I’m a Tier 3 Player Support Specialist being honed into a Knowledge Engineer, with a proven track record of elevating both player experience and client outcomes across AAA, MMO, and live-service titles. My expertise lies in advanced technical escalations, bug replication, and cross-team coordination, combined with building scalable knowledge bases in Helpshift and Confluence that empower agents and players alike.
Over the years, I’ve supported high-profile projects by handling complex cases with CSAT consistently above 90%, designing self-service content that reduces ticket volume, and creating internal documentation that boosts agent efficiency. I work closely with QA and development teams via Jira to deliver clear, actionable bug reports, while leveraging Zendesk and Helpshift as CRM systems to streamline workflows and extract insights for clients.
What drives me is building support infrastructure that doesn’t just solve problems, it scales solutions. From revamping legacy knowledge bases to launching new client projects, I’ve helped optimize support ecosystems so clients see stronger KPIs, faster resolutions, and more satisfied players.
I’m now focused on continuing my growth toward Knowledge Engineering and Support Solutions Architecture, where I can combine my Tier 3 expertise with knowledge system design to create high-impact, scalable support for the games and communities I serve.
