Janani Kulanthaiswamy
Surrey
Summary
Empathetic and detail-oriented professional with over 9 years of experience in customer-facing and technical roles, seeking a Customer Service or Call Center Representative position. Known for excellent problem-solving, communication, and multitasking abilities. Brings strong technical troubleshooting skills, patience, and a dedication to creating positive customer experiences across phone, email, and chat platforms.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Site Reliability Engineer / Customer Support Liaison
QHR Technologies
06.2021 - 08.2023
- - Acted as a liaison between technical teams and customer support, addressing critical customer-impacting issues.
- - Proactively monitored system health and resolved application performance issues reported by clients.
- - Documented runbooks and troubleshooting guides to improve response time for customer issues.
- - Delivered root cause explanations in plain language to internal teams and occasionally to clients.
Software Developer / Application Support Analyst
Symantec (Broadcom)
01.2017 - 12.2019
- - Provided L2 support for internal customer-facing tools with prompt resolution of user-reported bugs.
- - Collaborated with support engineers to reproduce client issues and provide technical resolutions.
- - Led knowledge-sharing sessions with support and QA teams to streamline future issue handling.
Graduate Assistant – IT Helpdesk
IIT Chicago
01.2015 - 12.2016
- - Delivered front-line support to students and faculty for password resets, Wi-Fi, and system access.
- - Maintained a 90%+ first-call resolution rate across phone and in-person support.
- - Logged support tickets and followed up to ensure satisfactory closure.
Education
Master of Science - Information Technology and Management
Illinois Institute of Technology
Chicago, ILMaster of Science - Cloud Computing Architecture
University of Maryland Global Campus
Bachelor of Engineering - Computer Science
Anna University
Skills
- Customer Support (Phone, Email, Chat)
- Technical Troubleshooting
- Issue Resolution & Escalation Handling
- CRM & Ticketing Systems (eg, Zendesk, ServiceNow)
- Multitasking in High-Pressure Environments
- Conflict Management & Active Listening
- Microsoft Office Suite & Call Center Software
- Service Documentation & Process Improvement
Languages
English
Certification
- Customer Service Fundamentals – Coursera
- Effective Communication in the Workplace – LinkedIn Learning
- Microsoft Certified: Azure Fundamentals
Additional Information
- - Open to remote, hybrid, or on-site roles
- - Strong typing speed and multitasking abilities
- - Eligible to work in Canada (PR holder)
- - Fluent in English and Tamil
Timeline
Site Reliability Engineer / Customer Support Liaison
QHR Technologies
06.2021 - 08.2023
Software Developer / Application Support Analyst
Symantec (Broadcom)
01.2017 - 12.2019
Graduate Assistant – IT Helpdesk
IIT Chicago
01.2015 - 12.2016
Master of Science - Cloud Computing Architecture
University of Maryland Global Campus
Bachelor of Engineering - Computer Science
Anna University
Master of Science - Information Technology and Management
Illinois Institute of Technology
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