SHILPA GEORGE
Carleton Place,ON
Summary
Highly motivated Technical Support Engineer with 7+ years of experience delivering exceptional customer service. Proven ability to troubleshoot and resolve moderate- to-highly complex technical issues, and enhancing customer satisfaction globally. Passionate about exceeding expectations and fostering positive client relationships.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Cloud Support Engineer/ Engineer II
Digital Ocean
02.2023 - Current
- Provide technical support for cloud servers through tickets, emails, and chat channels
- Troubleshoot Linux servers hosted on various cloud infrastructures such as AWS, Google Cloud, Linode, Vultr and Digital Ocean
- Configure and troubleshoot various services including GIT, SMTP, DNS, OpenVPN, postfix, crons, and SSL
- Proficiently work with diverse web technologies such as Apache, Nginx, Varnish, Memcache, MySQL, and APC
- Expertly configure CDN services, Redis, and memcached to optimize performance on web applications
- Manage server vulnerabilities and address abuse tickets effectively
- Provide mentoring and guidance to junior team members to enhance their technical skills and proficiency.
Support Specialist
A2 Hosting
06.2020 - 02.2023
- Provided web hosting support through chats and tickets
- Optimized WordPress Sites and enhanced page speed by configuring Litespeed cache and other custom-built cache plugin
- Troubleshot Windows and Linux servers, applications, hosted on CentOS and Cloud Linux OS
- Assisted clients in setting up mail clients such as MS Outlook, Mac Mail, and Mozilla Thunderbird
- Helped clients configure content delivery networks (CDNs)
- Monitored server performance to detect potential issues
- Managed multiple chat interactions simultaneously, consistently achieving top Net Promoter Scores (NPS) within the team.
Web Master/ System Administrator
Five Feed Learning Solutions
10.2018 - 06.2020
- Oversaw the configuration and management of in-house websites and servers
- Utilized AWS S3 and EC2 services to host in-house websites, ensuring reliability and scalability
- Managed the configuration of DNS, FTP, SSL and Exim on in-house servers to facilitate seamless operations
- Maintained our Office hardware, upgraded system RAMs and software
- Managed and configured the LMS portal and Courses
- Conducted testing and troubleshooting of websites prior to deployment to guarantee optimal performance
- Configured websites using various PHP frameworks such as WordPress, Joomla, Zend, Moodle, Laravel, and CakePHP, tailoring solutions to specific project requirements
- Represented the web team in executive meetings, facilitating discussions on project objectives, milestones, and progress.
IT Support Engineer
Diya Systems Pvt Ltd
11.2015 - 12.2017
- Delivered technical support for Linux and Windows web hosting, domain management, and billing inquiries via chat and email channels
- Managed and resolved technical issues concerning hosting servers for clients, ensuring seamless operation of their online platforms
- Troubleshot various client website issues, including SSL, email, and database concerns, to maintain optimal website performance
- Utilized Linux commands proficiently to diagnose and configure server-related issues effectively.
Education
B.Tech - Computer Science
Jyothi Engineering College
Thrissur, India03.2015
Higher Secondary -
GHHS Vayakkara
Kannur, India03.2011
High School -
St. Mary's High School
Kannur, India05.2009
Skills
- Operating Systems & Servers: Apache, Nginx, CloudLinux, CentOS
- Cloud Services: AWS, EC2, S3, ELB, EBS, AMI, VPC, Subnets, Route Tables, Transit Gateways
- Networking & Protocols: DNS, FTP, SSH, TELNET, IMAP, POP, SMTP, HTTP
- Database Management: SQL, MySQL, MSSQL, MariaDB
- Programming/Web Applications: Python, Wordpress, Magento, Moodle, Laravel, Nodejs
- WebHosting Tools: cPanel,WHM, WHMCS, Plesk, Virtualizer, SolusVM
- Version Control & Automation: Git, Cron Management
- Project Management & Collaboration Tools: Jira, Confluence, Asana, Google Workspace, Slack, Zendesk
- Technical Support & Troubleshooting: Application Installation & Configurations, Technical Troubleshooting, Customer Support
Certification
- RHCSA May 2018-May 2021 | Credential ID: 180-069-197
- cPanel Professional Certification (CPP)
- cPanel & WHM Administrator Certification (CWA) — September 2020
- cPanel & WHM System Administrator Certification (CWSA1) · October 2021
- Advanced Certification in DevOps and Cloud computing - In Progress, will be completed in September 2024
References
Available upon Request
Timeline
Cloud Support Engineer/ Engineer II
Digital Ocean
02.2023 - Current
Support Specialist
A2 Hosting
06.2020 - 02.2023
Web Master/ System Administrator
Five Feed Learning Solutions
10.2018 - 06.2020
IT Support Engineer
Diya Systems Pvt Ltd
11.2015 - 12.2017
B.Tech - Computer Science
Jyothi Engineering College
Higher Secondary -
GHHS Vayakkara
High School -
St. Mary's High School
- RHCSA May 2018-May 2021 | Credential ID: 180-069-197
- cPanel Professional Certification (CPP)
- cPanel & WHM Administrator Certification (CWA) — September 2020
- cPanel & WHM System Administrator Certification (CWSA1) · October 2021
- Advanced Certification in DevOps and Cloud computing - In Progress, will be completed in September 2024
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