NABEESATH NIYAZA
Kerala
Summary
Results-driven Technical Support Specialist with over 5 years of experience in delivering exceptional technical support. Expertise in resolving complex issues while maintaining clear communication with end users. Proven ability to manage diverse inquiries effectively, contributing to enhanced user satisfaction. Aiming to leverage technical skills and customer service acumen to drive operational efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Technical Support Engineer
UnifyCX
Karnataka
11.2024 - Current
- Managed complex website and email issues for a diverse range of customers, ensuring optimal performance, SLA, and user satisfaction.
- Utilized command-line tools to diagnose and resolve disk usage issues, enhancing system efficiency. Logs to enhance system efficiency.
- Monitored and managed server loads to maintain stability and performance, preventing downtime and service interruptions.
- Communicated effectively with customers through chats and tickets, providing clear explanations of technical issues and solutions to enhance their understanding.
- Migrated websites and email accounts seamlessly, ensuring minimal disruption during transitions.
- Assisted customers with billing issues, providing support and clarification on charges and services.
- Collaborated with technical sales teams to provide insights and support during the sales process, contributing to customer acquisition and retention.
IT System Analyst
Royal Toys WLL
Doha
04.2023 - 11.2024
- Managed the technical infrastructure of the Magento website and Android/iOS applications.
- Conducted A/B testing for all new releases.
- Analyzed data and made decisions based on the data.
- Prepared and managed app install/uninstall reports.
- Facilitated requirement gathering through stakeholder discussions.
- Produced comprehensive project documentation to ensure clarity of objectives.
- Collaborated with designers to create wireframes and guide design phases.
- Planned and scheduled push notifications and newsletters.
- Orchestrated the successful launch of the website and mobile apps.
- Contributed significantly to the project's success and its on-time launch, as per the plan.
- Addressing various ongoing change requests while overseeing the IT team's management.
Senior Technical Support Engineer
Liquidweb
Kerala
05.2022 - 04.2023
- Tier 3 linux system engineer for Liquid web
- Checking Apache logs, Email logs to find the root cause of the issue
- Specialized in handling issues related to POP, SMTP, and IMAP servers
- Monitoring the servers via the Zabbix monitoring tool and taking the necessary actions accordingly
- Experience in managing shared, VPS, Dedicated and self-managed servers
- Migrating customer website files, databases, and emails from one server to another server & monitoring incoming and outgoing traffic of the server using a network monitoring tool
- Responsible for creating, modifying, and deleting users, and groups and assigning the permissions to users and groups
- Good understanding of networking concepts like DNS, TCP/UDP, HTTP( S) , SSH, FTP,and SMTP
Team Manager - Technical Support
Bluehost
Karnataka
10.2020 - 05.2022
- Leading a team of 30 teammates/2 team leads by providing chat & ticket support to customers experiencing issues with web servers, Linux platform, WordPress, email, DNS, Apache, Nginx, MySQL, PHP, migration, and website development
- Assisting agents in handling all the above-mentioned issues and being successful in achieving the KPIs
- Monitored technical team chats and tickets to ensure maintenance of technical skills and good customer service
- Responsible for meeting client's SLA & managing the team's overall performance & presenting WBR, MBR, and QBR to the clients
- Identifying pain areas and setting goals for the team in sync with the overall business goals and performing basic data analytics to evaluate the performance of the team and define action plans for overall improvement
- Acting as the first point of contact with the client for any operations-related concerns
- Performing basic trend analysis to identify themes with customer issues
Technical Support Engineer
Bluehost
India
07.2019 - 10.2020
- Tier 2 Technical Support Engineer for Newfold Digital based hosting companies -BlueHost, JustHost, HostMonster, FastDomain
- Excellent experience in handling multiple chats simultaneously ( maxed at 3) and handling tickets as well
- Fixing theme/plugin conflicts in WP, MySQL database connectivity, emails, DNS, FTP, website optimization, and other website CMS
- Optimizing websites, importing databases to MySQL via SSH and MySQLdb, and hands-on experience in using all SSH commands
- Performing the task which required root access and creating and assigning users for website databases and updating the same in website configuration files on customer's demand
- Specialized in installing WordPress websites and have excellent ability to troubleshoot WordPress website issues
- Installing and troubleshooting different types of Content Management Systems like WordPress, Magento, and Drupal
Education
Computer Science and Engineering -
P. A College of Engineering
India12.2019
Skills
- Technical troubleshooting
- Web Hosting Support
- System monitoring
- Customer service
- Log analysis
- Technical documentation
- Project management
- Team leadership
- Website migration
- Email configuration
- Server management
- Effective communication
- Problem solving
- Time management
- Server maintenance
- Application support
- Call documentation
- Hardware and Software Troubleshooting
- Ticket management
Certification
- Project Management, Great Learning Academy, Present
- Conversion Optimization Certification, Google, Present
- Google Tag Manager Fundamentals, Google, Present
- Google Analytics Certification, Google, Present
- Magento 2 Essentials, Udemy, Present
- cPanel Certification
Timeline
Senior Technical Support Engineer
UnifyCX
11.2024 - Current
IT System Analyst
Royal Toys WLL
04.2023 - 11.2024
Senior Technical Support Engineer
Liquidweb
05.2022 - 04.2023
Team Manager - Technical Support
Bluehost
10.2020 - 05.2022
Technical Support Engineer
Bluehost
07.2019 - 10.2020
Computer Science and Engineering -
P. A College of Engineering
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