* Instrumental in the planning, design, implementation, and management of intranet used by 4000+ users/day across 85+ facilities and 5 business groups, working closely with senior leadership to develop resources for multiple departments* Developed several web-based applications for company intranet using Javascript/jQuery, PHP/MySQL, JSON, AJAX, including: - Office supplies request board, utilizing MySQL database and leveraging Active Directory security - Multiple incident/log tracking and reporting tools; replacing static Excel workbooks, the reporting tools are used by administrators to save detailed events, conduct any combination of field searches, and create formatted and detailed reports with the click of a button - News widgets with individual admin sections for each department to allow dept heads to easily add and manage their own news postings with a simple form (php/MySQL, jQuery, Active Directory security) - External vendor management system, allowing IT team to automatically assign employee ID numbers, manage permissions, activate/deactivate a user, and create detailed vendor reports from any combination of search criteria - Implemented a Javascript calendar with JSON and MySQL to manage employee time off requests - Created custom RSS feed readers for multiple departments using PHP and XML* Organized training & wrote extensive documentation for rollout of iPads for nurses and administrators at 3 facilities; led training groups at each rollout

* Blackjack, Three Card Poker, Ultimate Texas Hold 'em, Let it Ride, Texas Hold 'em Bonus, Mississippi Stud, Four Card Poker

• Hired, trained, and managed department of 4 English and 6 international language CS reps across three virtual world properties• Performed technical troubleshooting and quality assurance of user accounts and gaming world in multiple desktop environments; worked with QA, production, and programming teams to resolve user technical and account issues• Identified problem areas in systems related to user experience/customer support and worked with managing producers to implement new procedures, systems and workflows with proposals, wireframes, analyses of impact, and resource estimates• Created written customer service policies, procedures, and full training documents covering 75+ unique user service situations for all three Nick virtual world properties, including full reference materials for internal support and monitoring systems• Wrote over 500 scripts currently used by multiple service teams, as well as hundreds of user-facing knowledgebase entries• Expanded CS department from covering one Nick virtual property to three, totaling 30+ million active users, including international support in 6 languages• Compiled daily and monthly reports; presented status and trends of customer support to VP stakeholders• Calculated and presented projections for departmental staffing and allocation needs• Worked in Agile Scrum environment with production teams to represent email/tech support interests• Experienced with JIRA for bug tracking and reporting with technical support and development teams• Specialized in premium support for virtual currency and membership customers, including systems to work with billing and other sensitive information, totaling over 100,000 paying users across the three propertiesSkills: Interdepartmental Organization and Communication, Customer Support, Content Writing, Project/team leadership, Technical Writing, Agile Project Management, Customer Service Skills Training, Hiring and Training Personnel, Problem Solving, Microsoft Office Excel

• Provided support to Neopets virtual world users, averaging 700-900 emails sent per day• Trained on 30+ systems to investigate cheaters, scammers and hackers• Assisted marketing department, managing in-store merchandise customer supportSkills: Problem Solving, Customer Support, Typing and data entry, Writing

* Compiled complete inventory list using Microsoft Excel* Designed company website using Adobe Fireworks and Dreamweaver* Strengthened customer service and retail management skillsSkills: Microsoft Office Excel, Customer Service

* Audited daily transactions and store inventory* Ran all daily business operations (opening/closing/inventory management/bank transactions) on days I was only employee working* Strengthened phone and on-the-floor customer service skills* Participated in the planning and implementation of weekend children's programsSkills: Customer Service, Event Organization, Retail Management