Experience

IIHR Engineering Services

• United States
• Civil Engineering
• 1 - 100 Employee

• Graduate Research Assistant

  • Aug 2023 - Present



GoDaddy

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

• Technical Account Manager II

  • Apr 2022 - Jul 2023

  • Provided world-class inbound customer care to GoDaddy’s premier server customers by providing technical support, customer service, and business consultation to help each customer achieve and enhance their online presence.• Ran diagnostics and monitoring of servers, pre-emptively identifying, and resolving potential issues with clients’ servers.• Troubleshooted and resolved issues related to clients’ websites.• Installed and configured SSL certificates.• Rebooted servers in single-user mode to reset root passwords, remove firewall rules, delete excessive log files, and other tasks that would prevent a server from working normally.• Remote login to servers using RDP/SSH and ran scripts as root.• Created documentation in Confluence for various procedures.• Migrated clients’ websites and conducted full server-to-server migrations.• Awarded “Rockstar Award” in Q4 2022 for being a top performer in department. Show less

• Technical Account Manager I – Server Diagnostic Support

  • Nov 2021 - Apr 2022

  • Took inbound phone calls from customers with questions and issues related to servers.• Performed diagnostics on customer-owned virtual private and dedicated servers, resolved server outages, and escalated issues to system admins. • Led team in total number of service tickets completed.

• Technical Account Manager I – Website Migrations

  • Nov 2020 - Nov 2021

  • Offered a premier white-glove website migration service to customers.• Used proprietary software to handle intake and transfer of customers’ website data.• Troubleshooted issues with migration failures by updating configuration files, code, and manually transferring data whenever necessary.• Top performer on team in areas of customer availability, phone calls taken, and service tickets completed.

• Consultant – Hosting Support I

  • Sep 2019 - Nov 2020

  • Provided inbound phone support for customers with issues pertaining to website hosting.• Guided customers through navigating MySQL databases to manually update rows.• Resolved configuration errors with WordPress websites.• Assisted customers with how to install SSL certificates.

• Consultant – Productivity I

  • Sep 2016 - Sep 2019

  • Took inbound support calls with an emphasis on Microsoft 365 subscriptions.• Engaged clients to maximize utility of current products and services.• Mastered use of Microsoft 365 tools and services, including advanced tools for troubleshooting.• Used administrative tools to run message traces, setup aliases, and detect malware. • Performed email migrations from 3rd party and IMAP-based emails to Microsoft 365. • Assisted customers in setting up email on various devices.• Attained comprehensive understanding of how email works including differences between POP, IMAP, and Microsoft Exchange.• Mentored and shadowed teammates through GoDaddy’s “Future Leaders” program. Show less

• Sales and Support Consultant

  • Oct 2015 - Sep 2016

  • Handled inbound support calls for general inquiries on all GoDaddy products and services.• Answered questions about domains and helped troubleshoot DNS issues.• Explored potential business opportunities and built rapport with customers.