● Responsible for researching, replicating, performing root cause analysis and providing feedback for product issues reported by the field professionals and customers within SLA time frame. ● Managed the technical support page by creating FAQ and KB articles. Uploaded links for documentation and software downloads of new versions of client's product. ● Managed both Zendesk and Jira ticketing system support queue. Programmed attributes to meet our support process improvements including automation and macro designs. ● Point person for highly sensitive client issues, and the more complex technical cases.

● Performed software testing process for quality control of video games. ● Liaison between the software developer and marketing team providing input. ● Discovered and documented software defects/ bugs. ● Submitted reports on discrepancies onto a database. ● Maintained ongoing communication with all members of the development team.

● Developed and maintained data pipelines and warehouses using GCP tools. ● Extracted, transformed and analyzed data to generate insights using data visualization tools. ● Collaborated with data scientists and engineers to implement data driven solution.