Experience
Customer Satisfaction
Linux System Administration (including BASH scripting)
Microsoft Office Suite
PHP
CSS
JavaScript (jQuery, Node.js)
MySQL / Database Admin
Python


Technical Support L2
2021 - current
Happiness EngineeR
2018 - 2021
Flywheel
- 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

Support and System Administration
2015 - 2018
Managed.com
- 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

Customer Support
2013 - 2015
Weebly
- 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