• Handled WhiteSource library policy violation notices to verify any license issue and security alerts related to possible vulnerabilities by creating JIRA tickets and logged details into a spreadsheet used by the product team for each violation/alert • Assisted team’s engineers to change software to licensed versions or updated software when necessary and closed JIRA tickets; Published notices of software bugs for engineers to review • Assisted in administering the monthly ‘FOSS Fund’ donation program (company gave back to the opensource community with donations) by tracking nominations, running a vote via Slack channel, and publishing results quarterly • Increased interaction with Indeed’s Hacktober contest to involve employees through an internal Hacktoberquest program, allowing them to participate with opensource projects, develop a mission, and compete for a prize • Managed departments JIRA instances, including assigning them to a team member, ushered tickets through the inbuilt Kanban board and worked with JIRA administrators for form changes

• Develop updated onboarding, off boarding, and new hire orientation processes• Manage End User testing updates to 3rd party applications as new versions are released• Develop new hiring and outreach processes in collaboration with the Recruiting department• Oversee Zenefits HR software and manage spiceworks ticketing system• Review financial position of the company and modified budgets• Revise and formulated strategic policies and evaluated overall performance• Review and modified business contracts with vendors, clients, and suppliers • Create and implement inventory control procedures

• Developed and implemented the Customer Support, Chargeback and Service Operations Departments, consisting of 2 - 12 employees who interfaced directly with customers, banks, clients, and the client support team via phone and email • Researched, implemented, and administrated over a SaaS 8x8 VoIP system, monitoring system stability, outages, and quality issues • Created and curated training documentation for both software and hardware, including a 60-page document regarding a Salesforce add-on for inventory control, a user guide for the Boca Systems ticket printer, and a series of guides on the use of Motorola hand-held scanners for ticket scanning • Gathered and maintained monthly/yearly hardware usage and cost reports that assisted in making future recommendations and purchases, as well as negotiating rates with vendors • Conducted inter-department training sessions teaching the client support and customer support teams how to use the new software • Directed QA of new releases in test environment for company website/mobile app prior to release.

• Managed all incoming Customer and Artist inquiries• Ensured QA site improvements, both pre and post implementation• Created testing plan for non-engineering staff• Provided community management for Zivity via Twitter, Ning and Zivity website• Facilitated partnership opportunities with related websites• Handled incoming resumes, including contact between recruiters, tracking applicants in process and maintained job listings.• Researched and evaluated CRM software/companies