Technical Leader · Web Hosting Infrastructure · 4+ Years
Thousif NMahamed
Technical Team Lead
I lead high-volume support teams that close tickets right the first time. Built an org-wide FCR audit framework, drive $80K+ in monthly sales, maintain a 4.90 CSAT — and resolve web infrastructure at the shell, not just the dashboard.
4.90
CSAT / 5.0
85%
FCR Lift
THOUSIF.NM · TL · MANGALURU
Active — 100% SLA Compliance
4.90 / 5.0 CSAT Average
$80K+ Monthly Sales
500+ Daily Interactions
85
FCR Improvement
0%
First contact resolution lift
80K
Monthly Sales
$0
Consistent, month-on-month
4.9
CSAT Score
0
Out of 5.0 average
500
Daily Capacity
0
Interactions handled per day
01
Experience
Technical Team Lead
Jan 2025 – May 2026
UnifyCX · Mangaluru, Karnataka, India
- Lead 15+ agents handling 500+ chat interactions/day across web hosting, WordPress, and cloud services.
- Deployed org-wide First Contact Resolution Audit framework — lifted FCR by 85%.
- Leveraged Salesforce, Multibox/CPM, Jarvis, and CSR Tools for escalation and customer lifecycle management.
- Maintained 100% SLA compliance via real-time queue monitoring and proactive escalation management.
- Drive $80K+ in monthly sales through technical trust, plan upgrade guidance, and retention strategy.
- Primary L2 escalation for complex hosting, DNS, SSL, and platform issues.
Web Advisor Coach
Jul 2024 – Jan 2025
UnifyCX · Mangaluru, Karnataka, India
- Coached agents on cPanel, DNS, and WordPress troubleshooting; standardized workflows reducing handle time.
- Served as SME for escalated tickets, bridging frontline support and technical operations.
- Authored KB articles on SSL renewal, domain propagation, and email configuration best practices.
Junior Support Engineer
Apr 2022 – Jul 2024
UnifyCX · Mangaluru, Karnataka, India
- Delivered high-quality support for web hosting, WordPress, and DNS issues with strong CSAT scores.
- Diagnosed Linux server issues, cPanel misconfigurations, and email routing failures efficiently.
- Built deep expertise in AWS, DNS hierarchy, and SSL lifecycle management through hands-on experience.
Electrical Project Engineer
Feb 2020 – Mar 2022
Vishwas Electricals · Hassan, Karnataka
- Managed end-to-end electrical infrastructure projects; coordinated contractors, vendors, and regulators.
- a3f9c12feat: FCR audit framework — 85% lift in resolutionHEAD → mainJan 2025
- 7e2b841feat: sustain $80K+ monthly sales via technical trust model2025
- d5c3009chore: scale team to 15+ agents, 500+ interactions/day2025
- f8a1e37feat: promoted → Technical Team Leadrole/tlJan 2025
- 2c9d4b5feat: promoted → Web Advisor CoachJul 2024
- e1f7823init: joined UnifyCX as Junior Support EngineerApr 2022
02
Case Studies
CASE STUDY
Problem → Action → Result
Eliminating Repeat Contacts at Scale
Repeat contacts were eroding team efficiency. Root-cause audit identified most re-contacts were caused by incomplete DNS/SSL resolution on first touch. The fix was systemic — not symptomatic.
Problem
High repeat contact rate · DNS/SSL misdiagnosis
→
Action
Org-wide FCR Audit Framework + DNS/SSL pre-check logic
→
Result
85% lift in First Contact Resolution · adopted org-wide
# Site down? Standard diagnostic.
$ dig +short domain.com @8.8.8.8
⚠ DNS not propagated · TTL 3600
$ /scripts/autorepair
✓ cPanel auto-repair complete
$ /scripts/ssltls_certificate_install
✓ SSL deployed · valid 90d
$ wp cache flush --allow-root
✓ Cache cleared · site responding 200
$
Revenue Impact
$80K+ Monthly, Consistently
Technical credibility converts. By coaching agents to resolve issues completely and explain hosting plans with confidence, we built the kind of trust that turns support interactions into upgrades — every month, no pressure selling.
03
Interactive Terminal
Welcome to Thousif N Mahamed's interactive terminal.
Type help to see available commands.
thousif@portfolio:~$
whoami
ls skills/
cat contact
git log
ping thousif
uptime
cat fcr.sh
help
clear
Average CSAT Score
4.90
out of 5.0 · sustained
What This Means
Sustained across hundreds of daily tickets — not a single-month spike. A reflection of team coaching, resolution depth, and communication standards held consistently under high volume.
04
Stack & Tools
Linux
cPanel
WHM
WordPress
DNS
SSL/TLS
AWS
Salesforce
MySQL
Apache
Bash
WHMCS
+ DKIM · SPF · DMARC · MX · Nginx · PHP · WP-CLI · Multibox · Jarvis · CSR Tools · Freshdesk
05
Technical Skills
// Infrastructure
Linux AdministrationcPanel / WHMApache / NginxShell ScriptingBash AutomationVPS Management// Domains & Security
DNS ArchitectureSSL / TLSSPF · DKIM · DMARCMX ConfigurationZone File ManagementDomain Propagation// Applications
WordPressPHP ConfigurationMySQLCache ManagementPlugin DebugSite Migration// CRM & Platforms
SalesforceMultibox / CPMJarvisCSR ToolsWHMCSAWS Foundations// Leadership & Ops
Technical Team LeadFCR Audit FrameworkSLA ManagementAgent CoachingEscalation HandlingQA Reviews// Email Deliverability
SPF RecordsDKIM SigningDMARC PolicyMX RoutingRouting FailuresBlacklist Diagnostics06
Coaching Engineers
01
Technical Onboarding Playbooks
Built structured onboarding programs compressing new agent ramp time — getting engineers from zero to productive on DNS, SSL, and WordPress within weeks, not months.
02
Live Ticket Shadowing & QA
Side-by-side ticket reviews with real-time feedback. Engineers learn not just what to fix, but how to communicate the fix in a way that earns 5-star ratings every time.
03
Shell Command Libraries
Curated team-wide shell references for the most common hosting failures — reducing mean time to resolution and eliminating guesswork on live customer issues.
04
CSAT-Driven Performance Coaching
Used CSAT data as a coaching instrument — identifying patterns in low-rated tickets and running targeted sessions on resolution quality and communication depth.
07
Customer Reviews
VERIFIED TRUSTPILOT· 20+ reviews
After trying with at least 20 people the last couple of weeks, Thousif fixed my issue!!! Patient, thorough, and sooo helpful!! I will never forget him.
Kathryn Howard
Simply magnificent — the best support I received from Bluehost in all years. Patient, efficient, taught me and solved my problem completely.
Nancy Mirabal
Incredibly knowledgeable! Spent over an hour and a half getting my SSL done. I wish I could give him 1,000 stars!!!!
Edlin Delosangeles
He went above and beyond until the crisis was fully resolved. Thousif is a true asset to the team. His deep technical knowledge stood out most.
Tapiwa Tsopotsa
Spent 4 hours failing to fix wp-admin after a WordPress update. Thousif resolved it in minutes. Very responsive. Very effective.
Mark Pryor
He stayed calm even when I lost my cool. I cancelled my cancellation request. His patience and professionalism saved my account completely.
Satisfied Customer
I made a charity donation in Thousif's name to a rescue shelter. He restored my site from backup in minutes. Exceptional human. 🐾
Zed CM
He went even beyond solving my problem and did so quickly. Took note of my concerns, put me at ease. I would totally recommend this service.
Alberto Ortega
My sister passed away and I messed up her website. Thousif fixed it in about 10 minutes. His kindness and expertise meant everything to me.
Laura Southam
08
Education
// Formal Education
Diploma — Electrical & Electronics Engineering
Sri Vidhyanikethan Polytechnic, Hassan
// Professional Development
Internal Leadership Coaching
UnifyCX · Technical Support Training
09
Get in Touch
Open to leadership roles globally
Let's solve complex problems together.
Open to Senior Support Engineering, Technical Team Lead, and Infrastructure Ops Leadership roles. If you need someone who understands both the technical layer and the people layer — let's talk.
Mangaluru, Karnataka, India
// Send a message
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