Web Services Consultant and IT Solutions Professional

Highly motivated IT professional with 13+ years specializing in WordPress development, systems administration, and technical support. Dedicated to proactively identifying and resolving complex issues, streamlining processes, and improving overall IT efficiency for employers. A natural leader with a proven ability to foster collaboration and drive positive outcomes. Seeking a challenging role leveraging expertise in web technologies and infrastructure management.

Skills

• Web Technologies: WordPress (Expert), WooCommerce, Jetpack, DNS, HTML, CSS, SEO, SSL, JavaScript, PHP, REST APIs.
• Server/Network Administration: Windows Server, Linux, Active Directory, Cisco & Netgear Networking Equipment, IP Phone Systems, Cabling & General Infrastructure Installation.
• Help Desk/Support: Ticketing Systems (Zendesk, AutoTask, Kaseya IT Glue), Documentation, Training, Customer Relations, Bug Reporting, General Problem Solving.
• Security Awareness & Physical Skills: 9+ years training in disciplines adjacent to Mixed Martial Arts (MMA) including Brazilian Jiu-Jitsu and Muay Thai kickboxing. Proficient in situational awareness, de-escalation techniques, physical conditioning, and self-defense tactics.
• Other: Familiarity with Slack, Google Workspace, Office 365, Android, iOS, macOS, Audio equipment, Personal protection equipment. Comfortable with, Process Improvement, Critical Thinking, Proactive Monitoring.

Work Experience

• Provided full-service web solutions to clients.
• Designed and deployed client sites.
• Configured client domain names.
• Configured client email services.
• Provided ongoing support for client web services.
• Provided general short-term IT systems support for clients, such as malware removal, hardware and software installations, and configuring third-party business applications (such as QuickBooks, MS365, etc.)

• Provided Tier 2/3 technical support and consultancy via live chat, tickets, and forums for Automattic’s products, such as WordPress.com, WooCommerce, and Jetpack.
• Resolved an average of 400+ support requests per month, totaling over 23,000 successfully resolved issues.
• Created detailed and actionable bug reports that enabled developers to quickly resolve critical issues impacting user experience.
• Mentored new team members, providing technical guidance and fostering a supportive onboarding experience that accelerated their productivity. 
• Actively contributed to a positive team culture by proactively sharing knowledge, offering encouragement, and building strong peer relationships – recognized as a key contributor to team morale.
• Trained new team members and coached prospective hires during their trial periods.
• Participated in periodic QA and troubleshooting with the team.
• Assisted with projects to assess team and division efficiency.
• Helped establish a project to facilitate direct communication between power users and developers.
• Administered domain registrar systems.

• Managed Windows servers and Active Directory.
• Managed Cisco networking equipment, primarily from their Meraki brand.
• Provided responsive on-site technical support, building strong client relationships and ensuring minimal disruption to their operations.
• Assisted in configuring and maintaining Windows- and Mac-based IT infrastructure for various clients.
• Routed cables and improved existing cable routes.
• Installed CCTV systems.
• Maintained documentation with Kaseya IT Glue.
• Properly mounted various types of wall- and ceiling-mounted equipment.

• Designed, implemented, and maintained network, server, and backup infrastructure as the primary member of the IT systems team.
• Turned around employee satisfaction with internal IT support from 60% to 90% through the design and implementation of a new help desk service and feedback system.
• Configured and installed user hardware such as workstations, laptops, printers, projectors, etc.
• Implemented and maintained help desk services including an AutoTask ticketing system and SurveyMonkey feedback system.
• Handled IT hardware and software maintenance agreements.
• Procured and inventoried IT equipment.
• Performed maintenance and updates on internal and external HSC websites.
• Added, removed, and updated user account information for AD and various applications.
• Assisted with gathering data for department scorecard metrics.
• Performed network security vulnerability assessments and mitigated security risks with primarily Linux-based tools.
• Assessed and maintained HIPAA compliance.