Hi! I'm Caleb, a

👋

Technical Strengths

WordPress Development (plugins and themes)

Front-end (HTML/CSS/JavaScript/jQuery)

Back-end (PHP)

Server Management (LAMP/LEMP stacks)

Web performance optimization

Cross-browser compatibility

API integration

Website Security

Git / Versioning Control

MySQL / Database Admin

Search Engine Optimization

Soft Skills

Communication

Problem-solving

Active listening

Work ethic

Attention to detail

Collaboration, teamwork, mentoring

Creativity

Empathy

Adaptability

Critical thinking

Leadership

Customer Feedback

It’s been a pleasure helping thousands of customers throughout the span of my career. Here’s some of the recent customer feedback that underscores my commitment to providing friendly and effective support, and fostering positive client relationships.

Super helpful! Resolved the issue we found in minutes.

Caleb was absolutely wonderful - he clearly knows the ins and outs of WP/Wpengine and has a deep understanding of how services work - very thorough and professional

Caleb got to my question right away and did a great job getting this done for me. I know this was a minor thing, but it's so frustrating to not get help with the smaller things. Normally, I just get sent documentation and told good luck. I really appreciate Caleb going the extra mile. Thanks!

Caleb L. was great! They helped me discover an issue that will greatly increase our sites speeds and fix issues we were having for probably years without knowing. Thank you again Caleb!

Caleb was very helpful and patient.

2022 - current

ReadySetSites

Manage the entire web presence for over 20 companies and brands
Deeply understand our client’s target audience and business objectives to ensure their website generates a return and has a meaningful impact on their business
Creating custom WordPress themes and plugins that are designed to meet our client’s specific needs and preferences
Develop innovative solutions to automate our clients’ workflows and optimize their website’s performance
Providing ongoing website support and hosting management to ensure the website is always up and running smoothly

Technical Support L2

2023 - current

WP Engine

Selected to help implement successful workflows and strategies from my role at Flywheel after the company was acquired by WP Engine
Assist customers with technical issues related to WP Engine’s LAMP hosting stack for WordPress sites, as well as third-party plugins and themes
Troubleshoot issues related to caching layers, Content Delivery Networks, reverse proxies, Web Application Firewall, and other services
Contribute to internal tooling to increase technician efficiency and enhance the overall customer experience

Senior Happiness Engineer

2021 - 2023

Happiness EngineeR

2018 - 2021

Flywheel

Resolved customer inquiries via live chat, tickets, and phone
Diagnosed and narrowed down issues related to third-party WordPress plugins and themes
After being promoted to Sr. Engineer in 2021, I led the chat escalations team and framed a streamlined approach for escalating chats, resulting in a more efficient process for resolving customer issues and improving team performance
In 2022, I was the recipient of the SOAR Standing Ovation Award and was recognized for my focus on customer satisfaction
Conducted malware scans on sites, identified the source of infection, and recommended solutions to prevent future issues
Maintained an average 98% Customer Satisfaction score throughout my entire tenure

Customer Support Systems Administrator

2015 - 2018

Managed.com

Collaborated with a team to maintain over 2,500 servers, including Windows Server and CentOS, ensuring web applications, DNS, and email systems run smoothly for clients
Quickly diagnosed and resolved email server errors, as well as issues with open-source content management systems such as WordPress, DotNetNuke, Joomla, and custom web applications to minimize downtime and optimize server performance
Advocated for customer-suggested features for Control Suite, our in-house server management software, helping to improve its functionality and enhance the user experience
Conducted thorough testing on new releases of Control Suite for quality assurance before deploying on production servers, reducing the likelihood of issues and minimizing the risk of downtime for clients
Received certifications in PCI DSS and high-availability hosting environments

Customer Support

2013 - 2015

Weebly

Supported over 30 million customers in the success of their online endeavors
Responded to customer requests in a timely, respectful, and presentable manner
Diagnosed issues related to Weebly’s editor app, and helped the Product team recreate and track down UI conflicts related to custom HTML/JavaScript
Assisted customers with issues related to domain configuration, HTML, CSS, and other front-end-related inquiries