Akchay Venkitapathy
Palladam
Summary
Technical Support Engineer specializing in web hosting infrastructure and Linux server environments. Resolved complex hosting and web application issues through effective troubleshooting and diagnostics, achieving high first-contact resolution rates. Motivated by challenges, demonstrating strong work ethic and adaptability while mastering new skills independently.
Overview
2
2
Languages
5
5
years of professional experience
Work History
Hosting Technical Support Specialist
Namecheap Web Services
03.2022 - 02.2025
- Handled an average of 25+ technical escalations daily across live chat and ticketing queues, resolving critical server, network, and hosting disruptions.
- Diagnosed and resolved hosting failures across cPanel/WHM and Linux server environments via SSH, remediating file permission conflicts, service crashes, and SSL/HTTPS redirect loops.
- Configured and verified DNS zone files, nameservers, Cloudflare routing, and email deliverability frameworks (SPF, DKIM, DMARC) to prevent mail bouncebacks and ensure domain resolution.
- Debugged application-level and runtime issues on CMS platforms, addressing WordPress core/plugin conflicts, Laravel environment setup, and Python/JavaScript errors to restore functionality.
- Administered MySQL databases using CLI and phpMyAdmin, executing backups, table optimizations, and conversions between MyISAM and InnoDB storage engine.
- Authored internal technical documentation and SOPs within Confluence to standardize troubleshooting workflows, while mentoring new technical support analysts on live queue escalations.
Customer Care Executive
Hexaware Technologies
07.2021 - 01.2022
- Managed high-volume inbound email support operations for Myntra e-commerce accounts, resolving escalations concerning orders, delivery logistics, cancellations, and payment refunds.
- Interfaced with cross-functional logistics and billing departments to resolve shipment discrepancies, facilitating efficient resolution processes and enhancing customer satisfaction.
- Utilized enterprise CRM workflows to manage ticket lifecycles, while maintaining consistent tracking and adherence to strict turnaround time (TAT) targets.
Data Associate
Amazon Data Services
12.2020 - 02.2021
- Achieved daily operational throughput targets while ensuring quality benchmarks across thousands of audio sample annotations.
- Executed speech transcription, phonetic tagging, and intent validation for Alexa machine learning and NLP models, enhancing accuracy for Australian and New Zealand English dialects.
- Adapted to transcribe audio from multiple international locales during high-volume training cycles, supporting diverse language models.
Customer Service Executive
Amazon India
06.2020 - 12.2020
- Delivered inbound voice support for Amazon India fulfillment and logistics operations, resolving delivery delays, missing shipments, and customer escalations to enhance customer satisfaction.
- Achieved high First Contact Resolution (FCR) rates by troubleshooting order tracking data and coordinating with local delivery hubs to expedite issue resolution.
- Handled customer inquiries for Amazon India orders through chat, email, and phone channels.
- Resolved delivery, returns, and refund requests using Amazon customer service policies.
- Logged and updated support cases in CRM and ticketing systems.
Education
B. Tech - Petroleum Engineering
JCT College of Engineering & Technology.
12th -
Infant Jesus Matic. Hr. Sec. School
10th -
Infant Jesus Matic. Hr. Sec. School
Skills
- DNS management
- Linux OS, SSH/Bash, cPanel/WHM, Apache, Nginx, Directory Permissions, Virtual Hosts, FTP/SFTP
- MySQL, phpMyAdmin, Database migrations, SQL Import/Export, Basic Python, JavaScript, C, C
- WordPress troubleshooting, Laravel, Script debugging
- Jira, Confluence, Kayako Ticketing System, Internal CRM systems, SOP authoring
- Technical training
- Networking & Web Infrastructure:
- Server Administration & Hosting:
- Event coordination
- Level 1 Program certificate from IWCF
- Technical training
- Event coordination
- Level 1 Program certificate from IWCF
Personal Information
- Date of Birth: 1997-08-19
- Nationality: INDIAN
Languages
- Date of Birth: 1997-08-19
- Nationality: INDIAN
HOBBIES AND INTERESTS:
- Date of Birth: 1997-08-19
- Nationality: INDIAN
PERSONAL PROFILE:
- Date of Birth: 1997-08-19
- Nationality: INDIAN
Languages
English
Professional
Tamil
Native/ Bilingual
Timeline
Hosting Technical Support Specialist
Namecheap Web Services
03.2022 - 02.2025
Customer Care Executive
Hexaware Technologies
07.2021 - 01.2022
Data Associate
Amazon Data Services
12.2020 - 02.2021
Customer Service Executive
Amazon India
06.2020 - 12.2020
B. Tech - Petroleum Engineering
JCT College of Engineering & Technology.
12th -
Infant Jesus Matic. Hr. Sec. School
10th -
Infant Jesus Matic. Hr. Sec. School