Open to opportunities

Danielle Quan

@daniellequan

Message

I build scalable support systems and diagnose application, API, and web issues at their root cause.

Belize

Message

What I'm looking for

I'm looking to troubleshoot application and web issues at their root cause, build scalable support systems, and work closely with Engineering to improve product and client outcomes.

At Pixels / Banger Inc., I built the support infrastructure from the ground up, including Intercom automation, escalation logic, macros, help-center documentation, appeals case management, and Retool dashboards sourced from game APIs. I also led a three-person support team and turned client-reported issues into complete diagnostic tickets for Engineering.

I've supported application, configuration, hardware, networking, and system-level issues across operations, including leading a QuickBooks-to-Microsoft Dynamics 365 ERP migration at Belize Sustainable Agriculture Ltd. I also build React and Node.js projects, use SQL, BigQuery, and REST APIs for troubleshooting and reporting, and translate live user behavior into product improvements.

Experience

Work history, roles, and key accomplishments

Game Designer

Pixels / Banger Inc.

Aug 2025 - Jun 2026 (10 months)

Translated live player issues and behavioral data into structured bug reports and product improvement tickets for Engineering and Design. Led UAT cycles for new features and built a recurring BigQuery to Preset data system to track retention and event health.

BigQuery SQL UAT Bug Reporting Cross functional Coordination Documentation

Head of Support & Community Operations

Pixels / Banger Inc.

Nov 2023 - Jun 2026 (2 years 7 months)

Handled front-line client requests and architected the company's support automation from scratch, including Intercom workflows, escalation logic, macros, and help center documentation. Served as primary liaison between Support and Engineering, reproducing bugs and converting customer reports into structured diagnostic tickets.

Intercom Retool TypeForm Canny REST APIs SQL BigQuery Documentation Escalation Management Team Management

Financial Controller & IT Manager

Belize Sustainable Agriculture Ltd.

Nov 2014 - Jun 2023 (8 years 7 months)

Provided full IT support across hardware, networking, and system-level issues, and led a full ERP migration from QuickBooks to Microsoft Dynamics 365. Built custom internal databases and tracking systems for HR, payroll, and equipment.