Niranjan Sharma
Ghaziabad
Summary
Experienced Web Hosting & Website Support Specialist with a strong track record of providing top-notch support to customers in a distributed and motivated team. Proficient in diagnosing and resolving hosting and WordPress-related issues. Expertise in Linux environment, WordPress sites and a wide range of web technologies. Strong communication skills, a keen problem-solving aptitude, and a can-do attitude.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Hosting Support Engineer (Tier 2)
RAPYD – FZCO (rapyd.cloud)
12.2023 - Current
- Communicate with customers via chat and ticket support to address and resolve issues.
- Provide server-side support for issues such as high server usage, addon installations, SSH connections, and FTP connection problems.
- Offer assistance with various WordPress-related issues.
- Monitor server performance and diagnose issues by analyzing server logs, delivering precise solutions.
- Collaborate with cross-functional teams via slack channels to resolve complex problems, ensuring seamless system operations.
- Contribute to team growth by participating in meetings and mentoring new hires.
- Reduce response times by prioritizing urgent requests and escalating issues as needed.
- Maintain high levels of customer satisfaction, even during peak times or periods of high ticket volume.
Hosting Support Engineer (Linux)
Proton Internet LLP (hostmycode.in)
11.2019 - 11.2023
- Supported customers via live chat, support ticketing system, and other communication channels.
- Supported customers via live chat, support ticketing system, and other communication channels. solving them effectively.
- Assisted customers with hosting-related problems using platform control panels.
- Diagnosed and resolved WordPress issues by accessing websites and providing solutions.
- Crafted clear and helpful responses to customer queries through email, chat, and forums.
- Offered knowledgeable recommendations for addressing customer feature requests.
- Provided detailed bug reports to SysOps, Developers, and Support Team for escalation.
- Excellent understanding of DNS, SMTP, IMAP & POP
- Thoroughly documented and summarized troubleshooting steps for communication with customers and colleagues.
- Actively participated in the support team, solving various WordPress-related questions with finesse.
Assistant Manager of Operations
Stracuity Consulting Pvt. Ltd
12.2016 - 10.2019
- Managing Online bidding application.
- Provide technical support to bidding applications on time of online bidding if any issue occurred.
- Conducting Reverse Auction with help of SAAS-based application for annual contract/spot contract logistic services.
- Applied performance data to evaluate and improve operations, target current business conditions, and forecast needs.
Technical Support Executive
Aryama Cystec Private Limited
01.2015 - 10.2016
- Extended analysis to assist technology team efforts to escalate and resolve issues.
- Oversaw troubleshooting, technical issue resolution, and consulting services to upgrade technology infrastructure.
- Tracked KPIs and created continuous improvement plans.
- Analyzed and developed service goals for inbound call centers.
- Increased customer satisfaction ratings to 100.
Education
Bachelor of Science - Computer Science & Engineering
SMS Institute of Technology Lucknow
Lucknow (Uttar Pradesh)05.2013
Skills
- Web Hosting Support: 4 years
- Website Management and Migration
- Advanced WordPress Platform Knowledge
- Proficient Server-Level Issue Diagnosis
- Logs (Access, Error, Debug)
- Browser Console Debugging
- SFTP, SSH, Bash Scripting
- DNS Zone Configuration
- Email Client Configuration
- MySQL Configuration
- Cron-Job Setup
- Web Errors, Email Errors, LiteSpeed, CloudLinux, MariaDB, Imunify360, Redis, LSCache, Cloudflare
- cPanel/WHM/WHMCS
- Linux Command Line Expert
- Virtuozzo
- Jelastic PaaS
Certification
- cPanel & WHM Administrator Certification (CWA)
- cPanel & WHM System Administrator I Certification (CWSA-1)
- cPanel Certified Partner Accreditation (CPCP)
Timeline
Hosting Support Engineer (Tier 2)
RAPYD – FZCO (rapyd.cloud)
12.2023 - Current
Hosting Support Engineer (Linux)
Proton Internet LLP (hostmycode.in)
11.2019 - 11.2023
Assistant Manager of Operations
Stracuity Consulting Pvt. Ltd
12.2016 - 10.2019
Technical Support Executive
Aryama Cystec Private Limited
01.2015 - 10.2016
Bachelor of Science - Computer Science & Engineering
SMS Institute of Technology Lucknow
Similar Profiles
Yasir SaeedYasir Saeed
Content Marketing Specialist at Rapyd CloudContent Marketing Specialist at Rapyd Cloud
Sarah RosenfeldSarah Rosenfeld
Compliance Operations Specialist at RAPYDCompliance Operations Specialist at RAPYD
PARVEZ ALI KHANPARVEZ ALI KHAN
Accountant at Techmax Trading Services FZCOAccountant at Techmax Trading Services FZCO