Kyle Chapman

KYLE F CHAPMAN +39 - |- TECHNICAL SUPPORT ENGINEER I CUSTOMER SUCCESS LEADER I OPERATIONS MANAGER Highly analytical, adaptable, results-oriented technical support specialist and customer success leader equipped with 10 years of success, delivering best-in-class service by developing proactive, creative, and cutting-edge solutions. Extensive experience managing and prioritizing multiple projects simultaneously, employing expert-level attention to detail and excellent collaboration abilities to deliver on time and within budget. Recognized for possessing remarkable interpersonal and communication skills and a history of thriving within fast-paced remote and in-person environments. Customer Lifecycle Management  Product Education  Solutions Development  Project Management Content Development  Marketing  Social Media  Operations Management  Customer Success Technical Support  Client Relationship Management  Communications  Team Leadership & Development P ROFESSIONAL E XPERIENCE FREELANCE: Technical Support Engineer 2013-Present Provides hands-on technical support by working closely with clients to identify issues, analyze information, and provide solutions, including hardware installation, data recovery, and malware removal. Serves as advisor and expert on social media content development and assists with ad hoc projects on an as-needed basis. WORDS AND PICTURES MARKETING: Operations and Technical Support 2018 Served in a multifaceted role for the web design, SEO, graphic design, and content marketing agency. Handled all aspects of purchasing, shipping, and store-related tasks for two eCommerce websites, including creating discount codes, managing disputes with Stripe, collaborating with overseas suppliers, and processing supplier payments via PayPal. Held accountability for overseeing and maintaining all affiliate networks, including revenue tracking for several content marketing websites. • Managed two eCommerce women’s fashion websites, utilizing AliExpress and an India-based supplier. • Expert on Shopify eCommerce platform, coordinating and handling plugin installation, replacing bad SKUs, and updating product status to “out of stock” to ensure successful operations. • Selected to support the CEO of Wander Media LLC as technical expert responsible for setting up, managing, and handing off the growing project to a smaller company in the Philippines, including training replacement team. • Created and delivered revenue reports for Amazon Affiliate, Mediavine, and Google AdSense for two blog websites (Everythingmom.com / Hookedtobooks.com), as well as banner ads for Hookedtobooks.com. • Supported pre-and post-acquisition activities for Everythingmom.com, including replacing Amazon Affiliate tags in WordPress pages/articles with company tags. • Assisted with a website migration to a new host, managing all aspects of obtaining information from domain registrar and handling support tickets through G Suite for Business. • Enhanced the customer support function by switching to GrooveHQ, a SaaS helpdesk integrated with Gmail. EPIC PROVISIONS/GENERAL MILLS: Epic Direct Shipping, Quality Control - Tapped to manage shipping and quality control for the EPIC Provisions snack division of General Mills, working collaboratively across departments to identify and resolve supply and quality issues. Worked diligently to pick orders, scan products, and pack boxes, ensuring high levels of accuracy and efficiency. • Worked overtime with a team to coordinate an effort to meet a deadline for a large order for a new wholesale client. A DDITIONAL E XPERIENCE Customer Service Representative: Continually delivered best-in-class customer service by providing product knowledge, support, and a welcoming and sales-driven environment that achieved high levels of revenue, satisfaction, and retention. • Rudy’s “Country Store” & Barbeque,- • Radio Shack,- • Best Buy,- • Lowe’s Home Improvement, 2012 E DUCATION & C ERTIFICATIONS CompTIA Security+ Certification INE: Penetration Testing I CodeCademy: Python, HTML, CSS, JavaScript, Bash I Skillshare: Complete Linux Training T ECHNOLOGY Operating Systems & Virtualization: Windows, Linux (Ubuntu, Parrot, RHEL, CentOS, Kali), VMware, VirtualBox Programming Languages: Python, HTML, CSS, JavaScript Productivity & Communications Tools: Microsoft Office (Word, Excel, PowerPoint), Slack, Zoom, G Suite