JASON COUSINS **EDUCATION** Parkview Baptist Academy | Missouri City, TX : Computer Academy High School Diploma Technical Education Center | Missouri City, TX : Computer Maintenance Degree Received: A+ Certification **RELATED EXPERIENCE** WP Engine - Austin, TX 01/16-Current ======================================================================================= **Customer Support Specialist** * My primary duty is to support our customers with WordPress related issues.I'm the person our customers turn to when they have a problem and providing the solution is my top priority! * I apply creative problem-solving techniques to identify the source of problems while at the same time keeping the customer updated with progress of the issue. * I am well-versed in all the parts and services involved in running a website. WordPress is at the top of the list, but I'm also familiar with plugins, database servers, DNS, FTP, SFTP, and SMTP to name a few. * I do the right thing for the customer, which may require going above and beyond. * I take the initiative to learn about the customer, understand their problem, and determine the best way to fix it. * I contribute to the growth of my co-workers by sharing knowledge through email, written documentation and other resources. * I cultivate lasting relationships with our customers and co-workers because this is what matters in the long term. Hostgator - Austin, TX 08/14-12/15 ======================================================================================= **Linux System Administrator** * Primary duty to support current and future customers via email support; Prior to email support, phone and internal chat support for 6 months * Assist customers with inquires to purchase website hosting, web design, search engine optimization, malware protection and other services * Troubleshoot web hosting issues and maintain their account information. This includes a primary focus on cPanel, Wordpress, Apache/Nginx errors, DNS problems and general server related issues. * Diagnose and translate issues into an understandable and well written response * Use of the following: CSS, HTML, PHP, and Bash Scripting * Experienced with GNU Core Utilities; intermediate use of find, awk, sed, grep and regex patterns **Level 2 Junior Administrator** * Support customers via telephone while also maintaining assistance to other support agents as needed * Diagnose and verbally translate issues into understandable written tickets * Assist other co-workers with issues when help is needed Game Gods Repair - Austin, TX 06/13-05/14 ======================================================================================= **Store Manager** * Repaired a variety of smartphones, laptops and various tablets * Redesigned the company ticket system written in OSTicket, an open source PHP platform * Converted and redesigned the company website from Joomla to Wordpress * Performed SEO for 'iPhone Repair' in Austin resulting in it having #1 ranking in Google * Designed an inventory and POS system saving the company monthly fees on unnecessary cost * Implemented an appointment system for customers to book repairs online for convenience * Increased average repair sale by 25% by engaging customers to purchase charge cables, cases and other accessories/attachments * Set quality control procedures in place to reduce our warranty returns Mr. Notebook Inc - Austin, TX 04/11-04/13 ======================================================================================= **Store Manager** * Repaired computers, completed solder jobs and sold laptops as needed * Increased sales of laptops, repairs and accessories sold by correcting it's presentation and engaging customers with my prior sales experience * Maintained our network through our Linux server and improved it by adding several useful tools to it's PXE boot sever (We had a headless Ubuntu server I managed. We built the server from scratch and also implemented PXE boot, a Samba server as well as the ability to multi-cast an image to 30 – 50 machines at once, if needed) * Planned laptop preparation process to get laptops imaged in bulk and sold when needed (Scripted and automated gathering of notebook information and making of price tags. Computer inventory was also gathered via a cronjob and uploaded to our website, which used Opencart.) * Performed SEO for 'Notebook Repair' in Austin resulting in it having #1 ranking in Google * Designed the company CMS for tracking repairs and it's website * Developed internal documentation that coordinated our employees and resulted in a better experience for our clients/customers * Implemented an active inventory system allowing us and our customers to view and compare every notebook that was available via our website Sam Computers - Austin, TX 03/10-03/11 ======================================================================================= **Repair Technician** * Reinstalled operating systems and drivers; Replaced notebook fans and heat sinks; * Swapped motherboards, Optical Drives, Hard Drives, and LCD screens for laptops * Repaired all brands of cell phones including Blackberry, iPhone, Nokia and HTC * Replaced board level components in TVs and Monitors * Other duties included: ordering parts, packaging shipments, handling customer issues, deposit of money, activating and unlocking cellphones, selling laptop/desktops and accessories, designing campaign Ads, fliers and coupons Circuit City Stores Inc. - Pearland, TX 10/06-09/08 ======================================================================================= **General Computer Sales Manager** * Promoted several times prior to becoming a sales department manager * Obtained Microsoft MCP certification through company training * Trained roughly 19 employees and maintained sales reports for each person * Liable to be knowledgeable about our policies, products and how to engage with customers * Participated in weekly conference calls with district managers and offered solutions to common issues