Jiby Mathew Email & Phone Number

Bengaluru, Karnataka, India

Bangalore

Bengaluru, Karnataka, India

• Working in a team of talented Technical Support Engineers for the Client, reporting to a Shift Admin in a 24*7 support in rotational shifts.• Efficiently resolving tickets in the RT (Request Tracker) Ticketing System by attending, resolving, updating and closing the tickets within a given interval of time.• Installation, configuration and troubleshooting of various servers like web server, mail server, DNS server, database servers, software firewall and various webhosting control panels like cPanel, Plesk etc.• Server Hardening.• Configuration and management of virtual servers, based on OpenVZ virtualization technology.• User administration and Sudo privilege configuration.• Check and resolve system performance issues.• Server monitoring and proactive measures to ensure system stability and maximum productivity.• Handling Abuse Issues (Spamming, Spoofing, Hacking and Phishing).• Backup Management and Reporting. (R1soft CDP servers and cPanel backups)• Worked on WHMCS and responsible for managing clients, orders, billing and sales along with technical request.• Finding root cause of Mail issues and fixing it. • Backup and restoration of data• Migration of accounts between servers: Manual migration, cPanel Migration • Installation and management of different control panels Other Responsibilities:• Ensuring proper Quality standards being delivered to the clients by monitoring Tickets and chats of a team of 14 Engineers.• Ensuring proper Technical expertise support is being provided to the clients and End Customers from the Team.• Providing Weekly Shift report sharing feedback with Shift Leads on concrete development plans/actions.• Analysis of the technical process and training engineers for chat depending on the issues analysed.

Cochin Area, India

• Troubleshooting issues related with DNS, FTP,APACHE, MYSQL, Mail Servers, network connectivity, security of server, cPanel etc. • Deploying servers, Installing Apache, PHP etc for Linux servers. • Providing Remote Administration, Maintenance and Troubleshooting for Linux server OS and windows servers through Livechat.• Addressing and resolving performance and ensuring maximum uptime. • Installation of various web application like WordPress, Joomla, Open cart etc.• Firewall installation and management• Server migrations • SSH configuration • Working for the above-mentioned products as a direct frontline and providing equivalent training to the newbies

Bachelor’S Degree, B.Tech In Electronics And Communication Engineering

High School, Mathematics