Akhil Paul Saji
CSA
Piravom
Summary
Detail-oriented MCA graduate with 1+ year of experience as a Customer Support Associate and a strong foundation in computer applications, databases, and cybersecurity fundamentals. Skilled in SQL, Python, web technologies, and client-facing problem resolution. Actively upskilled through industry-recognized certifications and IELTS preparation, demonstrating continuous learning during the career transition period. Seeking an entry-level IT / technical support / data-oriented role where analytical skills, technical knowledge, and customer-handling experience add value.
Overview
1
1
year of professional experience
9
9
Certifications
Work History
Customer Support Associate
Sutherland Global Services
10.2023 - 11.2024
- Delivered professional voice and non-voice customer support while addressing service and basic technical issues in a fast-paced environment.
- Provided Level-1 IT and application support, following structured troubleshooting procedures to resolve user-reported incidents.
- Logged, tracked, and updated cases using ticketing systems, ensuring compliance with SLA and quality standards.
- Communicated solutions clearly to end users, maintaining high levels of customer satisfaction and service quality.
- Coordinated with internal technical and operations teams to ensure timely escalation and end-to-end issue resolution.
- Applied C++ fundamentals to understand application logic, troubleshoot basic code-related issues, and support internal testing or problem analysis when required.
Education
Master of Computer Applications -
SNGCE
Kadayirippu, Ernakulam, Kerala01.2023
Bachelor of Computer Applications - undefined
Mar Augusthinose college
Ramapuram, Kottayam, Kerala01.2021
Skills
Programming & Databases: Python, C, SQL, PHP
Web Technologies: HTML, CSS, JavaScript
Tools & Platforms: Git, Bootstrap, MySQL, MS Excel, Word, PowerPoint
Certification
Introduction to Operating Systems – Feb 2025
CAREER BREAK / UPSKILLING (2024 – 2025)
- Utilized the transition period after customer support role to strengthen technical foundations in databases, operating systems, and cybersecurity.
- Completed multiple certified courses aligned with IT and data-related roles.
- Prepared for and completed IELTS, improving global employability and professional communication skills.
Timeline
Customer Support Associate
Sutherland Global Services
10.2023 - 11.2024
Bachelor of Computer Applications - undefined
Mar Augusthinose college
Master of Computer Applications -
SNGCE