Trudy Haley Email & Phone Number

• Answers the highest level of support tickets.
• Manages customer escalations.
• Tests for customer-reported bugs and submits bug reports.
• Coordinates with engineering to fix customer problems.
• Validates accuracy of customer-facing documentation.
• Manages LSEs (Large Scale Events) as part of a rotating schedule of managers and STSEs.

Redmond, WA

• Provided support for end-users and customers using the Pushpay platform and app over the phone and via Zendesk.
• Assisted with the design, modification, and support of custom apps.
• Updated accounts and billing details within Salesforce.
• Collaborated with other departments to resolve customer issues in a timely manner.
• Identified trending issues and escalated as needed.
• Edited, created, and updated HelpDesk articles for partners and end-users alike.

Redmond, WA

• Provided support for a variety of company wellness programs to a wide range of employees.
• Facilitated inter-department communications to resolve customer issues in a timely manner.
• Trained new team members and provided supplementary training for members of other departments.
• Identified trending issues and escalated as needed.
• Managed team escalations by finding resolutions that satisfied unhappy customers.
• Used problem-solving skills to assist other team members in finding resolutions to their own cases.

Kirkland, WA

• Provided technical support for both the PCIe and USB versions of the InfiniTV and Echo extender in both Windows 7 and Windows 8 environments, including hardware, software, and networking.
• Troubleshooted with customers over the phone, via the Kayako Ticketing System, and through GoToAssist and Teamviewer.
• Wrote, edited, and expanded HelpDesk articles and Setup Guides.
• Hand-built products for beta launch.
• Communicated with third parties to resolve customer issues.
• Used critical troubleshooting skills to resolve problems unique to a customer’s hardware and software.

• Provided technical support for consumers over the phone and set up repairs.
• Entered consumer information into an internal database and verify that information entered is correct and up-to-date.
• Maintained up-to-date knowledge on all Nintendo products and services.
• Gathered information on ongoing issues and forward it to appropriate individuals for further research.
• Submitted technical and editorial corrections to ELMO, Nintendo’s troubleshooting and procedural database.

• Interned as an assistant to science fiction author John Jackson Miller, during his writing of Star Wars: Knight Errant and the Mass Effect graphic novels.
• Wrote articles and handled data entry for The Comics Chronicles (comichron.com), a leading statistical website for the comic-book industry.
• Assisted author with social media promotion and live appearances.