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@sindujasevella
Results-driven Cybersecurity Masters student with hands-on technical support experience.
I am a results-driven and dynamic Cybersecurity Masters student with a strong foundation in technical support and a rich academic background in Penetration Testing, Cyber Operations, Digital Forensics, and Information Security Management. My hands-on experience has equipped me with the analytical and problem-solving skills necessary to identify security threats and vulnerabilities effectively. I am committed to continuous learning, currently pursuing CompTIA Security+ and Certified Ethical Hacker (CEH) certifications to further enhance my expertise.
During my time as a Technical Support SME at FoundEver, I resolved over 50 complex technical issues weekly, significantly improving customer satisfaction by 25%. I also took on a mentorship role, training over 15 agents to enhance their first-call resolution rates. My ability to audit interactions and provide actionable feedback has led to a reduction in process gaps, demonstrating my commitment to excellence in customer service and technical support.
In addition to my professional experience, I have engaged in academic projects that showcase my technical skills. I built a home lab environment for security monitoring, deploying tools like Wazuh SIEM and AlienVault OSSIM to detect potential threats. I also developed an IoT-enabled security mechanism for visually impaired individuals, integrating real-time object detection to empower users in navigating their surroundings confidently.
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Work history, roles, and key accomplishments
FoundEver
Mar 2021 - Aug 2024 (3 years 5 months)
Resolved 50+ complex technical issues weekly, improving customer satisfaction by 25% through root-cause analysis. Mentored 15+ level agents, enhancing first-call resolution rate by 20% via training on proper probing to identify the issue and workflows.
Degrees, certifications, and relevant coursework
Master's Degree, Cybersecurity
Currently pursuing a Master's Degree in Cybersecurity, focusing on Cyber Operations, Digital Forensics, and Penetration Testing. This program enhances my skills in identifying and mitigating security threats.
Bachelor's Degree, Electronics and Communication Engineering
Completed a Bachelor's Degree in Electronics and Communication Engineering. This foundational education provided a strong understanding of electronic systems and communication principles.
Software and tools used professionally
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