Manager of Game Support at Trion World Network
Austin, Texas Area
- Current
-
- Manager of Game Support at Trion World Network
- Past
-
- Project Manager - Customer Service at Ping0/Flagship Studios
- Co-Founder at Project readOn/Rhino Moon
- Team Lead Customer Service/QA at NCSoft Austin
- Manager Player Relations at Origin Systems/Electronic Arts
- Education
-
- Texas Tech University
- Austin High
- Recommended
-
8 people have recommended Jack - Connections
-
207
connections
- Industry
- Entertainment
- Websites
Jack Wood’s Summary
- Experienced Support Manager and Project Manager specializing in customer service for online game environments.
- Successfully launched multiple MMO titles while overseeing CS and QA functions.
- Familiar with Agile/Scrum
- Experienced in establishing and managing outsource locations
- 10+ years experience with online subscription based products
- Managed CS operations for Ultima Online and City of Heroes
- Skilled at negotiating 3rd party contracts for offshore support and CRM software
- Excellent at identifying and executing all the necessary steps needed to set up CS in an MMO production environment
- Experienced with CS tools creation, documention
- Highly skilled at working closely with developers and QA to ensure high quality customer experience both within and out of the MMO environment
- Dedicated to creating the best teams and environments possible
Jack Wood’s Specialties:
Highly detailed and experienced with budgets, forecasting, staffing appropriately and maximing ROI through creating new initiatives. Very good at working across multiple departments and problem solving. Have successfully created and ran 3 separate businesses over the past 3 years.
Jack Wood’s Experience
-
Manager of Game Support
Trion World Network
(Entertainment industry)
August 2008 — Present (3 months)
-
Project Manager - Customer Service
Ping0/Flagship Studios
(Computer Games industry)
September 2007 — July 2008 (11 months)
Responsibilities include but are not limited to:
• Interface with a variety of teams including business development, game development, marketing, QA, Community and Operations.
• Act as the key operational contact in the absence of the Director of CS
• Ensure all CS projects are on task and that all key stakeholders are informed via status reports and meetings, including our business partners
• Ensures that CS operations are consistently performing to the project from inception to completion
• Find and execute new best practices for CS
• Oversee the daily operations and quality standards established by the company in support of game titles
• Oversee all product launches and patches for all games published and/or hosted by Ping0
• Keep and own all CS project documentation up to date, including that of our partners
• Liaison for overseas business partners and ensure they are on task with daily operations -
Co-Founder
Project readOn/Rhino Moon
(Entertainment industry)
June 2004 — August 2007 (3 years 3 months)
Responsible for business development and operations as they relate to Project readOn and Rhino Moon.
-
Team Lead Customer Service/QA
NCSoft Austin
(Public Company; 201-500 employees; Computer Games industry)
June 2001 — June 2004 (3 years 1 month)
Responsible for QA and Customer Service teams across multiple online games. This included setting up the teams from the ground up locally and in outsource facilities across the world. Helped successfully launch City of Heroes and Lineage 2 in North America.
-
Manager Player Relations
Origin Systems/Electronic Arts
(Public Company; 5001-10,000 employees; ERTS; Computer Games industry)
August 1998 — June 2001 (2 years 11 months)
Responsible for customer service representatives working on Ultima Online. Daily duties included staffing, mentoring, solving issues with delays in the queue, improving customer service handle times, maintaining high morale in the workplace, reporting budgets and staffing needs to Executive team on a weekly basis. I was heavily involved in setting up offshore support for EA.
