Nathaniel Jhon Mercado

• Co-leads offshore QA teams for different AA and AAA games in various platforms (PC, cross-platform, etc.)
• Works directly with Game Development Teams through Agile means for different stages of game testing and testing cycles
• Identifies critical defects early in development process through meticulous in-game testing and static analysis tools usage.
• Co-supervise and appraise QA teams to make sure tests are done accurately and efficiently
• Provides valuable input into project planning meetings to ensure accurate timelines were established based on QA resource availability and priorities.
• Mentor junior testers in best practices for software testing methodologies while fostering a collaborative team environment.
• Streamline testing processes by implementing continuous integration and delivery pipelines for faster feedback loops.

Co-led a team of ~30 team members which provided support to clients primarily on catering to customer-related concerns for various AAA video games on different game platforms.

- PC: Aion, Lineage II, and Blade & Soul, Guild Wars 2

- Mobile: Lineage 2M

- Cross-platform: FUSER

• Co-led and developed policies to give better gameplay experience for customers
• Helped LiveOps and Platform teams to address major game blockers real-time
• Helped Live QA team identify game issues as reported by customers
• Provided support for community management through various official Social Media platforms
• Supervised and monitored performance of project staff, making sure that targets are met and quality is kept up to standard.

• Managed daily operations, ensuring timely delivery of high-quality support and services to both our playerbase and clients.
• Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members.
• Championed change management efforts across organizational departments, assisting employees in adapting to new policies or procedures effectively.
• Worked closely with our team's Operations Lead and Manager to ensure processes are up-to-date, daily and monthly targets are met, and communication with our clients are transparent among team members and across departments

• As a subject matter specialist across 3 games, ensured that processes are up-to-date with the current content of the games
• Ensured constant and quality communication with our CS Leads counterparts in the US and South Korea regarding processes used for operations
• Created bug reports generated from player feedback, and submitted these to the LIVE QA under DevOps, constantly collaborating with them to best handle player experienced bugs
• Generated daily, monthly, and quarterly reports and analyzed data trends used to make informed decisions, driving continuous improvement in operations.
• Collaborated across departments to identify opportunities for process improvements and increased efficiency.

• Worked with NCSOFT AAA games such as Aion, Lineage II, and Blade & Soul providing customer support to its playerbase
• Handled VIP players and ensuring they have a worthwhile gameplay experience
• Analyzed data to identify trends and suggested informed decisions to our leads and clients, driving continuous improvement in operations.
• Consolidated player feedback and bug reports and submitted these to our Senior Specialists for further review