casey blackwood
@caseyblackwood
Problem Management Specialist focused on RCA, live operations, and player experience improvements.
United StatesWhat I'm looking for
I’m an analytical, collaborative operations professional with over 7 years of experience in gaming support, live operations, and problem management. I lead end-to-end RCA for critical gaming and live service incidents—driving rapid temporary restoration while pushing permanent technical solutions.
I’m especially effective at turning data into action: I analyzed player experience data across 92 reports to identify 11 core incident root causes, contributing to the successful resolution of 82% of recurring service incidents. I also support operational scalability through tools and frameworks, including PowerBI reporting, QA framework deployment, and enterprise CRM transitions (Salesforce to HelpShift).
Experience
Work history, roles, and key accomplishments
Managed end-to-end root cause analysis (RCA) processes for critical gaming and live service incidents, balancing rapid restoration with permanent technical fixes. Analyzed player experience data across 92 reports to identify root causes and improved resolution of recurring service incidents by 82%.
Used Power BI reporting to provide executive visibility into vendor performance and operational KPIs. Helped deploy global QA frameworks and streamlined multi-language strategies, contributing to double-digit CSAT improvements, and supported Salesforce to HelpShift CRM transition and tool administration.
Resolved technical issues faster than the organization’s goal while maintaining quality. Achieved a 92% first contact resolution (FCR) rate by handling complex technical troubleshooting and reducing customer effort.
Education
Degrees, certifications, and relevant coursework
The University of North Carolina at Asheville
Bachelor of Science in Business Management, Global Business and Sports Management
Grade: GPA: 3.50
Activities and societies: Focus: Global Business and Sports Management.
Earned a Bachelor of Science in Business Management from UNC Asheville. Focused on global business and sports management.
Durham Technical Community College
Associate Degree in Science
Grade: GPA: 3.7
Earned an Associate Degree in Science at Durham Technical Community College.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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