Maria

Technical Support Engineer (Wordpress)

Dec 2023 - Present • 2 yrs 5 mos

- Resolved 100+ monthly customer support tickets via Zendesk and Gmail, maintaining a consistent first-response SLA and achieving measurable reduction in repeat issues through root-cause documentation. - Diagnosed and fixed theme–plugin compatibility conflicts across 15+ WooCommerce plugin products, cutting escalation rate by identifying recurring conflict patterns and producing internal resolution guides. - Delivered custom web solutions based on client specifications, collaborating cross-functionally to implement feature enhancements that improved plugin usability and reduced support volume.

Wordpress Developer

Dec 2021 - Dec 2023 • 2 yrs

• Developed and shipped 4 commercial WooCommerce plugins (Custom Order Status, Checkout Files Upload, Bulk Edit Products & Orders, Flip Product Image) from requirements through production release. • Maintained and updated an existing portfolio of 10+ plugins, resolving compatibility issues with major WordPress and WooCommerce version upgrades on a quarterly release cycle. • Performed theme customizations and resolved inter-plugin conflicts for client projects, reducing average bug turnaround time through systematic testing and version-controlled deployments via GitHub.