LinkU Systems is a company that creates and hosts websites across the country for real estate agents and small businesses. Partially through my employment with them, they shifted focus away from small businesses to focus on their real estate market. Near the end of my time with them, they shifted their focus from selling websites, to selling marketing packages, with the websites included as a free bundled incentive.

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September 2014 – April 2018 (3 years and 8 months)

• answering calls from clients with issues or questions
• responding to emails from clients with issues or questions
• assigning tasks intended for other departments to those individuals
• assigning tasks to people in my department based on skill level and area of expertise
• completing more difficult tasks escalated to me from within my department
• following-up with coworkers about tasks assigned to them
• following-up with clients about completed work orders, or questions regarding submitted work orders
• setting up new websites for clients
• applying new code to clients' websites to correct errors, or personal preference
• making changes, corrections and improvements in operation to code for employee database for managing client accounts and requests
• answering all billing-related questions
• running credit cards over the phone to bring accounts up-to-date on payments
• changing package types, and adding/removing services, adjusting access and billing as necessary
• helping clients assign DNS changes to their personal domain names to get email and website running properly
• assisting clients in troubleshooting email issues remotely
• assisting clients in configuration of email to desktop or mobile email client
• acting as point-of-contact with third-party product vendors
• checking mobile-friendliness of page content and giving price quote according to work required for responsive conversion
• creating custom html elements for websites like quick searches for listings, contact forms with custom fields, and custom buttons or other elements
• quoting and charging for custom work of the nature mentioned above
• converting all emails and phone voicemails from after-hours mailbox to preferred point of contact within proprietary ticketing system
• making miscellaneous html tools to help both employees and management fulfill daily tasks faster
• writing articles and producing/editing videos for online knowledge base for clients and employees alike
• setting up statistic software for tracking clients' webpage traffic
• managing online live chat with clients sometimes during phone calls with other clients
• ordering and setting up domain names for clients through third party vendor
• ordering and setting up/configuring 'IDX' online listing search management software for clients
• designing and sending to print business cards for clients in Adobe PhotoShop based off of their specifications
• utilizing custom jquery scripts to bypass template uniformity and provide the client with a customized design to their specifications
• configuring website shopping carts, as well as payment integration and product configuration
• using FTP software to manage code directly on custom sites not using a template
• configuring new hardware around the office for use with new employees
• answering and return after-hours emails and phone calls during weekends/holidays upon request from management
• running spell-check/grammatical check for all outgoing email blasts from the company

I was promoted to head of the department within the first six months of working there, and at 15 months, had received an award congratulating my “above and beyond” customer service, and extracurricular academic prowess and contributions towards bettering the platform.

Upon leaving, my last week was spent creating an extensive automation process for creating new accounts. It was a relatively new addition to our process, as the sites sold with the marketing packages had very similar customization settings, with just a few changed variables. It was deemed impossible to integrate with our current system by both the designer, and the CEO, (who built the system.) I was able to build it out, and took a 45 minute site setup down to less than one minute for every new account.

The oportuinty presented itself to work for a small business in tech support and writing code. I've always been the go-to tech support among friends and family anyways, and thought that a desk job in an office of about 30 sounded better than the retail store focused on selling things I had no interest or knowledge in, and an impersonal staff of hundreds in a single store. I felt like I was getting my first adult job, and it was for doing something that I did for free as a hobby anyways.

In a competitive market, after shifting focuses, money was tight, and the future uncertain. Hours were being cut for many, and others were being laid off. I stepped down in order to get a job with less stress, both financially, and in terms of responsibility. The decision was mutual, as neither managment nor the employees were sure of the financial future of the company. There's always a concern with small businesses, so I got a job in a company that would be around for the forseeable future, giving them the ability to free up some money from payroll.