Eric Alaniz
Lacey,WA
Summary
A Forward-thinking Hosting Specialist bringing 10 years of expertise in Web Hosting and Server management for Website Hosting sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Able to work in a team environment and independently, in order to craft the most efficient solution for the client. Proficient in SSH tools, Plesk hosting, cPanel hosting, as well as Software as a Service.
Overview
15
15
years of professional experience
Work History
Global Advanced Operations - Hosting Specialist II
Media Temple
04.2017 - 07.2023
- Manage customer support team to ensure issues are in proper channels and daily tasks are completed
- Assist Customer support agents with difficult inquires and troubleshoot specific customer inquiries
- Coach agents regarding any difficult or repetitive issues
- Monitor incoming inquiries for any patterns regarding server issues
- Advanced usage with SSH connectivity and commands
- Resolve escalated server issues via support tickets
- Assist with answering difficult questions via Support tickets
- Complete Restoration of Customer Data using customer ordering system
- Update Customer Support regarding any system issues/trends (mt) Media Temple
- Motivated and trained employees to maximize team productivity.
- Assisted Customer Support with changes by communicating new improvement plans and expectations.
Customer Support Agent
Media Temple
08.2012 - 04.2017
- Receive incoming calls and chats from customers regarding issues with their services
- Handled customer inquiries and suggestions courteously and professionally.
- Troubleshoot customer issues with their server regarding email, database, and website content
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Respond to customer ticket inquires regarding their server, email and billing issues
- Report any pressing issues with multiple servers to system administrator
- Experience with Linux (CentOS, Debian, Ubuntu)
- Skillful use of Shell and Bash tools
- Experience with using Jira and Confluence
Guest Services Representative
OneStop Internet
09.2011 - 07.2012
- Receive incoming calls from guests regarding their order i.e status, cancellations, product information, and returns
- Process incoming calls from guests who would like to place orders
- File claims with FedEx regarding any missing packages that customer states were not received
- Answer emails sent from guests regarding their order status, product information, and shipping
- Consistent communication with Warehouse regarding product measurements, out of stock items, incomplete orders, and returned orders
- Troubleshoot website errors guests may encounter and report if major issues are found
- Documented problems and corrective actions to maintain records.
- Process all Special Orders for Spy Optics
- Self-motivated, with a strong sense of personal responsibility
- Positively engaged with customers and maintained professional appearance as company representative.
Customer Relations Specialist
Shopzilla Inc
07.2010 - 06.2011
- Respond to customer inquiries using Salesforce.com and unsubscribe users from Bizrate newsletters
- Provide customers with contact information of merchants
- Run daily report to clean out all spam emails from inbox in Salesforce.com
- Provide review survey to customers to rate merchants they have purchased from
- Report any fraud merchants that may appear on Shopzilla that users identify
- Contact new merchants requesting them to participate in customer review surveys
Customer Support Specialist
Fox Interactive Media, MySpace
05.2008 - 05.2010
- Resolve customer issues using Salesforce and MyCare, company designed application
- Consistently meeting daily solved cases quota
- Resolve various issues such Login problems, Privacy concerns, Image Review, Underage users, Imposter Profiles and Profile problems
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Use MySpace tool Overlord to correct problems with MySpace accounts and remove reported content
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Bachelor of Science - Business Administration
California State University - Dominguez Hills
Carson, CA06.2008
Associate of Arts - Liberal Arts And General Studies
College of The Sequoias
Visalia, CA06.2005
Skills
- Linux OS experience
- PHP troubleshooting
- Plesk Certified
- Google workspace proficient
- SSH tools proficient
- Mail Server proficient
- Technical Documentation
- Incident Documentation Management
- CPanel experience
- DNS Management
- Agent Training
- Efficient Troubleshooter
- Quick Learner
- Strong Multi-task skills
- Customer Care
Timeline
Global Advanced Operations - Hosting Specialist II
Media Temple
04.2017 - 07.2023
Customer Support Agent
Media Temple
08.2012 - 04.2017
Guest Services Representative
OneStop Internet
09.2011 - 07.2012
Customer Relations Specialist
Shopzilla Inc
07.2010 - 06.2011
Customer Support Specialist
Fox Interactive Media, MySpace
05.2008 - 05.2010
Bachelor of Science - Business Administration
California State University - Dominguez Hills
Associate of Arts - Liberal Arts And General Studies
College of The Sequoias
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