Open to opportunities

Francis Gonzales

@francisgonzales

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IT Support Specialist & SME in live-service games and MMORPG environments.

Philippines

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What I'm looking for

I am looking for a role that fosters collaboration, innovation, and growth in the gaming industry.

I am an experienced Subject Matter Expert and IT Support Specialist with over 3 years of experience in live-service games, particularly in MMORPG environments. My expertise lies in server maintenance, build deployment, and troubleshooting, where I work closely with development, QA, and live ops teams to ensure optimal game performance and infrastructure stability.

Throughout my career, I have led IT support operations for development and live service teams, ensuring reliable infrastructure for the continuous deployment of large-scale MMORPGs. I have acted as the primary escalation point for high-impact incidents, coordinating real-time responses across various teams to minimize player-facing issues. My passion for gaming technology drives my commitment to continuous learning and delivering reliable technical support to enhance player experiences.

Experience

Work history, roles, and key accomplishments

Senior Game Operations Specialist

GameOps Inc.

Jun 2023 - Nov 2024 (1 year 5 months)

Acted as a Subject Matter Expert in IT support for live-service games, focusing on server maintenance, troubleshooting, and build deployment. Led IT support operations for development and live service teams, ensuring reliable infrastructure for MMORPG deployment.

Troubleshooting SQL Python Zendesk Data Analysis IT Support

Senior Game Operations Specialist

GameOps Inc.

Jun 2023 - Nov 2024 (1 year 5 months)

Troubleshooting SQL Python Zendesk Data Analysis IT Support

Game Operations Specialist

GameOps Inc.

Feb 2022 - Jun 2023 (1 year 4 months)

Provided technical support for game developers, QA, and live operations teams, ensuring smooth development pipelines and reliable live game performance. Utilized various software tools to communicate with players and resolve gameplay issues.

Technical Support Data Manipulation Communication Excel

Game Operations Specialist

GameOps Inc.

Feb 2022 - Jun 2023 (1 year 4 months)

Technical Support Data Manipulation Communication Problem Solving Software

IT On-Site Support and Build Area Staff

Acquire BPO

Oct 2021 - Dec 2021 (2 months)

Troubleshot minor equipment malfunctions and monitored user system adherence to security standards. Assisted with installation, configuration, and ongoing usability of computers, providing physical support to all system users.

Troubleshooting User Support Installation Configuration Usability

IT On-Site Support and Build Area Staff

Acquire BPO

Oct 2021 - Dec 2021 (2 months)

Troubleshot minor equipment malfunctions and monitored user system adherence to security standards. Assisted with installation and configuration of computers, providing physical support to all system users.

Troubleshooting User Support Installation Configuration

Image Tagging Associate

Sourcefit PH

May 2021 - Jun 2021 (1 month)

Tagged images appropriately to teach AI software and kept track of tagged images, ensuring accuracy in real-time updates.

AI Training Data Tracking Real Time Updates Data Management Quality Assurance Documentation Team Collaboration

Image Tagging Associate

Sourcefit PH

May 2021 - Jun 2021 (1 month)

Tagged images appropriately to teach AI software and maintained an accurate image tracker in real time, ensuring the quality and accuracy of tagged images.