Maximilian Lorenz

- Building the TSE department from the ground up as the first TSE at charles - Creating a Ticket System and Escalation Standards for teams to effectively communicate support and bug tickets - Building and developing the Support Knowledge Base - Taking ownership of client-reported issues and seeing problems through to resolution - Hiring a 2nd TSE and onboarding them to be fully operational in 3 weeks

- Building the TSE department from the ground up as the first TSE at charles - Creating a Ticket System and Escalation Standards for teams to effectively communicate support and bug tickets - Building and developing the Support Knowledge Base - Taking ownership of client-reported issues and seeing problems through to resolution - Building and following standard procedures for proper dispatch of unresolved issues to the appropriate internal teams in the Engineering department

- Performing detailed analysis and investigation into incidents for devices, debugging the code base, and proposing a code fix to resolve the incident. - Selects methods and determines criteria for applying the solution, requiring an in-depth evaluation of factors. - Liaison directly with the R&D and other teams to drive issues to resolution when there is an identified core product issue. - Diagnose, troubleshoot, and repair handheld devices, tablets, eSense devices used by the ERT product suite.

- Executing tasks related to Operational Readiness for new products and services in the Customer Care department globally - Conducting Helpdesk agent related Quality Control Assessments on request including shadowing/call-monitoring and ticket reviews, gap analyses, defining of additional training, and the reporting of the most common issues back to the responsible direct manager of the agent - Overseeing Metrics and Trends related to Performance KPIs or Devices and Services

- Responding professionally to customer service requests in an accurate and timely manner by fax, email, or phone. - Managing queue work and mentoring new co-workers and guiding them in their initial steps. - Presenting and in-depth explaining the monthly performance metrics in the Friday Team Meeting.

- Assisting the client with any problems with equipment, hook-up, or transmission. Escalate unachievable issues to the Supervisor/Manager/Project Manager. - Receiving phone calls, faxes, emails or other communications from clients requesting assistance. Evaluating the situation and provide rapid resolution to the issue. - Providing recommendations for service set-up, usage, and troubleshooting.

- Direct engagement with the English speaking community of Guild Wars 2 (ArenaNET / NC Soft), reducing player toxicity by moderating the "Professions"- and "World vs World"- Section. - Daily reports to the Guild Wars 2 CM and Dev Team about issues and shifts arising in the community. - Forum moderation for "Pandaemonic - Lords of Legion" (Deutsche Telekom / SlipShift). - Customer and Ticket Support for "Gamechannel" (RTL interactive). - Implementation of a strategic community growth plan for "PointMMO".

14. August 2012 - 19. August 2012 Supervision and support of visitors at the BioWare / “Star Wars: The Old Republic” booth at Gamescom 2012. Ensuring game flow stability for newcomers and veterans.

Game-Development