NISHMITHA K
Mangalore
Summary
Experienced Technical Support Associate with a strong background in web hosting and a proven ability to troubleshoot and resolve complex technical issues. Proficient in managing web hosting platforms, including cPanel and WHM, and skilled in handling domain management, DNS configurations, and email setup. Demonstrates exceptional customer service skills with a focus on clear communication and effective problem-solving. Experienced in using customer support tools and ticketing systems to efficiently manage and resolve support requests.
Overview
8
8
years of professional experience
Work History
Web Security Analyst
Glowtouch Technologies
09.2023 - Current
- Removed malicious code and scripts from website files, databases, and configurations, restoring the site to a secure state.
- Restored website functionality by fixing corrupted files and repairing affected features or components
- Updated website security measures including implementing firewalls, intrusion detection systems, and regular security audits
- Reviewed and fortified website code to prevent future vulnerabilities and ensure adherence to best security practices
- Conducted comprehensive website scans using specialized malware detection tools to identify malicious code and vulnerabilities.
- Backed up and restored website data to safeguard against data loss and ensure a clean recovery
- Documented the malware removal process and created detailed reports on the nature of the threat and the steps taken to resolve it.
Technical Support Engineer
GlowTouch Technologies
07.2022 - 08.2023
- Successfully resolved a complex web hosting issue, ensuring seamless website functionality and minimal downtime.
- Utilized SSH Terminal to identify and monitor server-level issues, effectively addressing and resolving complex technical queries
- Identified and resolved issues related to websites, domains, and emails, ensuring optimal performance and functionality across all platforms
- Configured DNS records including A, MX, CNAME, AAAA, SMTP, SOA, and NS, optimizing domain functionality and email delivery
- Utilized external tools such as Filezilla, Outlook, PuTTY, CodeGuard, and Google Workspace to effectively manage and troubleshoot various technical tasks.
- Delivered exceptional customer service by actively listening to client concerns and empathizing with their frustrations before offering appropriate solutions.
- Provided remote assistance to clients, ensuring timely resolution of website and webhosting related concerns.
- Identified and resolved DNS-related issues, ensuring accurate domain resolution and uninterrupted service
Customer Support Associate
Cogent Services Ltd
01.2021 - 06.2022
- Support associate with strengths in being detail-oriented, a problem solver
- Processing and logging incoming calls into the CRM system
- Resolving phone and email customer inquiries
- Forwarding and escalating inquiries to relevant individuals and departments
- Contacting customers to give them accurate feedback on the progress of their inquiries
- Attending training sessions to grow knowledge of products and to develop customer service skills
- Providing complete and accurate resolution to customers through email or call.
Trainee Software Engineer
Aptra Technologies Pvt Ltd
05.2019 - 06.2020
- Independently prepared and modified web applications
- Perform troubleshooting duties on malfunctioning equipment to resolve and prevent project stoppage
- Tested new projects to resolve and identify issues
- Developed, tested and deployed software applications using Java, JavaScript, HTML and CSS
- Generated efficient, modular and maintainable code on both front-end and back-end.
Second Division Assistant
Yenepoya Medical College Hospital
09.2016 - 05.2019
- Maintaining the register, files and other relevant orders to the compilation as per handbook
- Handling the customers insurance documents and maintaining the record in Excel
- Providing the resolution to customer's enquiries about insurance claim
- Claiming the insurance and maintaining account detail
- Responding in a timely manner to service issues and requests
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length
- Maintained records of all financial transactions within the division.
Education
Bachelor Of Computer Application -
Government First Grade College
Mangalore, Karnataka05.2016
Skills
- Customer Service: Strong communication and interpersonal skills to assist clients effectively, understand their issues, and provide clear, helpful solutions
- Domain Management: Understanding of domain registration, DNS settings, and domain-related issues (eg, A records, MX records, CNAME records)
- Web Hosting Platforms : Knowledge of popular web hosting platforms and control panels cPanel and WHM
- Email Configuration : configuring and troubleshooting email services, including SMTP, POP3, IMAP, and email client settings
- Database Management: Experience with database systems (eg, MySQL) and tools for managing and troubleshooting databases
- Scripting and Automation: Basic understanding of scripting language Bash to automate routine tasks and improve efficiency
- Network Fundamentals: Understanding of basic networking concepts such as IP addresses, TCP/IP, and firewall rules to troubleshoot connectivity issues
- Technical Troubleshooting: Ability to diagnose and resolve issues related to web hosting services, including server problems and connectivity issues
- Website Security: Knowledge of website security best practices, including hardening, patch management, and vulnerability assessment
- Familiarity with web technologies such as HTML, CSS, JavaScript, PHP
- Experience with malware scanning tools such as SiteLock and Malware Detection and Removal
Timeline
Web Security Analyst
Glowtouch Technologies
09.2023 - Current
Technical Support Engineer
GlowTouch Technologies
07.2022 - 08.2023
Customer Support Associate
Cogent Services Ltd
01.2021 - 06.2022
Trainee Software Engineer
Aptra Technologies Pvt Ltd
05.2019 - 06.2020
Second Division Assistant
Yenepoya Medical College Hospital
09.2016 - 05.2019
Bachelor Of Computer Application -
Government First Grade College
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