Resume of Harsh Trivedi • Peerlist

Experience

11 years, < 1 month

Everbridge

Senior Technical Support Engineer

May 2025 - Present (10 m) • remote • full-time

Techetarian

Technical Content Creator & Blog Owner

Mar 2015 - Present (11 yr, < 1 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

Certification

Customer Service Foundations

LinkedIn ↗

Aug 2025 - No Expiry

Incident Administrator Certification

Everbridge ↗

Aug 2025 - No Expiry

Mass Notification Message Sender Certification

Everbridge ↗

Jul 2025 - No Expiry

Javascript Bootcamp

Codekaro ↗

Jul 2023 - No Expiry

Volunteering

Social Media Handler

WordCamp Asia

Feb 2023 - Feb 2023

I volunteered at WordCamp Asia 2023 as a Social Media Handler. My duties included taking photographs of the event and uploading them to WordCamp Asia's Social Media Handles. I also assisted with managing the event's social media accounts, and interacted with attendees to ensure they had the best experience possible. My experience at WordCamp Asia was an invaluable one and I believe I have the skills and knowledge necessary to continue to be an effective Social Media Handler.

Organizer

GDG Kanpur

Mar 2022 - Present

Organizing events as a member of the GDG Kanpur team has been a rewarding experience. As the organizer, I have had the privilege of creating impactful events that have inspired hundreds of digital creators and tech enthusiasts in the region. I have had the opportunity to collaborate with a wide range of partners, from startups to established corporate firms. In my role as the organizer, I have been responsible for the overall execution of each event, from conception to realization. This includes activities such as making a detailed plan for the event, setting up the venue, organizing logistics, arranging sponsors, engaging with the speakers, and reaching out to potential attendees. I have also been in charge of post-event follow-ups and reporting. My experience with GDG Kanpur has helped me develop a range of skills, such as the ability to collaborate with various stakeholders, set up and execute effective plans, work with limited resources, and manage time efficiently. I have al

Lead Web Developer

DEF CON Delhi

Aug 2020 - Aug 2022

Volunteering as the lead web developer for DefCon Delhi has been an incredibly rewarding experience. I have had the opportunity to use my knowledge and skills in coding and web development to help create and maintain the website for the event. My responsibilities include designing and developing the website, programming and troubleshooting, testing and debugging, maintaining the content, and providing technical support. I have been able to work with a talented team of people, learn new skills, and gain invaluable experience. My experience with DefCon Delhi has helped me understand the importance of coding and web development, and I have become more confident with my abilities. I am proud to have been part of such an amazing event and to have been able to contribute my knowledge and skills to the success of DefCon Delhi.

Social Media Handler

WordCamp Nagpur

Aug 2019 - Aug 2019

I volunteered at WordCamp Nagpur 2019 as a Social Media Handler, where I was responsible for clicking photos and uploading them to the event's social media accounts. I had the opportunity to engage with the attendees and get a glimpse into the various aspects of the event. During the event, I was able to capture the energy and enthusiasm of the attendees as they discussed and shared their knowledge and experiences. I also had the opportunity to work with the event organizers to ensure that the event was a success. My experience at WordCamp Nagpur was invaluable and I'm grateful for the opportunity to have been a part of it.

Sponsor Wrangler

WordCamp Kanpur

Aug 2018 - Aug 2018

Volunteering at WordCamp Kanpur 2018 as a Sponsor Wrangler and Graphic Designer was a unique and rewarding experience. In my role as a Sponsor Wrangler, I was responsible for managing the experience of the event sponsors, ensuring that their needs were met, and coordinating their presence at the event. This involved communicating with sponsors prior to the event, managing their on-site experience, and resolving any issues or concerns they had. As a Graphic Designer, I also had the opportunity to contribute to the event's branding and marketing efforts. I designed various promotional materials, including posters, flyers, social media graphics, and badges, to promote the event and its sponsors. Combining both roles allowed me to bring a unique perspective to the event, ensuring that the sponsor's needs were met, and their brand was represented effectively. Overall, volunteering as a Sponsor Wrangler and Graphic Designer at WordCamp Kanpur 2018 was an enriching experience that allowed m

Harsh Trivedi

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