My Experience

Here's my professional journey so far...

Full-time

@UltaHost

Jun 2024 - Present

Advanced Technical Support: Provided tier 2 support for complex issues, resolving escalated tickets and ensuring a high level of customer satisfaction.
Problem Resolution: Diagnosed and resolved technical problems related to functionality, connectivity, and account management.
Customer Interaction: Communicated effectively with players through multiple channels (email, chat, and tickets) to troubleshoot issues and provide solutions.
Knowledge Base Management: Updated and maintained the internal knowledge base with solutions to common and emerging issues, ensuring team access to accurate information.
Team Collaboration: Worked closely with the development and QA teams to identify and report bugs.
Performance Metrics: Consistently met or exceeded performance metrics, including resolution time, customer satisfaction scores, and ticket closure rates.
Feedback and Reporting: Collected player feedback and reported recurring issues to the development team for further investigation and resolution.

Part-time

@Ultraplex Hosting

Aug 2023 - Oct 2023

Game Server Management: Installed, Managed and maintained game servers using Pterodactyl.
Virtualization Environments: Experienced with virtualization environments such as Proxmox.
Web Hosting Panels: Hands-on experience with web hosting panels like CloudPanel.
Control Panels: Worked with other control panels including VirtFusion and CyberPanel.
Backup Systems: Set up and managed backup systems to ensure data security.
Database Management: Configured and maintained phpMyAdmin for database management.
Billing and Client Management: Implemented and managed WHMCS for billing and client management.
Server Performance and Security: Ensured server performance, security, and reliability through regular monitoring and maintenance.

Aug 2022 - Present