Technical Strengths
WordPress Development (plugins and themes)
Front-end (HTML/CSS/JavaScript/jQuery)
Back-end (PHP/Node.js)
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
Founder, Web Developer
2022 - current
ReadySetSites
- Manage the entire web presence for over 20 companies and brands
- Deeply understand our clients’ 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 clients’ specific needs and preferences
- Developing 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
- Conducted malware scans on sites, identified the source of infection, and recommended solutions to prevent future issues
- Maintained an average 98% Customer Satisfaction score and delivered outstanding customer service
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 ran 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
