Hi! I'm Caleb, a

👋

Customer Satisfaction

Linux System Administration (including BASH scripting)

Microsoft Office Suite

PHP

CSS

JavaScript (jQuery, Node.js)

MySQL / Database Admin

Python

Assist our creative entrepreneurs, designers, and agencies with their WordPress website(s) via live chat, tickets, and phone
Narrow down third-party plugin/theme issues and direct our customer to the appropriate developer
Scan sites for malware, inform customer on how the site got infected, and recommend any applicable solution to prevent further malware issues
Starting in June of 2021, I piloted the start of our chat escalations team
Helped frame a streamlined approach to escalating a chat, including steps to inform the L1 Chat Engineer on how the issue was ultimately resolved, further educating our team and reducing escalated chats
… and bring a smile to every face, achieving an average 98% CSAT score

Helped maintain over 2,500 servers (Windows Server and CentOS), which hosted web applications, DNS, and email systems
Diagnosed email server sending/receiving errors, as well as issues related to open-source content management systems: DotNetNuke, WordPress, Joomla, and custom web applications
Advocated common customer suggested features for Control Suite, our in-house server management software
Tested new releases of Control Suite to achieve quality assurance before the application reached our production servers
Trained in PCI DSS and High Availability hosting environments

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