Halo Infinite

On Halo Infinite, I was the Project Coordinator on the Player Support Team, primarily focusing on the multiplayer side of the game (I also supported Halo: MCC, Halo Waypoint, and some legacy Halo titles).

My duties and responsibilities included:

Supporting the release of various cross-platform updates
Leading triage meetings of player-reported issues
Collaborating with cross-disciplinary teams to investigate and resolve live issues
Surfacing release-impacting, player reports to leadership in ship rooms
Managing communications with the Service Delivery team for updates
Auditing existing player-reported issues in databases
Reporting Player Support & Safety metrics to the greater studio
Playtesting upcoming Halo Infinite features and providing feedback
Reviewing Halo Infinite patch notes and social media comms
Updating and maintaining Player Support operations documentation

I worked on Halo Infinite during its sustainment/liveops phase from November 2023 to March 2025. My most significant impacts were triaging player-reported issues, working closely with developers to investigate and resolve live bugs, and keeping the Service Delivery Team informed about all Halo product updates.

Triaging Player-Reported Issues:

Whenever new player-reported issues arose in Halo Infinite (or other titles), I led the triage efforts to gather critical player information and deliver it to development teams in the form of work items in ADO.

Issues that I triaged ranged from gameplay and performance to the in-game shop and online services. Working with a variety of game teams, I made sure that the information I presented to them was clear, concise, and relevant to their field of expertise.

Since Halo Infinite is a live product, specific issues arose that I brought to the game teams swiftly, as they were high-impact, generated numerous player reports, and in some cases, garnered social media attention. I prioritized these issues due to their high impact and the urgent need for developer attention.

As someone who enjoys improving processes, I refined our existing triage process to reduce the time spent gathering information during triage meetings. I created a "pre-triage" process that allowed work items to have the information required for developer investigation before being converted into work items in ADO. This resulted in time being saved during and post-triage meetings.

Deep Investigations with Developers:

After triaging player-reported issues, some issues required deeper investigation and more collaboration with developers. I worked closely with cross-disciplinary team members from production, design, QA, and engineering.

When dealing with high-volume or complex issues, I took the initiative in creating detailed spreadsheets in Excel that covered a breadth of player information and shared them with developers. The information ranged from player platforms and hardware specifications to XUIDs, affected game modes/maps, troubleshooting methods, and more.

I regularly kept developers updated on any developments related to the player reports. I ensured that I shared critical and new information with them as soon as possible, maintaining a quick turnaround on information sharing.

During these investigations, I served as a liaison between the game teams and the Service Delivery Team (technical support agents). I relayed information regarding the player reports back and forth between the teams and ensured that the information was digestible for the specific parties when providing updates and/or requests.

Owning Comms with Service Delivery Team:

Whenever there was an incoming release, update, or product promotion for any of the Halo titles and products, I provided critical information regarding these updates to the Service Delivery Team.

The information I provided to the Service Delivery Team covered content updates for Halo Infinite/MCC, Twitch Drops events, bug fixes/hotfixes, weekly playlist changes for Halo Infinite, partnered product promotions for the Halo brand, and other critical updates.

I ensured that the Service Delivery Team was prepared for all Halo updates and knew how to handle incoming player tickets related to these topics. By providing them with instructions on how to handle player tickets, they were able to intake and handle reports from players without being caught off guard.

I created and updated communication processes for these updates. For example, I designed the communication process to update support agents on the weekly refreshes of multiplayer playlists and backend bug fixes for Halo Infinite. Previously, some support agents were unaware of these updates and created work items from player tickets, incorrectly attributing issues to these weekly changes. By implementing a communication process, this reduced the number of support agents creating unnecessary work items that resulted from system behavior.