Available for On-Site Roles in Malaysia

Rokhsana Akter
Khushi

WordPress & Hosting Support Engineer

Transitioning into Computer Networks — Master's at Universiti Putra Malaysia (UPM). 4+ years supporting 13,000+ clients across WordPress hosting, DNS, migrations, and technical troubleshooting.

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Rokhsana Akter Khushi
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01

About Me

I'm a WordPress & Hosting Support Engineer with a background as a Happiness Engineer at Automattic and IT Customer Success Specialist at Hostinger. Over the years, I've helped 13,000+ clients resolve complex issues spanning DNS configurations, server migrations, WordPress optimization, and hosting troubleshooting.

My strength lies in combining deep technical knowledge with proactive customer communication—ensuring issues are not just resolved but understood. I've handled 40-60 inquiries daily while maintaining high customer satisfaction.

Now, I'm taking the next step: pursuing a Master's in Computer Network at Universiti Putra Malaysia (UPM) to formalize my networking expertise and transition into roles like Network Engineer, Systems Engineer, or Cloud Operations.

Currently: Dhaka, Bangladesh
Relocating to: Malaysia (Master's Program at UPM)
13K+ Clients Supported
4+ Years Experience
60 Daily Inquiries Handled
UPM Master's Program
02

Skills & Expertise

Technical Infrastructure

  • DNS Configuration & Troubleshooting
  • SSH & Command Line Operations
  • WP-CLI Automation
  • Server Migrations
  • Hosting Panel Management
  • Email Server Configuration

Web Development

  • HTML5 & CSS3
  • Bootstrap Framework
  • WordPress Theme Development
  • Performance Optimization
  • Security Hardening
  • Site Speed Optimization

Support Excellence

  • Proactive Customer Communication
  • Technical Documentation
  • Escalation Management
  • Root Cause Analysis
  • Multi-channel Support
  • Knowledge Base Creation

Tools & Technologies

WordPress
WP-CLI
SSH
MySQL
DNS
cPanel
Email Config
Security
03

Professional Experience

Happiness Engineer

Automattic (WordPress.com)

2024 – Dec 2025
  • Provided expert-level support for WordPress.com users across diverse technical issues
  • Specialized in DNS configuration, domain transfers, and site migrations
  • Collaborated with global distributed team to ensure 24/7 coverage
  • Created and maintained internal documentation for recurring issues
  • Escalated complex hosting and infrastructure issues to engineering teams
WordPress DNS Migrations Remote

IT Customer Success Specialist

Hostinger

2021 – 2023
  • Handled 40-60 customer inquiries daily via live chat and ticket system
  • Troubleshot hosting issues including cPanel, DNS, SSL, and email configuration
  • Assisted customers with WordPress installation, optimization, and security
  • Maintained high customer satisfaction scores through proactive communication
  • Performed site migrations and domain transfers with minimal downtime
cPanel SSL Email Live Chat

WordPress Designer

Fiverr (Freelance)

2017 – 2021
  • Designed and developed custom WordPress websites for international clients
  • Delivered 100+ projects with 5-star ratings and repeat customers
  • Specialized in responsive design, theme customization, and WooCommerce
  • Provided ongoing maintenance and support packages
  • Built expertise in performance optimization and SEO fundamentals
WordPress WooCommerce Design Freelance
04

Education

Admitted

Master in Computer Network

Universiti Putra Malaysia (UPM)

Faculty of Computer Science & Information Technology

2026 – Expected 2028

Program Focus Areas:

  • Advanced Network Architecture
  • Network Security & Protocols
  • Cloud Computing & Virtualization
  • Research Methodology

Bachelor in Computer Science

Major: Software Engineering

Completed undergraduate studies with focus on software development fundamentals, databases, and web technologies.

Higher Secondary Certificate

Science Stream

Foundation in mathematics, physics, and computer science that sparked interest in technology.

05

Now & Next

Current Status

Preparing for relocation to Malaysia for Master's program at UPM. Actively seeking on-site opportunities in networking, systems, and cloud domains.

  • Admitted to UPM Master in Computer Network (40-credit coursework program)
  • Deepening knowledge in network protocols and infrastructure
  • Building lab environments for hands-on practice

Career Direction

Combining my production support experience with formal networking education to transition into infrastructure-focused roles.

  • Network Support / Network Engineer positions
  • Systems Engineer (Linux) opportunities
  • Cloud Operations / Cloud Support roles
  • Long-term: DevOps, SRE, or Network Security paths

Target Roles in Malaysia

I'm looking for on-site positions that leverage my support background while building deeper technical expertise:

🌐

Network Support Engineer

Entry to mid-level network operations and troubleshooting

📡

NOC Engineer

Network Operations Center monitoring and incident response

🐧

Systems Engineer (Linux)

Linux server administration and infrastructure management

☁️

Cloud Support / Cloud Ops

AWS, GCP, or Azure operations and customer support

🔧

Junior DevOps / SRE

Site reliability and infrastructure automation pathway

🔒

Network Security / SOC

Security operations with upskilling trajectory

Why me? I bring real production troubleshooting experience (WordPress hosting ecosystem with DNS, SSH, migrations), proven customer communication skills, and am formalizing network depth through my Master's program.
06

Case Studies

Real-world examples demonstrating problem-solving approach and technical skills

WordPress Migration & DNS Cutover

Migrated a high-traffic WordPress site between hosting providers with zero downtime, managing DNS propagation and SSL certificate transitions.

Challenge: Client needed seamless migration without business interruption
Approach: Staged migration with DNS TTL reduction, parallel testing, coordinated cutover
Tools: WP-CLI, SSH, rsync, DNS management, SSL provisioning

Performance Optimization & Bottleneck Investigation

Diagnosed and resolved severe performance issues for a WooCommerce store experiencing timeout errors during peak traffic periods.

Challenge: Site crashing during sales events, losing revenue
Approach: Query optimization, plugin audit, caching implementation, CDN configuration
Result: 70% reduction in page load time, stable during 5x traffic spikes

Incident Handling & Escalation

Managed critical incident where a client's site was compromised, coordinating cleanup, security hardening, and clear customer communication throughout.

Challenge: Malware infection, client in panic, reputation at stake
Approach: Rapid triage, malware removal, security audit, preventive measures
Outcome: Site restored within 4 hours, implemented security monitoring
07

Get in Touch

Available for on-site roles in Malaysia. Let's connect!

Location

Dhaka, Bangladesh → Malaysia

Timezone

GMT+6 (flexible for Malaysia GMT+8)

Website

rokhsanak.xyz

Ready to Connect?

I'm actively seeking on-site opportunities in Malaysia in Network, Systems, Cloud, or Support Engineering roles.

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