Erick L Bryant
Seattle
Summary
Experienced Senior Technical Project Manager proficient in Agile methodologies, including Scrum and Kanban. Adept at leading cross-functional teams, managing sprint cycles, and driving iterative improvements to ensure timely and high-quality project delivery.
Overview
14
14
years of professional experience
Work History
Technical Specialist/App Tech Specialist
Pushpay
11.2018 - Current
- Led and managed technical support initiatives for a SaaS platform, providing structured training, education, and guidance to end-users, internal teams, and Customer Success Managers
- Developed standardized processes and documentation to ensure consistency in support methodologies
- Served as a strategic advisor to Customer Success Managers, assessing client needs and recommending best practices to optimize system functionality, improve user adoption, and align with business objectives
- Implemented data governance and hygiene processes, overseeing data imports, exports, and integrations between proprietary software, third-party Church Management Systems (ChMS), and accounting platforms
- Ensured data integrity, accuracy, and compliance with system requirements
- Proactively identified and resolved system discrepancies, conducting root cause analysis on invoice inconsistencies, reconciliation challenges, and bank deposit mismatches to mitigate financial risk and improve transaction processing efficiency
- Led pattern analysis and triaging for incoming support tickets, prioritizing issues based on severity and business impact
- Established escalation workflows to streamline troubleshooting and resolution timelines for technical teams
- Managed stakeholder expectations by maintaining client and end-user records in Salesforce, ensuring data accuracy and accessibility to support cross-functional decision-making and reporting
Contract Customer Service Representative/Technical Support Agent
Big Fish Games
10.2015 - Current
- Effectively troubleshoot both simple and complex technical issues by analyzing root causes and identifying solutions, ensuring minimal disruption to project timelines
- Translate technical information for stakeholders across varying skill levels-ranging from executive leadership to end-users-through clear, concise, and solution-oriented communication
- Maintain a positive and analytical approach to problem-solving, fostering collaboration between technical teams and business units
- Educated stakeholders and end-users on available technical resources, support options, and self-service tools to enhance system adoption and efficiency
- Developed and promoted training materials, documentation, and knowledge-sharing initiatives to empower teams and improve overall technology engagement
- Facilitated workshops and provided guidance to ensure seamless integration of new tools and processes across the organization
- Led the development and overhaul of the Agency's Technical Manager Training Program, defining scope, objectives, and success criteria to align with operational and strategic goals
- Designed a structured framework integrating technical expertise and leadership development while incorporating stakeholder feedback to enhance engagement and practical application
- Managed scope, quality, schedule, and budget to ensure a seamless agency-wide rollout
- Facilitated cross-functional collaboration, bridging technical and non-technical teams to drive adoption
- The program's successful implementation strengthened technical management capabilities and fostered a culture of continuous improvement
Contract Player Support Specialist / Billing Specialist / Player Behavior and Justice
Riot Games
03.2014 - Current
- Company Overview: League of Legends
- Monitored and analyzed real-time support requests and in-game reports to identify emerging issues and escalation patterns, ensuring efficient triage and resolution
- Developed data-driven insights to inform risk mitigation strategies
- Led process optimization efforts by providing structured feedback and testing for account recovery workflows, streamlining procedures to improve security, efficiency, and user experience
- Conducted risk assessments and fraud investigations, analyzing monetary transactions and payment gateway records to detect anomalies and prevent financial losses
- Collaborated with internal teams to enhance fraud detection mechanisms
- Managed stakeholder communications by responding to player support inquiries with a structured, customer-focused approach, ensuring timely resolutions and alignment with service-level agreements (SLAs)
- League of Legends
Contract Kinect Data Tagger
Microsoft
07.2013 - Current
- Managed cross-functional data validation efforts, overseeing the review, testing, and refinement of datasets from multiple teams to ensure accuracy, consistency, and compliance with project requirements
- Implemented quality control frameworks to detect and resolve anomalies, enhancing data reliability
- Provided regular project updates to stakeholders, communicating team progress, identifying risks, and addressing emergent issues through proactive problem-solving
- Facilitated discussions with project leads to drive alignment on priorities and deliverables
- Developed and implemented training initiatives, onboarding and mentoring new team members on workflow processes, best practices, and operational efficiencies
- Improved team performance and knowledge retention through structured coaching and documentation
Contract Visual Data Specialist
Google
06.2011 - Current
- Company Overview: Google Maps
- Led quality assurance efforts for geographic data validation by testing builds and auditing Google Maps for accuracy, ensuring alignment with the latest satellite imagery and mapping standards
- Implemented data integrity checks to mitigate errors and improve mapping precision
- Managed stakeholder communication and project reporting, delivering structured progress updates to project leads
- Identified key milestones, potential risks, and emerging challenges, facilitating collaborative problem-solving discussions to maintain project alignment and drive timely resolutions
- Developed and standardized onboarding and training programs, mentoring new team members on workflow processes, data validation techniques, and operational best practices
- Improved overall team efficiency through structured knowledge transfer and continuous learning initiatives
- Google Maps
Senior Technical Advisor
Pushpay
11.2020 - 10.2024
- Acted as a primary liaison between business and technology teams, ensuring seamless communication and resource allocation among key stakeholders
- Provided clear, concise updates to facilitate quick decision-making, drive project alignment, and resolve technical challenges efficiently
- Analyzed and triaged high-priority client-side issues, exercising independent judgment to escalate and address critical system-wide disruptions
- Implemented trend analysis and reporting, improving response times for the Customer Success and Operations teams
- Conducted in-depth root cause analysis by reviewing system logs and incident reports, identifying patterns, troubleshooting issues, and validating solutions
- Ensured that fixes were properly tested and integrated into the overall system without introducing regressions
- Led technical enablement and training for clients, guiding them on best practices for proprietary software implementation and live updates
- Encouraged deeper engagement with application features to optimize content management and event execution
- Developed and executed project plans, defining scope, milestones, and required resources for upcoming client requests and technology initiatives
- Ensured alignment with strategic goals by facilitating collaborative planning and setting clear project expectations
- Conducted user acceptance testing (UAT) and quality assurance (QA) for front-end software environments, ensuring that fixes, workarounds, and technical solutions met performance expectations
- Provided detailed feedback to development teams to enhance system stability and usability
Education
Professional & Continuing Education -
University of Washington
Seattle, WA06.2014
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Digipen Institute of Technology
Redmond, WA04.2010
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Futurepoly
Bellevue, WA03.2010
Skills
- Microsoft Office Suite
- G-Suite
- Salesforce
- Mac Proficiency
- Windows PC Proficiency
- Confluence
- Zendesk
- Photoshop
- Abelton
- Pro Tools
- Davinci Resolve
- Payment Gateways
- Software/API Integration
Timeline
Senior Technical Advisor
Pushpay
11.2020 - 10.2024
Technical Specialist/App Tech Specialist
Pushpay
11.2018 - Current
Contract Customer Service Representative/Technical Support Agent
Big Fish Games
10.2015 - Current
Contract Player Support Specialist / Billing Specialist / Player Behavior and Justice
Riot Games
03.2014 - Current
Contract Kinect Data Tagger
Microsoft
07.2013 - Current
Contract Visual Data Specialist
Google
06.2011 - Current
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Digipen Institute of Technology
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Futurepoly
Professional & Continuing Education -
University of Washington
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