Pushpa E

Technical Support and Operations professional with 2.9 years of experience in L1 technical support, Linux administration, web hosting, application troubleshooting, incident management, and customer support. Experienced in diagnosing and resolving server, DNS, website, hosting, application, and database-related issues while maintaining SLA compliance and operational stability. Skilled in cPanel, WHM, WordPress Hosting, MySQL, Splunk, Grafana, SSH, server monitoring, root cause analysis, and ticket management.

Proven ability to handle high-volume technical support requests, improve resolution time, reduce downtime, and collaborate with cross-functional teams.

Junior Tech Operations Associate at UnifyCx (2023-08 – 2026-04)

• Delivered L1 technical support by diagnosing and resolving server, application, web hosting, website, and customer-reported technical issues while maintaining SLA compliance.
• Managed 50+ technical support tickets daily through chat and email, ensuring timely issue resolution and effective customer communication.
• Reduced average ticket-resolution time by 25% through workflow improvements, issue prioritization, and effective escalation management.
• Collaborated with Development, Infrastructure, and cross-functional teams to investigate and resolve complex server and application issues.
• Performed Root Cause Analysis (RCA) for recurring incidents and supported preventive actions to improve system reliability and operational stability.
• Monitored application logs, website uptime, server health, and resource utilization using Splunk, Grafana, and hosting administration tools.
• Improved website performance and reduced downtime by 30% through systematic troubleshooting, monitoring, and optimization activities.
• Supported Linux-based web hosting environments using SSH, cPanel, WHM, MySQL, and WordPress Hosting platforms.
• Diagnosed and resolved DNS resolution, website accessibility, plugin, configuration, database, and server resource issues.
• Created troubleshooting guides and Knowledge Base (KB) articles, improving team efficiency and reducing issue-resolution time by 40%.
• Maintained operational availability and supported hosting infrastructure serving a large number of active users.
• Managed 50+ technical support tickets daily while ensuring timely resolution and SLA compliance.
• Reduced average ticket-resolution time by 25% through workflow optimization and effective issue prioritization.
• Improved website performance and reduced downtime by 30% through monitoring, troubleshooting, and optimization.
• Created Knowledge Base articles and troubleshooting guides, contributing to a 40% reduction in issue-resolution time.
• Supported Linux-based web hosting environments using cPanel, WHM, SSH, MySQL, and WordPress Hosting.

Bachelor of Engineering in Information Science – Mysore College of Engineering and Management, VTU (2018 – 2022)