Who I Am

I am a dedicated 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

  • Customer service with a proven track record of success.
  • Experience working independently and with a team in a remote environment.
  • Content and documentation writing and editing.

Professional Experience

Flywheel – (Remote): 2018 – Present

Technical Onboarding Specialist

  • Onboarding of customers to plan site migrations and launches.
  • Effectively communicate with customers via phone calls, tickets, and emails.
  • Educate customers about hosting features and Flywheel’s managed WordPress hosting platform.
  • Configure sites for best performance to reduce support requests and increase customer satisfaction.
  • Write and update internal tutorials for processes and troubleshooting.
  • Mentor new hires on migrations and troubleshooting.

Tier 1 and Tier 2 Happiness Engineer

  • Assisted customers with questions about their sites and managed hosting.
  • Communicated clearly with customers of varying backgrounds and skillsets via tickets.
  • Troubleshoot and resolve issues related to website emails, SFTP, downtime.
  • Debugged performance issues related to PHP and/or WordPress sites using the command line and internal tools.
  • Researched and recommend solutions (usually plugins) for features not included in managed hosting.

Dr. Sears Wellness Institute – Englewood, CO (Remote): 2017

Freelance Web Developer

  • Maintenance and updates of multiple WordPress sites.
  • Researching and implementing solutions for feature requests.
  • Custom code for additional functionality.
  • Updates, maintenance, and new site builds in multisite networks.
  • Troubleshoot and resolve email, connection problems, site layout issues.
  • Rewrite of tutorials for WordPress end users/site owners.
  • Redesign and recoding of 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.

Hagemeyer North America – Charleston, SC & Remote: 2007 – 2010

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