Senior Executive

• Mar 2022 - Present

Graduate Student

• Mar 2020 - Present

Technical Executive Officer

• Mar 2020 - Aug 2022

Job Responsibilities• Administer customers' servers and provide them with immediate assistance• Identify and solve problems on the servers: DNS, security (spam, DDoS, firewalls), performance tuning, Apache, IIS, MySQL, control panels (WebsitePanel, Plesk, Cpanel, and others hosting panel)• Manage emergencies involving unreachable servers (commonly called "downs")• Provide unparalleled customer service by phone and email• Provide professional and friendly support consistently via telephone and electronic help desk• Prioritize requests to be addressed, and tickets• Escalate tickets to your colleagues as necessary in order to meet resolution deadlines• Contribute to knowledge sharing by writing articles for our knowledge base and our documentation system• Act as a liaison between technical support and other departments• Troubleshoot and solve a wide range of customer support issues• Linux & Windows system and process monitoring• Operating system and application installation/configuration• Performing scheduled maintenance tasks• Providing customer support over email, ticket, phone, and other media.• Develop technical plans in coordination with the Technical Team to achieve revenue goals.• Continuous skill development in Web Services & Securities relates technologies• (e.g: Plesk, WHM/cPanel, JetBackup, Apache, LiteSpeed, BitNinja, SSL Certificates, CDN, etc.)• Work with various Linux distributions using CLI.• Develop creative strategies to retain the clients including interviewing them to take their feedback and incorporate it into the growth plan.• Input and track leads in an established WHMC system and other CRM.• Complete any assigned task by the line manager in due time. Show less

System Support Engineer

• Nov 2020 - Present

System Support Engineer

• Nov 2019 - Present

Duties/Responsibilities: Install & configure the computer application & network devices (Router, Switch, OLT, etc.) Design and implementation of office LAN, WAN. Mikrotik configuration (NAT, DHCP, PPPoE, VLAN, Routes) Setup wireless Router & Access point configure & troubleshoot. Analysis of customer technical complaints, find out the root cause and provide solutions. Analysis of network performance and traffic to ensure a better quality of service. Participate in a 24*7 call-out roster if required, support for co-location, customer backup network, and ISP service monitor and maintain all client’s network. Respond to customer's calls, emails & act accordingly regarding issues. Give physical support as per customer's requirement. Troubleshooting & maintain the computer network. Show less

System Engineer

• Nov 2019 - Feb 2020