Hello! I'm Kaycee Chapman, a Software Support Engineer with a strong foundation in quality assurance. I collaborate with QA, DevOps, and development teams to resolve production issues and optimize processes, consistently reducing issue resolution times and minimizing false alerts. I excel at API debugging and technical troubleshooting, and I’ve authored SOPs plus refined Jira automation to streamline workflows. I’m excited to bring my technical expertise and passion for process improvement to enhance QA outcomes and reliable software delivery.…

Kaycee Chapman

Hello! I'm Kaycee Chapman, a Software Support Engineer with a strong foundation in quality assurance. I collaborate with QA, DevOps, and development teams to resolve production issues and optimize processes, consistently reducing issue resolution times and minimizing false alerts. I excel at API debugging and technical troubleshooting, and I’ve authored SOPs plus refined Jira automation to streamline workflows. I’m excited to bring my technical expertise and passion for process improvement to enhance QA outcomes and reliable software delivery.…

Available to hire

Hello! I’m Kaycee Chapman, a Software Support Engineer with a strong foundation in quality assurance. I collaborate with QA, DevOps, and development teams to resolve production issues and optimize processes, consistently reducing issue resolution times and minimizing false alerts.

I excel at API debugging and technical troubleshooting, and I’ve authored SOPs plus refined Jira automation to streamline workflows. I’m excited to bring my technical expertise and passion for process improvement to enhance QA outcomes and reliable software delivery.

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Skills

Experience Level

Language

English
Fluent

Work Experience

Software Support Engineer II at FlexShopper
August 1, 2025 - October 14, 2025
Resolved production issues by collaborating with QA, DevOps, and developers; focused on API failures, ticket lifecycle, and user access issues. Authored 10+ SOPs in Confluence, improving onboarding and reducing issue resolution time by 30%. Wrote and refined Jira tickets with logs and reproduction steps; implemented Jira automation and New Relic alerts to prevent misrouting, reducing false alerts by 90%. Partnered with marketing to build custom JavaScript tags in GTM for behavioral tracking across Quora, Reddit, and Facebook.
Adjunct Instructor at South New Hampshire University
January 1, 2025 - October 14, 2025
Taught 3D Modeling, Animation, and Game Development using Maya, Unity, and Unreal Engine to over 100 students. Developed engaging course materials and assignments focused on real-world production pipelines. Provided one-on-one feedback, helping students build portfolios and strengthen industry-ready skills.
Adjunct Instructor at Palm Beach State College
January 1, 2024 - October 14, 2025
Instructed diverse subjects, including Modeling Real-Time Systems, Autodesk Maya 2020, and Compositing/Visual Effects, resulting in improved student engagement and understanding. Crafted engaging lesson plans tailored to different learning styles, which nurtured students' practical skills in animation and production, leading to higher student satisfaction and skill proficiency. Collaborated with colleagues to align curriculum, ensuring consistency across related courses. Designed and administered assessments to gauge students' progress and comprehension of course material.
High School Instructor at G-Star High School
January 1, 2023 - October 14, 2025
Delivered instruction in 3D Modeling, Unity Game Design, and VFX using NukeX and Maya. Redesigned curriculum to align with current game dev practices and tools, increasing student project quality and retention.
Technical Support Representative at Warner Bros Games-PTW, Rockstar Games-PTW
November 1, 2015 - October 14, 2025
Diagnosed and resolved technical issues for players of GTAV, Mortal Kombat, Batman Arkham, and other major titles. Collaborated with escalation teams to improve turnaround times on ticket resolutions and reduce repeat complaints.
Software Support Engineer II at FlexShopper
August 1, 2025 - October 14, 2025
Resolved production issues by collaborating with QA, DevOps, and developers; focused on API failures, ticket lifecycle, and user access issues. Authored 10+ detailed SOPs in Confluence to improve onboarding and reduce issue resolution time by 30%. Wrote and refined Jira tickets with logs and reproduction steps, contributing to the product feedback loop. Implemented and optimized Jira automation and New Relic alerts to prevent misrouting, reducing false alerts by 90% and improving alert accuracy. Partnered with marketing to build custom JavaScript tags in GTM for behavioral tracking across Quora, Reddit, and Facebook.
Adjunct Instructor at South New Hampshire University
December 31, 2025 - October 14, 2025
Taught 3D Modeling, Animation, and Game Development using Maya, Unity, and Unreal Engine to over 100 students. Developed engaging course materials and assignments focused on real-world production pipelines. Provided one-on-one feedback, helping students build portfolios and strengthen industry-ready skills.
Adjunct Instructor at Palm Beach State College
December 31, 2024 - October 14, 2025
Instructed diverse subjects, including Modeling Real-Time Systems, Autodesk Maya 2020, and Compositing/Visual Effects, resulting in improved student engagement and understanding. Crafted engaging lesson plans tailored to different learning styles, which nurtured students' practical skills in animation and production, leading to higher student satisfaction and skill proficiency. Collaborated with colleagues to align curriculum, ensuring consistency across related courses, and designed assessments to gauge student progress.
High School Instructor at G-Star High School
December 31, 2023 - October 14, 2025
Delivered instruction in 3D Modeling, Unity Game Design, and VFX using NukeX and Maya. Redesigned curriculum to align with current game dev practices, increasing student project quality and retention.
Technical Support Representative at Warner Bros Games-PTW / Rockstar Games-PTW
November 1, 2015 - October 14, 2025
Diagnosed and resolved technical issues for players of GTAV, Mortal Kombat, Batman Arkham, and other major titles. Collaborated with escalation teams to improve turnaround times on ticket resolutions and reduce repeat complaints.
Software Support Engineer II at FlexShopper
August 1, 2025 - October 14, 2025
Resolved production issues by collaborating with QA, DevOps, and developers; focused on API failures, ticket lifecycle, and user access issues. Authored 10+ detailed SOPs in Confluence to improve onboarding and reduce issue resolution time. Wrote and refined Jira tickets with logs and reproduction steps, contributing to the product feedback loop. Implemented and optimized Jira automation and New Relic alerts to prevent misrouting and reduce false alerts. Partnered with marketing to build custom JavaScript tags in GTM for behavioral tracking across Quora, Reddit, and Facebook.
Adjunct Instructor at South New Hampshire University
December 31, 2025 - October 14, 2025
Taught 3D Modeling, Animation, and Game Development using Maya, Unity, and Unreal Engine to over 100 students. Developed engaging course materials and assignments focused on real-world production pipelines. Provided one-on-one feedback, helping students build portfolios and strengthen industry-ready skills.
Adjunct Instructor at Palm Beach State College
December 31, 2024 - October 14, 2025
Instructed diverse subjects, including Modeling Real-Time Systems, Autodesk Maya 2020, and Compositing/Visual Effects, resulting in improved student engagement and understanding. Crafted engaging lesson plans tailored to different learning styles, nurturing students' practical skills in animation and production. Collaborated with colleagues to align curriculum, ensuring consistency across related courses, and designed and administered assessments to gauge progress.
High School Instructor at G-Star High School
December 31, 2023 - October 14, 2025
Delivered instruction in 3D Modeling, Unity Game Design, and VFX using NukeX and Maya. Redesigned curriculum to align with current game dev practices and tools, increasing student project quality and retention.
Technical Support Representative at Warner Bros Games-PTW, Rockstar Games-PTW
November 1, 2015 - October 14, 2025
Diagnosed and resolved technical issues for players of GTAV, Mortal Kombat, Batman Arkham, and other major titles. Collaborated with escalation teams to improve turnaround times on ticket resolutions and reduce repeat complaints.

Education

Bachelor of Science, Game Design at Full Sail University
December 1, 2011 - February 1, 2014
Associates of the Arts, Theater Performance at Howard Community College
August 1, 2007 - May 1, 2010
Bachelor of Science in Game Design at Full Sail University
December 1, 2011 - February 1, 2014
Associate of the Arts in Theater Performance at Howard Community College
August 1, 2007 - May 1, 2010

Qualifications

Autodesk Certified User – Maya
January 11, 2030 - October 14, 2025
Python PCEP Certification
January 11, 2030 - October 14, 2025
C++/C# Certification
January 11, 2030 - October 14, 2025
Azure Fundamentals
January 11, 2030 - October 14, 2025
CompTIA Fundamentals
January 11, 2030 - October 14, 2025
Unity + Unreal Engine: Project-based Learning
January 11, 2030 - October 14, 2025

Industry Experience

Gaming, Media & Entertainment, Education, Software & Internet, Professional Services

Skills

Experience Level