{"id":3142,"date":"2017-06-29T23:33:01","date_gmt":"2017-06-29T23:33:01","guid":{"rendered":"http:\/\/cnickerson.com\/?page_id=3142"},"modified":"2024-03-09T12:10:08","modified_gmt":"2024-03-09T12:10:08","slug":"resume","status":"publish","type":"page","link":"https:\/\/cnickerson.com\/woo\/resume\/","title":{"rendered":"R\u00e9sum\u00e9"},"content":{"rendered":"<h2>Who I Am<\/h2>\n<p>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.<\/p>\n<h2>Summary of Qualifications<\/h2>\n<ul class=\"fa-ul orange\">\n<li>Documentation research, writing, and editing.<\/li>\n<li>Experience working independently and as part of a team in a remote environment.<\/li>\n<li>Customer service and onboarding with a proven track record of success.<\/li>\n<\/ul>\n<h2>Professional Experience<\/h2>\n<h3>Kinsta \u2013 (Remote): 2021 \u2013 2023<\/h3>\n<h4>Technical Documentation Creator<\/h4>\n<ul class=\"fa-ul\">\n<li>Created and edited external technical documentation based on feedback from customers and Kinsta team members.<\/li>\n<li>Generated, annotated, and edited screenshots as products evolved and new features were released.<\/li>\n<li>Participated in and became acquainted with large company projects in order to craft new or update existing documentation as required.<\/li>\n<li>Coordinated the launch of a new Help Center, including auditing, selecting, updating, and creating new content.<\/li>\n<li>Developed and improved internal processes and style guide for Help Center documentation.<\/li>\n<li>Reviewed and updated API Reference documentation using a Docs as Code workflow.<\/li>\n<li>Identified errors and submitted detailed bug reports to development teams as needed.<\/li>\n<li>Collaborated with cross-functional teams to create, edit, and refine other external documentation to improve customer experience and knowledge.<\/li>\n<\/ul>\n<h3>Flywheel \u2013 (Remote): 2018 \u2013 2021<\/h3>\n<h4>Technical Onboarding Specialist<\/h4>\n<ul class=\"fa-ul\">\n<li>Performed onboarding of enterprise customers to plan site migrations and launches.<\/li>\n<li>Effectively communicated with customers via phone calls, tickets, and emails.<\/li>\n<li>Educated customers about hosting features and Flywheel\u2019s managed WordPress hosting platform.<\/li>\n<li>Configured sites for best performance to reduce support requests and increase customer satisfaction.<\/li>\n<li>Documented internal processes and created internal troubleshooting tutorials.<\/li>\n<li>Wrote and edited external help docs and internal knowledge base docs.<\/li>\n<li>Trained and mentored new hires on migrations, troubleshooting and onboarding.<\/li>\n<\/ul>\n<h4>Tier 2 Happiness Engineer<\/h4>\n<ul>\n<li>Debugged server-side issues on WordPress sites using the command line and internal scripts.<\/li>\n<li>Assisted customers with emergency recovery of websites and investigated downtime.<\/li>\n<li>Researched and recommended solutions for features not included in managed hosting.<\/li>\n<\/ul>\n<h4>Tier 1 Happiness Engineer<\/h4>\n<ul>\n<li>Assisted customers with questions about their sites and managed hosting.<\/li>\n<li>Communicated clearly with customers of varying backgrounds and skillsets via tickets and chat.<\/li>\n<li>Answered questions and resolved issues related to WordPress, website emails, and SFTP.<\/li>\n<\/ul>\n<h3>Dr. Sears Wellness Institute \u2013 Englewood, CO (Remote): 2017<\/h3>\n<h4>Freelance Web Developer<\/h4>\n<ul class=\"fa-ul\">\n<li>Updated, maintained, and created multiple WordPress sites, including subsites in Multisite Networks.<\/li>\n<li>Researched and implemented solutions and custom code for feature requests and additional functionality.<\/li>\n<li>Updated tutorials for WordPress end users\/site owners.Troubleshoot and resolve email, connection, and site layout issues.<\/li>\n<li>Redesigned and recoded a customized theme for a large WordPress website.<\/li>\n<\/ul>\n<h3>InMotion Hosting \u2013 Virginia Beach, VA &amp; Remote: 2010 \u2013 2017<\/h3>\n<h4>Web Design Technical Team Lead: 2013 \u2013 2017<\/h4>\n<ul class=\"fa-ul\">\n<li><i class=\"fa-li fa fa-cog\"><\/i>Investigated and resolved problems with WordPress, WooCommerce, and HTML websites.<\/li>\n<li><i class=\"fa-li fa fa-cog\"><\/i>Prepared project scopes and estimates for additional requests.<\/li>\n<li><i class=\"fa-li fa fa-cog\"><\/i> Trained and mentored team members in best practices for coding, site setup, project management, and content organization.<\/li>\n<li><i class=\"fa-li fa fa-cog\"><\/i>Coached team members in identifying and implementing code for design and\/or functionality requests.<\/li>\n<li><i class=\"fa-li fa fa-cog\"><\/i>Educated team members and clients regarding functionality and plugins.<\/li>\n<li><i class=\"fa-li fa fa-cog\"><\/i>Overhauled private department WordPress site for internal documentation of workflows, policies, tutorials, etc.<\/li>\n<\/ul>\n<h4>Designer II: 2012\u00a0\u2013 2013<\/h4>\n<ul class=\"fa-ul\">\n<li><i class=\"fa-li fa fa-cog\"><\/i>Design, coding, and launch of WordPress, OpenCart, and HTML sites.<\/li>\n<li><i class=\"fa-li fa fa-cog\"><\/i>Project management of multiple simultaneous accounts from initial design through launch.<\/li>\n<li><i class=\"fa-li fa fa-cog\"><\/i>Educated clients on best practices for usability, SEO, and site optimization.<\/li>\n<li><i class=\"fa-li fa fa-cog\"><\/i>Trained clients to become proficient with WordPress.<\/li>\n<\/ul>\n<h4>Customer Community Team: 2011 \u2013 2012<\/h4>\n<ul class=\"fa-ul\">\n<li><i class=\"fa-li fa fa-cog\"><\/i>Increased website traffic to support center by writing clear and informative support articles.<\/li>\n<li><i class=\"fa-li fa fa-cog\"><\/i>Assisted customers and site visitors with web hosting and associated questions.<\/li>\n<li><i class=\"fa-li fa fa-cog\"><\/i>Improved customer satisfaction by beta testing and documenting bugs on new Support Center prior to launch.<\/li>\n<\/ul>\n<h4>Tier 1 Technical Support: 2010 \u2013 2011<\/h4>\n<ul class=\"fa-ul\">\n<li><i class=\"fa-li fa fa-cog\"><\/i>Balanced multiple tasks to quickly decipher and respond to customer requests.<\/li>\n<li><i class=\"fa-li fa fa-cog\"><\/i>Efficiently answered a myriad of web hosting technical questions.<\/li>\n<li><i class=\"fa-li fa fa-cog\"><\/i>Resolved customer complaints to minimize supervisor escalations and thrill customers.<\/li>\n<\/ul>\n<h3>Independent Contractor \u2013 Virginia Beach, VA &amp; Remote: 2009 \u2013 2010<\/h3>\n<h4>Freelance Web Designer and IT Consultant<\/h4>\n<h3>Hagemeyer North America \u2013 Charleston, SC &amp; Remote: 2007 \u2013 2009<\/h3>\n<h4>Data Consultant &amp; Catalog Production Assistant<\/h4>\n<h3 class=\"mt-4\">&#8216;Net Profits, Inc. \u2013 Virginia Beach, VA: 2005 \u2013 2007<\/h3>\n<h4>Marketing Assistant\/Web Designer<\/h4>\n<h3 class=\"mt-4\">Eimskip Logistics \u2013 Virginia Beach, VA: 2004 \u2013 2005<\/h3>\n<h4>Export Specialist<\/h4>\n<h3 class=\"mt-4\">Integrated Logistics 2000 \u2013 Virginia Beach, VA: 2003 \u2013 2004<\/h3>\n<h4>Logistics Planner<\/h4>\n<h2 class=\"mt-4\">Education &amp; Certifications<\/h2>\n<ul class=\"fa-ul\">\n<li><i class=\"fa-li fa fa-cog\"><\/i>A.A.S. Degree \u2013 Information Systems Technology<\/li>\n<li><i class=\"fa-li fa fa-cog\"><\/i>Certificate \u2013 Web Development Specialist<\/li>\n<li><i class=\"fa-li fa fa-cog\"><\/i>CIW Professional<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>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. 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