Mesa, Arizona, United States
In my professional career and life one of the most import lessons is that failure is normal and okay. Only once you have accepted failure as a norm can you actually begin to consistently make meaningful progress. Don't be afraid to fail. You may not know everything, in fact the more I learn, the more I know that I know nothing but -- I can find out the unknown. Put your hands to the wheelbarrow and push, you'll get there.
Helping marketing and web design agencies grow without worry.
GoDaddy had no longer a need for our U.S. based department. GoDaddy was fantastic during the process and compensated all those in the layoff extremely fairly. I used the time to upskill myself, begin pursuing a degree and fix up an investment property.
• Identify and resolve 98% of server-related issues within an average of 15 minutes, exceeding company SLA targets and ensuring maximum uptime for clients. • Ensure services and environment are stable and in good working order. • Deliver comprehensive technical explanations to clients on server management best practices, reduce the need of support tickets related to basic technical issues.
• Troubleshoot hosting issues on Linux and Windows • Handle development-based issues such as those with CMS' like WordPress and Joomla • Provide customer support for a wide variety of technologies such as: DNS, WAFs, CDNs, Backup systems and etc. • Resolved over 1000 customer issues per month, maintaining a high level of quality and accuracy with a 99.9% issue resolution rate. • Collaborated with the product development team to provide customer feedback, resulting in the implementation of new features that increased customer satisfaction.
• Worked on a temporary team to assist the SkyVerge team with providing customer support in a SaaS environment. • Troubleshooted and provided general support for over 100 WooCommerce extensions. • Utilized ticketing system to efficiently resolve customer issues with an average resolution time of 24 hours, reducing the backlog of open tickets. • Participated in training sessions for SkyVerge team members on troubleshooting techniques and software updates, resulting in a decrease of escalations to our engineering support team.
• Contract via Kelly Services for Intel • Performed preventative maintenance on TEL's dry etch Tactras and Telius architectures. • Collaborated with manufacturing engineers to develop and execute preventive maintenance plan for dry etch semiconductor equipment, resulting in a 30% decrease in unplanned downtime. • Conducted emergency maintenance on dry etch equipment, diagnosing and resolving issues within an average of 5 hours, minimizing production interruptions and reducing lost revenue. • Developed training program for maintenance technicians on best practices for maintaining dry etch semiconductor equipment, resulting in a 28% increase in successful chamber PM's, reducing repeat PM's.