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Work Background
Electronic Arts (EA)Associate Quality Designer
Oct. 2021 - May. 2025Galway, County Galway, IrelandLive Quality Verification for top franchises (Codemasters F1/WRC/GRID, Star Wars Jedi series, Battlefield 2042, Immortals of Aveum). Bridged Studio, Production, and Certification teams to deliver polished, player-first releases. - Built symbolic-AI and custom automation tools that cut project prep time by 80%+, removed duplicate work, and reduced dependency on manual triage. - Streamlined bug triage & reporting pipelines to ensure community-critical issues were surfaced and resolved faster. - Coordinated a global remote QA team; acted as cross-functional liaison to align production, certification, and live teams. - Developed proprietary tooling to scrape & aggregate community data, helping studios prioritize features like peripheral support. - Applied AI-assisted analytics (Gemini, ChatGPT, Perplexity) to strengthen insights into player behavior and derivative markets (VR, peripherals). - Optimized workflows using Google/Microsoft Suite and scripting (Apps Script, VBA, JScript, .NET), proving that small tools could deliver enterprise-scale efficiency.
Electronic Arts (EA)Advisor Process Analyst
May. 2021 - Jul. 2021County Galway, IrelandDelivered a process-visualization and data analytics project to improve the advisor workflow and overall player experience. - Mapped end-to-end player journeys, exposing bottlenecks and improvement opportunities. - Built dashboards & reports to standardize decision-making across multiple regions. - Translated insights into process changes that reduced friction for both Advisors and players.
Electronic Arts (EA)Risk Management Analyst
Apr. 2019 - Nov. 2019County Galway, Ireland- Developed a monitoring algorithm >90% effective at detecting suspicious internal activity. - Balanced technical problem-solving with cross-department collaboration to strengthen org-wide risk awareness. - Delivered sustainable frameworks for risk management that were adopted beyond the pilot.
Electronic Arts (EA)Risk Management Research Assistant
Jul. 2018 - Dec. 2019County Galway, IrelandFraud prevention and risk operations, protecting player accounts and business assets. - Refined anti-fraud algorithms, increasing accuracy from ~60% → 95%+, freeing support channels from being flooded by false cases. - Partnered with Development, Legal, IP, ToS, and Player Experience teams to align enforcement and reduce false positives. - Ensured solutions were scalable, automated, and sustainable, not just one-off patches.
Electronic Arts (EA)Dutch Game Advisor
Nov. 2017 - Oct. 2021County Galway, Ireland- Provided front-line support across all EA titles, platforms, and services. - Selected for secondments with Risk Management and MIQ/TOS, where I designed and managed tools to increase visibility, reduce human error, and protect company assets. - Built a reputation as the “systems improver” — spotting inefficiencies in live workflows and leaving behind fixes that outlasted my role.
BizztalentIT Consultant - Support Engineer for MSD Belgium
Aug. 2017 - Nov. 2017Heist-Op-Den-BergBrought in after a major malware attack to help stabilize operations and restore business continuity. - Restaged and secured critical systems post-attack, ensuring compliance with recovery protocols. - Performed rapid on-site troubleshooting across affected endpoints to minimize downtime for staff. - Contributed automated recovery deployments to accelerate system restoration and reduce repeat issues. ➡️ Impact: Helped bring a multinational’s IT operations back online quickly under time-critical, high-stakes conditions.
BizztalentIT Consultant - Regional Supervisor Branches IT for BNP Paribas
Feb. 2017 - Jun. 2017Belgium (East & West-Flanders)Coordinated IT service delivery across all BNP Paribas branches in the region, balancing stability with daily operational demands. - Provided on-site IT support across multiple branches, safeguarding customer-facing banking operations. - Coordinated escalations between local branches and central IT, ensuring fast resolution of outages. - Managed cross-site service delivery, aligning technical fixes with branch management priorities. ➡️ Impact: Maintained IT continuity across a distributed, high-trust environment where downtime directly impacted customer service.
INTM BelgiumTechnical Services Coordinator
Nov. 2016 - Jan. 2017Brussels Area, BelgiumSupported managers and executives in a post-merger environment at one of Europe’s largest banks. - Delivered 3rd line support for Lotus Notes, resolving complex issues under time pressure. - Coordinated between IT and business leaders, translating technical actions into trusted business outcomes. - Acted as executive escalation point, handling issues requiring urgency, discretion, and precision. ➡️ Impact: Preserved confidence and continuity for executives during a sensitive post-merger transition.
Econocom3rd Line Support Engineer
Apr. 2016 - Oct. 2016Greater Brussels AreaProvided enterprise-wide 3rd line support while coaching frontline teams and improving service desk processes. - Resolved complex escalations from 1st/2nd line teams, preventing SLA breaches and protecting uptime. - Coached frontline staff to improve First Call Resolution (FCR), raising team performance across the board. - Identified process bottlenecks with design teams and recommended workflow improvements. - Built scripts and automation tools that cut repetitive manual work, helping agents resolve tickets faster and more accurately. ➡️ Impact: Strengthened ENGIE’s IT resilience by combining technical fixes with process and team improvement.
EconocomIT Project Coordinator
Nov. 2014 - Apr. 2016Greater Brussels AreaLed planning and deployment for a 3-year migration program — completed 3 months ahead of schedule. - Coordinated daily operations for multiple technician teams, balancing technical delivery with stakeholder expectations. - Planned and tracked deployments across regions, ensuring minimal disruption to business users. - Translated technical progress into business insights for ENGIE IT leadership, maintaining alignment and trust. - Proved the value of structured execution by delivering a multi-year program early without major incidents. ➡️ Impact: Demonstrated project leadership and foresight by bringing a large-scale IT transformation in under time and budget.
EconocomIT Support Technician
Jun. 2010 - Nov. 2014Zaventem, BelgiumSupported diverse client environments, building the foundation for process-focused project work. - Delivered front-line and advanced support across industries, adapting quickly to varied systems. - Balanced troubleshooting with clear communication, serving both technical and non-technical users. - Built early experience in escalation handling and cross-team coordination in outsourced contexts. ➡️ Impact: Gained broad technical exposure and built the problem-solving and coordination skills later used in project leadership roles.
Proximus GroupSupport Engineer & Junior Sales Officer
Nov. 2007 - Jan. 2009Oostende & Haasrode, BelgiumStarted in e-banking software support (Isabel platform), later moved into sales operations. - Resolved technical issues for banking clients, ensuring reliable access to daily financial systems. - Balanced technical troubleshooting with client-facing communication, sharpening early customer empathy. - Gained exposure to sales operations, building skills in stakeholder interaction and requirements gathering. ➡️ Impact: Developed the foundation for combining technical support with clear client-facing communication.
Experis BelgiumInformation Technology Support Engineer
Mar. 2007 - Oct. 2007Brussels Area, BelgiumRotational support role across helpdesk and field teams. - Delivered hardware and software troubleshooting across diverse systems and environments. - Provided on-site support to employees, reducing disruption to daily operations. - Built early experience in service delivery, escalation handling, and adaptability in high-demand settings. ➡️ Impact: Strengthened technical problem-solving and service discipline in classic IT environments.
Ministerie van DefensieBeroepsvrijwilliger, 1ste Soldaat
Mar. 2003 - Apr. 2006Haasdonk, BelgiumServed on active duty as a communications and IT specialist in a frontline support unit. - Deployed and maintained networks and PCs under structured, high-stakes conditions. - Trained new colleagues and transferred knowledge, gaining early leadership experience. - Served as member of Prevention & Protection @ Work, safeguarding colleagues’ health and safety. - Built the foundation of my technical troubleshooting, teamwork, and process discipline. ➡️ Impact: First professional IT step; instilled the discipline, resilience, and work ethic that shaped my later career.
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