Dec 2025 to present
Technical Support Engineer, Freelance
Build WordPress and WooCommerce sites. Resolve issues with themes, plugins, hosting, DNS, email and payment gateways.
About
I help people build and troubleshoot websites, simplify complex technical issues, and write documentation that saves the next person from opening a ticket. I'm looking for hands-on roles such as Support Engineer and Customer Success Engineer.
Experience
Jun 2019 to Apr 2025
Happiness Engineer, Automattic
Supported WordPress.com and WooCommerce by email and live chat, using SQL to troubleshoot. Handled 500+ tickets a month at 90%+ CSAT and revamped over 100 documentation assets.
May 2018 to Apr 2019
IT Support, Freelance
Provided on-site IT support to small businesses, resolving software, hardware, printer, operating system, network, Office 365, email setup and data backup issues.
Sep 2016 to Apr 2018
Senior Manager, Teradata
Led L1 and L2 support engineers for Teradata products.
Aug 2005 to Sep 2016
Manager, Service Desk, Deloitte
Started as a front-line IT support analyst and went on to lead a team.