Kanu Raj Singh

Curriculum Vitae Kanuraj Singh Skype: kanu.hooklogic E-mail:-Linkedin: https://www.linkedin.com/in/kanu-raj-singh-/ Behance: https://www.behance.net/kanurajsingh Youtube: https://www.youtube.com/playlist?list=PLaXJftbdTv89uLyqnuxUa6dCM8X6vshqy Highlights: 1. 10+ years of full time experience in IT and media production out of which 4 years as Customer support executive 2 years as Audio/Video editor 2 years as UI designer/developer 3 years as QA tester 2. Strong expertise in Web and SAAS applications. 3. Knowledge of full software development lifecycle (SDLC) including software designing, developing and testing. 4. Strong expertise in Audio/Video editing skills like micro animations, speed variation, trim, split, join, zoom, blur, color grading, AV transitions etc. 5. Excellent support and troubleshooting skills (in windows and web applications) with customers via live chat, email and voice support. 6. Well versed with tools like Salesforce, Zen Desk, JIRA, Test rail, VPN, Intercom, Skype, Slack, Teams, Discord, Adobe XD, DaVinci Resolve, Time tracker apps, cloud storage apps. Skills: UIHTML5, CSS3, ASP.NET (v3.5 and v4.0), Responsive design, Prototyping, Typography EditingMicro animations on logos/captions, speed variation, trim, split, join, zoom, blur, color grading, AV transitions QA TestingTest case design, execution and bug Tracking. UI, Functionality, Database, Regression & Compatibility Testing CodingC#.NET ToolsVisual studio .NET, Adobe XD, DaVinci Resolve, VPN, JIRA, Salesforce, Zen Desk, Live Agent, Test rail, Skype, Slack, Intercom, GTM, Teams Education: B.E. (Electronics & Communication) U.I.E.T., PANJAB UNIVERSITY, CHANDIGARH Work Experience Details: Jan 2023 to present – Contractor at 5ca https://www.5ca.com/ Role: Player support agent (remote) As a player support agent, worked on games for an AAA game development studio. Used Salesforce as CRM tool to handle email and live chat tickets from players. Handled queries and issues like recovery of lost accounts, cross-platform account linking, store purchases and refund requests, technical issues (like in-game performance/crash/glitches/bugs) and more while providing quick and timely updates and resolutions to players. Achieved monthly targets both on QAs (average score ~90%) and KPIs (AHT of <9 minutes in emails) consistently thanks to my stronghold over project KB. Sep 2021 to June 2022 – Contractor at 5ca https://www.5ca.com/ Role: Player support agent (remote) As a player support agent, worked on S2B betting sites (rabona, sportaza, nomini, wazamba, zetcasino and more) using Zen desk and live agent as CRM tools to handle email and live chat tickets from players. Handles queries and issues related to bonuses, withdrawals, deposits, account details, gaming activity levels and more related to casino and sports betting. Worked on quality escalations with casino/sports managers and HR/finance team on slack and deescalating updates on admin panel while providing quick and timely updates to players (less than 3 minute gap in each chat message). One of the top performers in team of 10 with average score 4.1/5 (team average 3.7/5) Scored high both on QAs and KPIs thanks to my stronghold over project KB. Jan 2019 to Aug 2021 – BIRGI VEERZ STUDIO http://www.pavneetbirgi.com/ Role: Audio/Video editor and UI Designer (hybrid) As an AV editor, hands on experience in Editing 100+ videos of different types (gaming, corporate ads, travel, and lifestyle) for corporate and individual clients. Editing of 2 to 4 hours of raw recording into 20 to 25 minutes of refined video with 99% client satisfaction rate and positive feedback. Creative use of micro animation on logos/captions, editing effects (speed variation, trim/split/join/zoom/pause/blur etc.) and audio video transitions to create engaging interactive clips for end users. Maintaining archives of submitted projects. AV editing tools like DaVinci Resolve and Adobe premiere pro along with Adobe XD for designing and prototyping UI elements. As a UI designer, hands on experience in Making designs and layouts of web and mobile apps while following the industry design standards and maintaining design systems. Conducting User testing and Usability testing to deduce the scope of apps usage, features and included changes accordingly. Performing A/B testing to finalize best version of apps post design completion. Solid expertise in Adobe Creative Cloud tools (primarily Adobe XD) to create responsive designs, low fidelity wireframes to high fidelity prototypes of web and mobile apps. Apr 2018 to Aug 2018 – Contractor at Crossover https://www.crossover.com/ Role: Customer support engineer (remote) As a support executive, worked on Zen desk to handle tickets comprising of queries and issues faced by crossover candidates (in their application process) and contractors (in their contracts). Took appropriate actions like creating JIRA tickets (with detailed description of bugs and issues) AND escalating tickets beyond L1 scope to higher level agents and appropriate teams like L2s, HRs, Finance to resolve them as soon as possible while keeping in touch with customers about status of their tickets till a resolution is provided to their satisfaction with an aim to get a good feedback. Also worked on an e-commerce web app symphony to handle customer’s queries regarding orders, payments, account details and miscellaneous issues Jun 2016 to Feb 2018 – Contractor at Crossover Role: QA Tester (remote) Worked as QA tester on various web based applications for Aurea and its clients. Did extensive regression and functional testing of test cases covering various features of applications. Extensively used Test rail tool for test case writing, editing and testing for all the applications. Used JIRA as bug tracking tool to report and monitor issues/errors in failed test cases for all applications and follow up with each product's respective manager on the bug tickets till they are resolved. Application worked on extensively includes Insights subscription portal, Artemis7, ACRM web, EPM Live Sep 2015 to Feb 2016 – Contractor at Crossover Role: Operations and customer support executive (remote) As an operations executive, worked on dry run of crossover pipelines along with documenting the test cases and findings for each pipeline to make sure the application process for each pipeline on crossover is bug free and there are no blockage issues for candidates. As a support executive, worked on Zen desk to handle tickets comprising of queries and issues faced by crossover candidates (in their application process) and contractors (in their contracts). Took appropriate actions like creating JIRA tickets (with detailed description of bugs and issues) AND escalating tickets beyond L1 scope to higher level agents and appropriate teams like L2s, HRs, Finance to resolve them as soon as possible while keeping in touch with customers about status of their tickets till a resolution is provided to their satisfaction with an aim to get a good feedback. May 2014 to Sep 2014 – Infosys BPO ltd. https://www.infosys.com/ Project name: Tesco Project members: 8 Project URL: www.tesco.com Role: Senior process support executive Tesco is the 2nd largest retailer in the world in terms of profits as well as revenues. It has an online business chain operated through its 5 main web applications namely grocery, wine, juvo, BOA and DS each dedicated to handle specific business part. Registered users can order products through its web applications like grocery and wine and these orders placed by users are handled by customer care through back end applications like BOA, juvo. There is a Delivery Saver application also which allows registered users to subscribe different plans saving on delivery charges of their products. Support Environment: There are 5 basic environments on which all Tesco web applications run and require support. These are: DEV: Used for application development. Also called as DBT (Development Build Environment). TIE/INT: Used for integrated testing OPS: Used for deploying application just before live environment. Also called as PPE (pre-production environment) Staging/Live: The final environment where application runs live. Mar 2010 to Mar 2014 – Contractor at Superb Web Innovators (remote) https://www.superbwebinnovators.com/ Project name: AutoHook Project members: 4 Project URL: https://ui.driveautohook.com/UI/ Role: QA Tester HookLogic, the global leader in performance marketing for brands, partners with the world’s leading retailers and online travel agencies to accelerate sales for product brands and hotels. Advertisers receive unprecedented access to in-market shoppers and resulting sales attribution. Network partners and advertisers including Walmart, Target, Expedia, Priceline, Hasbro, Intel, L’Oreal and Microsoft use HookLogic to monetize site traffic and increase sales. Backed by Bain Capital Ventures and Intel Capital. In AutoHook, I worked on UI design & development of both Admin and Client Sections for Accounts, Dealers, Placements, and Users. Development Environment: UI Logic– ASP.NET 3.5, HTML, CSS, Java Script, JQuery, Web services Business Logic–C#.NET Database Logic– SQL Server 2008 Tools – Visual studio .Net 2010, HG workbench, VPN, JIRA Project name: TravelAds Project members: 5 Project URL: N/A Role: QA Tester TravelAds is a bid for placement advertising dynamic web application developed for a reputed US organization EXPEDIA INC. This application gives its clients access to advertise on one of Expedia’s highest transaction generating sites like expedia.com and hotels.com. This application provides both client and admin panels. Client panel allows its clients to register, login, advertise dynamically and submit and manage bids for their ads. Admin panel allows authenticated admin users to view and manage profiles of clients and their advertising requests and bids to advertise on Expedia’s sites and approve or reject them subject to different criteria like availability, bidding price etc. Development Environment: UI Logic– ASP.NET, HTML, CSS, Java Script Business Logic–C#.NET Database Logic– SQL Server 2008 Tools – Visual studio .Net 2010, HG workbench, VPN, JIRA, Manual Testing Project name: TravelAds FAQ admin Project members: 5 Project URL: N/A (project merged into TravelAds) Role: QA Tester TravelHook FAQ Admin is a web application that allows an admin user to create/Edit/Delete FAQ Topics and Question answers related to those topics. User can log into application by entering Username and password in the login screen. These topics and question answers are displayed in FAQ (Frequently asked questions) section in a separate website hosted by TravelHook for its clients. Development Environment: UI Logic– ASP.NET, HTML, CSS, Java Script Business Logic–C#.NET Database Logic– SQL Server 2008 Tools – Visual studio .Net 2008, Source Safe Vault Client 3.5, VPN, JIRA, Manual testing Project name: No Fee Mortgages and Loans Project members: 5 Project URL: www.nofeemortgagesandloans.com Role: UI Designer/Developer No Fee mortgages and Loans is a real estate company. This application provides both client and admin panels. Client panel allows users to view information about the company and also allow them to submit their mortgage assessment applications online and post any related queries. Client panel also allows various company-agents to login and download certain forms and view protected part of the application. Admin panel allows authenticated admin users to view and perform necessary steps on applications and queries submitted from clients. Admin can upload any number of forms that can be downloaded by company-agents in client-panel. Admin can create logins for its agents and can also view a log of activity done by its agents after login. Development Environment: UI Logic– ASP.NET, HTML, CSS, Java Script Business Logic–C#.NET Database Logic– SQL Server 2005 Tools – Visual studio .Net 2005, MS Source safe 6.0, Manual Testing Project name: Sunstrike Project members: 5 Project URL: http://www.sunstrike.com Role: UI Designer/Developer Sunstrike is an international corporate company dealing in sales of mobiles. This application provides both client and admin panels. Client panel allows any users to view products of different companies. The products displayed on client panel are controlled from the Admin panel. Admin panel allows only authenticated admin user to add, edit and delete products from the Admin panel. Development Environment: UI Logic– ASP.NET, HTML, CSS, Java Script Business Logic–C#.NET Database Logic– MS Access Tools – Visual studio .Net 2005, MS Source safe 6.0 Project name: Argos Global consulting Project members: 5 Project URL: www.argosglobalconsulting.com Role: UI Designer/Developer Argos Global Consulting is a worldwide immigration agency. This application provides both client and admin panels. Client panel allows any users to view information about the company and also allow them to submit their immigration assessment applications online and post any related queries. Admin panel allows authenticated admin users to view and perform necessary steps on applications and queries submitted from clients. It is a role based panel which maintains the entire communication log between different administrators of the site. Development Environment: UI Logic– ASP.NET, HTML, CSS, Java Script Business Logic–C#.NET Database Logic– SQL Server 2005 Tools – Visual studio .Net 2005, MS Source safe 6.0