Web Producer / Technical Support Lead
(May 2019 -September 2025)
Planeteria is a Bay Area Technology and Marketing company specializing in website development for Local Governments, Municipalities, Non-profits, and Private Enterprises.
Please find out more about me within the company interview here.
As Senior Web Producer and Technical Support Lead, I oversee comprehensive web management and client relations for a portfolio of over 200 websites. My core responsibility is to ensure exceptional digital experiences, leading all aspects of client support, technical issue resolution, and crucially, driving our firm’s ADA compliance initiatives through active remediation and client education.
- Leads client support for over 200 websites, consistently exceeding SLAs and achieving 99% “excellent” client satisfaction ratings.
- Directs comprehensive ADA compliance initiatives: runs initial/ongoing accessibility scans (Lighthouse), leads remediation, generates detailed ADA audit reports for clients, and oversees manual QA testing.
- Proactively shapes accessibility strategy: developed & delivers internal presentations on web accessibility importance. Implemented user-focused accessibility enhancements and addressed cognitive accessibility challenges for content.
- Developed/delivered comprehensive CMS and ADA compliance training programs for new and existing clients, emphasizing practical application of alt tags, page structure, and color contrast.
- Resolves complex technical issues across multiple CMS platforms (WordPress, Drupal, Kentico, Volusion, Shopify), personally handling over 1000 support requests in 2023.
- Acts as central coordinator for complex client requests, bridging communication and execution among clients, designers, and front/back-end engineers, including ADA compliance specialists.
- Provides technical guidance to junior team members and collaborates with project managers for seamless client coordination.