Hi! I'm Caleb, a

👋

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

  • Conducting in-depth research to understand our clients’ target audience and business objectives and ensure their website generates a return and has a meaningful impact for 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

  • As a Technical Support L2 at WP Engine, I was selected to help implement successful workflows and strategies from my previous role at Flywheel after the company was acquired by WP Engine
  • Assist customers with technical issues related to WP Engine’s hosting stack for WordPress sites, as well as third-party plugins and themes
  • Provide guidance with the Content Delivery Network, reverse proxies, Web Application Firewall, and other services
  • Leverage my experience as a freelancer and the founder of ReadySetSites to help differentiate server issues from development issues and guide customers in the right direction
  • 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 plugins and themes, and providing guidance to customers
  • Conducted malware scans on sites, identified the source of infection, and recommended solutions to prevent future issues
  • Pioneered 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
  • Maintained an average 98% CSAT 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 DotNetNuke, WordPress, 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
  • Stayed informed on the latest industry standards and best practices by obtaining 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 hiccups

Ready to bring your website to a whole new level? 📈

Let's chat!

Give me a shout!

If you are interested in starting a project, building a website, need some technical advice, or have any questions, feel free to fill out the form below 😁