About

Work Experience

• Software Engineer (Full Stack), WooCommerce.com (Automattic Inc.)

  Sep, 2023 - Apr, 20251 year 7 months

  Embedded in WooCommerce’s engineering team, led foundational enhancements across product discovery, performance, SEO, and AI. Drove complex initiatives integrating backend systems with modern React-based frontends and standardized AI features within the WordPress ecosystem.

  • Implemented company-wide AI proxy integration, standardizing feature deployment and tracking across WooCommerce.com, enabling prompt-level control and cost analysis.

  • Launched experimental product comparison MVP, streamlining plugin selection for customers.

  • Eliminated 40%+ of plugin-based redirects, increasing site efficiency through a CLI tool for migrating data to server-level NGINX redirects.

  • Automated sync and translation of SEO metadata, improving localization.

  • Architected React-based marketplace with modular components and user interaction tracking.

  • Planned unified product recommendation infrastructure using Algolia Recommend and a custom in-house API proxy for decoupled control across environments.

• Senior Customer Support Agent / Project Lead, WordPress.com (Automattic Inc.)

  Jun, 2018 - Dec, 20235 years 6 months

  Supported enterprise WordPress.com customers, resolved escalated technical issues, and led complex cross-functional projects enhancing customer self-service and operational efficiency.

  • Led development of automated downgrade flows, reducing manual interventions and increasing customer autonomy.

  • Awarded "Distinguished HE" recognition (Top 5 of 300+ quarterly) for excellence in customer experience.

  • Resolved advanced escalations involving custom features, server access, and platform-specific issues.

  • Mentored new engineers, successfully onboarding and retaining 4+ colleagues through structured buddying programs.

  • Delivered live webinars on WordPress usage and tools, improving customer engagement and reducing support volume.

  • Maintained learning assets and self-led courses for broad knowledge accessibility.

• WordPress Consultant & Founder (Part-Time), devNel

  Oct, 2017 - May, 20257 years 7 months

  Founded and operated a consulting business focused on ethical web design, accessibility, and custom WordPress builds for small-to-medium enterprises.

  • Delivered bespoke WooCommerce sites optimized for performance and accessibility.

  • Embedded SEO and analytics best practices to help clients grow reach and conversions.

  • Advocated for sustainable tech practices including green hosting and code efficiency.

• Technical Director, Illustrate Digital

  Feb, 2014 - Oct, 20173 years 8 months

  Directed engineering, support, and project operations for a WordPress-focused digital agency. Recruited and oversaw a distributed team while managing client relationships and technical strategy.

  • Rolled out Slack, Asana, and remote-first workflows, creating cohesion across hybrid teams.

  • Acted as an escalation point for customer issues, maintaining high satisfaction rates.

  • Handled hiring and training of engineering and support staff.

  • Advocated for team-first leadership, jumping in on development tasks and direct client communication to build morale and trust.

• Customer Support Manager, Freestart PLC

  Apr, 2013 - Feb, 201410 months

  Managed customer service operations for web hosting clients, reporting directly to senior leadership and shaping support excellence culture.

  • Instituted staff training protocols that improved resolution times and customer satisfaction.

  • Served as liaison between technical teams and executive leadership on service quality.

Skills

Education

Volunteer Work