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@@ -7,146 +7,118 @@ API_KEY = "sk-or-v1-ca193fc6c867b58091b5bd23725c68706a01e3be3a2a5578d83232b09407
 MODEL = "deepseek/deepseek-r1:free"
 resume_text = """
-James is Dedicated technical support professional with a proven track record in troubleshooting and technical problem resolution across various platforms. Enthusiasm for driving customer experience enhancement through effective communication and proactive problem-solving is evident. Experience in working in a 24x7 environment, monitoring systems, and collaborating with teams aligns well with the commitment to ensuring seamless service delivery. A strong focus on understanding customer needs and implementing process improvements contributes to fostering trust and satisfaction.
-JAMES CHERIYAN
-Technical Support Specialist | IT Solutions | Customer Experience
-+44  7442585688
-[email protected]
-Belfast, UK
-Dedicated technical support professional with a proven track record in troubleshooting and technical problem resolution across various platforms. Enthusiasm for driving customer experience enhancement through effective communication and proactive problem-solving is evident. Experience in working in a 24x7 environment, monitoring systems, and collaborating with teams aligns well with the commitment to ensuring seamless service delivery. A strong focus on understanding customer needs and implementing process improvements contributes to fostering trust and satisfaction.
-Technical Support Engineer
-Natterbox
-01/2025 - Present
-Belfast, United Kingdom
-•
-Customer Contact & Experience
-NatWest Group
-03/2022 - Present
-FirstSource Belfast, United Kingdom
-•
-Served as the first point of contact for online banking issues, troubleshooting and escalating technical problems via call and email.
-•
-Documented common issues and solutions to enhance internal knowledge resources.
-•
-Collaborated with IT teams to resolve technical issues, ensuring timely and effective solutions.
-•
-Assisted customers with digital banking services, ensuring smooth adoption and quick issue resolution.
-•
-Identified recurring technical challenges and proactively suggested process improvements.
-•
-Maintained detailed logs of customer interactions and issues for further analysis, contributing to enhanced service delivery.
-•
-Monitored multiple customer-facing banking systems to ensure seamless operation and alignment with business and customer needs.
-Customer Contact Associate - Technical Support
-Comcast Corp Xfinity
-07/2019 - 09/2021
-Nuance Communications Bangalore
-•
-Provided technical support to end-users, resolving hardware, software, and connectivity issues via live chat, email and CRM.
-•
-Diagnosed and resolved critical system failures in a time-sensitive environment.
-•
-Monitored IT systems and networks, proactively identifying and resolving performance bottlenecks.
-•
-Managed system health and availability through regular audits and maintenance tasks.
-•
-Collaborated with cross-functional teams to ensure timely resolution of service disruptions.
-•
-Delivered remote technical support for Xfinity digital services, including internet, TV, and VoIP phone systems.
-•
-Designed and implemented process improvements, reducing downtime and enhancing efficiency.
-•
-Maintained accurate and up-to-date customer records in CRM.
-•
-Acted as a liaison between technical teams and non-technical users, ensuring mutual understanding.
-Technical Troubleshooting
-System Monitoring
-Problem Solving
-Collaboration
-Communication Skills
-Attention to Detail
-Process Optimization
-24x7 Environment
-Adaptability
-Telecoms Experience
-Quick Learning
-Networking Knowledge
-Decision Making
-Help Desk
-Active Listening
-User Feedback Analysis
-CRM Proficiency
-Knowledge Base Development
-VoIP
-Python
-IT Systems Proficiency
-SQL
-Technical support specialist
-Excels in software support services via multiple channels.
-Collaboration
-Skilled in collaborating with cross-functional teams to achieve organizational goals and drive effective solutions.
-Customer-focused problem solver
-Resolves complex issues while improving user experience.
-Effective communicator
-Exceptional communication skills, ensuring efficient issue resolution.
-Customer-centric approach
-Strong ability to analyze customer feedback and drive system improvements.
-MSc Computer Science
-Ulster University
-02/2022 - 09/2023
-Belfast, UK
-BCA - Bachelor's in Computer Application
-Kannur University
-06/2011 - 06/2014
-Kannur
-Page 2
-Customer Service Advisor - Technical Support
-AT&T U-verse
-11/2017 - 12/2018
-[24]7.ai Bangalore
-•
-Effectively managed multiple priorities in a structured and timely manner within a 24x7 shift environment via live chat, email and CRM.
-•
-Diagnosed and resolved technical issues for AT&T U-verse internet, TV, and VoIP phone services.
-•
-Addressed customer service concerns with professionalism, ensuring compliance with quality standards and adherence to established procedures.
-•
-Conducted training sessions to promote best practices and improve individual and team performance in technical support and service delivery.
-•
-Monitored and maintained customer-facing systems to ensure operational continuity and prompt issue resolution.
-•
-Ensure customer records in the CRM are consistently accurate and current.
-•
-Assisted customers with service setups, upgrades, and troubleshooting, ensuring seamless adoption and optimal performance of digital solutions.
-IT Technical Support Specialist and Trainer
-Little Flower Convent School
-06/2014 - 01/2017
-•
-Conducted training sessions for staff on TechNext digital systems, ensuring smooth adoption of new technologies.
-•
-Provided technical support for school software, improving system usability and user satisfaction.
-•
-Improved understanding of computer systems for over 300 students, resulting in 95% exam pass rate improvement.
-HOBBIES
-Football
-Badminton
-Cycling
-Traveling & Hiking
 """

 MODEL = "deepseek/deepseek-r1:free"
 resume_text = """
+JAMES CHERIYAN
+Technical Support Specialist | IT Solutions | Customer Experience
+📞 +44 7442585688
+📧 [email protected]
+📍 Belfast, UK
+---
+🧾 PROFESSIONAL SUMMARY
+Dedicated technical support professional with a proven track record in troubleshooting and technical problem resolution across various platforms. Passionate about enhancing customer experience through effective communication and proactive problem-solving. Experienced in 24x7 environments, system monitoring, and cross-team collaboration. Skilled in identifying customer needs and implementing process improvements that build trust and satisfaction.
+---
+🛠️ TECHNICAL SKILLS
+- Technical Troubleshooting
+- System Monitoring
+- Problem Solving
+- Collaboration
+- Communication Skills
+- Attention to Detail
+- Process Optimization
+- 24x7 Environment
+- Adaptability
+- Telecoms Experience
+- Quick Learning
+- Networking Knowledge
+- Decision Making
+- Help Desk
+- Active Listening
+- User Feedback Analysis
+- CRM Proficiency
+- Knowledge Base Development
+- VoIP
+- Python
+- IT Systems Proficiency
+- SQL
+---
+🏆 STRENGTHS
+- Excels in software support via multiple channels
+- Strong cross-functional collaboration
+- Customer-focused problem solver
+- Effective communicator
+- Analytical thinker with a customer-centric mindset
+---
+💼 WORK EXPERIENCE
+**Technical Support Engineer**
+*Natterbox* — Belfast, UK
+📅 Jan 2025 – Present
+**Customer Contact & Experience Specialist**
+*NatWest Group via FirstSource* — Belfast, UK
+📅 Mar 2022 – Present
+- First point of contact for online banking issues via call and email
+- Documented frequent issues and solutions
+- Collaborated with IT to resolve tech issues
+- Assisted with digital banking service adoption
+- Monitored systems to ensure seamless operations
+- Suggested recurring problem process improvements
+- Maintained detailed logs for analysis
+**Customer Contact Associate - Technical Support**
+*Comcast Corp Xfinity via Nuance Communications* — Bangalore
+📅 Jul 2019 – Sep 2021
+- Provided tech support via chat, email, CRM
+- Diagnosed system failures in time-sensitive settings
+- Monitored networks and resolved bottlenecks
+- Supported digital services (internet, TV, VoIP)
+- Implemented process improvements
+- Maintained CRM records
+- Acted as liaison between tech teams and users
+**Customer Service Advisor - Technical Support**
+*AT&T U-verse via [24]7.ai* — Bangalore
+📅 Nov 2017 – Dec 2018
+- Managed live chat/email/CRM in 24x7 environment
+- Resolved issues for AT&T U-verse services
+- Ensured quality compliance and procedure adherence
+- Delivered tech support training to teams
+- Maintained accurate CRM records
+- Assisted customers with setups and upgrades
+**IT Technical Support Specialist and Trainer**
+*Little Flower Convent School*
+📅 Jun 2014 – Jan 2017
+- Trained staff on TechNext systems
+- Supported school software and improved usability
+- Helped over 300 students improve computer skills, increasing pass rates by 95%
+---
+🎓 EDUCATION
+**MSc Computer Science**
+Ulster University — Belfast, UK
+📅 Feb 2022 – Sep 2023
+**BCA – Bachelor’s in Computer Application**
+Kannur University — Kannur, India
+📅 Jun 2011 – Jun 2014
+---
+🎯 HOBBIES
+- Football
+- Badminton
+- Cycling
+- Traveling & Hiking
 """