Ryan Markel Email & Phone Number

Belleville, Il, Us

San Francisco, Us

Director of a globe-spanning support team responsible for the ongoing experience of WordPress VIP's enterprise customers.

San Francisco, Us

Lead of a small team focused on troubleshooting and iterative improvement throughout the WordPress VIP customer success organization. Working to create and refine methods and processes for identifying, prioritizing, and working to systematically eliminate poor and poorly-scaling processes, while building communications bridges throughout the organization to increase the efficiency and effectiveness of collaborative communication.

San Francisco, Us

Leader of the core 40-ish person support team for Automattic's enterprise WordPress customer base. Focused on maintaining and improving key support metrics and performance targets, shifting to a culture of continuous improvement and strong decision-making across the full team of leads. Leader of leads as well as individual contributors.

San Francisco, Us

Lead of support for the eastern half of the Americas at WordPress VIP, focused on implementing divisional strategies and helping teammates to find their focus and excel in their positions. Focuses: peer support and review, support planning and execution, workflow and process design and implementation, iterative improvement design, planning, and execution, and overall support strategy. Served as de facto/interim Head of Support from May 2021 through November 2021, where I led both a team of individual contributors and a team of my co-leads, setting departmental expectations and planning and executing repeated improvements to our support tools and processes.

San Francisco, Us

Responsible for leading both an individual team and a team consisting of other lead colleagues. Launched continuous quality improvement efforts for the WordPress VIP organization, to find iterative improvements to processes and systems to improve the customer experience. Contributed to setting, tracking, delivering, and reviewing divisional OKRs across two quarters. Planned, led, and executed successful initiatives in improving support ticket backlog counts and response times.

San Francisco, Us

Front-line support for Automattic's Enterprise WordPress offering. Involved in answering and triaging customer incident tickets, performing debugging and investigative work on customer issues, peer leadership of other support engineers, developing workflows for ticket acceptance and escalation, and defining most aspects of the job role from its inception through to the present.

San Francisco, Us

Engineer of happiness for the WordPress.com network of blogs, including first-line customer interactions, support, and problem solving. Sub-focus on policy enforcement, documentation and process improvement, and anti-spam.

Responsible for creating a top-tier experience for volunteer bracket referees at the largest fighting game esports event in the world. Assists in managing and moderating the tournament Discord server, triaging and responding to incoming inquiries from tournament and event staff. Co-develops the onboarding meeting for Volunteer staff, educating bracket referees at Evo on best practices and expectations.At the live event, responsible for resolving or escalating tournament disputes as they arise, and triaging staff and attendee inquiries to best resolve issues.

Jack-of-all-trades staff member for one of the largest fighting game tournaments (and esports events) in the world. Involved in A/V setup and teardown, including staging and lighting, physical security checks, and tournament bracket management and execution against strict timing requirements.

Utility-person for the second-largest fighting game in the Greater Chicago Area. Responsible for A/V setup and teardown, including staging and lighting, tournament bracket management, and assistant director responsibilities for live stream production against event, game, and advertising schedules and needs. Helped execute shift to remote and internet-based tournament administration for two years due to COVID restrictions.

St. Louis, Missouri, Us

Company-wide technology advocate and evangelist. Assisted print publishing departments in investigating and reviewing digital go-to-market strategies. Collaborated with engineering teams to initiate product development and planning. Oversaw corporate blogs implementation and creation; engineered company podcasting initiative. Worked with both video and audio production of various resources.

St. Louis, Missouri, Us

Significant experience in agile development practices, collaborative project management and tracking, Windows Installer development with WiX, and the use of open source platforms and products to solve problems and communicate with customers.Served as technology analyst and strategist, researching and reporting on trends and feasibility of technology implementation. Co-developed product technology standards for all multimedia products and served as committee chair.Principal alpha tester and beta testing coordinator during pre‐launch phases; supervised launch, publicity, and marketing including public speaking appearances and workshops; authored internal and external product documentation; provided first‐line technical support; managed online community presence through forums and blog; acted as contact point between customers and corporate staff; collaborated with programmer on creative direction and integrating customer feedback.

Us

Consistently achieved top sales results across multiple stores in both computers and entertainment electronics divisions; supervised and trained entry-level employees to become more effective salespeople.

Responsible for contact and troubleshooting with institutional staff and faculty; performed assistant system administration duties (mostly Active Directory; some VAX/VMS) when required.

Coded and tested Web sites for small businesses in the Chicago area; worked with marketing VP to create and maintain physical look and feel of Web sites and content placement; proficient in HTML, basic ASP/PHP, CSS, and various design and content creation tools.