Johnathon Wheeler
Round Rock,TX
Summary
Current Senior L2 Technical support agent and am seeking an opportunity to further apply my technical skill-set, customer service soft skills and strong desire for personal growth.
Overview
11
11
years of professional experience
Work History
Senior L2 Technical Support Specialist
WP Engine
Austin, TX
08.2021 - Current
- Engaged with different areas of the company to provide world class support to enterprise clients when issues require in-depth technical and business knowledge.
- Engaged in mentoring of L1 and L2 technical support team members to provide them with the knowledge and tools necessary to assist customers efficiently
- Undertook escalations with difficult technical and customer interactions to ensure client retention and keep customer satisfaction high
- Planned, develop and implement new training material for new products and procedures
L2 Technical Support Engineer
WP Engine
Austin, TX
07.2018 - 08.2021
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Assist customers from all areas of the organization, from SMB plans to the largest clients
- Mentor colleagues on topics I am knowledgeable in
- Assist management in understanding technical topics in furtherance of their efforts to improve processes and procedures
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Monitored systems in operation and input commands to troubleshoot areas such as 50x error and performance issues
L1 Support Technician
WP Engine
Austin, TX
03.2017 - 04.2018
- Assisted Small/Medium businesses with any all queries related to their WordPress sites as well as similar topics
- Provided guidance and technical improvements to colleagues
- Documented advanced tasks that were new to our team, provided insight with improving processes and tasks.
Linux Administrator Supervisor
HostGator LLC
Austin, TX
05.2015 - 08.2016
- Product Owner for our range of both CodeGuard and Sitelock value added services. Duties in this capacity included leveraging products to reduce incoming ticket. chat, and call volume, as well as tracking and escalating any bugs that arose with these systems. Served as a point of contact for representatives from both organizations
- Approves and schedules PTO and approves any schedule change requests
- Provides spark support to the Linux Support team
- Meets weekly with all assigned employees
- Helps to keep employee morale high and facilitate teamwork
- Check email for important news and updates on company and interdepartmental communications
- Check Pay Period stats on a daily basis to be proactive in finding any issues that may arise
- Tracks / Trends company-wide problem areas to discuss with Linuxdirector
- Works with the Linux trainers in creating documentation
- Reviews Linux team work on a regular basis in order to provide training opportunities and ensure quality of work maintains the highest standards
- Flexible enough take care of things as needed due to vacations, absences, and team vacancies until things return to normal status
Junior Administrator Supervisor
HostGator LLC
Austin, TX
03.2011 - 05.2015
- Review and analyze each employee’s biweekly performance data, as well as daily, to develop and improve any strengths and weaknesses.This includes handling personnel reviews as well as disciplinary actions such as suspensions and terminations
- Work with agents in recognizing potential solutions that may meet a customers needs or that they may benefit from
- Manage the time based system and acknowledge any attendance deficiencies that may occur while on shift
- Manage the time based system and acknowledge any attendance deficiencies that may occur while on shift
- Develop new methods and documentation that will assist in the productivity of assisting our clients/customers
- Take notice and report any issues that may be occurring with any of our systems (both front end and back end), and report them to Command Center should they arise
- Hold regular 1on1 meetings with your employees with substantial information that will guide them down the path of progression and advancement
- Discuss with employees feedback you receive to ensure they are meeting and following HostGator's policies, processes, and procedures
- Assist in deescalation and/or addressing of any calls, chats, or emails that may contain an irate and disruptive customer to ensure they are handled appropriately and efficiently
- Coordinate with other departments to ensure needs are being met
Junior Administrator Level 1
HostGator LLC
Austin, TX
11.2010 - 03.2011
- Provide tier one front line support via live chat, and over the phone.
- Troubleshoot a variety of technical and non-technical issues customers are having with their web hosting plans and services
- Answer pre-sale inquiries and provide consultative support for numerous products and services
- Research required information using available resources
- Stay current with system information, changes and updates
- Follow standard processes and procedures
- Take passed chats from other Junior Administrators
- Identify and escalate priority issues
- Perform miscellaneous job-related duties as assigned
- Actively reports bugs or problematic software/hardware issues when such occurrences are found
Education
High School Diploma -
Port Aransas High School
2006
Skills
- Change management
- Effective multi-tasker
- Product launches
- Data analysis
- Strategic planning
- Team player
- System administration
- Leadership
- Working independently
- IT security best practices
- Project management
- Exceptional interpersonal communication
- Effective leader
- Staff training/development
- Employee scheduling
- Conflict resolution
Timeline
Senior L2 Technical Support Specialist
WP Engine
08.2021 - Current
L2 Technical Support Engineer
WP Engine
07.2018 - 08.2021
L1 Support Technician
WP Engine
03.2017 - 04.2018
Linux Administrator Supervisor
HostGator LLC
05.2015 - 08.2016
Junior Administrator Supervisor
HostGator LLC
03.2011 - 05.2015
Junior Administrator Level 1
HostGator LLC
11.2010 - 03.2011
High School Diploma -
Port Aransas High School