Meredith Hines Email & Phone Number

Texas, United States

Irving, Texas, Us

Irving, Texas, Us

Irving, Texas, Us

Irving, Texas, Us

Irving, Texas, Us

Atlanta, Georgia, Us

Support business users on commercial applications and related SQL/Oracle databases and systems. Install, document, test, program/script, and troubleshoot applications and databases on Windows and Citrix platforms. • Resolve technical and functional issues with Hyland OnBase on Citrix, including VM server-level troubleshooting on Windows Server 2008 and 2012. ► Tools used: Citrix Studio, Citrix Director, Bomgar, ServiceNow• Perform user access management for OnBase, WellCycle AFE Manager, and Hyperion.• Ensure data integrity by creating quarterly SOX application audits for WellCycle AFE Manager. • Increase efficiency by creating and automating reports using Excel, SQL queries, and batch files. • Deliver seamless support to users by building and maintaining working relationships with other IT groups and external vendors.

Scottsdale, Az, Us

Tier 2 technical support and training for 900+ companies with the Intactix suite of space and category management software applications. Team member for special projects.• Solved customer software problems, answered functionality questions, assisted with automation script creation and troubleshooting, guided creation of formulas and customization of tables and charts, provided defect workarounds, advised on upgrades, assisted with installations. ► Tools used: PeopleSoft, Salesforce.com, Webex, SQL Developer, SQL Management Studio, SQL Server Profiler, Microsoft Office, VPN, FTP.• Authored hundreds of technical and functional documents for training and issue resolution, to populate support site solution library, and stand as internal resources.• Created and presented live webinars, archived for repeated access on support website. ► Tools used: Webex (multiple products,) MS Office, SnagIT, SharePoint, MS Expression Encoder.• Knowledge Centered Support Certified Coach, mentoring and certifying peer Support Analysts/KCS Candidates.• Managed defect recreation, reporting, documentation, resolution testing before deployment. Included functionality explanations, step-by-step recreation documentation, escalation, fix progression monitoring, and thorough documentation of case progress. ► Tools used: TeamTrack, JIRA.• Collaborated with Development, Product Management, Cloud Services, Frontline Support, QA, Sales, and other internal groups, which ensured timely and accurate problem resolution.• Salesforce.com Service Cloud extended project team member providing quality assurance on an implementation for 1100+ users. Daily use post-implementation for customer case tracking.• Subject Matter Expert, testing team member, and post-implementation coach for ERMS rollout, which increased support portal customer contacts from 10% to 75% in less than a year.• Awarded the departmental ‘Silver Mouse’ in Q1, 2006, and named ‘Employee of the Quarter’ in 2012.

Scottsdale, Az, Us

San Jose, Ca, Us

• Proactively reduced customer frustration and the number of contacts into Technical Support by acting as the communication conduit between Technical Support and other departments.• Reduced incoming technical support and customer service contacts by 20%, by writing, editing and updating online documentation, as well as approving, reviewing and editing technical documents written by other agents.• Ensured accuracy and clarity of content created by Macromedia partners like Peachpit Press and Element K, and by the internal documentation department. Used customer knowledge and subject matter expertise to review and edit storyboards, tables of contents and chapter material, and informational articles.• Mentored others in the department by providing training in company processes, methods, and software applications, and by acting as a resource in person, via Instant Messaging applications and over the phone.• One of two Team Leads that adapted and optimized the processes of supporting a team. This organizational style was later adopted as a company standard.• Tested new versions of applications still in beta, to discover bugs for resolution or documentation.

San Jose, Ca, Us

• Solved and documented customer issues with the Macromedia Studio suite of software products: FreeHand, Fireworks, Flash, Dreamweaver, and Extreme 3D. Supported the Macintosh and Windows platforms by phone, newsgroup and email. • Created technical documentation for use on the official website to provide issue solutions and workarounds.• Trained other agents by presenting education sessions and creating tutorial materials. • Demonstrated and explained company software applications, and assisted trainers in classes, at conventions and trade shows like MacWorld, Siggraph, and the Macromedia User Convention.

Atlanta, Ga, Us