Brijesh Kumar

Key Responsibilities:

• Technical Support: Provided expert-level support to customers, troubleshooting and resolving complex issues related to cloud hosting, server management, and application deployment across various cloud platforms including AWS, Google Cloud, and DigitalOcean.
• Server Management: Managed and optimized cloud servers using the Cloudways platform, ensuring high availability, security, and performance for a diverse client base.
• Customer Communication: Acted as the primary point of contact for customer inquiries, delivering timely and effective solutions while maintaining a high level of customer satisfaction.
• Incident Response: Led incident response efforts during critical situations, coordinating with engineering teams to resolve issues promptly and minimize downtime.
• Security and Compliance: Ensured servers met security and compliance standards by performing regular audits, implementing security patches, and monitoring for potential threats.
• Collaboration: Worked closely with cross-functional teams, including development and product management, to improve platform features and resolve customer pain points.
• Training and Documentation: Developed and maintained comprehensive knowledge base articles and documentation to empower customers with self-service options and reduce support overhead.

Key Achievements:

• Consistently resolved customer issues on the first contact, significantly enhancing customer satisfaction and contributing to a noticeable improvement in overall service quality.
• Played a key role in minimizing server downtime through proactive monitoring and swift intervention.
• Assisted in the deployment of key technologies and applications, including WordPress, Magento, and Laravel, which significantly improved server performance and scalability for clients.

• Troubleshooting Linux based queries on distributions like RHEL, CentOS and Ubuntu
• Daily tasks involved fixing issues related to LAMP/LEMP, Firewall, Storage, DNS, WordPress website, SSL installation, configuring WHM, Installation of third-party application, migrating website files and database from shared server to VPS-Dedicated server
• Configuring network services such as DNS, NFS, send mail, ftp, remote access, security management and Security trouble shooting skills
• Container Support like redis, Varnish cache, Elasticsearch, RabbitMQ, Solr etc
• Configuring CDN for sites
• Working with application cli like wordpres, magento, joomla etc
• Managing disk partitioning, mount, configuration etc
• Monitored performance and ensured system availability and reliability
• Monitored system resource utilisation, trending, and capacity planning
• Managing packets, IPv4 and Ipv6, Subnetting, Routing and TCP , UDP as well as ICMP
• Using few networking tools like ping, traceroute, netstat, lsof etc
• Configuring schedule job for the application using cmd under /etc or using crontab.

• NOC Level Access to Moderate VPS/Dedicated Servers
• Plus assisting L1 Support Engineers
• Provided administration of servers and server clusters, Identified and eliminated network faults and problems
• Dealt with user accounts, DNS management, email, permissions, antivirus, anti-spam
• Managed problem-solving analysis of servers, workstations, and systems
• Install Custom Packages Software from SourceSPAM / Malware Intervention Server Installation, Provisioning, Configuration, Re-imaging, and Administration
• Troubleshooting CMS, Blog apps like WordPress Joomla Drupal Moodle Etc
• Migration of Website data and MySQL databases from a shared server to dedicated
• Responsible for identifying issues, handling Incident management and escalations for issues high in severity impacting customers around the globe and maintaining status alerts for them.Configuring network services such as DNS, NFS, send mail, ftp, remote access, security management and Security trouble shooting skills
• Maintaining Documents of production server log's reports and server's list
• Installation of patches and packages using RPM and YUM in Redhat Linux
• Responsible for configuring and connection to SSH through SSH clients like Putty, MobaXtrem etc
• Troubleshooting CMS, Blog apps like WordPress Joomla Drupal Moodle Etc
• Migration of Website data and MySQL databases from a shared server to dedicated
• Providing support for fully managed Hostgator VPS and Dedicated server customers.

• Providing support for fully managed Hostgator VPS and Dedicated server customers
• Maintain client relationships for business and help sales team in achieving targets
• Trained with senior system admin to enhance personal technical skills as a Junior Admin and learned internal processes for escalating cases and approving or denying handovers to specific verticals
• Manage and maintain metrics related for team
• Participate in cross-functional team meetings and client meetings
• Provide technical support to team members
• Provide support for quarries related to sales and billing of customers.

• Providing Frontend Support for Web hosting clients via email and live chat
• Working in Windows & UNIX environments
• Handling Email Server such as Exim & Dovecot
• Handling issues related to POP, SMTP & IMAP servers
• Search Engine Optimization(SEO) Registration & Transfer of Domain Names
• Fix website scripting related issues via SSH and MySQL Database
• Web designing using WordPress, Joomla, and other CRM apps
• Working with MySQL and PHPMyAdmin
• Experience in vDeck and cPanel hosting control panels
• Analyzing email server logs, email headers and determining root cause of email delivery issues
• During this period I worked on many other brands within same company like Bluehost, Hostgator related all to Endurance International pvt ltd.