• Develop software tailored to clients' work processes, including automated workflows and API integrations, to enable a seamless and efficient work environment• Specialize in Citrix Podio and Workflow Automation (GlobiFlow) implementation, utilizing my 10 years of experience to build customized software solutions with the highest quality and attention to detail

• Part of the executive leadership team• Revamped the company's Podio project management environment, vastly increasing efficiency, preventing errors, and saving hundreds of thousands of dollars in operation costs• Oversaw the IT department and directly supervised all employees on the IT team• Identified and built new software solutions to improve processes across the company• Determined the headcount requirements of the IT department and hired new staff as needed

• Oversaw all support processes to ensure a positive and cohesive support experience• Worked with product managers and developers to help shape the product roadmap based on customer feedback and on my extensive experience with the product• Continued previous duties as sole owner of help center content, responsible for keeping all articles up to date in a help center that received over 60,000 views per month• Hired and trained new support agents and provided second level support for complex technical issues as needed• Provided support for GlobiFlow, a complex automation extension for Podio

• First support employee hired for Podio• Designed support processes and built out our support team as the product grew• Handled first and second level support issues • Acted as liaison between the support team, product managers and developers• Interacted with clients via Email, Phone, Zendesk, Facebook and Twitter• Sole manager of help center content: wrote new articles as new features were released and ensured that existing articles were kept up to date

• Consistently the #1 performer in number of customer interactions across the support team of 100 agents, and consistently among the top performers in customer satisfaction• Handled up to 500 incoming customer inquiries per week via telephone, email and online chat • Resolved basic to moderately complex technical issues with Citrix software on customer machines

• Responded to customer inquiries and resolved issues via email and telephone • Provided assistance with website maintenance and other administrative tasks

• Assisted Recruiting Managers with hiring for over 50 open requisitions across 5 online startup companies • Participated in sourcing, screening & interview processes for software engineering, sales, marketing and other positions

Maintained the work schedule via scheduling appointments and expanding our client database. Prepared daily work orders, managed accounts receivable, updated payroll and acted as customer service representative for both new and existing clients.