SiteGround Web Hosting

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Senior Technical Support Specialist – Remote

  • Promoted to the L2 Senior Technical Support queue after consistently solving advanced cases and proving competency with root SSH access to VPS/dedicated servers.
  • Consistently exceeded team average for total ticket counts, solved tickets, and ticket/reply ratio with low escalation rates.
  • Consistently received high customer satisfaction ratings.
  • Handled wide variety of issues including CMS/application errors, server-side issues, DNS, resource usage abuse, website migration, and billing.

World Wide Web Hosting, LLC

World Wide Web Hosting LLC logoSite5 logoBluefur logoApthost logo

Customer Support Specialist – Remote

  • Managed issues for three child brands of WWWH (Site5, BlueFur, AptHost)
  • Handled 5 concurrent chats of technical, pre-sales, and other troubleshooting nature.
  • Worked closely with remote team members to monitor Helpdesk ticket, chat, and phone volume to switch as needed for adequate coverage.

Freelance Web Development/Programming

JAR Studios logo
  • Worked with a variety of clients for website development, graphics, logos, and backend programming.
  • Occasional SEO and social media management for personal/small business websites.

Skills

5 years’ experience building and providing technical support for 300+ WordPress sites including:

  • WP CLI
  • Design
  • Optimization
  • Error resolution
  • Malware/security
  • Migration
  • WP MultiSite

Extensive experience with:

  • Error resolution
  • Migration
  • Upgrading

Extensive experience with:

  • Optimization
  • Migration
  • Error resolution
  • Magento CLI

Extensive experience with:

  • Migration
  • Error resolution
  • Drupal Multisite

Experience with:

  • PrestaShop
  • OpenCart
  • Zen Cart
  • MODX
  • Concrete5
  • TikiWiki
  • phpBB
  • SquareSpace (plus migration to WordPress)
  • Blogger migration to WordPress
  • WordPress.com site migration to WordPress.org application

Sites custom coded with Python + Jinja:

  • Custom backend for graphic designer resume website
  • Customized PHP themes (WordPress)
  • Extensive error resolution of PHP scripts (various CMS)

Custom scripts for sites built from Python, PHP, static HTML, and WordPress applications:

  • Popups
  • Text/graphic transitions
  • Accordion/tabs functionality
  • Auto-scaling of photos to real-size per screen resolution (Colibri Collection project)
  • Image/product sliders (Probiotic Well)
  • Picture-matching game functionality (Colibri Collection)
  • Altering auto-play functionality of YouTube videos (Nextvid Stopper for YouTube¬†browser extension)
  • Interactive falling snowflakes for promotional ad
  • Front-end design for Python/PHP websites
  • Various small-business static sites
  • CSS media queries for tablet and mobile responsive websites
  • HTML5 schema

Extensive work with:

  • MySQL
  • PostgreSQL
  • NDB Datastore (Google App Engine, custom database design/structure)

Used root access on variety of web hosting servers for:

  • Apache/Nginx/MySQL/other server service maintenance and troubleshooting
  • Migration of websites (rsync, scp, wget, lftp, etc.)
  • Exim/Dovecot/Spam Assassin/SpamExperts maintenance and troubleshooting
  • Handling of resource usage abuse cases (parsing logs, firewall changes, and other steps to resolve)

Extensive experience with Linux-based web hosting servers:

  • Shared, VPS/cloud, dedicated types
  • Chroot environment
  • Apache with Nginx proxy/caching
  • MySQL and PostgreSQL
  • Exim/Dovecot
  • SpamAssassin, SpamExperts, and MailChannels
  • HHMV

5 years’ experience including:

  • Setup/configuration
  • Migration with root WHM or cpmove file
  • Troubleshooting/error resolution related to underlying server issue or cPanel theme
  • Migration of non-cPanel emails to cPanel

Experience with:

  • Plesk
  • DirectAdmin
  • Virtualmin/Webmin
  • Others as used by Amazon AWS, DigitalOcean, various GoDaddy managed and Linux-based, iPage, 1&1, Dreamhost, Aruba.it, etc.
  • Social media management for small businesses (Twitter, ManageFlitter, HootSuite, Facebook)
  • Graphics/logo design

Anything I’m missing? Please ask! Chances are I’ve played with it or am eager to learn.

I never stop learning new tech or web skills.

Have questions about other experience or skills?