Resume

My LinkedIn Profile

Technical Success Manager

WP Engine
Apr. 2016 – Present
Austin, TX

  • Manage the technical relationships for a portfolio of Enterprise customers, working with each assigned customer to ensure their technical success with the WP Engine platform against their key business objectives.
  • Responsible for the technical success of WP Engine’s Enterprise customers.
  • Assist Account Managers by providing technical leadership in long-term projects and daily interactions with Enterprise customers.
  • Oversee technical support for Enterprise customers, assisting with incident triage and prioritization of work with support teams.
  • Manage a variety of technical projects for Enterprise customers, such as migrations, events, launches, and preparation for high traffic events.

Enterprise Customer Support Specialist L2

WP Engine
Feb. 2016 to Apr. 2016
Austin, TX

  • Offers support for complex server and WordPress issues for WP Engine’s enterprise and premium customers.
  • Resolves advanced issues escalated by other support staff, technical project managers, and account managers.
  • Solves complex and advanced problems by using bash on Linux-based servers from multiple cloud providers.
  • WP Engine GeoIP API subject matter expert.
  • Works with account managers, onboarding engineers, technical program managers, sales team members and marketing team members to ensure the best possible customer experience for enterprise and premium customers and WP Engine partners. 

Enterprise Customer Support Specialist L1

WP Engine
Dec. 2014 to Feb. 2016
Austin, TX

  • Offers expert WordPress service & support to WP Engine’s enterprise and premium customers.
  • Solves problems by using bash on Linux-based servers from multiple cloud providers, by checking WordPress configurations and utilizing a variety of security tools.
  • WP Engine GeoIP API subject matter expert.
  • Represented WP Engine as speaker and Happiness Bar technician at WordCamps in Miami, Vancouver, Dallas, Los Angeles and New York City.
  • Communicates and solves issues with customers by using phone, chat and tickets.
  • Presented knowledge on global technical issues in sales training sessions, interviews and company knowledge sharing sessions.
  • Works with account managers, onboarding engineers, technical program managers, sales team members and marketing team members to ensure the best possible customer experience for enterprise and premium customers and WP Engine partners. 

Customer Support Specialist L1

WP Engine
Mar. 2014 to Dec. 2014
Austin, TX

  • Offered expert WordPress  support to WP Engine customers.
  • Ensured WordPress sites maintain uptime, cacheability, and performance by using bash, custom WP Engine tools, and a knowledge of WordPress functionality.
  • Represented WP Engine as a booth representative at WordCamp San Francisco 2014.
  • Lived and worked by WP Engine’s core values being customer inspired, doing the right thing, being built to last, aspiring to lead and striving to be a better employee.
  • Communicated with customers via phone, live chat and tickets.

Technical Editor

Microsoft via Shanghai Wicresoft Co., Ltd.
上海微创软件股份有限公司
July 2012 to July 2013
Shanghai, China

  • Microsoft vendor employee in the Engineering, Community & Online (ECO) Content Creation department.
  • Edited more than 64 technical articles a month for the Microsoft Knowledge Base and OneScript documentation.
  • Workflow consisted of communicating with Microsoft staff all over the world.
  • Edited documentation for Windows 8, SQL Server, Exchange Server, Office and other hardware and software.
  • Successfully edited content for consumers, IT professionals or developers.

Site Developer & Organizer

Shanghai Beer Week
上海啤酒周
Apr. 2012 – Jul. 2013
Shanghai, China

  • Site developer and administrator for the inaugural and second annual Shanghai Beer Week.
  • Used WordPress, PhotoShop, Illustrator, PHP, HTML, and CSS.
  • Managed Facebook and Twitter accounts for various daily and weeklong events.
  • Executed online registration and booking system for events.
  • Contacted and coordinated with media outlets and local businesses for sponsorship and support of events.
  • Optimized site presence for Chinese and English search engines.

Foreign English Teacher

Shanghai Pacican Academy
上海博世凯文化教育服务有限公司
Apr. 2011 to Jun. 2012
Shanghai, China

  • Taught English, music and physical education to students grade 1 through grade 5.
  • Taught between 28 and 32 classes each week by using a personally designed curriculum tailored for each class.
  • Created culturally immersive classroom that replicated interactions and situations of various cultures.

Foreign English Teacher

Geomdan Middle School
검단중학교
Feb. 2010 to Feb. 2011

Incheon, South Korea

  • Taught classes of 35 students conversational English at a public school in Incheon, South Korea.
  • Designed lessons by using textbooks, PowerPoint presentations and worksheets for 26 weekly classes.
  • Able to understand and adapt to different cultures and environments.
  • Lived in the community surrounding the school and participated in local events.

Web News Producer

KPBS-FM, KPBS-TV
July 2009 to Dec. 2009
San Diego, CA

  • Posted breaking news stories from reporters and wire services while maintaining the site’s design by using Drupal.
  • Edited articles from reporters, periodically wrote content for Culture Lust and transcribed audio interviews.
  • Managed news organization Twitter feed to post breaking news stories and events.

Online Media Editor

Premise Immersive Marketing
June 2008  to Nov. 2008
San Diego, CA

  • Editorial intern for youth-oriented social networking startup, Yoursphere.com.
  • Wrote articles and blogs on the topics of music, art, film and gaming.
  • Posted articles to site using Drupal and HTML.
  • Beta tested site’s infrastructure before its public release.

Supervisor

Cox Arena
Aug. 2006 to Dec. 2008
San Diego State University

  • Oversaw ushers during sporting events, concerts and ceremonies at  the university’s arena and open air theater.
  • Worked directly with customers and patrons to resolve problems and ensure safety during events.

Others

Homebrew Shanghai: Owner, Developer

Designed and maintained a community web portal for home brewers in Shanghai and China. The site was mentioned in an article in the Wall Street Journal. The site was closed as of June 2014.

Hops Magazine: Contributor
Fall 2011 to Spring 2013
Periodic writer for China’s only beer magazine. Covered beer news, community and industry of Shanghai, China and Asia. See: “Writing and Speaking.”

The Daily Aztec: Staff Writer, Columnist
Dec. 2006 to Dec. 2009

As a reporter, covered the sub-sections of Science & Technology and Travel & Adventure. Columnist for State of Mind, the newspaper’s Op-Ed sectionSee: “College Journalism and Cartography.”

Nanyang Chronicle: Reporter
Jan. 2009 to Apr. 2009

General assignment reporter for student newspaper at Nanyang Technological University in Singapore. Wrote reviews, columns and features for the English-language portion of the newspaper. See: “College Journalism and Cartography.”

Radio Fusion: DJ
Jan. 2009 to Apr. 2009

Sole English-language DJ for student radio station at Nanyang Technological University in Singapore.

KCR Radio: DJ
Aug. 2007 to Dec. 2008

Music/Talk DJ for SDSU’s student radio station. Hosted John’s Movie and Music Mayhem.

Education

San Diego State University – Class of 2009
Bachelor of Arts – journalism and geography

Nanyang Technological University – Spring 2009
Study abroad program through SDSU in Singapore. 

Culture and Society of Tijuana – Fall 2009
A semester-long course through San Diego State University that met in Tijuana each week. Classes included meetings with members of the business community, police and corrections officials, media and political figures and others.

Skills and Organizations 

Toastmasters International – WP Engine Brave Little Toastmasters, Oak Hill Toastmasers

120-hour in-class TESOL Certification – TESOL Training International, Inc., San Diego, CA