Arun D
Support Team Lead | Web Hosting Operations | Team Leadership | Escalation Management | Customer Experience
- Role
- Lead Server Administrator at MindLabs Systems
- Location
- Kochi, KL, IN
- LinkedIn followers
- 500 followers
About Arun D
I’m a results-driven Support Team Lead with over 12 years of experience in the web…
Experience
Lead Server Administrator
Aug 2018 — Present · Cochin, IN
As a Support Team Lead for a leading U.S. web hosting provider, I manage critical operations spanning technical support, customer service, infrastructure management, and cross-functional collaboration. My role blends leadership, hands-on technical expertise, and business alignment to drive customer satisfaction and service excellence.Key Responsibilities & Achievements:Lead a cross-functional team handling L1 to L3 technical support, billing, sales, and migration services.Manage daily shift scheduling, ticket queues, and performance tracking to meet SLAs and maintain service quality.Mentor support agents through onboarding, live coaching, and regular performance reviews to build a high-performing team.Resolve complex technical escalations across tickets, live chat and emails, ensuring rapid and accurate resolutions.Work daily with technologies including: Linux (multiple distributions), cPanel, DirectAdmin, WHMCS, KVM-based VPS infrastructure (SolusVM, Virtsh), provisioning and managing dedicated nodes. Monitor systems and incidents using Zabbix, Grafana, and Grafana Loki for real-time insights and log analysis.Research, test, and implement new technologies and automation scripts to enhance internal efficiency and introduce new client-facing services.Collaborate with development, product, and marketing teams to launch new offerings and improve client experience.Analyze recurring issues, identify root causes, and drive continuous improvement across support workflows.Participate in marketing initiatives by providing technical insights for campaigns and customer communication strategies.
Education
Sree Narayana Guru College, k G Chavady, Coimbatore
Bachelor of Science (B.Sc.), Computer Science
2003 — 2006
Nehru College Of Engineering and Research Centre, Pampady, Thrissur
Master of Computer Applications (M.C.A.), Computer Programming, Specific Applications
2006 — 2009
Big bazaar Hss
+2, Science
2001 — 2003
Skills
- Server Administration
- Vb.net
- Ccna
- Centos
- Apache
- Linux
- Cpanel
- Rhce
- Linux System Administration
- Web Design
- Dns
- Project Management
- Html
- Computer Hardware
- Mysql
- Cloud Development
- Microsoft Azure
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