Jihee Chu

Service Support Specialist Sep 2023 - May 2024

• Escalating all incidents that cannot be resolved at 1st line to the appropriate 2nd line(Tier 2), or 3rd line support(Tier 3) function via Jira or SST as required.
• Handling major incident management for all events that affect the availability of the Live Casino Service including but not limited to:
  ○ 1st line diagnosis of all Major Incidents
  ○ Escalation of Major Incidents to the appropriate 2nd line support group
  ○ Coordination of all support activity throughout the duration of Major Incidents
  ○ Providing update to all concerned parties throughout the duration of Major Incidents in line with timeframes defined by our Service Level Agreements.
  ○ Recording all events related to Major Incidents in SST
• Perform 1st line fix duties for technical failures that occur on the Live tables.
• Dealing with the possible game outcome corrections.
• Refund payment to multiple clients when outcome correction occurs
• Implemented proactive support strategies to minimize customer downtime due to technical issues.
• Reduced backlog of support tickets through diligent follow-up and effective issue resolution.
• Served as a key liaison between customers and internal teams, facilitating clear communication for successful problemsolving.
• Delivered remote technical support to clients, addressing hardware and software concerns, and facilitating refund processes when necessary.

Game presenter Aug 2018 - Feb 2022

• Providing exemplary customer service to end users on the online live casino platform, ensuring a friendly and efficient experience by following established service protocols.
• Participating in continuous improvement by generating suggestions and engaging in problem-solving activities to support teamwork
• Live Streaming: Perform live broadcasts of gameplay, entertaining viewers and engaging with the audience in real-time.
• Game Commentary: Provide insightful and engaging commentary during gameplay, offering tips, strategies, and analysis to enhance the viewer's understanding and enjoyment.

• Writing and executing effective functional tests and carried out exploratory testing to assess product performance.
• Reading, interpreting and following written test instructions and procedures to accurately test products.
• Planning and estimating test activities to determine effort needed to validate quality of product under test.
• Collaborating with business-unit leaders to identify and prioritize problems.
• Participating in requirements meetings to understand business needs.
• Developing required policies and procedures that reflected actual goals, tasks and workflows, while meeting all regulatory compliance requirements.

• Experienced in designing and implementing complex soundscapes, Foley effects, and ambient audio using a variety of software and hardware tools.
• Adept at recording and editing voiceovers, dialogue, and ADR sessions, ensuring high-quality audio production for film, television, and multimedia projects.
• Proficient in using industry-standard digital audio workstations (DAWs) such as Pro Tools, Ableton Live, and Logic Pro for sound editing, mixing, and post-production.
• Skilled in sound synthesis and manipulation, utilizing synthesizers, virtual instruments, and sample libraries to create unique and immersive audio experiences.
• Familiar with audio processing plugins and effects, including equalization, compression, reverb, and spatial audio techniques, to enhance the overall sonic quality of productions.
• Knowledgeable in field recording techniques, utilizing specialized microphones and equipment to capture authentic and high-fidelity sound elements for use in projects.
• Proficiency in implementing and troubleshooting audio hardware, including studio equipment, microphones, amplifiers, and audio interfaces.
• Skilled in creating and integrating sound effects for interactive media, such as video games, VR experiences, and simulations, using middleware and game engines.
• In-depth understanding of audio formats and codecs, ensuring compatibility and optimal quality across various platforms and delivery channels.
• Strong scripting and programming skills for automation and customization of audio workflows, enhancing efficiency in the production process.

• Proficient in using game testing and QA tools, such as JIRA and TestRail, to conduct thorough testing procedures, identify bugs, and contribute to the overall quality assurance of FIFA game releases.
• Identified and documented gameplay bugs across diverse platforms, including PS4, PS5, Xbox, and Stadia, utilizing OBS for comprehensive capture and analysis.
• Collaborated with QA analysts to establish, meet and maintain quality assurance thresholds based on best-practice tools
• Experienced in optimizing game performance through the use of profiling tools like Intel VTune and Unity Profiler, ensuring FIFA games run efficiently across various platforms.
• Stayed current with industry trends and advancements, continuously updating technical skills to align with the latest FIFA development tools and technologies.

● Provided support in managing group of 6 participants in ensuring compliance to tech, professional and personal deliverables, facilitated cohesion within the work groups

● Assisted instructors in the smooth operation of sessions

● Followed and implemented Agile/Scrum methodology framework to organize tasks

● Emulated and observed Canadian professional work environment practices while managing the group

● Utilized Excel spreadsheets to perform data wrangling and data mining

● Developed working knowledge of Python for data analysis using Pandas and Numpy

● Effectively completed a capstone project by collecting data from multiple sources, performing exploratory data analysis, data wrangling, statistical analysis and data mining using Python libraries

● Worked extensively on creating charts and plots to visualize data, and building interactive dashboards using IBM Cognos Analytics, and Excel charts and graphs

● Visualized data using Python libraries including Matplotlib, Seaborn, Plotly and Dash

● Composed queries to access data in cloud databases using SQL and Python using Jupyter Notebook

● Explained cloud concepts, benefits of cloud computing and core Azure architecture components

● Used core Azure services, and choose the Azure AI services that best address a company’s challenges

● Controled Azure spending and managing bills by applying recommended practices to minimize cost

● Demonstrated a high level of understanding of Agile Project Management Lifecycle and key techniques, and successfully complete Agile projects using tools such as Scrum, Kanban and Gantt Charts