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