Kenneth V.
Mid-Level WordPress Technical Support Engineer
Open to offersNew to PlatformAbout
Kenneth A. is a Technical Support Engineer with over two years of experience in the web hosting and WordPress support sectors. At LevelUp, he specialized in advanced troubleshooting for both frontend and backend issues, including Core Web Vitals optimization, pixel/ad tracking, and cPanel/WHM management. Kenneth has a proven history of using PHP, MySQL, HTML, and CSS to resolve customer problems, implement HTML/CSS fixes, and coordinate automation workflows reliant on webhooks. At Awesome Motive—Thrive Themes, he notably reduced developer workload, improved ticket turnaround, and authored detailed internal documentation, directly contributing to significant improvements in customer satisfaction metrics, such as elevating TrustPilot ratings. Kenneth holds technical certifications in WordPress, Local SEO, and cPanel & WHM, with a Bachelor of Science in Electronics Engineering from Mapua University.
Experience
WordPress Technical Support Engineer
LevelUp - Technical Support for WordPress · 2021 — 2023Provided daily solutions and workarounds for customer concerns, performed HTML and CSS fixes, and troubleshot Google Ads and Facebook Ads pixel-related issues. Recommended enhancements for Core Web Vitals and addressed caching and server-related challenges. Assisted developers in identifying bugs and relayed user requests for feature improvements. Conducted training sessions to enhance communication clarity and generated QA reports while coaching new trainees.WordPress Technical Support Engineer
Awesome Motive - Thrive Themes · 2023 — PresentProactively triaged and resolved low-hanging bug escalations to alleviate developer workload and minimize ticket turnaround time. Managed complex escalated tickets, providing feedback to enhance initial investigations and prevent future issues. Contributed to improving the company's TrustPilot rating by addressing critical concerns and ensuring high-quality support. Created comprehensive documentation for complex ticket solutions, serving as a resource for team training and reducing repeat inquiries. Analyzed trending issues each week to identify root causes and develop preventative measures.Wix Designer/Developer
Ultra Therapy SolutionsDesigned and developed responsive web pages, assisting the client in creating a membership site using available Wix features.
Skills & Expertise
Education
- Bachelor of Science in Electronics EngineeringMapua University · 2013 — 2019
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