Ed Thomas
Team Lead, Escalated Support
New York, United States
Summary
🤩
Rockstar🎓
Top SchoolEd Thomas is an experienced support and customer-success leader with eight years at Automattic, now leading the Escalated Support team for WordPress.com from New York. He blends hands-on troubleshooting and IT management background with people-focused coaching, having progressed from Happiness Engineer to team lead while shaping processes for complex customer issues. His career began in frontline technical roles—from Geek Squad operations to IT management and freelance WordPress consulting—giving him a rare mix of retail, enterprise, and product-facing support experience. Comfortable with both technical diagnostics and training/communications, he repeatedly translates technical complexity into clear guidance for teams and customers. Colleagues know him for keeping work interesting—he’s described his freelance phase as “professional nerd” for good reason, combining curiosity-driven projects with practical problem solving.
8 years of coding experience
11 years of employment as a software developer
Communication and Media Studies, Communication and Media Studies at Full Sail UniversityCommunications, Information Technology, Communications, Information Technology at State University of New York at FarmingdaleAssociate of Arts - AA, Associate of Arts - AA at Eastern Gateway Community College
Github Skills (66)
woocommerce10
wordpress-themes10
traffic10
javascript10
jetpack10
wordpress10
api10
nodejs10
redux10
plugin10
php10
wordpress-plugin10
react10
feed9
google-keep9
Programming languages (6)
Github contributions (5)
edequalsawesome/hc-emo-mode
Jan 2019 - Feb 2020
Contributions:10 pushes in 1 year
edequalsawesome/twentytwenty-awesome
Nov 2019 - Oct 2020
Contributions:5 pushes, 1 branch in 10 months
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