work perspectives• Winner of company wide Shark Tank competition

• Headed Quality Assurance Department• Proofread entire company website and outgoing mass client emails for accuracy and grammatical consistency. Provided profitable content additions.• Extensively tested software including overnight smoke testing - worked directly with the Server Architect and the Client Developer to continually improve the product• Utilized Seapine software to document/track bugs and issues, successfully and consistently preventing financial losses• Additional duties included customer relations and publicity related to emails for the President of the company and working with several high profile industry celebrities

• Tested titles for Xbox and PS2 including Soldier of Fortune II - Double Helix and True Crime – Streets of LA• Participated in production of and proofread manual/documentation for mass market release • Utilized PVCS Tracker to document and track bugs and issues• Discovered a large volume of out of the box, show stopping bugs

• Programmed with C in a UNIX Environment to automate production reports for Bell Atlantic (Verizon)• Developed/tested Commissioning Reports for Iridium using IQ/Objects application, SQL, and UNIX• Deployment and help desk support – met weekly with upper level management to improve product reception