Chandana Shivaram

Tier 2 Technical Support Engineer keeping hosting infrastructure alive — cPanel & WHM, DNS, email, and server performance. I fix root causes, not symptoms.

View Resume
SERVICE STATUS
DNS99.98%
SMTP / Exim99.95%
MySQL99.99%
Apache / LiteSpeed99.97%
SSL / TLS100%
cPanel & WHM99.96%
98%
FIRST-RESPONSE SLA
40+
TICKETS / WEEK
2yr+
HOSTING INFRA
01 / About
I fix what Tier 1 can't — root causes, not quick patches.
I manage cPanel/WHM hosting for Bluehost and HostGator: DNS issues, email failures, hacked sites, and server performance. When something breaks, I dig until I understand why — not just how to make the symptom go away. Linux, MySQL, Apache/LiteSpeed, and SSL/email troubleshooting are where I spend most of my day, and I translate the fix into plain English for the customer on the other end of the ticket.
02 / Experience
Where I've worked
JUN 2026 — PRESENT
Technical Support Engineer, Tier 2
GlowTouch Technologies · Remote
Handle escalated technical issues for cPanel-based hosting accounts, resolving 40+ tickets weekly at 98% first-response SLA, specializing in server performance, email deliverability, and WordPress/malware remediation.
DEC 2024 — MAY 2026
Technical Support Engineer
GlowTouch Technologies · Mysore
Resolved 100+ weekly infrastructure and hosting chats involving cPanel/WHM, DNS configuration, and server-side failures, maintaining a 95%+ SLA adherence rate.
OCT 2024 — NOV 2024
Graduate Engineering Trainee
GlowTouch Technologies · Mysore
Trained on enterprise hosting infrastructure — web server management, cPanel administration, and ticketing workflows — building the foundation for infrastructure support roles.
03 / Skills
Toolkit
DNS & Email
  • dns-records (a/mx/txt)
  • exim-mta
  • spf / dkim / dmarc
  • email-deliverability
DNS & Email
Full DNS record management, mail transfer configuration, and email authentication/deliverability troubleshooting across hosting environments.
Security
  • ssl / tls
  • modsecurity
  • cloudlinux
  • malware-remediation
Security
SSL/TLS certificate management, web application firewall configuration, and malware detection/remediation on production servers.
Performance
  • apache / litespeed
  • easyapache
  • mysql-tuning
  • shell-scripting
Performance
Web server configuration and tuning, database query optimization, and automation scripting to keep environments fast and stable.
Platform
  • cpanel / whm
  • wordpress-admin
  • softaculous
  • linux-administration
  • mobaxterm
Platform
Hands-on hosting control panel administration, CMS management, and remote server access/administration via terminal tools.
Monitoring & Workflow
  • splunk
  • sql
  • pega / servicenow / jira
Monitoring & Workflow
Log monitoring and analysis, database querying, and enterprise ticketing/workflow platforms for incident and case management.
Coming Soon
  • placeholder-1
  • placeholder-2
  • placeholder-3
Coming Soon
More skills being added here.
04 / Certifications
Verified credentials
cPanel & WHM System Administrator II
cPanel, L.L.C. · Issued 2026-06 · ID: 0995e021-13d3-45c2-b143-bb446f018541
View Certificate
cPanel Professional
cPanel, L.L.C. · Issued 2026-06 · ID: 16d311e9-f1c5-4fff-aec0-d3c92e7d4eb5
View Certificate
05 / Education
Academic background
B.Sc. Computer Science
University of Mysore
2021 — 2024
10+2, PCMB
Jawahar Navodaya Vidyalaya (JNV)
2020 — 2021
06 / Contact
Let's talk hosting & infrastructure

Open to Tier 2/3 support and Linux/hosting infrastructure roles.

chandanashivaram@outlook.com LinkedIn View Resume