Manager of Game Support at Trion World Network
Austin, Texas Area
- Current
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- Manager of Game Support at Trion World Network
- Past
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- Project Manager - Customer Service at Ping0/Flagship Studios
- Co-Founder at Rhino Moon/Project readOn
- Team Lead Customer Service/QA at NCSoft Austin
- Manager Player Relations at Origin Systems/Electronic Arts
- Education
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- Texas Tech University
- Austin High
- Recommended
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- Industry
- Entertainment
Jack Wood’s Experience
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Manager of Game Support
Trion World Network
(Privately Held; Entertainment industry)
August 2008 — Present (1 year 4 months)
Responsible for the operational set up of game support for Trion's line up. This includes the design and creation of in game support tools and working closely with game developers and engineers across multiple products and platforms to ensure that the highest level of customer support tools are available to Trion staff. Duties also include assisting in CRM selection and operational set up as well as training and overall management of domestic and international in game support staff.
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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
Rhino Moon/Project readOn
(Entertainment industry)
June 2004 — August 2007 (3 years 3 months)
I co-founded Rhino Moon and Project readOn in an effort to bring captions to online media thereby increasing the reach of online videos to include the deaf and hard of hearing communities. We were chosen to work closely with several organizations, educational institutions and political campaigns including Barack Obama's presidential campaign and inauguration.
Although this venture was a labor of love, I was able to increase my business acumen by running the day to day operations of my own business. This includes, budget preparation, P&L monitoring, tax filings, staff training and management along with many other duties. What I didn't learn in a classroom I learned "on the streets" so to speak, during this period. This education has proved to be invaluable. -
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.
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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.
