Caitlyn

• Run regression, exploratory, and smoke tests on Windows, macOS, and Linux.
• Write and run test cases in Testiny, building out the Quality Assurance infrastructure with the team.
• Set up automated and semi-automated tests so coverage grows without piling more onto the manual queue.
• Triage incoming bug reports and player feedback through internal tooling.

• Returned to rebuild the team's Zendesk setup from scratch, shipped in six weeks between two collaborators.
• Split one intake form into several query-specific forms, routing tickets cleanly through the team's workspace.
• Rebuilt help center articles, agent groups, custom fields, and views around the new workflow.
• Reworked triggers and added automations so tickets routed themselves without manual handling.
• Proposed new Zendesk Apps to streamline agent workflows.

• Handled 8,200 Zendesk tickets in less than 3 months around launch, covering billing, account, and technical issues.
• Worked escalations across engineering and legal to close out complex cases.
• Wrote macros, troubleshooting guides, and FAQs to cut down on duplicate tickets.
• Flagged recurring ticket patterns to drive root-cause fixes upstream.
• Took on compromised account recovery and legal reports alongside the standard ticket queue.

• Test upcoming content updates and hotfixes to catch bugs, regressions, and exploits before they ship.
• Pick up developer testing requests through Notion, prioritising by release impact.
• Sit in weekly syncs with developers and designers to plan upcoming testing priorities.
• Catch spec drift early by working with design and engineering through feature builds.
• Influence design and balance decisions during pre-release, often around how features will land for the community.
• Log community-reported bugs in JetBrains YouTrack with full context so engineers can act quickly.

• Handled player reports, appeals, account issues, and general support tickets through Hypixel's Zendesk.

volunteer: Apr 2018 — May 2021

• Actioned over 100,000 player reports in a community with 40M+ lifetime players.
• Resolved over 6,500 forum tickets and thousands more across in-game chat and Discord, one-on-one with players.
• Part of a 100+ volunteer team covering in-game chat, forums, and Discord.
• Onboarded waves of up to 20 new volunteers over six-week cycles, running weekly one-on-ones and reporting outcomes to management.
• Monitored Hypixel SkyBlock's economy for real-world trading and scams, removing trillions of coins' worth of illegal items.
• Banned reported cheaters within 5 minutes on average, and resolved chat offences within 8 hours.