Summary
Overview
Work History
Education
Skills
Academic Presentations
Academic Projects
Timeline
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Kevin Vathalloor James

Summary

Experienced and customer-focused IT Support Associate with a proven history of delivering exceptional technical assistance and resolving complex issues in a timely manner. Possessing a deep understanding of various information and communication technologies, excel in providing top-notch support to users, ensuring their satisfaction, and maximizing productivity. With excellent critical thinking skills and a strong ability to communicate technical concepts to non-technical individuals and dedicated to delivering outstanding service and fostering positive customer relationships. Adaptability, efficiency, and a passion for helping others are key strengths that enable to thrive in dynamic and demanding environments. Seeking to leverage expertise and commitment to excellence in a challenging role.

Overview

8
8
years of professional experience

Work History

Complex Customer Service Specialist

Telstra
05.2022 - Current
  • Provide excellent customer support regarding IT support
  • Assist customers in identifying home internet and Mobile internet faults
  • Provided IT support by setting up and maintaining computers and other necessary technology.
  • Trouble shoot home devices such as Modem, Mobile phones, printers, smart home appliances and security systems to identify faults and provides appropriate solutions to rectify issues
  • Explain and educate complex technical concepts to non-technical customers with clear and concise manner ensuring their needs are met while maintaining professional and courteous manner
  • Optimizing PC by ensuring that customer is well equipped with efficient use of software and equipment
  • Provide effective software installation, maintenance, repair and education for customers to provide excellent user experience.
  • Effectively manages time by fast and effective fix with less handling time

Customer Service Attendant

BP
07.2019 - 08.2022
  • Brought forth excellent customer service skills and a commitment to customer satisfaction
  • Communicated effectively with colleagues and superiors
  • Worked to ensure maintenance of restaurant sanitation and compliance with all safety regulations
  • Worked as a team member with other restaurant professionals to ensure satisfied customers
  • Maintained the highest standards of safety and hygiene throughout the restaurant as per city and restaurant regulations.
  • Enhanced customer satisfaction by consistently providing prompt and courteous service.
  • Promoted company products and services, resulting in increased sales and revenue.
  • Collaborated with team members to improve overall customer service standards within the company.

Software Engineer

Mindsoft Innovations
12.2016 - 02.2018
  • Utilized critical design software skills to assist with projects
  • Implemented and updated application modules as directed by Senior Software Developers
  • Effectively coded software changes and alterations based on specific design specifications
  • Tested and accurately configured software and maintained high functioning hardware
  • Provided outstanding technical support to clients
  • Adept in diagnostic testing and troubleshooting
  • Wrote SQL statements and stored procedures
  • Created reports and statistical analysis as required
  • Upgraded projects that included development in ASP.NET and C#
  • Participated in upgrading human resource software and cleared existing bugs and successfully implemented flawless product
  • Upgraded existing software and custom made it according to the client needs
  • Partially joined develop ERP software towards the end of the career in work.
  • Enhanced user experience with intuitive interface design and responsive web applications.
  • Improved software performance by identifying and resolving bottlenecks in the code.
  • Optimized algorithms for faster processing, reducing overall computation time.

Software Engineer Trainee

D2F Solutions
06.2016 - 11.2016
  • Worked to remain punctual, dependable, and flexible
  • Used superior information technology skills daily
  • On job training for programming language C# and .Net technology
  • Mock tests and practical exams to improve coding accuracy.

Education

Master of Information Technology - Computing and Networking

James Cook University
Townsville, QLD
12.2020

Bachelor of Technology - Computer Science and Engineering

Mahatma Gandhi University
Kerala, India
05.2016

Skills

  • Project Management
  • Customer Service
  • Complaint Handling
  • CRM Software
  • Excellent written and oral communication
  • Product Knowledge
  • Team Development
  • Technical Support
  • Database Management Software
  • HTML and XML
  • Microsoft ASPNET
  • Feature and Application Implementation

Academic Presentations

Presentation 1: Topics in AI

  • Structured and presented Weekly reporting and Fortnight presentation of the topics related to AI.
  • Primarily focused on Internet of Things (IoT)
  • Addressed about challenges, security threats, requirements, and future trends


Presentation 2, Special Interest Topics

  • Structured and presented Weekly reporting and Fortnight presentation of the topics related to Big Data
  • Addressed about the architectural and structural challenges, Security threats, Big Data applications, future of big data and its real-life usage


Academic Projects

Masters degree Project 1 : Australian Fatal Crashes Report from 1989-2019

  • Project done in Kaggle notebook in Python programming language
  • https://www.kaggle.com/kevinjames1993/australian-fatal-crashes-report-from-1989-to-2019


Masters degree Project 2 : Airport Traffic Data Analysis

  • Project done in Kaggle notebook in Python programming language.
  • https://www.kaggle.com/kevinjames1993/airport-traffic-data-analysis


Bachelors degree Project 1: Alcohol detection and accident reporting system

  • This project implements a very simple and efficient method for the detection of drunken driving and road accidents and reporting them to the concerned authorities. By using this system, the percentage of road accidents caused due to the consumption of alcohol will be considerably reduced. It also helps to provide a better emergency response to road accidents in turn reducing serious causalities. Thus, this system acts as a helping aid to the road users.


Bachelors degree Project 2: Elport

  • Elport is an Online Voting Website. Elport helps to create and manage elections, also it helps to a safe and secure platform for all elections avoiding all malpractices. The documentation phase of this project was completed.






Timeline

Complex Customer Service Specialist

Telstra
05.2022 - Current

Customer Service Attendant

BP
07.2019 - 08.2022

Software Engineer

Mindsoft Innovations
12.2016 - 02.2018

Software Engineer Trainee

D2F Solutions
06.2016 - 11.2016

Master of Information Technology - Computing and Networking

James Cook University

Bachelor of Technology - Computer Science and Engineering

Mahatma Gandhi University

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Kevin Vathalloor James