Austin Gilmour Email & Phone Number

Remote

Manage a team of support engineers selling and providing technical support for hosting, WordPress, WooCommerce, and Jetpack products Regularly conduct analysis of engineer performance and monitor their customer interactionsCollaborate with my team members to craft performance goals and improve performanceCreate weekly and monthly sales reports to track sales metrics

Remote

Assist customers with the adoption of WordPress.com and other Automattic products such as hosting plans, WooCommerce extensions, MailPoet, and Sensei LMSTroubleshoot customer issues, and document bugs to help surface issues to developers and engineersConduct business consultations with new customers using Zoom to help recommend Automattic products and suggest renewals and new products for themSchedule all support staff across WordPress.com, MailPoet, WooCommerce, Jetpack, and localized Happiness Contractors (hundreds of employees in dozens of timezones)Creating, editing, and updating work schedules for hundreds of support engineers across dozens of countries and time zones supporting WordPress.com, Jetpack, MailPoet, and WooCommerce.

Greater New York City Area

- Managed all web properties using project management tools such as Basecamp, Toggl, and Slack- Managed a team of developers working remotely to create engaging WordPress sites for some of New York’s largest nonprofits and medical organizations- Worked with a variety of WordPress plugins including Advanced Custom Fields, Akismet, Yoast, and The Events Calendar- Server administration using Plesk and WPManage- Created WordPress training curriculum for clients and held live training seminars on how to use their WordPress site to upload and manage content

Greater New York City Area

- Streamlined the digitizing process of archival blueprints of New York landmarks including Rockefeller Center- Successfully worked with a team to design and launch, NYCityAlerts, a web app for monitoring real estate portfolios and building permits in NYC

Greater New York City Area

- Used chat and ticket system to help programming students learn HTML/CSS, Ruby on Rails, and Javascript - Created support documentation for other Learn experts and tutorials for other support staff to help students

Gwangyang, Jeollanam-Do, Korea

- Developed and implemented an immersive foreign language experience curriculum across 5 classrooms- Coached 4 middle school policy debate teams, one of which earned 3rd place at a national tournament- Created quarterly syllabi and graded weekly essays for 50 advanced students

St. Petersburg, Florida

- Edited sizzle reels, positioning pieces, and short product interviews for network television and social media - Worked on annual campaigns, including HSN Birthday, Fall Fashion, and Christmas Day - Streamlined the edit approval process by 50% through a series of quality assurance checks and standards

Madison, Wisconsin Area

- Helped coordinate the successful installation of a medical software suite for a series of health care networks across the US - Trained doctors, nurses, and ancillary medical staff how to use Epic software - Led weekly meetings with hospital staff to identify key deliverables and verify the installation was progressing on schedule

St. Petersburg, Florida

I edited and assisted on set for a variety of video productions in the Tampa Bay area. Additionally, I coordinated sales for the production company and managed the websites blog and social media presence.

Gainesville, Florida Area

I edited and formatted video packages for a daily half-hour news program for the North Central Florida ABC news affiliate.

Gainesville, Florida

I helped to manage the Grooveshark FAQ and Help section of the website. Additionally, I corresponded with users to assist in troubleshooting and technical support. I also set up a mobile application testing program for Blackberry employees.

Bachelor'S Degree, Telecommunications - Production, 4.0

Web Development Immersive