Jeet Patel
IT Service Desk Analyst
Scarborough,ON
Summary
Detail-oriented Service Desk Analyst with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
4
4
years of professional experience
3
3
Certifications
1
1
Language
Work History
IT Service Desk Analyst
RBC
10.2020 - Current
- Technical understanding of Microsoft Windows technologies, Microsoft Office products, the internet, Remote Access, mobile device platforms (Blackberry, IOS, and Android), printers, IP telephony, and technical ticketing platforms
- Demonstrate thorough effective listening to identify customer technical needs, provide technical assistance and appropriate solutions through the effective use of Knowledge Base and escalation procedures; ensure client’s queries and concerns are resolved in a prompt, helpful and professional manner
- Ensures customer satisfaction by responding to and troubleshooting customer technical concerns by being a single-point-contact; ensures timely escalation of customer problems, following up with escalation partners and providing status updates to customer as appropriate
- Demonstrate commitment to first call resolution by taking ownership and accountability of reported incidents as first point of contact
- Ability to troubleshoot technical issues dealing with computer hardware, software, mobile devices, remote access, printers, and telephony while ensuring proper documentation for each issue and resolutions via Service Desk ticketing tools for tracking, escalations, Call Back Purposes
- Identify and evaluate any major operational problems, recommendations for solution, analytical thinking and participation in reviewing Knowledge base by submitting change request to ensure integrity of processes
- Demonstrate effective call handling by achieving talk time goals, other not ready modes, post call processing, monitoring/readiness for incoming calls, first call resolution, customer satisfaction, and prompt/detailed documentation
- Ability of multitasking – technical troubleshooting, documentation via ticketing tool, sharing important information with peers when Larger issues are detected, and monitoring open incidents and ongoing major technical issues.
Roadside assistance agent
Agero, Inc.
05.2021 - 10.2021
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Demonstrated mastery of customer service call script within specified timeframes
- Efficiently helped secure customer’s roadside assistance
- Calmed customers who were in emergency and dangerous situations, as well as locating customer’s who are were stranded and needed help finding where they were
- Followed current dispatch procedures to help ensure timely delivery of customer’s roadside assistance
- Communicated with emergency personnel and 911 when customers were in an emergency.
Education
High School Diploma -
Cambrian College of Applied Arts And Technology
Greater Sudbury, ON 05.2001 -
Skills
An Organized, and Detail Oriented Network Technician Graduate having rich experience in dealing with technical issues
Knowledge skills: HTML, CSS, NET
Networking Knowledge: TCP/IP Protocol, LAN/WAN, DNS, OSPF, RIPv2, EIGRP, DHCP, BGP, MPLS, WLAN
Delivers quality results while working collaboratively with team members in the high-paced, high-pressure technological environment
Average Typing Speed is 38 wpm
Incident Management, Asset Management, Escalation management,Network Troubleshooting, Service Level Agreements, ITIL Knowledge
Certification
ITIL 4 Foundation with Take 2 - Simplilearn, 60618678
Timeline
Roadside assistance agent
Agero, Inc.
05.2021 - 10.2021
IT Service Desk Analyst
RBC
10.2020 - Current
High School Diploma -
Cambrian College of Applied Arts And Technology
05.2001 -