• Developing enhancements for the look and feel of both Jira and Confluence to better suit corporate standards and internal needs• Custom creation of workflow specifications, screens, and processes within the tools • Managing and effectively resolving any end user issues with Jira and Confluence across all departments• Perform analysis on application usage for evolving the product • Close work with internal development as well as user management for Jira and Confluence• Facilitate training for Jira and Confluence and internal support documentation as well as quarterly travel to San Francisco office for any in person assistance and training• Yearly attendance to Atlassian product summit for enhancements, education and plugin applications• Help defining the roadmap for applications and process for the long term

• Triage and prioritize site issues as well as research best fix/resolution for issues on Yellowpages.com• Front end support for site issues and fix timeframes for all customer care groups• Collaborate with all core technical groups for resolution to issues and knowledge of upcoming releases that could potentially impact end user experiences or revenue• Metric reporting for PMO and ELT meetings • Facilitate training for Jira and Confluence as well as working• Continual enhancements and updates to documentation and process improvements

• Worked closely with Internet Sales Managers on the fulfillment of customer orders and issue resolution with two of the top producing national marketing agencies for Yellowpages.com• Processed orders, as well as handling cancellation and change requests on nationally based products. • Provided a daily and weekly report on all incoming orders and issues effecting the supported Internet Sales Managers and the Certified Marketing Representatives• Answered a low volume of National Sales in queue phone calls for client effecting issues

• Assisted with launch of new system and becoming Sarbanes-Oxley compliant• Posted Financial Data and Control report analytics, maintained upkeep of website information • Provided technical support for end users and direct liaison with the database administrator• Maintained employee records; as well as core display information for end users• Maintained upkeep of policies and procedures; process improvement • Conducted quarterly training sessions for end user interface

• Special project position, designed for the exhausting of a client interface system• Answered inbound calls at an internal help desk• Provided client support and managed a variety of incidents through a ticketing system• Troubleshooting database problems

• Answered inbound calls from members for customer service and billing issues• Provided exceptional customer service for V.I.P. and high profile members• Managed special projects as delegated from supervisor and escalation calls during busy hours