Summary
Overview
Work History
Education
Skills
Timeline
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Eric Metcalf

Eric Metcalf

Grand Forks

Summary

Versatile and driven professional with 10+ years of experience spanning advanced IT support, esports leadership, and community management. Proven track record of managing large-scale gaming communities, delivering technical solutions, and leading cross-functional teams. Skilled in EDI integrations, API systems, and digital infrastructure.

Overview

16
16
years of professional experience

Work History

Owner

VALOR GAMING LLC
11.2022 - Current
  • Established and currently lead VALOR GAMING LLC, a multi-department gaming organization focused on Community, Esports, Academy, and Content development.
  • Scaled the organization to over 1,200 active members with competitive teams in MDI, AWC, and DDI; recognized as the #1 guild on Guilds of WoW for over a year.
  • Built and managed a leadership team to oversee departmental operations, review systems, set strategic goals, and implement scalable processes across the company.
  • Designed and implemented SOPs, handbooks, and onboarding structures to ensure clarity, professionalism, and alignment across all teams.
  • Led development of custom digital tools, including a proprietary WoW addon and WordPress integrations to enhance guild and community engagement.
  • Oversaw brand development, partnership acquisition, and community growth across multiple platforms including Discord, Twitch, and Twitter.
  • Worked with charity organizations such as StackUP and Paws Your Game to fundraise and run large-scale, live-streamed events that engaged the community while supporting meaningful causes.
  • Collaborated with various gaming-related partners and sponsors to expand brand visibility, deliver value to community members, and drive mutual growth.
  • Organized and executed seasonal in-game events, town halls, and content campaigns to drive member engagement and strengthen community culture.
  • Spearheaded a company-wide restructure initiative focused on sustainability, leadership development, and long-term growth within the gaming industry.
  • Managed day-to-day operations, budget planning, and long-term vision alignment while mentoring staff and fostering a collaborative, inclusive environment.

Senior Support Analyst

True Commerce
10.2017 - 04.2025
  • Provided expert-level support for clients ranging from small businesses to enterprise-level organizations such as Amazon, Procter & Gamble, and Google.
  • Configured TrueCommerce software to align with clients' unique business environments, ensuring smooth integration and functionality.
  • Monitored EDI networks and system connections, proactively identifying and resolving issues to maintain uninterrupted business operations.
  • Analyzed and mapped complex datasets between trading partners to ensure data integrity, consistency, and successful transaction processing.
  • Simultaneously managed multiple high-priority projects, delivering timely solutions under tight deadlines.
  • Collaborated with cross-functional teams to design and implement process improvements, significantly boosting productivity and client satisfaction.
  • Maintained detailed documentation of customer interactions to identify patterns and prevent future issues.
  • Resolved complex technical problems, improving system efficiency and reducing client downtime.
  • Led training sessions for new hires, accelerating their onboarding and fostering team knowledge sharing.

Senior Airmen

United States Air Force National Guard
08.2016 - 04.2018
  • Served as a Senior Airman specializing in technical IT operations, working directly under the guidance of a Chief Master Sergeant to support mission-critical systems.
  • Maintained and configured secure computer systems and communication networks to ensure operational readiness and cybersecurity compliance.
  • Provided hands-on support for troubleshooting hardware, software, and system-level issues within high-security environments.
  • Contributed to base-wide IT readiness, participating in system upgrades, asset management, and routine maintenance to optimize performance and reliability.
  • Collaborated with multiple departments to implement technical solutions and uphold mission standards.


Esports Director

PMS CLAN INC
09.2009 - 01.2018
  • Directed esports operations for PMS Clan Inc., one of the largest gaming communities, overseeing competitive teams, community engagement, and partnership initiatives.
  • Led the development and management of a community of over 40,000 active members, fostering a positive, inclusive, and high-performing culture.
  • Managed relationships with key sponsors and gaming partners, securing support for teams and community initiatives while increasing organizational visibility.
  • Oversaw recruitment, onboarding, and coordination of competitive rosters across multiple titles, ensuring consistent team performance and alignment with organizational values.
  • Provided community leadership through structured events, tournaments, and regular communications, driving member engagement and long-term retention.
  • Handled technical management of internal systems and websites, including forums, CMS platforms, and backend infrastructure, ensuring smooth and secure operations.
  • Collaborated cross-functionally with leadership, partners, and volunteers to scale programs, enhance digital presence, and drive strategic growth in the esports sector.

Education

High School Diploma -

Penn Foster Career School
Scranton, PA

Skills

    Technical & Integration Tools

  • NetSuite Five9 Notepad WebMethods Foundry
  • EDI Systems API Integrations AS2 Connections XML Lua

    • Software & Platforms

  • Microsoft Office Suite (Word, Excel, PowerPoint)
  • Google Workspace (Docs, Sheets, Slides)
  • WordPress Shopify Printify
  • Discord Bot Development & Server Automation

    • Community & Team Management

  • Community Management for large-scale gaming organizations
  • Esports team coordination and leadership
  • Sponsor and partnership engagement
  • Event planning and live-stream production

    • Additional Competencies

  • Technical troubleshooting and system maintenance
  • Cross-functional collaboration and documentation
  • Training, onboarding, and mentorship of new team members

Timeline

Owner

VALOR GAMING LLC
11.2022 - Current

Senior Support Analyst

True Commerce
10.2017 - 04.2025

Senior Airmen

United States Air Force National Guard
08.2016 - 04.2018

Esports Director

PMS CLAN INC
09.2009 - 01.2018

High School Diploma -

Penn Foster Career School

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Eric Metcalf