HEPHZIBAH VINOTHINI JAYADURAI
TORONTO,CANADA
Summary
Over 8 years of experience in IT support and customer service, adept at resolving complex issues and enhancing client satisfaction. Proficient in ServiceNow Incident Management, networking fundamentals, and Microsoft applications, demonstrating excellent communication and conflict resolution skills. Committed to leveraging technical expertise and collaborative problem-solving to drive efficiency and innovation in service delivery.
Customer service and sales professional prepared to drive impactful results. Proven ability to foster strong client relationships, resolve issues efficiently, and adapt to evolving needs. Skilled in communication, problem-solving, and teamwork, ensuring reliable collaboration and goal achievement.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Sales Representative
Glental
10.2022 - Current
- Enhance customer service efficiency, increasing satisfaction rates and service quality
- Develop solutions to reduce resolution time, improving user experience
- Communicate technical concepts clearly to diverse audiences for better understanding
- Educate sales teams on consignment program specifics, ensuring clear expectations
- Develop and execute creative solutions for operational challenges, focusing on service efficiency and customer experience enhancement
- Maintain meticulous transaction records and inventory documentation while ensuring adherence to company protocols and service standards
- Exhibited superior verbal and written communication skills, maintaining a friendly and accessible communication style across various platforms
- Proven ability to multi-task, utilizing various tools and systems to promptly address customer inquiries and provide efficient solutions
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
Technical Support Analyst
HCL Technologies
06.2017 - 08.2021
- Led disaster recovery calls, enhancing system reliability with cross-functional teams
- Coordinated projects, improving data protection and system efficiency
- Resolved IT issues, delivering consistent solutions with business analysts and project leads
- Developed system guidelines, trained teams, boosting operational knowledge
- Evaluated systems, identified improvement opportunities, optimizing business processes
- Led technical support operations, resolved complex IT incidents, and implemented service improvement initiatives while maintaining high customer satisfaction ratings
- Streamlined incident management protocols by implementing automated ticketing system, reducing response times and enhancing cross-team collaboration
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Skilled in documenting customer interactions accurately and efficiently in real time
- Capable of independently searching for and identifying solutions using available resources and knowledge bases
Network Security Engineer
CSS Corp
06.2016 - 05.2017
- Resolved IPsec, VPN, and URL filtering issues, enhancing network security and reliability
- Conducted lab tests to prototype client issues, leading to efficient problem resolution
- Developed issue trackers, ensuring timely reporting and resolution to management
- Completed Palo Alto firewall training, maintaining up-to-date expertise for superior support
- Rectified routing and switching issues, improving network performance and client satisfaction
- Implemented comprehensive network security protocols and troubleshooting methodologies for enterprise-level VPN infrastructure, optimizing system performance
- Streamlined incident response procedures through systematic lab testing and documentation, reducing average resolution time for critical network issues
- Maintained robust security posture by regularly updating security policies and procedures.
Education
POST GRADUATE - CYBERSECURITY
Centennial College
04.2023
POST GRADUATE - TECHNICAL SYSTEM ANALYSIS
Fanshawe College
London, ontario04.2022
MASTERS - ELECTRONICS & INSTRUMENTATION ENGINEERING
Karunya university
04.2016
Skills
- Interpersonal Communication Skills
- Customer Experience Enhancement
- Customer Technical Assistance
- System Analysis
- Effective Time Management
- Effective Sales Approaches
- Project Management
- Customer Engagement
- Engaged Listening Skills
- Analytical Problem-Solving
- In-Depth Product Knowledge
Accomplishments
Phishing URL Detection using machine learning modules
Researched and analyzed the latest techniques and variables used for phishing detection and machine learning to efficiently use them in identifying and classifying phishing websites.
• Compiled and defined relevant URL scannable parameters to create a quality data set that fed the algorithms.
• Selected and implemented efficient and compatible machine learning algorithms to achieve project objectives.
• Defined and created the most compatible scenario considering all available information and variables necessary to obtain a good result in the identification and classification of phishing websites.
Certification
CompTIA Security
Languages
English
Tamil
Personal Information
Date of Birth: 12/28/90
Timeline
Customer Service Sales Representative
Glental
10.2022 - Current
Technical Support Analyst
HCL Technologies
06.2017 - 08.2021
Network Security Engineer
CSS Corp
06.2016 - 05.2017
POST GRADUATE - TECHNICAL SYSTEM ANALYSIS
Fanshawe College
MASTERS - ELECTRONICS & INSTRUMENTATION ENGINEERING
Karunya university
POST GRADUATE - CYBERSECURITY
Centennial College
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