It's Emilio

Resume

Emilio Rivera Gonzalez

Whittier, CA, USA
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Professional Summary

Technical Support and Web Solutions Specialist with extensive experience in WordPress, WooCommerce, and SaaS support. Skilled in resolving technical issues, managing customer relationships, and collaborating with engineering teams to improve platform performance. Strong background in WordPress site administration, DNS configurations, and writing detailed issue reports. Passionate about optimizing the user experience and ensuring seamless partner onboarding and support.

Skills

  • WordPress & Web Development: WordPress Admin, Block Editor, WooCommerce, HTML, CSS, JavaScript, DNS Configurations
  • Technical Support & Troubleshooting: SaaS Support, Root Cause Analysis, WordPress Debugging, Site Migrations, Customer Training
  • Project & Partner Management: Onboarding, Issue Tracking (Jira, Trello, ClickUp), Stakeholder Communication, Process Optimization
  • Technical Documentation: Writing GitHub Issues, Knowledge Base Creation, User Education
  • Cross-Functional Collaboration: Working with Developers, Designers, and Product Teams, Escalation Management

Experience

Freelance Web Developer & Founder

May 2024 – Present

  • Developed and launched WordPress-based websites, including a Brazilian Jiu Jitsu gym site and a calorie calculator web app, ensuring mobile-first design and functionality.
  • Managed DNS configurations and WordPress site migrations, optimizing hosting and performance.
  • Built a community-driven Brazilian Jiu Jitsu space, overseeing the full transformation of a physical location, project planning, and budget management.

SureSwift Capital Inc – Remote — Lead Customer Happiness Specialist

October 2016 – May 2024

  • Diagnosed and resolved 100+ technical issues monthly, achieving a 95%+ customer satisfaction rate.
  • Collaborated with engineering teams to resolve escalated customer issues, enhancing platform stability and trust.
  • Conducted root cause analyses for recurring technical issues, reducing incident frequency by 20%.
  • Delivered onboarding sessions for new users, increasing adoption rates through step-by-step guidance.
  • Authored customer-facing documentation to aid troubleshooting.

BraveNewCode Inc – Remote — Technical Support Lead

October 2010 – October 2016

  • Provided technical support for the WordPress plugin WPtouch, resolving customer issues efficiently.
  • Trained and led a team of support specialists to ensure high-quality service.
  • Bridged customer insights and product development, driving enhancements that boosted plugin usability.
  • Authored comprehensive FAQs and guides, cutting support ticket volume by 20% through effective self-service tools.
  • Improved user experience through regular technical reviews and issue resolution.

Self-employed – Remote — Web Developer

September 2005 – October 2010

  • Managed high-traffic WordPress sites, ensuring 99.9% uptime and performance optimization.
  • Provided technical consultation on site migrations, DNS configurations, and plugin management.
  • Developed and maintained websites using HTML, CSS, JavaScript, with a focus on SEO and user experience.

Volunteer Experience

Volunteer Assistant Coach — Kids’ Brazilian Jiu Jitsu Classes

July 2023 – March 2025

  • Coach children (ages 4–6) in Brazilian Jiu-Jitsu, fostering teamwork, discipline, and confidence.
  • Assist lead instructors in teaching structured lessons and developing age-appropriate drills.
  • Ensure a safe and engaging training environment for young students.
  • Help children build confidence and athletic skills through structured training.

Education

DeVry University, Long Beach, CA
B.S. Network and Communications Management — 2002–2005