Who I Am
I am a dedicated documentarian, troubleshooter, and problem solver who loves helping others. I have an innate curiosity and passion for finding solutions while learning new things and expanding my skills.
Summary of Qualifications
- Documentation research, writing, and editing.
- Experience working independently and as part of a team in a remote environment.
- Customer service and onboarding with a proven track record of success.
Professional Experience
Kinsta – (Remote): 2021 – 2023
Technical Documentation Creator
- Created and edited external technical documentation based on feedback from customers and Kinsta team members.
- Generated, annotated, and edited screenshots as products evolved and new features were released.
- Participated in and became acquainted with large company projects in order to craft new or update existing documentation as required.
- Coordinated the launch of a new Help Center, including auditing, selecting, updating, and creating new content.
- Developed and improved internal processes and style guide for Help Center documentation.
- Reviewed and updated API Reference documentation using a Docs as Code workflow.
- Identified errors and submitted detailed bug reports to development teams as needed.
- Collaborated with cross-functional teams to create, edit, and refine other external documentation to improve customer experience and knowledge.
Flywheel – (Remote): 2018 – 2021
Technical Onboarding Specialist
- Performed onboarding of enterprise customers to plan site migrations and launches.
- Effectively communicated with customers via phone calls, tickets, and emails.
- Educated customers about hosting features and Flywheel’s managed WordPress hosting platform.
- Configured sites for best performance to reduce support requests and increase customer satisfaction.
- Documented internal processes and created internal troubleshooting tutorials.
- Wrote and edited external help docs and internal knowledge base docs.
- Trained and mentored new hires on migrations, troubleshooting and onboarding.
Tier 2 Happiness Engineer
- Debugged server-side issues on WordPress sites using the command line and internal scripts.
- Assisted customers with emergency recovery of websites and investigated downtime.
- Researched and recommended solutions for features not included in managed hosting.
Tier 1 Happiness Engineer
- Assisted customers with questions about their sites and managed hosting.
- Communicated clearly with customers of varying backgrounds and skillsets via tickets and chat.
- Answered questions and resolved issues related to WordPress, website emails, and SFTP.
Dr. Sears Wellness Institute – Englewood, CO (Remote): 2017
Freelance Web Developer
- Updated, maintained, and created multiple WordPress sites, including subsites in Multisite Networks.
- Researched and implemented solutions and custom code for feature requests and additional functionality.
- Updated tutorials for WordPress end users/site owners.Troubleshoot and resolve email, connection, and site layout issues.
- Redesigned and recoded a customized theme for a large WordPress website.
InMotion Hosting – Virginia Beach, VA & Remote: 2010 – 2017
Web Design Technical Team Lead: 2013 – 2017
- Investigated and resolved problems with WordPress, WooCommerce, and HTML websites.
- Prepared project scopes and estimates for additional requests.
- Trained and mentored team members in best practices for coding, site setup, project management, and content organization.
- Coached team members in identifying and implementing code for design and/or functionality requests.
- Educated team members and clients regarding functionality and plugins.
- Overhauled private department WordPress site for internal documentation of workflows, policies, tutorials, etc.
Designer II: 2012 – 2013
- Design, coding, and launch of WordPress, OpenCart, and HTML sites.
- Project management of multiple simultaneous accounts from initial design through launch.
- Educated clients on best practices for usability, SEO, and site optimization.
- Trained clients to become proficient with WordPress.
Customer Community Team: 2011 – 2012
- Increased website traffic to support center by writing clear and informative support articles.
- Assisted customers and site visitors with web hosting and associated questions.
- Improved customer satisfaction by beta testing and documenting bugs on new Support Center prior to launch.
Tier 1 Technical Support: 2010 – 2011
- Balanced multiple tasks to quickly decipher and respond to customer requests.
- Efficiently answered a myriad of web hosting technical questions.
- Resolved customer complaints to minimize supervisor escalations and thrill customers.
Independent Contractor – Virginia Beach, VA & Remote: 2009 – 2010
Freelance Web Designer and IT Consultant
Hagemeyer North America – Charleston, SC & Remote: 2007 – 2009
Data Consultant & Catalog Production Assistant
‘Net Profits, Inc. – Virginia Beach, VA: 2005 – 2007
Marketing Assistant/Web Designer
Eimskip Logistics – Virginia Beach, VA: 2004 – 2005
Export Specialist
Integrated Logistics 2000 – Virginia Beach, VA: 2003 – 2004
Logistics Planner
Education & Certifications
- A.A.S. Degree – Information Systems Technology
- Certificate – Web Development Specialist
- CIW Professional