Mar 2025 – Present · 1 yr 3 mos · Remote

Jun 2023 – Mar 2025 · 1 yr 9 mos · Remote

• Provide support to production with planning the work of the development team, including prioritizing tasks and identifying risks and dependencies to keep the project on schedule.
• Collaborate with Production and Departmental Leads to build and coordinate tasks based on project milestones and deliverables.
• Own and maintain the Jira project management tool and educate the team on standard methodology and processes.
• Provide continuous support to all departments with evolving Jira needs and ensuring tasks are created and maintained.
• Coordinate Sprint planning and loading meetings to assign work across multiple development teams.
• Conduct daily stand-ups and retrospective and review meetings to communicate and address blockers and progress made.
• Manage and communicate risks, dependencies, and change requests that could potentially impact project planning.
• Identify issues with well-considered solutions to facilitate process improvements.

Apr 2022 – Jun 2023 · 1 yr 2 mos · Montreal, Quebec, Canada

• Achieved project goals, stages and sprints as defined by the Lead
• Followed up on the stages and due date in order to ensure the delivery of various items, iterations, concept work, and versions
• Managed and maintained task creation in the relevant tools in order to properly supervise team members' work (Jira, Confluence, Trello etc)
• Evaluated, analyzed, and resolved issues related to project management
• Scheduled and lead kick-off meetings
• Contributed to the development and improvement of working methods and procedures
• Facilitated communication between the Creative Agency team and other departments

Dec 2021 – Apr 2022 · 4 mos

• Set up and ensured the quality of events and promotional offers in a test environment to ensure they went live without issue
• Followed an established Live Ops Calendar
• Participated in the Live Ops Calendar preparation and documentation
• Ensured games met the highest quality standards on all mobile platforms
• Participated in the design of tools to facilitate the implementation of Live Ops
• Participated in improving methodologies and procedures to optimize day-to-day work
• Tested and followed-up on the deployment of live updates

Aug 2018 – Jan 2022 · 3 yrs 5 mos

• Assisted & managed tier 1 support agent queries, including any escalated issues
• Created, maintained and managed internal customer support documentation, published FAQs & issue tracking on all assigned projects
• Communicated customer feedback with production
• Worked closely with internal dev teams, producers, community managers, QA and liveops
• Headed weekly liveops & CS meetings to relay player feedback, bugs and gathered info on upcoming features and game updates
• Maintained an extensive, up-to-date game information document for agent use
• Created weekly round-up and monthly blog reports
• Maintained GDPR and COPPA procedures

May 2016 – Feb 2018 · 1 yr 9 mos · Montreal, Canada Area

Aug 2012 – Apr 2015 · 2 yrs 8 mos · Oakville, Ontario

Oct 2011 – Feb 2012 · 4 mos · Mississauga, Ontario

Nov 2008 – Oct 2011 · 2 yrs 11 mos · Montreal, Quebec, Canada

Jan 2008 – Oct 2008 · 9 mos · Montreal, Quebec, Canada

Jun 2007 – Dec 2007 · 6 mos · Montreal, Quebec, Canada