Kuldeep Pande

Results-driven Linux & cPanel Systems Administrator with 16+ years of experience delivering Tier 1–3 technical support for web hosting environments (shared, reseller, Cloud VPS, and dedicated servers). Proven track record of proactive server monitoring that reduced support tickets by 50%, maintaining a 15-minute SLA, and authoring 30+ knowledge base articles that significantly cut Tier 1 escalations. Holder of multiple cPanel certifications including CPP and CWSA-1.

Equally comfortable working with command-line tools, modern control panels, and cross-functional teams via Confluence and Slack.

Member of Technical Staff (Tier 1 → Tier 3) at Kualo.com (2009-02 – 2025-01)

Progressed independently from Tier 1 to Tier 3 support through continuous self-learning and on-the-job expertise across a 16-year tenure.

• Delivered technical support to hosting clients (shared, reseller, Cloud VPS, and dedicated servers), consistently achieving 100% customer satisfaction and a 15-minute helpdesk response SLA.
• Implemented proactive server monitoring via Nagios and NixStats, identifying potential issues (e.g., sudden mail queue spikes indicating spam or contact form attacks) before client impact — reducing support volume by 50%.
• Handled complete website and WordPress migrations, including domain transfers, DNS cutover, SSL installation, and post-migration validation.
• Authored 30+ how-to knowledge base articles addressing frequent cPanel FAQs, significantly reducing Tier 1 escalations and freeing up senior staff time.
• Managed CloudLinux resource allocation (CPU, RAM, disk) for Cloud VPS accounts and handled reseller package creation and setup.
• Configured and managed Imunify360 firewall, IP listing (whitelist/blacklist/greylist), and handled email delivery issues including queue management and routing.
• Set up and managed Cloudflare DNS, caching, and DDoS protection for client domains.
• Supported integrations with SaaS platforms (Outlook, Crisp, Intercom) and third-party site builders (Wix, Shopify, Squarespace).
• Collaborated cross-functionally using Confluence for internal project tracking and Slack for real-time team communication.

Technical Support Engineer at Eminds Infotech (2008-05 – 2009-02)

• Performed root-level website migrations from WHM (LunarPages platform), resolving disk quota issues for clients.
• Configured automated daily backups for a small hosting environment using a third-party backup tool and remote storage.

Technical Support Engineer at Aress Software and Education Tech Pvt. Ltd. (2006-09 – 2008-05)

• Provided hosting support using the Vdeck control panel on iPowerWeb and Dot5Hosting platforms.
• Trained and mentored 3 junior support staff, improving team capacity and consistency of support delivery.

Bachelor of Business Administration in BBA – Vasantrao Naik College, Aurangabad (2005)

Diploma in Production Technology (Engineering) – Marathwada Institute of Technology, Aurangabad (1998)