Created and edited external technical documentation based on feedback from customers and Kinsta team members.Generated, annotated, and edited screenshots as products evolved and new features were released.Participated in and became acquainted with large company projects in order to craft new or update existing documentation as required.Coordinated the launch of a new Help Center, including auditing, selecting, updating, and creating new content.Developed and improved internal processes and style guide for Help Center documentation.Reviewed and updated API Reference documentation using a Docs as Code workflow.Identified errors and submitted detailed bug reports to development teams as needed.Collaborated with cross-functional teams to create, edit, and refine other external documentation to improve customer experience and knowledge.

WP Engine acquired Flywheel in 2019. Flywheel continued to operate mostly as an independent brand and company until April 2021.

Onboarding of customers to plan site migrations and launches.Effectively communicate with customers via phone calls, tickets, and emails.Educate customers about hosting features and Flywheel’s managed WordPress hosting platform.Configure sites for best performance to reduce support requests and increase customer satisfaction.Write and update internal tutorials for processes and troubleshooting.Mentor new hires on migrations and troubleshooting.

Assist customers with questions about their sites and managed hosting.Communicated clearly with customers of varying backgrounds and skillsets via tickets and live chat.Troubleshoot and resolve issues related to website emails, SFTP, downtime.Debugged performance issues related to PHP and/or WordPress sites using the command line and internal tools.Researched and recommend solutions (usually plugins) for features not included in managed hosting.

Maintenance and updates of multiple WordPress sites.Researching and implementing solutions for feature requests.Custom code for additional functionality.Updates, maintenance, and new site builds in multisite networks.Troubleshoot and resolve email, connection problems, site layout issues.Rewrite of tutorials for WordPress end users/site owners.Redesign and recoding of a large WordPress website.

Investigated and resolved problems with WordPress, WooCommerce, and HTML websites.Prepared project scopes and estimates for additional requests.Trained and mentored team members in best practices for coding, site setup, project management, and content organization.Coached team members in identifying and implementing code for design and/or functionality requests.Educated team members and clients regarding functionality and plugins.Overhauled private department WordPress site for internal documentation of workflows, policies, tutorials, etc.

Design, coding, and launch of WordPress, OpenCart, and HTML sites.Project management of multiple simultaneous accounts from initial design through launch.Educated clients on best practices for usability, SEO, and site optimization.Trained clients to become proficient with WordPress.Image and graphic editing.Technical troubleshooting.

Increased website traffic to support center by writing clear and informative support articles.Assisted customers and site visitors with web hosting and associated questions.Improved customer satisfaction by beta testing and documenting bugs on new Support Center prior to launch.

Balanced multiple tasks to quickly decipher and respond to customer requests.Efficiently answered a myriad of web hosting technical questions.Resolved customer complaints to minimize supervisor escalations and thrill customers.

Web design, graphic design, image editing and IT consulting for a variety of clients.

Collected product data and images from vendors for standard product entries and custom catalog pages.Proofread and edited data for print and online catalogs.Imported product data into proprietary database.Analyzed images for resolution, size, and quality.Edited images to optimize size, resolution, and presentation.Matched and linked product data to images in proprietary database.Collaborated with Product Managers to ensure accuracy of product data.

Website design and development of HTML websites.SEO friendly content writing and editing.ROI analysis for SEO Adwords campaigns.Improved marketing efforts with research, documentation, and planning.Spearheaded training program for administrative employees.

Long term assignment with freight forwarding division of steamship line.Coordinated bookings, pickups and rates for a variety of freight including vehicles, full container loads, and LTL.Processed vehicle documents for Customs Clearance.Input Bills of Lading into AS400 system.Assisted customers with shipping questions and concerns.

Quoted and scheduled expedited, spot/volume, truckload and general LTL shipments.Determined best carrier based on price, transit time, type of freight and/or other factors.Ensured proper dispatching of carriers and tracking of shipments.Resolved logistics service problems for clients.Facilitated department and office organization by creating and refining logistics forms and spreadsheets.

Submittal review. Setup and maintenance of submittal and RFI logs. Implementation and maintenance of submittal filing system. Designed & coded company web site. Created marketing proposals and presentations. Created/edited various project related correspondence, reports, specifications, etc. Created & maintained various project related Microsoft Access databases. Utilized specialized software programs to create/edit contract documents and specifications.Created/edited projects in proprietary space planning software.