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Top-notch tech support
Hi Kalin Blaskoff,
Presently I have 20 support skilled support agents having 3-5 years of experience. And 3 Administrators having knowledge of Resolving core technical issues & providing remote support for Production Servers owned by various Web hosting Companies
To give you a general idea of our support I am attaching a brief document to prove Skill set of our Admins and Support agents who work round the clock
Please let me know what you think.
Regards
Dastagir
================================================== ==
Administrators Skills Set :
====================
Operating Systems
• Linux RHEL4, CentOS 4.4 Final, FreeBSD, Debian, Windows 2003 Server.
Technical Expertise
• Web Servers - Apache, IIS.
• VPS – OpenVZ, Virtuzzo.
• Networking - TCP/IP, NFS, SAMBA, Telnet, FTP, DNS, DHCP, NAT, ifconfig, netstat, HTTP.
• Mail - SMTP, POP, IMAP, qmail, Sendmail, Postfix.
• Security - SSH, SSL, Firewall Configuration(Iptables, Ipchains, APF, BDF, CSF)
• Database – MySql.
Expertise
1 Resolving core technical issues & providing remote support for Production Servers owned by various Web hosting Companies
2 System administration support for some famous datacenters
3 Installation , configuration , maintenance and troubleshooting of
- Apache Web server with SSL and various third party apache modules
- DNS server (BIND 9)
- MySQL database server
- Webmail clients like Squirrelmail, Horde.
- Mail Server : Exim.
4 Install/Configure/Setup/Maintain: DNS (BIND 8,9), HTTP/Web server (Apache, IIS), mail ( Exim, POP3), SSH, rsync, TCP wrappers and other miscellaneous UNIX daemons and services.
5 Scheduling jobs using crontab
6 Configured IPswitch, MRTG, option to monitor various network devices and Servers.
7 Worked with various web-based server-administrating tools like Cpanel, Plesk and Direct admin for Linux.
8 Worked with various web based customer support systems like Perl Desk, PHP Support Desk, Ticket Smith, Kayako e-Support etc.
9 Implementing kernel level security and recompiled kernels as per customer requirements.
10 Managing Server Admin Jobs like Kernel Upgradation & Recompilation, kernel patching , PHP recompilation, PhpBB Installation.
11 Installation of softwares like Gallery software ( GD ), Perl Modules, Php modules etc.., in Online Servers
12 Implementation of firewall using IPTABLES and third party firewall tools like APF, CSF,BFDetc.,
13 Experienced in the installation of variouse ftp servers like proftpd,pure-ftpd and vs-ftpd.
14 Experienced in the installation and configuration of server side video streaming applications like FFmpeg
15 Experienced in server to server transfer and server migration
Responsibilities:
1. Remotely monitoring and managing Red Hat/Fedora core/ CentOS/Debian/Windows 2003 production servers.
1. Performing web hosting and trouble shooting on Linux/Windows servers using cPanel/Plesk/Helm/DirectAdmin.
2. Installation of all desktop applications. Troubleshoot all application issues. Update OS with approved patches as needed.
3. Kernel and software compilation and installation
4. Security concepts/tools/services, booting routines, logging.
5. Performing web site integration and management.
6. Performing server builds by installing and configuring
7. Active Directory, DNS Server, IIS, SQL Server etc.
8. Providing online technical support on Linux and Windows servers to international clients through helpdesk/chat/mail.
9. Configured VPN, VPS-OpenVZ and Virtuzzo.
Technical Support Agent Skills Set
==========================
C-Panel FAQ’s
1. How do I enable(disable) register_globals from my account :
2. What are the paths to send mail
3. How do I manage unwanted ftp sessions from cpanel?
4. How to create mysql database, dbuser from cpanel?
5. How to add a dbuser to a database created from cpanel?
6. How do I connect to mysql database?
7. How do I check service connections like http, ftp, smtp, mysql?
8. How do I Set Default Address for my website?
9. How can I eliminate some of the spam I am receiving ?
10. How to create mailing list from cpanel?
11. How to run different file extensions for my domain?
12. How can I access my web mail, without login to cPanel?
13. How to change my cPanel password?
14. How can I change my account user name through cPanel?
15. How many languages does cPanel support and what are they?
16. How do I upload to a sub-domain?
17. Can I update my MX records through cPanel? If not possible, how can I do this?
18. In file manager I can see so many folders, can I delete them?
19. Where do I upload all my files to access my add-on websites?
20. I cannot access my own index file which I already uploaded. But your default page appears why?
21. Can I upload .pl, .cgi, .py files under /public_html folder?
22. What is your standard email attachment size limit?
23. How to access Remote MySQL Database?
24. How can I generate contact form in my website?
25. Can I block my website from particular IP’s?
26. When I access my website I get “Internal Server Error”, why?
27. How can I backup and restore my MySQL databases?
28. My ISP blocks port 25 but I want to use SMTP on my hosting server. What other port to use?
29. I am unable to send and receive email?
30. I am unable to send email, why?
31. I am not receiving new emails?
32. What are some basic software paths?
33. What are valid file extensions I can use for PHP scripts?
34. Why do I get the Warning: I am able to write to the configuration file: /path/to/configure.php ?
35. I want my HTML pages be parsed by PHP engine. How can I do it?
36. What is the difference between domain registration and web hosting?
37. makeHow do I login to my Cpanel?
38. How can I visit my site, if domain is in the process of being transferred over?
39. I cannot login to my Control Panel and can't see my site?
40. How do I run Audio or Video in my website?
41. What do I increase the upload size limit?
42. I am having trouble sending email?
43. I am getting this error (0x800CCC65) 503 valid RCPT command must precede DATA - 'Your outgoing (SMTP) e-mail server has reported an internal error. If you continue to receive this message, contact your server administrator or Internet service provider (ISP). The server responded: 503 valid RCPT command must precede DATA'
44. How many emails can I send in a day?
45. How can I change my php settings?
46. What is the path for Perl?
47. What is the path for python?
48. How do I access web mail for my account?
49. Can I change my main domain name to another domain for my account?
50. When installing phpBB, joomla, wordpress the installation program asks for below details.
51. Host:?
Port:?
Database:?
db_Username: ?
db_Password: ?
52. What should I enter into these fields?
53. Where I need to upload my website?
54. I have upload the files using Dreamweaver, but I can’t see my website?
55. Why my images are not showing up in my website?
56. I am not able to connect to mysql?
57. How do I website transfer from another host?
58. How can I access domain name without updating to your name servers?
59. Where can I upload my website content? I see two folders public_html and www
60. In file manager I can see so many folders, can I delete them?
61. Where do I upload all my files to access my add-on websites?
62. I cannot access my own index file which I already uploaded. But your default page appears why?
63. How to edit my website without downloading? Is it possible?
64. Can I upload .pl, .cgi, .py files under /public_html folder?
65. How many simultaneous FTP connections can I have at once?
66. How many emails, can I send per hour?
67. Can I login to my database using phpMyAdmin without login to cPanel?
68. Can I create new database through phpMyAdmin?
69. How to password protect a directory through cPanel?
70. Can I block my website from particular IP’s?
71. Can I forward my domain email to another domain? How
72. Where can I build my blog sites?
73. Can I have multiple sites installed under my domain name using Fantastico?
74. How can I increase file upload limit?
75. How can I reset my whole account? Can I do it by myself?
76. Can I have my own personal name servers? (ns1.mydomain.com & ns2.mydomain.com)
77. Does registering a domain mean I can publish my site right away?
------------------------------------------------------------------------
WHM’s Faq
1. How to login WHM?
2 . How to search an account in WHM?
3. How to increase Quota of an account?
4. How to install FrontPage for an account through WHM?
5. How to change account user name using WHM?
6. How to change account password using WHM?
7. How to edit DNS in WHM?
8. How to add MX records in WHM?
9. How to unblock IP address through WHM?
10. Customer unable to view awstats icon in cPanel and he already paid for the service. How to enable awstats for an account?
11. Customer cannot add his domain name in cPanel and get error message as “Domain already configured”, How to resolve?
Or
If customer deletes add-on domain from his control panel and tries to add it again but receives error message as “Error from park wrapper: Domain already configured”
12. How to reset my account? Is it possible?
Note: You need to ask the customer all his details for authentication before account reset.
13. How can I change primary domain name to new domain name?
Presently I have 20 support skilled support agents having 3-5 years of experience. And 3 Administrators having knowledge of Resolving core technical issues & providing remote support for Production Servers owned by various Web hosting Companies
To give you a general idea of our support I am attaching a brief document to prove Skill set of our Admins and Support agents who work round the clock
Please let me know what you think.
Regards
Dastagir
================================================== ==
Administrators Skills Set :
====================
Operating Systems
• Linux RHEL4, CentOS 4.4 Final, FreeBSD, Debian, Windows 2003 Server.
Technical Expertise
• Web Servers - Apache, IIS.
• VPS – OpenVZ, Virtuzzo.
• Networking - TCP/IP, NFS, SAMBA, Telnet, FTP, DNS, DHCP, NAT, ifconfig, netstat, HTTP.
• Mail - SMTP, POP, IMAP, qmail, Sendmail, Postfix.
• Security - SSH, SSL, Firewall Configuration(Iptables, Ipchains, APF, BDF, CSF)
• Database – MySql.
Expertise
1 Resolving core technical issues & providing remote support for Production Servers owned by various Web hosting Companies
2 System administration support for some famous datacenters
3 Installation , configuration , maintenance and troubleshooting of
- Apache Web server with SSL and various third party apache modules
- DNS server (BIND 9)
- MySQL database server
- Webmail clients like Squirrelmail, Horde.
- Mail Server : Exim.
4 Install/Configure/Setup/Maintain: DNS (BIND 8,9), HTTP/Web server (Apache, IIS), mail ( Exim, POP3), SSH, rsync, TCP wrappers and other miscellaneous UNIX daemons and services.
5 Scheduling jobs using crontab
6 Configured IPswitch, MRTG, option to monitor various network devices and Servers.
7 Worked with various web-based server-administrating tools like Cpanel, Plesk and Direct admin for Linux.
8 Worked with various web based customer support systems like Perl Desk, PHP Support Desk, Ticket Smith, Kayako e-Support etc.
9 Implementing kernel level security and recompiled kernels as per customer requirements.
10 Managing Server Admin Jobs like Kernel Upgradation & Recompilation, kernel patching , PHP recompilation, PhpBB Installation.
11 Installation of softwares like Gallery software ( GD ), Perl Modules, Php modules etc.., in Online Servers
12 Implementation of firewall using IPTABLES and third party firewall tools like APF, CSF,BFDetc.,
13 Experienced in the installation of variouse ftp servers like proftpd,pure-ftpd and vs-ftpd.
14 Experienced in the installation and configuration of server side video streaming applications like FFmpeg
15 Experienced in server to server transfer and server migration
Responsibilities:
1. Remotely monitoring and managing Red Hat/Fedora core/ CentOS/Debian/Windows 2003 production servers.
1. Performing web hosting and trouble shooting on Linux/Windows servers using cPanel/Plesk/Helm/DirectAdmin.
2. Installation of all desktop applications. Troubleshoot all application issues. Update OS with approved patches as needed.
3. Kernel and software compilation and installation
4. Security concepts/tools/services, booting routines, logging.
5. Performing web site integration and management.
6. Performing server builds by installing and configuring
7. Active Directory, DNS Server, IIS, SQL Server etc.
8. Providing online technical support on Linux and Windows servers to international clients through helpdesk/chat/mail.
9. Configured VPN, VPS-OpenVZ and Virtuzzo.
Technical Support Agent Skills Set
==========================
C-Panel FAQ’s
1. How do I enable(disable) register_globals from my account :
2. What are the paths to send mail
3. How do I manage unwanted ftp sessions from cpanel?
4. How to create mysql database, dbuser from cpanel?
5. How to add a dbuser to a database created from cpanel?
6. How do I connect to mysql database?
7. How do I check service connections like http, ftp, smtp, mysql?
8. How do I Set Default Address for my website?
9. How can I eliminate some of the spam I am receiving ?
10. How to create mailing list from cpanel?
11. How to run different file extensions for my domain?
12. How can I access my web mail, without login to cPanel?
13. How to change my cPanel password?
14. How can I change my account user name through cPanel?
15. How many languages does cPanel support and what are they?
16. How do I upload to a sub-domain?
17. Can I update my MX records through cPanel? If not possible, how can I do this?
18. In file manager I can see so many folders, can I delete them?
19. Where do I upload all my files to access my add-on websites?
20. I cannot access my own index file which I already uploaded. But your default page appears why?
21. Can I upload .pl, .cgi, .py files under /public_html folder?
22. What is your standard email attachment size limit?
23. How to access Remote MySQL Database?
24. How can I generate contact form in my website?
25. Can I block my website from particular IP’s?
26. When I access my website I get “Internal Server Error”, why?
27. How can I backup and restore my MySQL databases?
28. My ISP blocks port 25 but I want to use SMTP on my hosting server. What other port to use?
29. I am unable to send and receive email?
30. I am unable to send email, why?
31. I am not receiving new emails?
32. What are some basic software paths?
33. What are valid file extensions I can use for PHP scripts?
34. Why do I get the Warning: I am able to write to the configuration file: /path/to/configure.php ?
35. I want my HTML pages be parsed by PHP engine. How can I do it?
36. What is the difference between domain registration and web hosting?
37. makeHow do I login to my Cpanel?
38. How can I visit my site, if domain is in the process of being transferred over?
39. I cannot login to my Control Panel and can't see my site?
40. How do I run Audio or Video in my website?
41. What do I increase the upload size limit?
42. I am having trouble sending email?
43. I am getting this error (0x800CCC65) 503 valid RCPT command must precede DATA - 'Your outgoing (SMTP) e-mail server has reported an internal error. If you continue to receive this message, contact your server administrator or Internet service provider (ISP). The server responded: 503 valid RCPT command must precede DATA'
44. How many emails can I send in a day?
45. How can I change my php settings?
46. What is the path for Perl?
47. What is the path for python?
48. How do I access web mail for my account?
49. Can I change my main domain name to another domain for my account?
50. When installing phpBB, joomla, wordpress the installation program asks for below details.
51. Host:?
Port:?
Database:?
db_Username: ?
db_Password: ?
52. What should I enter into these fields?
53. Where I need to upload my website?
54. I have upload the files using Dreamweaver, but I can’t see my website?
55. Why my images are not showing up in my website?
56. I am not able to connect to mysql?
57. How do I website transfer from another host?
58. How can I access domain name without updating to your name servers?
59. Where can I upload my website content? I see two folders public_html and www
60. In file manager I can see so many folders, can I delete them?
61. Where do I upload all my files to access my add-on websites?
62. I cannot access my own index file which I already uploaded. But your default page appears why?
63. How to edit my website without downloading? Is it possible?
64. Can I upload .pl, .cgi, .py files under /public_html folder?
65. How many simultaneous FTP connections can I have at once?
66. How many emails, can I send per hour?
67. Can I login to my database using phpMyAdmin without login to cPanel?
68. Can I create new database through phpMyAdmin?
69. How to password protect a directory through cPanel?
70. Can I block my website from particular IP’s?
71. Can I forward my domain email to another domain? How
72. Where can I build my blog sites?
73. Can I have multiple sites installed under my domain name using Fantastico?
74. How can I increase file upload limit?
75. How can I reset my whole account? Can I do it by myself?
76. Can I have my own personal name servers? (ns1.mydomain.com & ns2.mydomain.com)
77. Does registering a domain mean I can publish my site right away?
------------------------------------------------------------------------
WHM’s Faq
1. How to login WHM?
2 . How to search an account in WHM?
3. How to increase Quota of an account?
4. How to install FrontPage for an account through WHM?
5. How to change account user name using WHM?
6. How to change account password using WHM?
7. How to edit DNS in WHM?
8. How to add MX records in WHM?
9. How to unblock IP address through WHM?
10. Customer unable to view awstats icon in cPanel and he already paid for the service. How to enable awstats for an account?
11. Customer cannot add his domain name in cPanel and get error message as “Domain already configured”, How to resolve?
Or
If customer deletes add-on domain from his control panel and tries to add it again but receives error message as “Error from park wrapper: Domain already configured”
12. How to reset my account? Is it possible?
Note: You need to ask the customer all his details for authentication before account reset.
13. How can I change primary domain name to new domain name?
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