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Bio

I have been working as a WordPress Product Support Engineer since 2016.

WordCamp Experience:
WordCamp Barishal 2026: Lead Organizer
WordCamp Dhaka 2025: Volunteer
WordCamp Dhaka 2025: Support Table Lead
WordCamp Dhaka 2025: Themes Table Lead
WordCamp Sylhet 2024: Support Table Lead
WordCamp Sylhet 2023: Speaker
WordCamp Asia 2023: Volunteer
WordCamp Kolkata 2022: Attendee
WordCamp Taiwan Online 2021: Attendee
WordCamp Italia Online 2021: Attendee
WordCamp Spain Online 2021: Attendee
WordCamp Europe Online 2020: Attendee
WordCamp Dhaka 2019: Attendee
WordCamp Kolkata 2019: Attendee

I am the Lead Organizer of the Barishal WordPress Meetup, where I passionately promote WordPress and advocate for open source software. In addition, I offer my expertise in website design, development, and testing. Contributing to the WordPress community brings me great joy, and I am always excited to connect with new individuals and find ways to support them in reaching their objectives.

When I’m not immersed in the digital world or working on WordPress, you can find me indulging in my other interests. I love playing football, exploring new places through travel, and going on bike rides. Attending Meetups and WordCamps is another way I stay engaged and connected with like-minded individuals. I also find solace in books, capturing moments through photography, creating digital art, and sharing my thoughts online. Additionally, I find fulfillment in spending time with individuals with disabilities and lending them a helping hand. My dedication to volunteering began in high school, where I actively engaged with non-profit organizations.

Before venturing into web programming, I had notable involvement with Electric Media, specifically Channel i TV, Priyo, and Bhorer Kagoj.

Interests

Business Development
Customer Service
Community
Entrepreneurship

WordPress Origin Story

Let me introduce myself as a web developer who fell head over heels for WordPress.com back in 2008. You can find my presence on the WordPress forums at https://en.forums.wordpress.com/users/wpfahim. Since then, my journey with WordPress has been nothing short of transformative.

In 2010, I made the decisive switch from Joomla to WordPress, fully embracing its functionalities and capabilities. This marked a turning point in my career, as in 2011, I embarked on a freelance journey, utilizing WordPress as my primary platform.

Between 2012 and 2016, I took a significant leap forward by joining Electric Media, immersing myself further in the WordPress ecosystem. During this time, I actively participated in WordPress meetups, expanding my network and knowledge base.

In 2017, I made my first meaningful contribution to the WordPress community, recognizing the value of giving back to the platform that had brought me so much joy. The following year, I attended WordCamp and proudly published my first plugin on WordPress.org, adding to the ever-growing collection of resources available to WordPress users.

As 2019 rolled around, I not only continued my WordCamp participation but also took on the role of WordPress Meetup Organizer and Theme Reviewer. This allowed me to play a more significant role in fostering a sense of community and sharing expertise within the WordPress realm.

The year 2020 marked another milestone in my WordPress journey as I became a Core Contributor, Hosting Contributor, and Support Contributor. These engagements deepened my involvement in the development, hosting, and support aspects of WordPress, enabling me to contribute to its continuous improvement.

In 2021, I was honored to be a recipient of the Yoast Care Fund (https://yoast.com/community/care-fund/recipients/fahim-murshed/), further motivating me to continue making a positive impact in the WordPress community. Additionally, I had the privilege of contributing to WordPress Photos, followed by my involvement in WordPress Patterns in 2022.

Looking ahead to 2023, I am thrilled to announce that I will be speaking at WordCamp Sylhet, where I will share my insights and experiences with fellow WordPress enthusiasts.

Looking ahead to 2024, I’m thrilled to announce the official release of WordPress 6.7 “Rollins” and feel truly honored to have contributed to this significant milestone. It’s a privilege to be part of a project that empowers millions worldwide.

As a dedicated web developer, I am passionate about WordPress and actively promote it both online and offline, with a particular focus on Bangladesh. My journey with WordPress has been marked by continuous growth, contribution, and an unwavering love for this remarkable platform.

Badges

CODE

9 badges

Core Contributor '20 Design Contributor '24 Hosting Contributor '20 Meta Contributor '19 Pattern Author '22 Plugin Developer Theme Developer Themes Team '19 WP-CLI Contributor '19

CONTENT

4 badges

Documentation Contributor '20 Marketing Contributor '19 Photo Contributor '22 WordPress.tv Contributor '20

COMMUNITY

4 badges

bbPress Contributor '24 Meetup Organizer '19 WordCamp Speaker '23 WordCamp Volunteer '25

PRACTICE

4 badges

Support Contributor '20 Support Team '20 Test Contributor '25 Training Contributor '20

POLYGLOTS

2 badges

Translation Contributor '18 Translation Editor '19

Job History

Product Support Lead

May 2024 – May 2026

Kahf Yazılım A.Ş

Directed support operations for a portfolio of six global mobile applications, managing a distributed team of Support Leads and Engineers. Under my leadership, the organization successfully resolved 400,000+ customer issues, consistently maintaining an 89% CSAT score. I architected a high-efficiency workflow that guaranteed initial response times within 1 hour, with a maximum 24-hour resolution window. Beyond daily operations, I focused on organizational scaling mentoring leads, institutionalizing SOPs, and serving as the primary strategic bridge between support and development teams to align product roadmaps with user needs.

Technical Support Specialist

Jan 2020 – Mar 2024

Brainstorm Force (Astra Theme)

- Delivered end-to-end technical support to 9,000+ customers across WordPress products, with a focus on the Astra theme and Astra Pro plugin, maintaining a 95%+ customer satisfaction rate.

- Diagnosed and resolved complex issues spanning websites, plugins, and themes, consistently reducing resolution cycle times and minimizing customer downtime.

- Partnered with product and engineering teams to escalate critical bugs, driving measurable improvements in product stability and quality.

- Produced 100+ support documentation and knowledge base articles that expanded self-service capabilities and reduced repeat ticket volume.

- Channeled customer feedback into actionable product improvement recommendations, directly influencing feature and UX decisions.

Support Engineer

Mar 2015 – Feb 2020

Themeum

- Delivered first-line support for 6000+ clients, resolving high volumes of technical queries on Joomla and WordPress solutions.
- Developed and maintained a support knowledge base, increasing client self-help usage.
- Collaborated cross-functionally on product updates and customer feedback integration.
- Recognized for consistently meeting resolution timelines and enhancing customer experience.