Resume of Harsh Trivedi • Peerlist

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Harsh Trivedi

21 followers

I'm a passionate Tech Lover and a graphic designer, Inspired by Imagination.

21 followers

Joined 20 Jun 2025

Book 1:1

harsh98trivedi.githu...

Experience

11 years, 6 months

Everbridge

Senior Technical Support Engineer

May 2025 - Present (1 yr, 4 m) • remote • full-time

Techetarian

Technical Content Creator & Blog Owner

Mar 2015 - Present (11 yr, 6 m) • india

Acquia

DXP Support Engineer

Jan 2025 - May 2025 (4 m) • remote • full-time

- Simplify and communicate complex technical concepts to both technical and non-technical audiences, ensuring alignment and actionable decision-making across teams. - Leverage DOMO for data analysis and reporting, tracking metrics like ticket resolution time, workload distribution, and customer case trends to optimise support efficiency. - Drive data-driven strategies by translating insights into actionable recommendations for process improvements and client support excellence. - CDN & Security Hub: Proficient in Cloudflare and Akamai for content delivery optimisation, security configuration, and incident mitigation. - Expertise in monitoring/analytics tools (Sumo Logic, New Relic) and Domain Management Systems, including Cloudflare UI for DNS, SSL, and traffic routing. - Manage end-to-end customer infrastructure maintenance, including Drupal Cloud hosting, CDN configurations, and security protocol updates. - Collaborate with clients to share security documentation, audit reports, and

Grafana

PhotoshopIndesign

Support Engineer

Jul 2023 - Mar 2025 (1 yr, 8 m) • remote • full-time

- Delivered technical support for Acquia DAM (formerly Widen DAM), resolving customer issues via email, live chat, and phone, with a focus on timely and empathetic solutions. - Leveraged Adobe Creative Cloud, EXIF Tool, and DAM-specific features to troubleshoot system configurations, metadata workflows, and asset management challenges. - Supported customers during the Widen-to-Acquia DAM transition by escalating and tracking critical technical issues in Jira, ensuring alignment with engineering and product teams. - Managed end-to-end case documentation in Salesforce, maintaining transparency with stakeholders and prioritizing SLAs. - Advised clients across industries (corporate, education, nonprofit) on optimizing DAM workflows and aligning system use with organizational goals. - Authored customer-facing knowledge base articles and improved internal documentation to reduce repetitive inquiries and empower self-service. - Enforced security best practices to safeguard customer data confi

Indesign

Photoshop

Illustrator

Saturday Drive Incorporated

Technical Support Engineer

Mar 2022 - Nov 2022 (8 m) • remote • full-time

- Resolved complex WordPress technical issues for customers, providing end-to-end support via ZohoDesk (email) and collaborating with developers to escalate/document bugs on GitHub. - Performed root-cause analysis and manual troubleshooting for plugin conflicts, theme customisations, and performance optimisation, ensuring seamless user experiences.

- Delivered high-quality customer service by leveraging deep expertise in WordPress core, and third-party plugins (e.g., WooCommerce, Elementor, Oxygen Builder, Beaver Builder, Gutenberg, Yoast, Wordfence, WP Super Cache, Divi, MemberPress, Smush, OptinMonster, etc.), and PHP/HTML/CSS fundamentals.

- Streamlined support workflows by creating reusable troubleshooting templates and contributing to internal knowledge bases, reducing repetitive inquiries. - Prioritised clear communication and timely resolutions to maintain customer satisfaction and uphold SLAs.

Wordpress

JavaScriptHTML / CSS / JavaScriptWeb DevelopmentWeb Design

Education

Dr. Virendra Swarup Institute of Computer Studies, Kanpur

BCA, Computer Science

2018 - 2021