Phillip H. Email & Phone Number

Portland, Oregon, United States

• Manage a growing customer support team for a Portland based domain name registrar.• Interview and hire and train new support agents.• Handle customer escalations and provide feedback to support engineers.• Escalate issues I am unable to resolve to our development team.• Light system administration work, including backup restores and data transfers for customers, installing updates and expanding storage on servers in Amazon Web Services.• Manage scheduling and time off requests for support engineers.• Purchase order laptops and equipment for company staff.• Configure staff user accounts in Google Workspace, HelpScout, Slack, Mailchimp.• Ensure staff compliance with company security policies.

Portland, Oregon

• Provide first class customer service and technical support for a fun and awesome domain registrar based in Portland, Oregon.• Respond to customer requests via email, chat, and phone.• Troubleshoot issues with domain registration and DNS, assisting customers with navigating the Porkbun interface.• Troubleshoot hosting issues with Weebly Sitebuilder, cPanel, and Wordpress.• Write knowledge base articles explaining the Porkbun interface and star in instructional videos.

Walla Walla, Washington

• Provide hardware and software support for a local web hosting company and their third-party clients.• Fulfill orders for dedicated and virtual machines (Citrix XenServer)(Ubuntu, Windows Server 2012/2016).• Linux command line expertise (Ubuntu, CentOS).• Provide support to customers via email ticketing system and phone (Ubersmith Ticketing System).• Write instructional tutorials for customer facing knowledgebase (Confluence).• Troubleshoot a broad range of issues for customers - Setting up domains and DNS (cPanel, Virtualmin, Windows IIS). - Setting up and migrating databases (MySQL and MS SQL). - Setting up and configuring Content Management Systems (WordPress, Joomla, Drupal, Mura). - Email configuration (Smartermail, Zimbra). - Installation of SSL Certificates. - Assist clients in meeting PCI compliance requirements. - Network configuration and firewall issues (Sophos UTM). - Respond to security threats against servers (Sophos Security). - Provide direct assistance via Go2Assist screen sharing.

Walla Walla, Washington

Present AT&T Wireless products and services to customers. Attempt to get customers into the best product for their needs while maximizing profits for the company. Assist customers with customer service and technical questions they may have regarding their AT&T Wireless Service.Assist with store operations, including receiving of inventory, updating store displays, daily inventory counts, and taking nightly cash deposits to the bank.

Walla Walla, Washington

Hired in October 2013 as a Wireless Sales Consultant and promoted to Assistant Manager in February 2014. Promoted to Store Manager in October 2014.Manage the operational duties of the store, including receiving and management of store inventory, updating store displays, hiring and training new employees, and taking nightly cash deposits to the bank. Work with district manager to create a sales strategy for the store to meet monthly sales goals.Present Verizon Wireless products and services to customers. Attempt to get customers into the best product for their needs while maximizing profits for the company. Assist customers with customer service and technical questions they may have regarding their Verizon Wireless Service.

Chicago, Il

Responsible for care of the library’s extensive newspaper collection.Sorted and cataloged new items.Processed item requests.Handled returns of checked out material.

Libertyville, Il

Provided technical support to employees at Chicago Microsystems’ small business clients.Performed remote software maintenance of client systems.Provided technical support services over the phone.Submitted written reports of services performed.

Portland, Or

Provided technical support to PSU students, faculty and staff both in person and over the phone.Activated email accounts, assisted with wireless internet access, software installations, and basic troubleshooting of computers.

Milton-Freewater, Or

Assisted patrons with finding books.Checked books in and out.Renewed items over the phone.Cataloged new items in library database.Provided basic computer maintenance.

Milton-Freewater, Or

Answered inbound customer calls for Sykes’ third party clients.Assisted customers with technical and billing issues.Logged job notes in the appropriate ticketing system.

Bachelor Of Science (B.S.), Liberal Arts And Sciences/Liberal Studies

Education record

Associate Of Arts (A.A.), General Studies