Max Martin
Toronto,Ontario
Summary
- Offering 5 years of experience as a game support and quality assurance tester in a reputable gaming company with an excellent record of success in assisting and resolving tickets with first contact resolution.
- Experienced working in challenging and fast-paced environments while tracking Key Performance Indicators (KPIs) to ensure high quality and efficient customer service.
- Skilled at evaluating programs, identifying causes, and locating root issues. Meet all testing needs with manual and automated solutions. Proficient in ticketing systems such as Zendesk and HelpShift.
- With over 1 year experience as a detail-oriented software developer with experience in developing, testing, fixing software and mobile applications.
- At Gumi Asia Pte Ltd, I spearheaded process improvements, enhancing team efficiency by 95%. My blend of customer service expertise and object-oriented programming drives continuous improvement and client satisfaction.
- Dedicated 5 years international experience and 3 years remarkable Canadian experience.
- Seeking a challenging position that promotes professional progress in a customer-focused organization. Considered hardworking, ethical and detail-oriented.
Overview
12
12
years of professional experience
Work History
Warehouse Operation Associate
Trademark Industries Inc.
04.2023 - 09.2024
- Successfully filled an order worth $20,000 in one day in collaboration with the team, without a single quality or service-related complaint from the client.
- Devised a foolproof method of automatically creating shipment paperwork, by connecting the database to the order-picking system.
- Able to propose and implement a mobile app with bar code scanner that will help to prioritize orders and scan an item in question to avoid potential mistake.
- Reorganized the warehouse inventory system, making the process 50% less cumbersome to handle than before.
- Consistently maintained picking/packing speeds in 95th percentile.
- Participated actively in weekly team meetings, sharing ideas and suggestions for continuous improvement opportunities.
- Trained 10 coop students over a period of 3 months to be well prepared on warehouse duties especially using shipping software.
Software Developer
Decode Technologies
08.2022 - 03.2023
- Saved time and resources by identifying and fixing bugs before product deployment.
- Enhanced user experience through designing and implementing user-friendly interfaces.
- Improved software efficiency by troubleshooting and resolving coding issues.
- Created comprehensive documentation detailing software functionality for future reference or maintenance purposes.
- Developed customized software solutions for diverse clients, resulting in increased satisfaction and repeat business.
- Boosted customer satisfaction rates through timely resolution of reported technical issues during the support phase of projects.
- Contributed to a positive team environment through effective communication, problem-solving, and collaboration skills.
Production Technician
Weedme Inc
05.2022 - 03.2023
- Enhanced production efficiency by streamlining processes and optimizing equipment usage.
- Perform various production sanitation activities in conformance with Standard Operating Procedures (SOPs) and Good Production Practices (GPPs).
- Actively participated in and maintain workflow for each step of the milling, product preparation and product packaging.
- Maintained accurate production records to track progress, identify areas for improvement and meet regulatory requirements.
Quality Assurance Tester
Gumi Asia Pte Ltd
06.2018 - 03.2020
- Streamlined defect tracking procedures for improved communication between QA, game support teams, and development teams.
- Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
- Completed in-depth usability testing on Android and iOS mobile devices.
- Improved software quality by designing and executing comprehensive test plans and test cases.
Assistant Manager, Game Support
Gumi Asia Pte Ltd
03.2016 - 06.2018
- Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
- Managed daily operations to ensure smooth functioning of the game support department.
- Monitored ticket resolution rates closely, taking corrective action when necessary to maintain high-quality service standards.
- Implemented performance metrics, resulting in continuous improvement of the support team''s capabilities.
- Promoted a culture of continuous learning within the team by organizing team huddle and sharing relevant information regularly.
Representative, Game Support
Gumi Asia Pte Ltd
02.2015 - 03.2016
- Met quotas for performance (KPI) and one-contact resolutions for most issues.
- Increased customer satisfaction by addressing and resolving in-game issues in a timely manner.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Spearheaded game support process improvement, leading to significant time savings without compromising quality or accuracy of work completed.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
End User Support, IT
Convergys Philippines
03.2013 - 01.2015
- Assisted end users with software installation, configuration, and troubleshooting.
- Developed a strong rapport with end users through consistent communication and effective problem-solving skills.
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Bridged the gap between end-users and developers by translating technical specifications into easily understood language.
- Established a clear line of communication between IT support staff and non-technical employees for seamless issue resolution.
Education
Post-Degree Certificate - Software Engineering
Centennial College of Applied Arts And Technology
Scarborough, ON06.2022
Bachelor of Science - Information Technology
AMA University
Quezon CIty, Philippines06.2015
Skills
- CRM Software
- Live chat support
- Customer service expertise
- Technical support expertise
- Training and mentoring
- Agile Methodology Understanding
- Mobile Application Testing
- Warehouse Organization
- Receiving and Processing Shipments
- Ticketing system proficiency
- Software Development
- Testing and debugging
- Object-Oriented Programming
Languages
English
Full Professional
Timeline
Warehouse Operation Associate
Trademark Industries Inc.
04.2023 - 09.2024
Software Developer
Decode Technologies
08.2022 - 03.2023
Production Technician
Weedme Inc
05.2022 - 03.2023
Quality Assurance Tester
Gumi Asia Pte Ltd
06.2018 - 03.2020
Assistant Manager, Game Support
Gumi Asia Pte Ltd
03.2016 - 06.2018
Representative, Game Support
Gumi Asia Pte Ltd
02.2015 - 03.2016
End User Support, IT
Convergys Philippines
03.2013 - 01.2015
Post-Degree Certificate - Software Engineering
Centennial College of Applied Arts And Technology
Bachelor of Science - Information Technology
AMA University
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