• Responsibilities expanded to include supporting chats, calls, and tickets with enterprise level clients while working remotely
• Monitored enterprise and premium customer’s dedicated servers during events for load spikes, server errors, or other oddities and reached out to the client
• Scheduled and performed automatic server upgrades/downgrades
• Handled escalated chats, calls, and tickets from L1s and L1As
• Created internal tickets to the engineering team for platform related bugs and improvements after working closely with the Network Operations (NOC) team
• Gained advanced knowledge of WPE’s platform architecture including differences between AWS and GCP server offerings
• Assisted onboarding new enterprise and premium clientele alongside the dedicated onboarding team to setup customers for success
• Helped customers enable account API access, generate credentials, authenticate, and make calls to available endpoints
• All of the above in addition to the tasks of my previous positions as L1 & L1A

• Supported premium customers via live chat, tickets and phones
• Gained additional access to use more complex SSH & WP-CLI commands
• Handled internal migrations and account reparenting
• Assisted other tech support agents with help as needed
• Worked closely with the billing team for invoice assistance
• Activated accounts and restored backups as needed
• Helped assist with the Genesis framework and StudioPress themes
• All of the above in addition to the tasks of my previous position as L1

• Worked with customers over live chat, phones, and tickets using Zendesk
• Scope of issues ranged from troubleshooting WordPress site issues, NGINX server problems, SSH and Git connections, MySQL database queries, DNS configurations, caching solutions, billing inquiries, onboarding customers, assisting with website migrations, and general account management
• Utilized the Linux command line and WP-CLI commands
• Helped set up redirects with regex
• Advanced knowledge of various system services such as Apache, Nginx, MySQL, WordPress, DNS, and SSLs
• Documented issues including problem summary, replication steps, troubleshooting steps, and resolution as needed
• Worked interdepartmentally using Slack to communicate and resolve customer needs
• Assisted with keeping internal and external technical documentation accurate
• Escalated issues to higher levels of support as needed, as well as set customer expectations for follow-up and resolution

• Managed training for the following ASO brands: arvixe.com, asmallorange.com, seohosting.com, and hostnine.com
• Used Indesign, Photoshop, Microsoft Word, and Google Docs to create technical documentation and guides
• Utilized Jira to manage projects and tasks
• Coached trainers and delivered constructive feedback
• Developed new hire and continuing education curriculum
• Conducted webinars to assist in training international web advisors
• Responsible for the internal knowledge base using Confluence
• Generated trainees’ initial logins for internal systems

• Presented training modules utilizing effective communication skills
• Facilitated learning by using situational based learning scenarios
• Evaluated and strengthened trainees’ comprehension by conducting break fixes
• Delivered feedback to trainees and supervisors in a constructive manner
• Maintained an active, creative, and fun training environment
• Developed learning materials including instructor guides, participant workbooks, and job aids
• Assisted in creation of e-learning modules and tests
• Ensured trainees’ schedules and time clocks were accurate

• Responsible for providing superior technical, sales, and billing customer service support
• Consistently met and exceeded daily productivity quotas including satisfactory NPS results
• Actively assisted other team members with escalations, resolutions, and policy questions
• Aided and coached new hires in learning the job responsibilities
• Utilized cPanel, WHM, Plesk, and Linux shell commands for support requests
• Demonstrated dexterity in managing multiple tasks and screens efficiently, while maintaining attention to detail