Lee I
@leei
Technical support specialist with 15+ years’ SaaS and enterprise web experience, focused on fast, clear customer solutions.
GreeceWhat I'm looking for
I’m a technical support professional with 15+ years’ experience across telecommunications, enterprise web platforms, SaaS applications, customer support, and digital services. I bring ongoing hands-on management of CMS and platform environments, including WordPress, CiviCRM, and Adobe Experience Manager (AEM) since 2010.
I’m at my best when troubleshooting customer issues end-to-end: investigating problems, performing root cause analysis, resolving cross-platform bugs, and communicating technical concepts clearly to non-technical users. I also deliver reliable ticket management while meeting SLAs, KPIs, and quality standards.
Across my roles, I’ve supported enterprise workflows and escalation paths using tools like Salesforce, ServiceNow, Jira, and Confluence. In parallel, I manage multiple live websites and platforms—diagnosing and resolving issues across production environments, including maintaining a WordPress archive site with 90,000+ visitors since 2012.
I enjoy coordinating technical and stakeholder needs, whether as a project manager, web content editor, or community-focused operator. I’m motivated to keep services stable, improve the customer experience, and make documentation and accessibility part of how I work.
Experience
Work history, roles, and key accomplishments
Founder & Technical Operations
ThreadBear Atelier
Jan 2026 - Present (7 months)
Diagnosed and resolved customer issues related to orders, scheduling, and service delivery. Managed digital booking, payment, and communication systems while prioritizing multiple concurrent customer requests.
Independent Web & Platform Manager
Multiple Arts & Cultural Organisations
Jan 2010 - Present (16 years 7 months)
Provided long-term technical management of 10+ websites and platforms, including WordPress, AEM, Moodle LMS, Cargo.site, and custom HTML/CSS/JS. Diagnosed and resolved cross-browser and accessibility issues across multiple live production sites, maintaining hernoise.org continuously since 2012.
Project Manager
Future Needs
Jan 2024 - Jan 2025 (1 year)
Coordinated digital projects across distributed teams by managing documentation, reporting, and issue tracking. Acted as a liaison between stakeholders and technical contributors.
Supported enterprise web platforms and localisation workflows by investigating content, workflow, and platform issues while working within SLAs and KPIs. Escalated complex technical issues with clear documentation and coordinated with project managers and technical teams to resolve issues and releases.
Community Coordinator
AveloSpace
Jan 2017 - Jan 2022 (5 years)
Served as the first point of contact for community members, responding to enquiries with empathy and professionalism. Coordinated communications, appointments, and volunteers.
Digital Officer
Women's Resource Centre
Jan 2016 - Jan 2017 (1 year)
Delivered a digital transformation project creating accessible online resources for a national women's sector network. Managed the CiviCRM database and cross-network communications, implementing accessibility standards for inclusive digital development.
Associate Lecturer
University of the Arts London
Jan 2012 - Jan 2017 (5 years)
Delivered teaching, mentoring, and one-to-one student support. Awarded two University Teaching Awards for inclusive practice.
Customer Service Representative
Jan 2006 - Jan 2008 (2 years)
Delivered inbound customer and first-line technical support for Foxtel television services, including troubleshooting service issues, account access, and billing enquiries. Documented interactions in CRM systems while meeting quality, SLA, and performance targets in a high-volume environment.
Education
Degrees, certifications, and relevant coursework
City, University of London
Doctor of Philosophy (PhD), Music
2011 - 2014
Completed a PhD in Music at City, University of London from 2011 to 2014.
RMIT University
Master of Arts, Public Arts
2008 -
Completed an MA in Public Arts at RMIT University (year not fully specified).
Middlesex University London
Bachelor of Arts (Honours), Sonic Arts
Completed a BA (Hons) in Sonic Arts at Middlesex University London (years not specified).
Tech stack
Software and tools used professionally
Availability
Location
GreeceAuthorized to work in
Job categories
Skills
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