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By the Numbers

I narrow down my specialties to four main areas: Customer Service, Web Design, Web Development, and WordPress. I split my individual learning and client time on these tasks to further my progress as a developer, and believe they will be highly valuable for your project.↓

  • CUSTOMER SERVICE

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  • WEB DESIGN

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  • WEB DEVELOPMENT

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  • WORDPRESS

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A Little About Me

My name is Josh Dunn and I can't thank you enough for visiting my website. I graduated from the University of South Alabama in May 2015 with a Bachelor's of Science in Information Systems. When I wasn't gaming or working, I'd spend the majority of my free time dabbling in web development. I did a little work with HTML and CSS before I found out about Content Management Systems. I sat down in front of my first Joomla site and was amazed at the difference a CMS made. I eventually made the switch from Joomla to WordPress and I haven't looked back. I've spent time on a wide variety of different projects over the past three years within industries such as: e-commerce, political campaigns, non-profit organizations, and more. I love WordPress and can't really imagine the Internet without it. This is why I would be a good fit for your project.

What Can I Do?

I've separated my skills into five categories. 

Web Development
  • WP Elevation Certified
  • WordPress.org/.com
  • Domain/DNS Support
  • Shared/Managed Web Hosting
  • SEO
  • Responsive Design
  • Beaver Builder/Themer
  • Divi
  • Visual Composer
Project Management
  • Agile
  • Asana
  • Gantt Chart
  • Work Breakdown Structure
Plugins
  • WooCommerce
  • Akismet
  • Jetpack
  • UpdraftPlus
  • iThemes Security
  • YoastSEO
  • Google Analytics for WP
Languages
  • HTML
  • CSS
  • SQL
  • JavaScript
  • PHP
Software
  • Process Street
  • Slack
  • Trello
  • GitHub
  • Adobe Creative Suite
  • Zapier
  • Help Scout

What Is Support To Me?

Putting the customer first.

My 4-Step Support Action Plan

This is something I have developed over the years.

Empathize

Empathizing with customers on how the issue at hand affects their business is the best way to build a stronger connection. Many customers believe their assigned support rep is just going through a checklist for a pay check at the end of the week.

Question

Once I form a stronger connection with the customers, I start to ask questions to better understand the issue at hand. Starting to perform my troubleshooting steps without enough information will lead to a decrease in the number of tickets I am able to resolve and an unhappy customer.

Analyze

The third step is where I start looking at all of the information I gathered from the previous step and what it means. Looking at what caused the issue and if it’s reproducible is a huge factor in finding a solution in a timely manner. I also look at any dates associated with content changes, plugin uploads/activations, and user activity. Keeping track of when and what changed on a website helps narrow down the end result.

Resolve

It’s time to put everything from the previous step into action. I go through my “Cover Your Assets Checklist” that confirms the site is ready for changes. This includes the following: recent backup, users and client notified of possible downtime, ensure the staging/test site is identical to the production environment. Once the checklist is completed, I perform the needed tasks and provide the customer with a final report.

The Hot Seat

Here's your chance to pick my brain.

Have you been part of an amazing customer support experience? Tell us what made it memorable.

The most memorable customer support experiences are when the support rep remembers my name and/or the previous issues he or she has helped me with. It’s nice to have more of a personal connection with the support rep instead of just answering a few questions and then being sent a survey.

Are you driven to achieve? Tell us about an accomplishment in your life that you’re proud of.

I think my proudest achievement would be getting a job at Blizzard Entertainment before I graduated college. When it comes to the video game industry, Blizzard is one of the top companies that every video game aficionado wants to work for. This was especially true for me since I’ve played their games for the past 16 years. I worked tirelessly on my resume and catered my skills to fulfill the job requirements before stepping my foot in the door.

Remote schedules can be flexible and support is an around-the-clock endeavor. Are you a night owl or weekend warrior? Do you prefer to work non-traditional times or outside of US business hours? If so, let us know.

Being 24 years of age with no kids allows for a lot flexibility. I enjoy burning the midnight oil but also enjoy a nice cup of coffee as the sun begins to rise. Working on the weekends and/or holidays is something that I understand is necessary in this line of work and am willing to do whenever needed.

Employment

I've been busy over the past two years.

Nov 2016-Present

Founder, Webskey 

Webskey is an online digital consulting agency for businesses and individuals.

Jan 2016-Nov 2016

Co-Founder, 251Now 

251Now was an online marketing platform for local creatives and businesses.

May 2015-Dec 2015

Associate Desktop Technician BIIS, Blizzard Entertainment Inc.

Blizzard Entertainment is a video game development company located in Irvine, California.

Founder at Webskey

Web design and development services for clients

• Design and build WordPress websites using WordPress.com and WordPress.org
• Talk with clients via a Go Wide Go Deep meeting to understand the project
• Provide maintenance via ManageWP and monthly care plans
• Train clients on WordPress topics ranging from beginner to advanced

Managed services provider for individuals and small businesses

• Provide hardware support using Microsoft Deployment Toolkit
• Provide software support for Windows and MacOS via TeamViewer
• Train clients on topics such as MS Office suite, File Explorer, and Email setup
• Track and resolve tickets using Help Scout

Inbound marketing services for clients

• Implement product/sales funnels using WordPress and Beaver Builder
• Setup and implement email marketing campaigns using ActiveCampaign
• Train clients on using Google Analytics, ActiveCampaign, and Buffer
• Utilize Facebook Ads to build audience interaction and increase conversion

Co-Founder at 251Now

Built and maintained a media heavy site for 251Now using WordPress

• Used Divi to build the overall layout and structure of the website
• Configured WordPress Engine's LargeFS to store and transfer data
• Setup an e-commerce store for digital and physical goods using WooCommerce
• Implemented an affiliate system using AffiliateWP

Built and maintained online profiles for ~120 affiliates (clients)

• Collected content such as biography, links, media, and more via Gravity Forms
• Utilized Divi's 'Project' function to give each affiliate his or her own page and link
• Optimized affiliate content with WP Smush and Kraken.io
• Designed each profile to be "mobile first"

Built and maintained a blog for regular content updates

• Utilized WordPress' built-in blog features
• Setup and curated a content schedule
• Proofread affiliate submitted content before adding it to the blog
• Protected our blog from spam using Aksimet

Associate Desktop Technician, BIIS at Blizzard Entertainment

Desktop support lead for 2nd floor at Blizzcon 2016
The 2nd floor consisted of executives, media personnel, and a demo room

• Maintained around 60 computers for demo purposes and interviews
• Performed walkthroughs every 30 minutes to check on each station
• Worked with quality assurance to further troubleshoot issues

Assistant lead for World of Warcraft team computer upgrades
~ 250-person computer upgrades for WoW team members and executives

• Built, imaged, and deployed hardware for each machine
• Performed each team member’s upgrade to accommodate his or her schedule
• Executed routine follow-ups and checks after each upgrade
• Managed a master list of software and hardware needs

Troubleshooting and repairs for company hardware
Ticketing software managing a total of 11 buildings (~4,000 computers)

• Managed a quick turn over rate per ticket
• Communicated with each user in regard to his or her ticket status
• Educated the user on the problem and how it was fixed
• Provided support for Windows, iOS, and OS X

Let's Talk

Phone

1. 251.402.1954

Email

josh@joshuabdunn.com

Location

Mobile, Alabama

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