Maya H. Email & Phone Number

Los Angeles, CA, US

• Provide Tier 2 escalated technical and application support by email and ticketing system
• Troubleshoot and resolves escalated tickets from Tier 1 support teams
• Monitor ticket tracking to ensure tickets are moving through our Support pipeline at a consistent paceEnsures all tickets requiring follow up work are resolved.
• Escalate tickets requiring a deeper dive to Tier 3 Support
• Collaborate with internal departments on best practices and workflows
• Develops documentation for internal and external support knowledge bases

• Collaborated with Editors and Head Writers to determine best work tracking and production methods
• Edited previously existing content to meet a high bar of English language fluency
• Pitched LGBTQ story ideas for new visual novel content
• Wrote final 3 chapters in one visual novel story
• Outlined story concepts for fellow writers to utilize

Greater Boston Area

• Ran daily standups meetings for multiple digital media projects
• Mediated between development team and external stakeholders
• Determined short- and long-term schedules for multiple ongoing projects
• Prioritized work for design, engineering, and QA teams through Jira boards
• Scheduled and booked rooms for candidate interviews

Greater Boston Area

• Monitored and responded to all tier 1 software support tickets on Freshdesk ticketing service
• Established new triage processes and documentation for where no convention existed
• Trained new hires on helpdesk processes and best practices
• Configured new automation rules on Freshdesk to streamline triage processes
• Produced internal- and external-facing PowerPoint presentations on ticket metrics
• Created long-term project plan to scale the helpdesk team overseas

Greater Boston Area

• Built and maintained relationships with 30-client portfolio
• Scheduled and delivered pitch calls to prospective participants in Wayfair 3D University
• Troubleshooted technical errors found on proprietary tools with clients
• Created project-level reports to summarize clients’ progress for stakeholders

Cambridge, MA

• Managed small to medium data collecting projects including scheduling and staffing
• Monitored quality of language data for new Alexa device features
• Compiled and edited conventions documents for multiple long-term projects
• Coordinated QA and bug testing for proprietary software
• Scheduled meetings with multiple teams and stakeholders across multiple time zones

Cambridge, MA

• Lead training sessions on complex, experimental workflows
• Created conventions for new data markup workflows
• Localized workflow documentation for Japanese use case
• Interviewed prospective Data Associates for several teams

Cambridge, MA

• Analyzed accuracy of text and speech data under tight deadlines
• Created and edited conventions guideline documentation
• Trained contractors and full-time employees on data mark-up methods
• Maintained up-to-date Confluence pages for streamlined, transparent communication

Waltham, MA

• Train other UDRs to create events, budgets, and inspire majors/minors and prospective students
• Facilitate discussion and cooperation between two or more academic departments for shared programming
• Hold meetings with the Dean’s Office and provide suggestions to improve the UDR program

Waltham, MA

• Acted as a mentor to current and prospective students, providing academic and career information
• Organized department events and meetings, such as Meet the Majors events
• Acted as liason between between the Fine Arts faculty and the students

Waltham, MA

• Processed and cleaned audio files
• Entered verbatim recall protocols and recall scores into spreadsheets
• Analyzed and cleaned data about cognitive ability on SPSS
• Researched articles pertaining to current studies on medicine and psychology databases

Bachelor’S Degree, Psychology And Studio Art (Painting)

Activities and Societies: Cum Laude, Dean’s List, National Society of Collegiate Scholars, Psi Chi Psychology Honors Society, Minor in.

Certificate, 3D Art & Animation