Anna Vines Email & Phone Number

Austin, Tx, Us

Austin, Tx, Us

Austin, Tx, Us

As the Application Administrator I, I report directly to the Manager of Technology Systems and work within the Transit Systems team. My primary focus is on supporting technology systems, which include hardware, software, and equipment. I am responsible for installing, supporting, and monitoring technology systems for Capital Metro. My role involves providing technical support to analyze, design, test, document, implement, and manage systems. I ensure the reliability, stability, preventive maintenance, and maximum up-time of these technology systems.-Establishing two brand new transit system for internal and external usage.-Assisting IT team in moving to an Agile department.-Streamlining operations documentation by creating easily digestible training material.

Armonk, New York, Ny, Us

Devised and executed novel onboarding program, resulting in a notable reduction in new hire ramp-up time. Coordinated routine cross-functional meetings to exchange best practices and pinpoint collaboration opportunities. Conducted thorough analysis of contact volume trends and identified critical customer journey pain points, culminating in precision coaching program. Anticipated and resolved system outages impacting customer service, demonstrating proactive approach.• Established periodic peer check-ins to collect service quality feedback, fostering enhanced KPI performance.• Enhanced project participation through the streamlined application of Agile practices utilizing Trello and Mural.• Streamlined operations and enhanced employee proficiency by spearheading development of comprehensive training and process documentation.• Optimized resource allocation and ensured seamless workflow coordination by orchestrating establishment and continuous management of team scheduling systems.

Armonk, New York, Ny, Us

Provided expert guidance and comprehensive support to users, ensuring seamless utilization of internal software and hardware to increase operational efficiency. Administered Agile practices coaching for team, catalyzing improved project management and higher productivity, as evidenced by enhanced collaboration and faster delivery times. Exemplified exceptional attention to detail by meticulously proofreading and composing technical processes for internal knowledge base, elevating quality of documentation and bolstering organizational knowledge sharing.• Delivered unparalleled technical assistance to vast user base of more than 365,000 internal stakeholders, adeptly addressing challenges across Windows and Mac operating systems.• Attained mastery through advanced training in cutting-edge software and tools, fostering rapid and effective resolution of intricate technical concerns.

Irvine, Ca, Us

Devised innovative data analysis tool enabling real-time monitoring of player contact, facilitating early detection of emerging concerns. Tailored reports to cater to diverse stakeholders, encompassing support, development, and executive levels. Liaised with cross-functional departments to pinpoint bottlenecks within the reporting system. Managed and updated process and training documentation through Confluence and Salesforce platforms.• Demonstrated proficiency in utilizing Agile methodologies to optimize reporting process, leading to substantial reduction in report generation time.• Applied MySQL, Teradata, and Hadoop to examine player data concerning game-affecting bugs with keen focus on comprehensive company-wide reports.

Irvine, Ca, Us

Conducted meticulous investigations into in-game bugs and harassment reports, while ensuring equitable and enjoyable gaming experience for all users. Performed thorough ad-hoc investigations to identify and rectify issues impacting the Latin America (LatAm) region, promptly escalating findings to relevant departments. Collaborated closely with product and development teams to proactively identify and resolve recurrent technical issues, significantly mitigating player frustration.• Steered significant efforts in providing exceptional player support worldwide, adeptly addressing in-game, account, and technical matters on both Windows and Mac platforms.• Provided valuable technical assistance to Brazilian players through World of Warcraft forums and Twitter while effectively resolving their inquiries and concerns.• Delivered comprehensive new hire training and shadowing programs, leading to elevated customer satisfaction (CSAT) scores and heightened productivity.• Showcased remarkable teamwork and collaboration skills, consistently supporting team members in accomplishing objectives and meeting deadlines.