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Tech-focused support and product professional with experience across software testing, third-line technical support, community management, content creation, customer support, logistics, marketing, project management and product launch activity. Comfortable translating technical issues into clear user guidance, coordinating with internal and external teams, and improving customer/player experience.…Tech-focused support and product professional with experience across software testing, third-line technical support, community management, content creation, customer support, logistics, marketing, project management and product launch activity. Comfortable translating technical issues into clear user guidance, coordinating with internal and external teams, and improving customer/player experience.

Fraser Casey

QA Engineer, Game Tester, Community Manager, +1

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Tech-focused support and product professional with experience across software testing, third-line technical support, community management, content creation, customer support, logistics, marketing, project management and product launch activity. Comfortable translating technical issues into clear user guidance, coordinating with internal and external teams, and improving customer/player experience.…Tech-focused support and product professional with experience across software testing, third-line technical support, community management, content creation, customer support, logistics, marketing, project management and product launch activity. Comfortable translating technical issues into clear user guidance, coordinating with internal and external teams, and improving customer/player experience.

Available to hire

Tech-focused support and product professional with experience across software testing, third-line technical support, community management, content creation, customer support, logistics, marketing, project management and product launch activity. Comfortable translating technical issues into clear user guidance, coordinating with internal and external teams, and improving customer/player experience.

Skills

Experience Level

Expert

Intermediate

Intermediate

Intermediate

Beginner

Work Experience

Freelance Technical Support Consultant at Netduma Ltd

November 1, 2018 - Present

Provide remote, home-based technical support for a router/software product environment. Troubleshoot user issues and deliver clear, actionable guidance. Support customers professionally while balancing responsiveness, accuracy, and user experience. Contribute across support follow-ups, testing activities, community/customer communication, and operational processes as required for the product and user needs.

Lead Test Engineer – Support, Community & Product Operations at Netduma Ltd

June 1, 2014 - October 1, 2018

Joined before the first public product launch and grew into a cross-functional role spanning QA, technical support, product coordination, marketing, community, logistics, and customer experience. Led pre-launch testing (test planning, beta testing, upgrade testing) and reproduced user-reported bugs for development teams. Delivered third-line support, diagnosing hardware/software issues and supporting upgrades, while contributing to documentation and training for first- and second-line staff. Managed community relationships across platforms to gather feedback and improve the player/user experience. Created user-facing support and marketing content (social media and web-related campaigns) and coordinated operational tasks for launches, events, sponsorships, and product support workflows. Coordinated beta activity and priorities across internal teams and Netgear development teams in the US, Taiwan, and China.