Martina Torres Email and Phone Number

A trusted business advisor to GoDaddy's Premier Support customers providing guidance around operations and optimization of their IT infrastructure through quality IT Service Delivery Management. Sales, Migration and implementation of Microsoft Office Suite and email to mid to large sized businesses.If something unexpected occurs I manage the incident to resolution and then follow up to ensure either product improvement within GoDaddy or operational improvement within the customer's IT environment. Maintain a long-term relationship with customers.Gain an understanding of customers' IT organizations' impact on overall business, their IT goals, and their pain points - Prepare a Service Delivery Plan to ensure customers' operational success with GoDaddy products and services. Customer satisfactionCustomer Health through Service Delivery Planning & ExecutionManagement of support services to Premier customersManaged a diverse and complex scope of support issuesWork with management only when necessary to resolve sensitive issuesSolved complex support issues effectively. Escalates as necessary for confirmation of solutions or other options as neededAssesses customers’ risks and needs and recommends appropriate service offerings to proactively address Documents recommendations formally via service delivery plan and presents to customerManages the delivery of recommended/agreed-upon services to achieve high customer satisfaction and trust.Determines most effective method of problem resolution by utilizing internal resources when necessaryConsistently demonstrates concise and effective communication with customers and employeesOccasionally leads sharing of best practices and guidance with team communityConsistently establishes and maintains working relationships with internal support delivery teams, customer support teams, customer contracts and materiel representatives

Build rapport with new and existing customers while multi-tasking and following a consultative sales approach. Sell GoDaddy products and services via outbound phone calls while meeting daily and monthly performance targetsLearn all products and services to become a GoDaddy expert who provides solutions based on customer goalsResolve technical issues related to any GoDaddy Hosting service, FTP clients, cPanel, WordPress, Plesk, MySQL and more while navigating through multiple systems

Experienced in supporting Windows and Linux servers. Manage and troubleshoot FTP, cPanel, Plesk, and MySQL. Sort technical issues of customers through phone or email and provide them with instant solutions. PHP configuration, DNS, worked with multiple database applications. CMS: Wordpress, Drupal, Joomla, perform migrations and updates of multiple websites on a daily basis.

Help the setup process of SSL certificates for customers.Code reading to determine if a particular file is malicious or not, or if any change is needed.Feeding our system with new findings to improve our automation processTroubleshooting customers websites with WordPress, Joomla, Drupal and other CMS softwareGeneral understanding of security principles and use good security practices in generalLinux experience – CLI and cPanelExperience with Apache, Nginx and other web serversExperience with WordPress, Joomla, Magento, vBulletin and other CMS softwareWeb Malware Experience (decoding, understanding)PHP and Shell scripting/automation