Anything and everything publishing related for Star Citizen: Designed and managing volunteer test program, building and operating our Player Experience Live Quality Assurance testing organization, our Player Support organization comprised of Game Support, Ecommerce Support, and Community Support teams, establishing our publish process for builds, administering our store and account platform, and developing our system to gather qualitative and quantitative feedback to give to production and development teams to best survey, assess, and contribute to building the optimal user experience for our backers.

In 2014, oversaw various components of NCSOFT's online business, ultimately focusing on business development and platform integrations with internal studios with multiple games while also serving as a liaison with current and prospective external partners. Assisted with business and operational aspects of switching payment processors, as well as researching and implementing risk management changes that resulted in significant revenue generators while keeping fraud within manageable limits.In 2012 and early 2013, responsible for almost 300 customer support and community staff providing 24/7 support in four languages for Guild Wars 2 in Austin, Texas; Bellevue, Washington; Guatemala City, Guatemala; New Delhi, India; and Buenos Aires, Argentina. Serviced over 250,000 contacts in month of launch of Guild Wars 2. Regularly interface with stakeholders in Seoul, Seattle/Bellevue, and San Jose. Successfully transitioned L2 products and support models from previous standard MMO setup to F2P businesses, and structuring similar setup for GW2. Reorganized current staff on existing games to expand core service hours and offerings in January 2012, as well as overhauled operations to increase efficiency and customer satisfaction while collaborating more closely with studios to create engaging customer experience and improved games and services.

Responsible for overseeing 30 member team providing administrative support duties of NCsoft product line: City of Heroes: Freedom, Lineage II, AION, and Guild Wars. Duties included managing Fraud Management, Account Administration (example: handling banned players appeals), and Game Surveillance Unit, an investigative body fighting RMT and fraudsters. Reduced risk levels of fraud and performed non-technical analysis to provide data to other stakeholders to increase revenue by $300,000 while further making recommendations to fraud risk systems in order to mitigate risk associated with the Lineage II F2P microtransaction business. Drove initiative to end phones and move to live chat support across all teams and managed the launch of Lineage II from MMO to F2P, collaborating with Korean stakeholders to identify trends and business opportunities.

Completed an intense 12 week program at MakerSquare, who provides web development bootcamps for learning both front end and back end technologies, all right here in Austin, Texas. During the course, we learned Ruby/Ruby on Rails for backend infrastructure, as well as mastering CSS, HTML, Javascript, and jQuery for front end website design and construction.

Responsible for budgeting and building staff from 12 full-time employees with no structure or processes to 70 team members in three locations and five languages while servicing 70,000 emails per month for League of Legends in North America and Europe. Instituted SLAs, organization, and documentation across the board, and provided leadership, guidance, and training to achieve results to match company goals. Placed key members in positions of success across the company and coached them to leaders within the department that drove home results; initial selections of leads now provide backbone of department. Forecasted and budgeted for 20-man outsource partnership with IE Texas in Austin, Texas to assist in the resolution of work backlog and to meet company SLAs. Direct reports include leads for Game Support, Tech Support, Billing Support and Account Support. Oversaw development of primary support tool which was used in all territories to replace five antiquated tools.

January 2009 ­ August 2010Responsible for creation and development of the 24/7/365 multinational Realtime Worlds customer support organization for All Points Bulletin in six languages using 55 staff members four locations; Designed administrative toolset, selected the CRM, and selected outsource teams. Frequently traveled to and collaborated with the home studio to create infrastructure for the team, and regularly interfaced with all departments of the company daily to improve our line of service offerings to increase revenue and retention and keep high customer satisfaction. Direct reports include leads for Game Support, Tech Support, and Account Support, and manage Community Relations and Quality Assurance resources and procedures.

Responsible for overseeing and managing the 24/7/365 team that provided in-game petition and email support for the entire line of NCsoft products, including Lineage, Lineage 2, City of Heroes, City of Villains, Guild Wars, Auto Assault, Tabula Rasa, and AION, coordinating almost 150 staff members across all NCsoft offices: Austin, Texas; Brighton, England; New Delhi, India; Dusseldorf, Germany; and Seoul, South Korea. Reorganized NCsoft’s multinational customer support operations, and also led team through unprecedented restructuring in 2006. Regularly managed trouble scenarios for a dynamic range of MMOs on both customer support and game administration level, including but not limited to: customer problems; in-game conflict, harassment and “politics” of MMO players; coordinated fraud; account theft; public relations issues; server performance, database integrity collapse, and/or data loss; dealing with systemic issues in game design; man management of the team. Annually met recruiting, hiring and budgeting objectives.

Responsible for helping individual players in-game as well as working as a operator and administrator over the general function of the online environment. Created ancillary services for Ultima Online which evolved into UO Powerup Services: Character Name Change, Advanced Character Creation, Additional Accounts, and Character Gender Change. Assisted in writing the original twenty Rules of Conduct which is a template for several MMOs today. Managed the UO volunteer program which consisted of the counselors who assisted players by answering basic gameplay questions and the seers who ran in-game events. Drove initiative to bridge gap between studio and support teams and helped institute "Emergency Response Team" which provided service-wide attention to critical situations. Created Account Administration department to oversee rules violations and strategic service decisions for Ultima Online, Earth and Beyond, Majestic, Motor City Online, Sims Online and EA.com/Pogo games.

Resided in the game world to to answer incoming tickets generated by players. Help triage bugs with QA, managed volunteer staff, and run events within the game world.

Responsible for helping individual players in-game as well as working as a operator and administrator over the general function of the online environment. Created first ancillary services for Ultima Online which evolved into UO Powerup Services: Character Name Change, Advanced Character Creation, Additional Accounts, and Character Gender Change which generated $1.5m in revenue.

Responsible for helping individual players in-game as well as working as a operator and administrator over the general function of the online environment. Created first ancillary services for Ultima Online which evolved into UO Powerup Services: Character Name Change, Advanced Character Creation, Additional Accounts, and Character Gender Change which generated $1.5m in revenue. Assisted in writing the original twenty Rules of Conduct which is a template for several MMOs today. Managed the UO volunteer program which consisted of the counselors who assisted players by answering basic gameplay questions and the seers who ran in-game events. Drove initiative to bridge gap between studio and support teams and helped institute "Emergency Response Team" which provided service-wide attention to critical situations. Created Account Administration department to oversee rules violations and strategic service decisions for Ultima Online, Earth and Beyond, Majestic, Motor City Online, Sims Online and EA.com/Pogo games.