Customer Service Technical Support

SUJAN KARUNA

** ******** ******** • Markham, ON L6B 0L8

416-***-**** • *****.******@*******.***

OBJECTIVE

Obtain a full-time position to implement and improve my skills and knowledge while enhancing the company’s productivity and reputation.

OUTLINE OF SKILLS

• Programming experience in languages such as Python, Java, SQL, C, C++, VBA, HTML and JavaScript and will be able to adapt to other languages quickly

• Great understanding of database systems, with experience in both relational and non-relational databases

• Familiar with software quality, testing approaches and principles

• Experience in using a variety of computer software’s including: Microsoft Office, with exceptional knowledge in the use of Word, Excel, and PowerPoint; and Operating Systems such as Windows 7/8/10, Ubuntu and Mac OS

• Extremely proficient with computer hardware upgrades, troubleshooting, repairs

• Tremendous aptitude for learning new skills

• Excellent communication skills (written and verbal) and interpersonal abilities in culturally diverse environments

• Provides superior customer service by meeting customer’s needs quickly, professionally and accurately

• Flexible team player who can adapt to changing conditions

• Able to work independently with exceptional skills in managing multiple demands, including prioritizing and meeting strict deadlines

EDUCATION

University of Toronto April 2017

• Bachelor of Science

o Major in Computer Science, Minors in Economics and Statistics

• Relevant Courses: Software Design, Software Tools and System Programming, Embedded Systems, Programming on the Web, Networks and Security, Computer Networks WORK EXPERIENCE

Technical Support Specialist

Rogers Communications May 2016 – July 2016

• Maintained expectations regarding call quality and resolution time

• Performed security checks to verify customer service plans and varying other specifications

• Multi-tasked systems while providing thorough support and problem resolution for customers

• Organized dates for equipment installation

• Ensured customer satisfaction and escalated calls to manager if the caller was not satisfied RELEVANT PROJECTS

Hospital Triage Android Application (Fall 2013)

• Created an android application intended to be used by doctors and nurses to organize patients in a database using Java

• Created a variety of unit tests using JUnit to ensure that the app functionality was performing to specifications

• Used version control, build management, and object oriented programming in the design process

Soccer NXT Robot (Fall 2014)

• Implemented a self-driving AI using a particle filter localization algorithm

• Designed an intelligent AI in C++ that plays soccer against other robots using Finite State Machines

• Obtained third place in the soccer competition hosted in the class facing against ten other robots

Impulse Book Exchange Website (Summer 2015)

• Designed a responsive web application for a simple book exchange service using MongoDB, Express, AngularJS, NodeJS, and Bootstrap

• Organized weekly meetings with group members to discuss progress and to consult about the tasks that needed to be completed

• Planned a presentation to demonstrate the functions and purpose of the website by creating hypothetical users and carrying out a book exchange Vulnerability Exploitation Project (Fall 2016)

• Used different buffer overflow techniques to obtain root access in various programs

• Examined outgoing HTTP packets with Wireshark to figure out critical user information for a hypothetical social account

• Implemented CSRF, XSS, and SQL injection attacks on a web application to content spoof, steal authentication tokens, login and passwords, as well as bypassing authentication altogether Simple Router Assignment (Winter 2017)

• Configured a Virtual Machine to create a hypothetical network consisting of a host and two servers which are running an HTTP server

• Programmed a router to route packets from the emulated hosts to the servers and vice versa, using C

• Utilized Wireshark to capture and examine different packets, studying TCP/IP Packet structure and the TCP Connection Setup in the process

References available upon request

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