Senior Team Manager
January 2023 - Present
- Presently, leading multiple teams of tier 2 professionals specializing in advanced hosting and email issues, domains, website builder, website migrations, and website security.
Team Manager - Supervisor
August 2021 - January 2023
- Lead a team of hosting tier 2 support professionals.
Tier 2 Support - Hosting Tech Lead
May 2017 - August 2021
- Provided advanced hosting support, troubleshooting complex server and hosting issues.
- Proficient in SSH (Linux), PowerShell, and Remote Desktop Connection (Windows).
- Developed expertise in WordPress, cPanel, WHM, Plesk, and more.
- Ensured alignment and updates for level one support teams.
- Disseminated hosting/server updates and best practices.
Chat Support - Web Hosting and Server
April 2016 - May 2017
- Started at the entry level, progressed to handle hosting and server chats.
- Offered comprehensive customer support within the scope of services.
- Actively pursued knowledge and went beyond standard support.
- Sold hosting/server products and various website offerings.
Subject Matter Expert - Web Hosting
December 2015 - March 2016
- Expertly addressed web hosting, email, and Microsoft Hosted Exchange email issues by phone.
- Managed customer accounts, DNS, billing, and escalated calls as needed.
Technical Support - Web Hosting
January 2014 - December 2015
- Provided technical support covering domains, DNS, billing, email, and hosting.
- Involved in troubleshooting VPS hosting issues.
Graphic Artist & Photographer
February 2009 - December 2011
- Photographed events and edited and enhanced images.
- Proficient in Adobe Photoshop for graphic design.
- Created albums, posters, invitations, and more.
Student Assistant
October 2007 - October 2009
