Terrance Kirby
About Terrance Kirby
Terrance Kirby is a Customer Support L2 at WP Engine in Austin, Texas, with a background in server monitoring and administration.
Current Position at WP Engine
Terrance Kirby holds the position of Customer Support L2 at WP Engine in Austin, Texas, United States. He has been working there since August 2019. In his current role, Kirby focuses on achieving first contact resolution, high Net Promoter Scores (NPS), time efficiency, and overall customer satisfaction and confidence. He also provides internal assistance to other technicians through chat rooms or by phone.
Previous Roles at WP Engine
Before his current position, Terrance Kirby worked at WP Engine from 2014 to 2019 as Customer Support. During these five years, he gained extensive experience and developed his skills in customer service, which led to his current L2 role.
Employment at Hostgator.com
Terrance Kirby has a solid foundation in technical support roles from his tenure at Hostgator.com. Between 2012 and 2014, he served in several positions including Junior Administrator, Migrations Administrator, Internal Support Administrator, and Server Monitor. These roles collectively spanned over two years, during which Kirby honed his technical and administrative skills.
Work Experience at McDonald's Corporation
In 2010 and 2011, Terrance Kirby worked at McDonald's Corporation for 11 months in different capacities such as Cashier, Cook, and Trainer. This role provided him with early experience in customer service and teamwork.
Educational Background
Terrance Kirby completed his high school education in General Studies from 2008 to 2012. He also attended New Mexico Military Institute, where he undertook a High School Program focused on Army Prep. Additionally, he has focused on Linux Administration as part of his continued education.