I am a member of team providing software development and DevOps services with the goal of helping companies solve their challenging technical problems.

As part of the team at Interrobang Consulting, I do work for Book+Main. I do front-end development on their Vue.js based SPA with design and layout accomplished using Sass/Bulma.I do back-end development on their API which is built on Laravel and uses PHPUnit for testing.I work with their Docker based local development environment and have used the AWS console to manage S3 resources.I am also responsible for the configuration and design of their Wordpress based marketing and blog websites.

On the development side I perform continual work on the SAAS application with PHP, JavaScript, jQuery, and MySQL. I also design and code custom templates used to generate mobile friendly emails based on client's vision.While on the engineering side I am responsible for the installation of physical web servers which are set up running Docker Swarm on Ubuntu and using Puppet for IaC. I also monitor existing servers for issue and address as needed. Issues range from replacing failed hardware to utilizing the bash shell to fix configuration issues. In addition to the Ubuntu servers I also maintain servers running VMware ESXi which have been set up to run virtual mail servers. Additional responsibilities include updating LDAP records for employees and installing support software on machines running either Windows or MacOS.

A spot on the development team opened up and I took it on with enthusiasm to expand my knowledge of web development. I started learning HTML and CSS/Bootstrap by updating the externally facing site. This also gave me experience with the DevOps based SDLC which involved git, docker, and the Atlassian stack. I eventually progressed to working on the SAAS application which allowed me to learn PHP, JavaScript, jQuery, and MySQL.

The transition to customer service manager occurred naturally as my experience in the department and changes in personnel placed me in a leadership role. The additional responsibilities comprised of being the liaison between the support department and development team, guide support team to improve customer relations, and taking on advanced support tasks.

The next role I took on was addressing spam complaints generated from clients of MyNewsletterBuilder SaaS. I monitor our mailing IP addresses for blacklisting, reputation issues, and complaints. High complaints resulted in communication with the responsible client to find a resolution that ultimately reduce negative feedback from their mailings. After resolving the source of complaints I reach out to blacklist providers and request delisting of our IPs.

February 2008 - December 2010My roles expanded to include product testing of custom templates which clients had our design and web developers create for their enewsletters. I test the functionality of the template with in the site and also how the email sent out displays across a myriad of both webmail and desktop clients. I was also apart of the beta testers that tested new features to be added to the live website. When issues were found, trouble tickets were submitted in Redmine (later replaced with Jira) and assigned to the development team to address.

I was hired to provide to fulfill the role of a customer service / technical support representative for the company owned websites of MyNewsletterBuilder.com, ByRegion.net, JukeBoxAlive.com, eNewstandOnline.com, and eVoiceSpot.com. My tasks include troubleshooting and resolving issues relating to website / service, submitting trouble tickets for bugs found, processing payments, resolving billing issues. I also foster client relationships through product walkthroughs and tours of the various sites. Communications are handled over phone, email, live chat, and occasionally in person.

I helped customers set up their phone, process payments, and answered general questions about their mobile phone service.

I provided information to customers about their bank accounts and assisted with transactions.

I processed client’s requests to cancel their service after attempting to retain their business. Methods of retention are based on the reasons clients are wanting to end their service. My specialty was resolving technical issues generally with poor reliability or slow speeds with their high speed service. I also took tier 2 calls for clients who are upset or otherwise dissatisfied with the tier 1 representative they were speaking with and handled their concerns.

I assisted clients having issues with either connecting or browsing the internet on their pc or mac through their BellSouth DSL service. Problems to be resolved ranged from issues with the customer’s computer to physical equipment failure on BellSouth’s end. I was responsible with troubleshooting and resolving these issues.A home networking modem was introduced which expanded my responsibilities to helping clients set up their home networks. This included connecting their printers to the network and setting up file sharing across their computers.