Stephen Ferrara Email & Phone Number

Florida, United States

Remote

Volunteer with Nepris, an organization connecting educators with networks of industry professionals who bring career awareness to students via virtual events and a skills-based volunteering platform.» Speak at events reaching 30+ junior high and high-school students at a time, using remote communication technologies to visit classrooms across the United States and discuss post-secondary career paths. » Introduce and model paper prototyping, guiding students through game design exercises.

Tampa, Florida, United States

Pensacola, Florida, United States

Coordinate activities, resources, and communications that support accounts and internal projects for major pharmaceutical clients, including Bayer, Pfizer, GSK, Actellion, and other global leaders. Select Responsibilities & Accomplishments: » Work on Support team of 6, supporting both industry clients (600+ clinical trials and pharmaceutical studies) and academic clients (thousands of researchers located at 100+ universities nationwide). » Lead Support team's presentations to clients and organization leadership, representing team and providing client relationship management when answering questions on key information or deliverables.» Serve as clients' main point of contact for all support communications. Monitor phones and email, use SalesForce to document issues and requirements, and communicate timelines for solutions delivery.» Work directly with ActiGraph senior leadership on business development activities, including with VP of Sales to report metrics on Support team performance and complaint tracking rates for quality assurance (QA). » Present demos to prospective clients at industry events, tradeshows, and web conferencing on a weekly basis. Manage all product demos for educational research and pharmaceutical deals. » Provide product training for new clients on 3 major ActiGraph offerings (medical-grade wearables, data analysis software, and cloud-based clinical trials platform) via Zoom or Google Meetings. Also create corresponding training documents then provided to client's internal support teams. » Collaborate with Quality & Compliance unit on quality improvement (QI) and process improvement (PI) initiatives, developing improved workflows for responding to tickets, inquiries, and similar communications. » Develop and lead internal trainings for all support and sales staff across ActiGraph. Assisted with building training matrix and documentation that, moving forward, will support all new hires during first 6 months.

Managed incoming communications and technical troubleshooting activities in fast-paced call center environment, focusing on clients in major law firms and across entertainment industry (J.J. Abrams, Bad Robot, Chris Rock). Select Responsibilities & Accomplishments: » Managed 50+ incoming communications (phone calls, emails, chat) per day. » Provided technical troubleshooting for both proprietary email filter and all Office 365 products.

Framingham, Ma

Provided customer relationship management and internal support for digital products from two major IP franchises (Star Trek Timelines, The Walking Dead [TWD]) with expansive user bases and thousands of players. Select Responsibilities & Accomplishments: » Developed new protocol and support processes for TWD, improving speed and accuracy of issue tracking.» Collaborated with cross-functional team, from senior engineers to support staff, to prepare and launch TWD; documented technical issues including bugs, purchase errors, and more. » Participated in TWD launch, writing 36+ customer-facing guides and all gameplay documentation. » Helped implement "Day in Player Support" initiative, increasing awareness of business unit's role. Introduced CEO and leadership from marketing, engineering, and product units to unique customer-centric approach.

Greater Boston Area

Provided customer-facing technical support for 5 major mobile releases with tens of thousands of end users each.Select Responsibilities & Accomplishments: » Provided account, gameplay, and live phone support for 5 new releases and 2 existing games.» Received 50-100 tickets and inquiries daily, leveraging time management, prioritization, and communication skills to respond to customer inquiries on wide range of technical and access issues.

North Attleboro, Ma

DiGi Game Studios is a small Independent Stuido with one current project, Marble Crazed in beta.https://play.google.com/store/apps/details?id=com.DiGiGameStudio.MarbleCrazed&hl=en 3D Modeled game board and game obstacles using 3dsmax. Conceptual work for all 50 levels. Game obstacle placement for all 50 levels. Created and applied textures for all 3D models. Created all UI buttons and panels using NGUI for Unity 3D. Created and implemented the Pause Menu prefab in all 50 levels. Created the scrolling level select screen for mobile devices. Created and implemented the Tutorial screen textures, UI, and writing. General troubleshooting compiler errors and all around support for scripting.

Norwood, Ma

Managing the customer experience of an ongoing managed VoIP solution, ensuring quality and performance of customer relations from the installation process through the entirety of their time with the Votacall platform.Remote support for the installation of VoIP/networking hardware including Edgemarc routers, Netgear, HP, Cisco and Adtran switches. Troubleshooting complex problems dealing with customer internal networks ranging from finding and correcting loop backs, SIP registrations, and assisting in communication with ISP issues (bandwidth, packet rate, routing issues, ect.)Since employment at Votacall I have obtained Networking 4 Voice and Video over IP - SSVVP certification and the Adtran ATSA Internetworking Certification.

Full Sail University

Rewriting Perception was a team put together for Final Project at Full Sail University, completed project was titled Zoo Escape.  Conceptual level design using Inkspace for visual representation. Used Kismet in UDK to create infantry enemy and turret enemy behaviors. Painted all outdoor levels using the landscaping tool kit. Created custom trees for outdoor levels using UDKs tree builder. Created urban area levels using build tools in UDK. Created and managed the teams asset list in Microsoft Excel. Created outdoor levels using the Unreal Development Kits landscaping tool kit.

Bachelor Of Science (Bs), Game Design

Education record