Provide website support and management for WordPress websites. Help website owners, freelancers, and agencies update, secure, backup, and optimize their websites. Perform security audits, website hardening, 24/7 monitoring, malware detection, incident response, malware cleanup, and consulting.Optimize WordPress websites to reduce load times, improve usability & accessibility standards, and improve user experience. Provide customers with regular software updates, break/fix support, bug fixes, technical support, website & app migrations, cloud & hosting support, user training, and content updates. Partner with multiple technologies and service providers including AWS, G Suite, Azure, Dropbox, Office 365, CloudFlare, WordPress, iThemes, Sucuri, Apache, Adobe, and industry specific software and plugins.Started in 2013 as a web consulting company working with small and medium businesses, helping them with their websites, marketing, security, email, and infrastructure. Provide custom technology solutions to include web design & development, web & application hosting, website management, cloud services integration, information security, and consulting.

Church Website Hero offers a done-for-you service that takes all the stress, hassle and guesswork out of building and managing your church website.We build WordPress powered websites for churches along with providing ongoing management in the form of website hosting, active security monitoring & remediation, cloud backups, software updates, performance optimization, and ongoing content updates. We also consult with churches regarding their live streaming, mobile apps, online giving, SEO, initiatives and campaigns.

Designed digital and print assets using Adobe CC. This included monthly message artwork, slide deck designs, promotional videos, motion graphics, social media assets, web assets, banners, flyers, brochures, business cards, internal branding, and signage.Designed, managed art direction, marketed, and published three books using Amazon’s CreateSpace.Responsible for all brand development and multichannel marketing.Managed weekly productions to include the set-up, production, and tear down of AVL equipment, multi-media equipment, computers, printers, and WAPs.Designed and developed new website using HTML5, CSS3, JS, and WordPress. Integrated online giving and transactions using Stripe. Manage linux VPS server for web hosting, backups, security, transactions, and content.Developed information security guidelines for the organization to provide access control to accounts, data, and systems. Trained staff and volunteers on information security best practices.Set-up, configured, deployed, and managed G Suite for the organization.Responsible for the purchase and configuration of new computer, network, AVL, and mobile equipment for the organization. Also, responsible for any user training for new and existing equipment and software.Migrated organization to new online donation platform. Trained necessary volunteers and employees, and deployed security policies and access control to sensitive and confidential data.Troubleshoot and provide break / fix support for all computer, networking, and mobile equipment used by the organization.

Assisted in the growth of a solutions and marketing start-up providing services to businesses to include websites, multichannel marketing, lead generation, and custom business solutions.Oversaw the development and deployment of all websites and web applications using various technologies to include HTML5, CSS3, JS, PHP, MySQL, Ruby on Rails, and WordPress.Developed custom website and web app integrations using various REST API’s.Assisted in developing new product and service offerings, creating new channels for growth and profitability.Collaborated with designers to create clean interfaces and simple, intuitive interactions and experiences.Coordinated with internal staff, vendors, and clients to ensure project milestones were met.Worked as a part of a team that provided marketing & branding strategies for small and medium businesses including web design elements, social media, lead generation, and SEO / SEM.Trained business operators how to manage WordPress websites using best practices with a focus on security.Developed design and usability guidelines, contractor accountability processes, and development- to-deployment processes.Provided management for websites and web applications, providing regular updates to increase SEO metrics, ensure site security, grow brand quality, and increase client’s profitability.Developed and deployed security guidelines and policies for development and production environments to include access control, intrusion detection, and data integrity. Performed regular security audits of all production websites, web applications, and servers.Provided remote diagnosing, troubleshooting, and coordination of repair for local desktop, laptop, and mobile devices. Provide end user support for G-Suite and MS Office 365.Securely administrated Linux CentOS development, production, and DR servers using Shell, Apache, WHM, Cpanel, SSH, and FTP/ SFTP.

L1 Service Desk Lead managing a team of over 50 technicians locally, and coordinating with other Service Desk Leads and Managers across multiple geographies and timezones.Promoted multiple times in first 15 months, from Analyst to SME, then SME to Service Desk Lead.Performed daily operational duties including attendance, scheduling, training, process creation and execution, escalations, queue management, task delegation, and personnel accountability.Interfaced with project internal personnel to provide regular updates, reports, project collaboration, problem management and incident resolution. Facilitated calls with the client and stakeholders regarding service desk operations, SLA adherence, queue management, local services support, incident management, call and technical audits.Worked on a team responsible for the migration of all bank computers to Windows 7, including both physical and virtual machines.Measured, monitored, reported on, coached, and provided corrective action for L1 technician performance and metrics. Performed technical and call audits, coached agents on ticket quality, ticket documentation, call quality, customer service, technical and process knowledge. Successfully developed, enhanced, implemented, and analyzed several operational and workflow processes which improved the overall quality of the service desk and customer satisfaction.Acted as a L1 escalation point, assisting agitated and/or non-cooperative users in escalating and routing issues and ensuring user issues are resolved properly.Provided follow-up with dissatisfied users and/or with users with unresolved issues, ensuring issues are properly handled to resolution.Ensure HCL and bank information security policies are enforced.

SME / Analyst in a high stress, global service desk environment, providing end user technology support to one of the largest, global financial institutions with over 150,000 users in over 80 countries.Diagnosed, troubleshoot, repaired, and escalated technology related issues through phone, chat, and email. Averaged over 40 interactions calls per day, along with chat and email.Provided end user support for desktops, laptops, virtual machines, local area and wide area networks, servers, domains, over 4500 local and web based applications, mobility, and remote access computing.Experience using and troubleshooting various technologies to include: Active Directory; VMWare/VSphere; BNATOR; Good for Mobile; Mobile Iron; RSA tokens; Juniper network devices; iOS, Android, and BlackBerry devices; XenDesktop; Citrix; Lotus Notes; Windows XP - 8; MacOS; Windows, Linux, and Unix Servers; Oracle Databases; MS Office 2007; Avaya phone systems; VOIP; teleconferencing; Enterprise Vault; OCS; Symphony and Remedy ticketing systems.Strictly adhered to bank information security policies, as majority of users are traders, managers, auditors, and users who regularly access and transmit sensitive financial data.Constantly met required metrics and KPI’s. Received top performer awards regarding number of calls taken, ticket and call quality, and ability to coach/train peers.Delivered constant high-quality customer service to every user, even when users may have been difficult or non-compliant.Partnered with L2, L3, and third-party resolver’s groups to address user issues. Escalated necessary user issues to management and other resolver groups to ensure proper resolution.Assisted with incident management for issues regarding remote access, RSA, and Apple devices.

Assisted customers with service and repair issues using the Standard Operating Platform. Provided initial contact and consultation with clients including checking in products for service using in-store and online software systems. Facilitated in-store sales, hardware/software upgrades, installations and service. Interfaced with clients both in repair and on the sales floor addressing customer queries on products and services. Worked with management to resolve difficult customer issues, and provided clients with technology training when requested.Promoted from Consultation Agent to Advanced Repair Agent within 6 months of employment. Mentored and trained new associates, coordinated with management for shift coverage, scheduling, , training, hiring, and executing company processes & policies.Diagnosed, troubleshooted, configured, and repaired desktops, laptops, networks, mobile devices, multiple local and web based applications and operation systems. Removed malware and other forms of malicious software/applications from client systems. Provided end user training on multiple technology products and services.

Provide custom technology solutions to small businesses to include web design & development, web & application hosting, website management, cloud services integration, information security, and consulting.Design and develop responsive websites and web applications using HTML5, CSS3, JS, JQuery, WordPress, PHP, MySQL, Ruby on Rails, Bootstrap, etc.Perform security audits on client websites, identifying and removing malware, website and sever hardening, data recovery, and access control.Develop design assets for clients including branding, custom artwork, print marketing assets, social media / web assets, and UI / UX design.Troubleshoot and provide break / fix support to small businesses to include routers, switches, workstations, laptops, mobile devices, and servers.Consult with small business regarding their technology infrastructure, including networks, data redundancy, SAAS products, information security, and performance optimization.Provide remediation for client issues, contract and coordinate with 3rd party technicians, vendors, and service providers.Consult with clients on marketing strategies, tactics, and analytics including SEO / SEM, email marketing, social media marketing, and conversions.Work with technology vendors, ISP’s, and other 3rd party companies. Partner with multiple technologies service providers including Amazon AWS, MS, Box, Dropbox, G Suite, CloudFlare, and industry specific applications.