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- Serve as first point of contact for customer technical issues- Reproduce SQL database synchronization and software errors to find solutions for customers- Created Python scripts to test SMTP response against customer and test email servers- Setup single node Hadoop Cluster to analyze server logs with Apache Pig

• Provided support for business partners and customers relating to licensing, sales, company information and outage notifications• Primary contact for level 1 technical support for Atlassian OnDemand (SAAS based service) customers• Worked closely with Atlassian support engineers and internal systems team to report and resolve major system outages • Helped create new guidelines for directing existing customers to support engineers for technical assistance and trained Customer Advocacy team on its usage, which helped to reduce response time of engineers on customer cases and improve overall customer experience• Conducted pre-sales for customers, answering specific questions about Atlassian software (specifically JIRA, JIRA Agile, and Confluence) functionality, usage, and best practices.

• Responsible for training new technicians on the use of our software platform • Served as the point of contact for over 100 technical support independent contractors• Managed several online databases using Salesforce, Google Docs and the SupportSpace.com back endCertification Webinars- Lead webinars for up to 5 technicians on the various technical aspects and feature of our company’s software- Conducted testing to determine whether or not a technician me the certification requirements Quality Assurance- Reviewed all testing materials for the correct usage of grammar, spelling, sentence usage and accuracy- Performed black box QA testing for flash based web contentRecruiting and Outreach- Reviewed incoming resumes and contacted qualified individuals about technical support positions with SupportSpace- Reached out to technical training schools to build lasting working relationships, resulting in a large influx on qualified computer support personal willing to work as contractors

• Lead weekly conversational English class to Middle Eastern immigrants • Lead teaching of high school level science class for GED Program• Assist GED program manager with high school level mathematics class

• Assisted in the proofreading and editing of publications and memos• Conducted extensive research on several projects as directed by the Executive Director• Designed, implemented, and supervised three distinct community initiatives:Summer Youth Employment - Helped bring in 30+ local businesses and organizations (including Government offices, museums and local businesses) as employment partners for the program; personally worked with 12 different locations for duration of program- Worked with New York City Department of Youth and Community Development to process documentation - Interacted with local high school students to match them with summer employment opportunities at participating businessesEducational Outreach- Supervised outreach to populations eligible for TANF (Temporary Assistance for Needy Families) - Worked with immigrant population to help develop and improve language and job skills necessary for work - Interpreted state and federal documentation, summarizing key points for office employees, immigrants and asylum seekersBusiness Chinese Language Class- Supported Ex. Director and language teachers in designing a more comprehensive curriculum- Conducted competitive intelligence surveys at neighboring language school

• Computer technical support for managers and office staff• Provided administrative support to doctors –scheduling, filing, correspondence, and logistical support• Designed and implemented new patient filing system