Support
Support
Technical and community support: bug diagnosis, API troubleshooting, and appeals systems.
Served as the primary liaison between Support and Engineering — reproducing bugs, diagnosing API and system-logic issues, and converting reports into structured tickets — while building the appeals case management system and support infrastructure behind it.
View Technical Support Resume →Projects
Help Articles
A sample of help center documentation written and published for players.
Relevant experience
Game Designer · Pixels / Banger Inc.
Aug 2025 – Jun 2026- Translated live player issues and behavioral data into structured bug reports, design tasks, and product improvements for Engineering and Game Design teams.
- Led UAT cycles for new features, ensuring system behavior matched design intent and edge cases were documented before go-live.
- Built internal tracking tooling and dashboards to monitor system performance and surface anomalies to cross-functional stakeholders.
Head of Support & Community Operations · Pixels / Banger Inc.
Nov 2023 – Jun 2026- Held two concurrent full-time roles at Pixels / Banger Inc. (Nov 2023 – Jun 2026): Head of Support & Community Operations and Game Designer. Employment ended company-wide due to funding/company restructuring.
- Served as primary liaison between Support and Engineering — reproducing bugs, diagnosing API and system-logic issues, and converting customer reports into structured development tickets.
- Diagnosed integration failures, clarified expected vs. actual system behavior with customers, and escalated reproducible issues with full documentation to engineering.
- Implemented Intercom automation workflows reducing manual ticket handling; built Retool dashboards for real-time support queue monitoring.
- Designed and launched a full appeals case management system with structured case history, bot-detection improvements, and resolution pathway tracking.
- Delivered structured weekly reporting on bug frequency, customer trends, and system performance to product and leadership teams.
Financial Controller & IT Manager · Belize Sustainable Agriculture Ltd.
Nov 2014 – Jun 2023- Provided full IT support across hardware, networking, and system-level issues; diagnosed and resolved platform inconsistencies across financial and operational tools.
- Led ERP migration from QuickBooks to Microsoft Dynamics 365 — managed requirements, coordinated vendors, and validated system behavior post-migration.
- Built custom internal databases and tracking systems, improving data visibility and process consistency across departments.