Linux Administration
Rohan Suresh
Web Solutions Expert (Quality Analyst)
Mumbai,MH
Summary
Enthusiastic IT and Software Engineer effective at managing diverse team members to accomplish business goals. Detail-oriented and efficient, with strengths in both project and time management. Motivated to learn, grow and excel in Internet Industry.
Overview
5
5
Languages
3
3
Certifications
20
20
years of post-secondary education
12
12
years of professional experience
Work History
Web Solutions Expert
Newfold Digital (Formerly Endurance International)
Mumbai , Maharashtra
2021.02 - Current
- Analyze and improved key metrics like ASA, CSAT, AHT, Upsell(Lead Pass) for team by 20% and suggested plans and data insights for improvement, thereby managing team goals and OKR's.
- Analyzing data from Amazon Redshift DB to derive business insights and project improvement and initiate training modules.
- Engaged in continuous improvement for Incident and Shift management by generating shifts for T2 team and tracking server incidents.
- Managing and updating Quality assurance documents on Confluence Atlassian.
- Created hosting common issues tracker using Google Spreadsheets and Excel reports for daily, weekly and monthly reporting to ensure minimal downtimes for same issues.
- Involved in regular maintainence of Virtual Machines for Taggetron and Morpheus servers involved in tags and quality tracking. Used ICINGA tool to track server reliability.
- Using data analytics such as Salesforce Reports to generate transactions for regular process improvement
Quality Analyst
Newfold Digital (Formerly Endurance International)
Mumbai , Maharashtra
2020.06 - 2021.02
- Developed fortnightly, monthly, end-of-quarter and other statistical Salesforce reports, including analysis for leadership team and for quality improvement programs.
- Performed root cause analysis through ticket, call and chat analysis. Tracking of pain points using Jira and Confluence Atlassian and improving team CSAT by 25%.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics (in house Skynet) to improve service time and project awareness while increasing productivity.
- Crafted training materials on Warehouse (in house Knowledgebase) and ran on-boarding sessions to train 5-10 incoming team members.
- Created and collaborated in implementation and maintenance of customer complaint log, local procedures and visual aids and samples.
- Implemented test scripts and recorded results.
Hosting Product Expert
Newfold Digital (Formerly Endurance International)
Mumbai , Maharashtra
2014.01 - 2020.06
- Taken L1/L2 Support ownership of all hosting products (cPanel/Plesk/VPS/Cloud/Dedicated and Managed Servers)
- Regular follow-up on escalation, tracking wide range of hosting issues and provide solutions to problems in timely manner by co-ordinating with Business Logic layer, Product development, System administration and server administration teams using Jira Incident tools .
- Recommend and implement automated tools to support in house teams efficiently to customer's satisfaction.
- Documentation of troubleshooting and steps on Confluence Atlassian (web based wiki) to update recurrent issue details and fixes.
- Proactively monitor product/services/site performance using ICINGA tools.
- Generate reports using Zabbixmon tool and provide regular feedbacks on server uptime and availability.
- Consistent Rewards and recognition winner and upsell star from company.
Web Solutions Specialist
Newfold Digital (Formerly Endurance International)
Mumbai , Maharashtra
2013.06 - 2013.12
- Maintaining efficiency on open cases, whilst maintaining First Contact Resolution (FCR) with an average of 85% FCR in a month.
- Assisting client in setting up of business i.e., Domain name registration, DNS (Domain Name System), Site Builder or Hosting on Tickets,Chats and Calls.
- Modifying HTML,CSS code for Customized Supersite (Domain and Hosting selling module) and Partnersite.
- Setting up and providing assistance by integrating multiple Payment Gateways for online transactions.
- Providing out of the box solutions for setting up CRON Jobs (Schedule task) jobs, taking backups (website and database), CMS (Wordpress and Joomla) support.
- Identified leads for upsell and cross sell hosting products.
Technical Lead Engineer
HCL Infosystems Ltd.
Mumbai , Maharashtra
2009.12 - 2013.06
- Managed installation, upgrade and deployment of projects and provided on-site direction for network engineers at MTNL (Mahanagar Telephone Nigam Limited).
- Responsible for smooth running of Value Added Service platforms (VAS), including IN (Intelligent Network), 3G systems (ngHLR) and Messaging Platforms (MMSC / WAP Gateway) at MTNL (Mahanagar Telephone Nigam Limited).
- Wrote and maintained custom BASH shell scripts to monitor system efficiency and performance time.
- Executed troubleshooting and server support, including in-person and remote situations via Teamviewer and VNC connect.
- Rapidly identified and corrected system faults to minimize operational downtime of Operation Support System at MTNL (Mahanagar Telephone Nigam Limited).
- Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented Fault metrics at MTNL (Mahanagar Telephone Nigam Limited).
- Diagnosed malfunctions in Operation Support System and Software, directing support tickets to appropriate personnel for remediation at MTNL (Mahanagar Telephone Nigam Limited).
- Oversaw quality assurance management and provided recommendations.
- Performed scheduled service work, including installations, testing and repairs of Dell Hyper Visor & BLADE Servers
- Regular (daily / weekly / monthly) administrative and maintenance tasks on the VAS platforms at MTNL (Mahanagar Telephone Nigam Limited).
- Participated in all phases of server system development including life cycle, from requirements analysis through system implementation and replacement of spare parts (disk,RAM,cabling etc.,) at MTNL (Mahanagar Telephone Nigam Limited).
Customer Relations Advisor
3 Global Services
Mumbai , Maharashtra
2005.12 - 2006.04
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Optimized customer support by establishing collaborative service environment. Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
MBA - Marketing Management And Research (Part Time)
Welingkar Institute Of Management Development
Matunga, Mumbai, Maharashtra 400019 2014.10 - 2016.10
Bachelor of Engineering - Electronics And Tele-Communications Engineering
Vasantdada Patil College Of Engineering
Chunabhatti, Sion, Mumbai, Maharashtra 400022 2002.07 - 2008.08
HSC - Vocational Sciences (Electronics)
Wilson College
Chowpatty Seaface, Road, Chowpatty, Mumbai, Mahara 2000.07 - 2002.07
SSC - SSC
St. Dominic Savio High School
Andheri (East), Mumbai 1990.06 - 2000.07
Skills
Effective Leadership skills with active listening, empathy and ability to inspire and convince others.
undefinedAccomplishments
- Recipient of Harvey Keitel Award for Business and Process Improvement (2019) and Recipient of Michel Porter Award for Quality Assurance improvement (2019) at Endurance International group.
- Multiple time Rewards and recognition (RnR) winner for Hosting and Web products at Endurance International group.
- Attended multiple conferences: Cloudbazaar (Resellerclub 2018,2019), ResellerClub Hosting Summit (2013,2014).
- Was part of setup and deployment of initial India batch of 3G servers (Intelligent Networks, HLR, MSC, VAS) in Dec 2009 for MTNL with 3rd party vendors while working for HCL Infosystems.
Software
Relational Database Management
CPanel and Plesk
Email (Postfix/Exim)
Certification
Cisco Certified Network Associate
Interests
Travelling (to experience new cultures and environments)
Team Sports enthusiast (Cricket, Football, Table tennis)
Online Multiplayer Gaming
Watching Movies and Web Series (Comedy,Action,and Suspense)
Listening to Music
Timeline
Web Solutions Expert
Newfold Digital (Formerly Endurance International)
2021.02 - Current
Quality Analyst
Newfold Digital (Formerly Endurance International)
2020.06 - 2021.02
Plesk Onyx Professional
2018-11
CPanel and WHM Administrator Certification
2018-11
MBA - Marketing Management And Research (Part Time)
Welingkar Institute Of Management Development
2014.10 - 2016.10
Hosting Product Expert
Newfold Digital (Formerly Endurance International)
2014.01 - 2020.06
Web Solutions Specialist
Newfold Digital (Formerly Endurance International)
2013.06 - 2013.12
Technical Lead Engineer
HCL Infosystems Ltd.
2009.12 - 2013.06
Cisco Certified Network Associate
2008-06
Customer Relations Advisor
3 Global Services
2005.12 - 2006.04
Bachelor of Engineering - Electronics And Tele-Communications Engineering
Vasantdada Patil College Of Engineering
2002.07 - 2008.08
HSC - Vocational Sciences (Electronics)
Wilson College
2000.07 - 2002.07
SSC - SSC
St. Dominic Savio High School
1990.06 - 2000.07
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