DHARIN PATEL
Service Desk Analyst
Toronto,ON
Summary
Personable and knowledgeable Service Desk Analyst with experience assisting customers with various hardware and software-related issues. Excellent understanding of computer operating systems, servers, monitoring tools, mobile technology, smartphone, and networking.
Overview
2
2
years of professional experience
5
5
years of post-secondary education
Work History
SERVICE DESK ANALYST II
ONX ENTERPRISE SOLUTION
Toronto, ON
11.2021 - Current
- Serve as escalation for internal/external customer for incidents, requests, and inquiries for all Business Products
- Log and document detailed ticket activity until a resolution is complete and the ticket is closed with the customer
- Collaborate with other analysts to determine resolutions for customer incidents and requests
- Create knowledge base entries for solutions that may be repeatable so that others can leverage against future incidents/requests
- Make outbound calls to internal/external customers as part of the Incident
- Management lifecycle
- Monitor all alerts from alarming tools in order to log incidents and respond accordingly
- Working in Data Center as remote hands support
Education
Database Administration - Information Technology
CANADA COLLEGE
Montreal 09.2019 - 05.2021
BACHELORS - COMPUTER APPLICATION
PARUL UNIVERSITY
Gujarat, India 01.2015 - 05.2018
Skills
TECHNICAL SKILLSNetworking &SecurityCisco devices, RoutingSwitching, FirewallSwitching: Hands-on support experience inConfiguring VLANs and VTPSwitches Handled: Cisco 2960 and 3750 v2SeriesIP/ Subnet configuration with Static or DHCPAssigned IP Address DNS SetupNetwork Simulator; Cisco Packet TracerOther skills & Technology: Active Directory, MSWord, MS PowerPoint, MS Excel, WebexTeams, mRemoteNGOperating System: WindowsXP/Vista/8/10/11, Linux: Ubuntu, MACMobile OS ( Android and IOS)Ticketing system: Service NowMonitoring Tool: Logic MonitorVirtualization: VM Ware, Creating/ deletingSnapshotsDatacenter: Physically racking andDecommissioning servers, Giving remote
Remote Hands support
Timeline
SERVICE DESK ANALYST II
ONX ENTERPRISE SOLUTION
11.2021 - Current
Database Administration - Information Technology
CANADA COLLEGE
09.2019 - 05.2021
BACHELORS - COMPUTER APPLICATION
PARUL UNIVERSITY
01.2015 - 05.2018