Experience

Mariners Church

• United States
• Religious Institutions
• 100 - 200 Employee

• Lead Pastor | Mariners Church Santa Ana

  • Mar 2021 - Present



GoDaddy

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Customer Support Supervisor

  • Sep 2016 - Present

  As a Customer Support Supervisor, I lead a team of Customer Support Agents to ensure that they provided excellent support to our clients. - Handled escalated supervisor requests/complaints - Following up on negative ticket feedback from clients - Writing/updating internal documentation and wiki articles - Implementation of procedures and practices to improve department efficiency: reduced overall ticket response times - Provided training for new and existing CSR's of all levels - Weekly auditing of staffed CSR's to maintain appropriate KPI levels - Conducted Performance reviews - Facilitated scheduling for time off requests as to ensure appropriate coverage is maintained - Collaborated with Admin and Sales team to identify and evaluate customer needs - Monitored outbound mail traffic of shared servers through usage of Baruwa software / addressed any abuse/issues - Monitored shared servers through the usage of Nagios software / addressed any abuse/issues and escalated appropriate issues when necessary to root admins - Processed restores through the usage of R1soft software Show less



WP Help, LLC

• Irvine, California, United States

• Founder

  • Jan 2016 - Present

  Co-founded WP Help with my wife. At WP Help we provide maintenance and support for WordPress websites. Established the business model necessary to sustain a large portfolio of clients, as well as resourcing and assisting an employee base needed to run the day-to-day operations of the business. Providing 24/7 website support and maintaining speed, security, and overall health of WordPress websites. Co-founded WP Help with my wife. At WP Help we provide maintenance and support for WordPress websites. Established the business model necessary to sustain a large portfolio of clients, as well as resourcing and assisting an employee base needed to run the day-to-day operations of the business. Providing 24/7 website support and maintaining speed, security, and overall health of WordPress websites.



Arise Church

• Irvine, California, United States

• Operations Pastor

  • Jan 2018 - Jan 2021

  At Arise Church I assisted with establishing and organizing a series of necessary systems, processes, and pipelines. - Organized a volunteer and leadership structure - Created and Organized a preaching/teaching team - Established a system for church metrics to analyze church and volunteer growth (numerically and involvement wise) - Established a series of policies and procedures such as job descriptions, volunteer expectations, and ministry guides (playbooks) - Established a system for assimilating new visitors to the different areas of connections of the church - Established onboarding and offboarding systems and processes for different teams - Established a system of accountability and follow-up with the different teams of the church - Created an organizational structure (P.P.V.) for every team to help them be organized and execute their ministry expectations well - Preached once a month (average) - Assisted in setting up the necessary items for performing a Sunday celebration service, such as; setting up chairs, stage, cameras, microphones, ProPresenter, etc. - Assisted lead pastor with any other necessary duties of the day-to-day operations of the church Show less



The Cloud Church

• Irvine, California, United States

• Operations & Campus Pastor

  • Jan 2014 - Dec 2017

  Assisted the lead pastor with planting this church in Irvine CA. - Established an assimilation process that would encourage new visitors to connect with other ministries of the church. - Established a School of Discipleship with different courses and classes that would help a believer mature in their relationship with God. This included a Next Step class. Created material to teach as well as resourced leaders with the necessary tools to run the school of discipleship. - Prepared and preached once a month. - Assisted lead pastor with creating preaching series and calendars. - Led a Spanish Sunday service - I was specifically involved with leading the team and preaching. Show less



simplehuman

• Manufacturing
• 1 - 100 Employee

• Customer Service Department Manager

  • Sep 2015 - Jan 2016

  At Simplehuman, I temporarily worked on helping to lead and establish the Customer Service department goals, KPIs, objectives, and strategy. Also leading a team of 13 people in providing excellent customer support to customers having issues with their products. Created metric reports, personal agent profiles, and an internal knowledge base system. Involved in providing feedback to the product team for improving our products and systems. At Simplehuman, I temporarily worked on helping to lead and establish the Customer Service department goals, KPIs, objectives, and strategy. Also leading a team of 13 people in providing excellent customer support to customers having issues with their products. Created metric reports, personal agent profiles, and an internal knowledge base system. Involved in providing feedback to the product team for improving our products and systems.



Media Temple

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Customer Support Technical Lead

  • Jan 2014 - Jan 2016

  As a Customer Support Technical Team Lead at (mt) Media Temple, I provided direct assistance to other agents. I ensured that all agents were successful with their interactions with customers, provided coaching and training, and helped guide agents in both technical and procedural aspects of their every day operations.

• Customer Support Representative

  • Jan 2013 - Dec 2013

  As a Customer Support Agent in (mt) Media Temple, I assisted customers with a range of issues from technical server problems, to website-related modifications, and billing and sales related questions. At a technical level, I assisted with some of the following related issues:-Handled Level 1-3 support issues through a high volume helpdesk environment-Support, renewal and upselling of Weebly-FTP, HTML, PHP, MYSQL-DNS management-JSA shell access for shared server management-Implementation and management of popular scripts-Support and troubleshooting for popular scripts-Usage of cPanel, WHM, WHMCS, Plesk, Parallels-Provided assistance and processing of billing-Provided assistance for CSR's of all levels-SSL installation and implementation-Site/Account migrationsIn the first year of my employment with (mt) Media Temple, I went from a CS Level 1 to a CS Level 3 by passing a series of examinations and hands-on server issue fixes. Show less



Christian Tabernacle Church

• United States
• Religious Institutions
• 1 - 100 Employee

• Youth Pastor

  • Jan 2011 - Dec 2013

  As a Youth Pastor, I was in charge of creating a safe environment for young people to grow in their relationship with God. Created youth events with live worship music, games, fellowship. Outings in safe places with adult supervision. Prepared relevant messages, and established a series of youth small groups across Orange County, CA. Created events where it would help establish a bridge where parents and their children would connect as well. Reported attendance and other relevant metrics to the senior leadership of the church. Show less



The Envoy Project

• Santa Ana, California

• Director of Information Technologies

  • Feb 2011 - Sep 2013

  At The Envoy Project, I managed a portfolio of clients' internet-related assets. - Created websites - Managed web security services - Installation of scripts - Maintenance of scripts - Daily script updates - Managed email services At The Envoy Project, I managed a portfolio of clients' internet-related assets. - Created websites - Managed web security services - Installation of scripts - Maintenance of scripts - Daily script updates - Managed email services



Lunarpages

• Anaheim CA

• Customer Service Representative

  • Nov 2010 - Aug 2011

  At Lunarpages as a CSR, I managed websites, cleaned hacked websites, provided support for customers, Spanish and English support. -Handled Level 1-3 support issues through a high volume helpdesk environment -Support, renewal and upselling of Weebly -FTP, HTML, PHP, MYSQL -DNS management -JSA shell access for shared server management -Implementation and management of popular scripts -Support and troubleshooting for popular scripts -Usage of cPanel, WHM, WHMCS -Provided assistance and processing of billing -Provided assistance for CSR's of all levels -SSL installation and implementation -Site/Account migrations Show less



Disneyland

• Customer Service

  • Jan 2007 - Jun 2010

  Customer Service. Customer Service.