Automattic Inc. / Happiness Engineer
Aug 2017 – Jan 2023, Austin, TX and Seattle, WA (Work from home)
This position was a customer support role where I supported a wide variety of users of our WordPress.com product. This role consists of providing email and chat support for our users regarding the use of our hosting service, account and billing management, as well as website-building advice.
Key Responsibilities
| ● Providing email and chat support to customers | ● Onboarding new team members |
| ● Submitting bug reports to our product team | ● Providing Feedback to coworkers |
| ● Creating and presenting lessons for subject areas that I had mastered | ● Learning newly released software features on a weekly basis |
WP Engine / Enterprise/Premium Support Technician
Feb 2015 – Jun 2017, Austin, TX
I provided email, chat, and phone support to WP Engine’s top-tier customers. This role consisted of troubleshooting issues specific to our WordPress-centric hosting platform, including issues with the WordPress software itself as well as coordinating with our system administration and account management teams. I was also tasked with teaching new support staff the use of the Multi-site function of WordPress.
Key Responsibilities
| ● Providing phone, email, and chat support to customers | ● Onboarding new team members |
| ● Collaborating with system engineers and account managers | ● Teaching multi-site WordPress to coworkers |
WP Engine (continued) / SMB Support Technician
July 2014 – Feb 2015, Austin, TX
At the first level of customer support, we were the first point of contact for any customers who were utilizing our WordPress-specific hosting services via our phone, live chat, and email support. Issues they may have come to us with span everything from migrating their site to our servers to server outages to product add-on requests such as CDN or SSL to billing-related requests.
Hewlett-Packard / Lead of Field Diagnostics Team for HP Proliant Servers
Nov 2012 – July 2014, Spring, TX
As lead of the diagnostics team, I validated Insight Diagnostics and Service Proliant Pack software on most HP server product offerings.
Key Responsibilities
| ● Managing a small team’s workflow | ● Working with overseas developers/integrators |
| ● Developing testing plans | ● Tracking performance data of the 4 server labs around the world |
Personal Projects
Doodle Dudes / Founding Organizer
Nov 2012 – July 2014, Spring, TX
For the last 8 years, I have helped manage an artist meetup consisting of over 1,500 online members
Education
Sam Houston State University
Bachelor of Fine Arts in Photography
Jan 2024 – Present
Huntsville, TX
Lone Star College – Tomball
Associate of Liberal Arts in Teaching
Jan 2023 – Dec 2023
Tomball, TX
Associate of Liberal Arts
Aug 2004 – Dec 2008
Tomball, TX
Awards & Accomplisments
AAT Distinguished Academic Achievement Award
Culture Club Award (WP Engine)
33 hours of classroom observations
President of Future Teachers Club