Linu P Thomas

Role: Associate Manager, Server Admin support | June 2020-Present

Responsibilities:

• Manage & lead a 24/7 customer support team (technical) of 10-12 employees. (Mode of customer support- Chat, Tickets)
• People Management. (Rostering of shift, reduce attrition number, delegate duties, monitor workflow &performance, One-on-Ones with employees, Daily Team meetings, Weekly fun activities, Hiring & Retention)
• Achieve the operational metrics (KPIs) set for the team. (Customer CSAT, ASA, AHT, Hold Time, ART, Chat Abandon numbers, Tickets reopen, ASA, resolution time,FCR etc)
• Coordinate with other departments or leaders as business needs arise. (Server backend administration team, Sales team, Account Management team, Abuse team)
• Improve customer satisfaction. (Scrubbing of DSAT cases, go on call with customers for escalations/issues)
• Monthly Presentation of team’s performance & KPI numbers with the management (Achievements, learnings, future forward)
• Ensure Quality of Support. (Detailed scrubbing of cases, constant mentoring & sharing individual feedbacks, train & motivate people)

Role: Server Administrator -Support | April 2012 - June 2020

Responsibilities:

• Providing technical customer support on chats & tickets for web hosting servers (shared, VPS, Dedicated)
• Disk Management: RAID, LVM in Linux
• Creating and maintaining partitions in Linux
• Managing permission of files, directories in Linux
• Web servers: Apache, (Installation, Configuration, and optimization)
• Mail servers: Exim, Qmail, Postfix
• DNS: Bind
• Firewall: iptables, csf
• Web Hosting Control panels: cPanel, Plesk
• Networking and IP subnetting
• OSI & TCP/IP Models
• Resolve network faults and deal with IP address blacklisting on servers by monitoring the mail.

• Handling Linux web servers.
• Resolving the client issues via ticketing tools.
• Transferring/Migrating website contents from internal as well as external servers to our servers using back-end server access.
• Dealing with technical issues like Pre and Post migration checks.
• Scanning customers account if it is affected with malware or phishing and disabling the affected content using Linux command.
• Web Hosting Control panels: cPanel, Plesk
• Troubleshoot critical alerts like disk quota utilization, high CPU utilization, server down.
• Troubleshooting common web server, Email related problems, and websites problems.

• Controlling and troubleshooting of network services provided by HCL and troubleshooting of routers.
• Supporting ISP and Integrated solutions customers by providing technical assistance on Internet, Leased line, ISDN, and VPN.
• Installing, configuring, and maintaining Cisco Routers and troubleshooting them remotely.