• Provide exceptional customer service while assisting clients with issues via a live text-based chat and a ticket system.
• Determine the source of the issue and provide a resolution to increase customer satisfaction.
• Read server logs, ping servers, perform trace routes, edit configuration files, etc. to effectively track down the issue.
• Create and maintain help desk documentation to ensure accurate information.
• Provide support and resolve problems to the end-user's satisfaction in a timely manner.
• Monitor and respond quickly and effectively to requests received through the chat or ticket system.

• Utilize extensive organizational skills to manage a remote team of 10 assistants.
• Monitor progress, suggesting improvements and ensuring each assistant’s work meets quality standards.
• Coach each assistant in setting a personal goal for their work and in meeting that goal.
• Discuss progress with assistants each month to provide guidance on their progress.

• Effectively utilized front-end development with client-side validation.
• Successfully met with clients to discuss projects and gather requirements.
• Brainstormed the technical and workflow solutions with clients and developers.
• Defined development tasks and provided time estimates to aid in scheduling.

• Efficiently monitored progress against task estimates to provide status to managers and project stakeholders and to ensure the project was on track for the expected completion date.
• Translated specifications and/or requirements into code to complete more complex changes.
• Recognized code, process and/or standard inefficiencies and made suggestions for improvement, if applicable.
• Proactively provided documentation to support program changes.