Timothy White began his ongoing Customer Experience position as a Support Agent, but the project was cancelled during new hire training.
“I was halfway back to my car when the HR manager at the time (Jackie) came running across the parking lot asking me if I’d like to
interview for a testing position,” he relates, “which obviously sounded like another dream job. I interviewed and took the position on the
spot. I have been employed with PTW ever since.”
Timothy’s time at PTW was to be emblematic of this kind of recurring change. His entry-level QA Tester position lasted roughly a year and a half before he was asked to lead a new project, overseeing a small group of testers himself. At this time, the Baltimore site saw a lot of action: “We had several large gaming companies using our support teams for major releases and it was a very exciting time for the Customer Experience folks at our location.” Again, just before this project was to end, Timothy was asked to apply for an open Team Lead role. “This was the role that has evolved the most in my time with PTW,” he says. “It’s also the time I evolved the most as a person, professionally and personally.”
But it isn’t just his Testing role that’s evolved over time. “When I first became an account manager, the role felt like it was very reactive, pretty much running from one operational “fire” to the next, just trying to keep everything on the right track.” Timothy was instrumental in helping develop systems and processes to keep operations more organized and structured. He was promoted to Senior Accounts Manager, responsible for multiple projects from the Baltimore office. “There are rarely operational ‘fires’ anymore, but when there are, I generally know well before hand if there will be one, where it will be, how bad it will be, and who do I have that would be best to help me extinguish that particular ‘fire’.”
” To what does Timothy attribute his longevity at PTW? The people. “I came to this company to be involved in the gaming industry; I’ve stayed nine-plus years because of the all the great people I have had the pleasure of working with,” he states. “The people are what motivate me to give it my all, every single day I work.”
An interesting aspect of what he feels makes PTW such a strong brand is competition. “Most individuals, teams, sites in my line of business are in competition with each other and even other vendors. We are all striving to be the best at what we do in our industry, which is a great and special thing to be a part of.”
But Timothy doesn’t see his work at PTW as just an ongoing grind. He recalls a “Cookie Day”, in which a customer service week was made more enjoyable by a sheer ton of treats. “No one really knew what to expect when we came into the office, but I don’t think any of us have or will see that many cookies in one place again,” he remembers. “You couldn’t walk three feet in our office without seeing a tray or plate of some type of cookies. In the end, everyone got to take a bunch of them home.”
And, of course, his passion for games is what drew him to PTW in the first place. From his Sega Genesis to his N64 to his PS5 and Switch, he continues to keep current and enjoy video games to this day. But when asked to name a game character to actually be, he picks Red Dead Redemption 2’s Arthur Morgan.