Robert Billington
Council Bluffs
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
10
10
years of professional experience
Work History
Manager - Technical Support
WP Engine
10.2023 - Current
- Managed and motivated employees to be productive and engaged in work.
- Worked on and improved support workflows, tooling, and reporting to guarantee high-level, well-informed technical support.
- Led cross-functional teams to achieve project goals, fostering collaboration.
- Set up large-scale scheduling, ensuring training initiatives were completed.
- Handled difficult escalations and interactions with customers with an emphasis on resolution and relationship restoration.
- Expanded and helped structure the Shift Lead team. Managed all 1st Shift Shift Leads and worked to improve the role's impact.
Technical Support Sr. L2
Flywheel/WP Engine
12.2020 - 10.2023
- Taking previous responsibilities further and dealing with more complex troubleshooting and high value customers.
- Monitor more closely site performance, database actions, and server health.
- Regularly responsible for employee training and documentation creation.
- Highly involved in process/procedure conversations.
Tier 1 Happiness Engineer
Flywheel/WP Engine
10.2019 - 12.2020
- Responsible for helping maintain WP Engine's stellar support reputation
- Constantly provided assistance to any teams outside of my own needing coverage
- Became familiar with the WordPress environment and provided troubleshooting help to customers
- Used tools to improve site functionality and performance
Barista
Archetype Coffee
06.2018 - 10.2019
- Responsible for working many stations in service environment
- Balanced work, personal, and school responsibilities
Manager
Eighth and Roast Coffee
08.2015 - 06.2018
- Responsible for staff training as well as continuing employee education
- Dealt with high volume and intense service environments
- Served as a connecting piece between ownership and staff
Education
Lambda School - Computer Science & Software Engineering
Lambda School
09.2019
Berklee College of Music - Jazz studies, World Music
Berklee College of Music
Boston, Massachusetts05.2013
Skills
- Time management
- Team leadership
- Scheduling
- Verbal and written communication
- Task delegation
- Documentation and reporting
- Zendesk and Admin Center
- Zendesk Explore
- Support Training
- Slack
Timeline
Manager - Technical Support
WP Engine
10.2023 - Current
Technical Support Sr. L2
Flywheel/WP Engine
12.2020 - 10.2023
Tier 1 Happiness Engineer
Flywheel/WP Engine
10.2019 - 12.2020
Barista
Archetype Coffee
06.2018 - 10.2019
Manager
Eighth and Roast Coffee
08.2015 - 06.2018
Berklee College of Music - Jazz studies, World Music
Berklee College of Music
Lambda School - Computer Science & Software Engineering
Lambda School
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