Halo

• Communication & Collaboration: I address player-reported issues by coordinating with the development team, ensuring that player reports are clearly understood and acted upon efficiently (during and outside release periods). This role requires careful assessment of player-submitted tickets, from which I extract and relay crucial details to developers.

 

• Leading Daily Triage Meetings: I spearhead daily triage meetings, managing the assessment and assignment of new player-reported issues using Azure DevOps. I focus on ensuring clarity and completeness of information, including reproduction steps, platform details, and severity assessments, to facilitate quick resolution by developers.

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• Process Creation: I designed a pre-triage process that prepares player reports for efficient review during meetings, significantly reducing information-gathering time and allowing the team to focus on addressing issues quickly. Additionally, I established a communication protocol to brief support agents on Halo Infinite's weekly multiplayer playlist refreshes, ensuring they are well-prepared to address player inquiries regarding playlist changes.

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• Process Refinement: I enhanced our quarterly audit process by defining clear criteria for active issue buckets and prioritizing them for review. Utilizing custom ADO queries, I efficiently audit player-reported issues in both ADO and Zendesk. My refinements include detailed summarization of audit reports with relevant statistics to track resolution efficiency.

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• Agent Readiness: I ensure support agents are well-prepared for upcoming Halo Infinite and Halo: The Master Chief Collection releases and events. I provide detailed information and documentation on content updates, in-game events, hotfixes, Twitch Drops, DE&I giveaways, and weekly playlist refreshes. This proactive communication strategy prepares agents to handle player issues as they arise effectively.

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• Documentation: I develop and update documentation for new and existing processes, enhancing our team's knowledge base across Confluence, SharePoint, and OneNote. My efforts ensure that information is accurate and accessible, supporting continuous improvement and efficient knowledge transfer.