Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Work Availability
Quote
Timeline
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Diptesh Patel

Woodbridge

Summary

Highly skilled and experienced IT professional with comprehensive knowledge in desktop support, networking, and cloud computing. Proven ability to troubleshoot complex issues and implement solutions that enhance overall system performance. Demonstrated expertise in software troubleshooting, cloud-based solutions, and customer support. Strong communication and interpersonal skills with the ability to build relationships at all levels of an organization.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Service Resolution Analyst

CIBC
05.2022 - Current
  • Provided training and support to end-users on new technologies, applications, and systems, ensuring smooth adoption and utilization.
  • Assessed emerging technologies and industry trends to recommend innovative solutions for improving IT infrastructure and operations.
  • Monitored and analyzed system performance, identifying trends and proactively addressing any bottlenecks or inefficiencies.
  • Collaborated with cross-functional teams to gather and document user requirements, and translated them into technical specifications for system enhancements and upgrades.
  • Provided technical support and resolved end-user IT problems, ensuring minimal downtime and interruption to business operations.

ExperienceIncident Response Analyst

CIBC
12.2020 - 05.2022
  • Maintained and supported CIBC's technical infrastructure
  • Escalated technology issues to the appropriate application support and technology infrastructure groups
  • Prioritized and managed multiple requests, service calls, and activities, typically working under pressure
  • Ensured internal and external audit and regulatory compliance in the areas of security, control, and standards
  • Expanded use of current systems and adopted new functionality in new program areas, including Azure and Office 365
  • Experienced with Vulnerability Management, Risk Management, Compliance Operations using Azure Security Center
  • Managed risk using Bit 9 Protection and monitored vulnerabilities using Citrix Director
  • Logged and managed tickets using ServiceNow ITSM

Desktop Support Analyst

Rda Insurance Agency
03.2020 - 12.2020
  • Provided on-site and remote technical support to users.
  • Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
  • Directly supported in-house service ticket software for non-emergency user-related issues.
  • Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and peripheral equipment.
  • Installed new hardware and software, patched systems and configured settings.
  • Installed and maintained Windows and desktop software, service packs, patches and anti-virus updates for clients.

Technical Support Analyst

IBM
09.2017 - 10.2019
  • Resolved issues with systems, hardware and telephones quickly and accurately.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Performed quality assurance and quality control assessments of support ticket fulfillment.
  • Offered remote support for cloud-based and web-based clients via phone, email and chat.
  • Monitored systems in operation and quickly troubleshot errors.
  • Reduced response time for Tier 2 support tickets.

Education

Computer Networking and Technical Support

Seneca College
Toronto, ON

Bachelor of Science -

Gujarat Technological University
Ahmedabad

Skills

  • Technical Troubleshooting & Support
  • Active Directory & SQL Queries
  • Microsoft Azure & Office 365
  • Network Configuration & Maintenance
  • User Training & Support
  • Vulnerability & Risk Management
  • ServiceNow ITSM
  • Hardware Configurations
  • Windows Server Roles (Active Directory, DC, DHCP, DNS)
  • Multi-Factor Authentication
  • Cloud Computing
  • Technology Support
  • Troubleshooting

Certification

AZ-900: Microsoft Azure Fundamentals - June 2021

Additional Information

Project

Cloud-Based Auction Website – April 2014
Developed a cloud-based auction website using PHP and Azure services. Managed deployment and maintenance of the website on Azure.


Volunteer Work

Seneca College, Toronto, ON
September 2015– September 2016


  • Organized a number of activities and guided freshmen students to help them understand the campus.
  • Assisted new students in adjusting to life at the Seneca College.


Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Timeline

Service Resolution Analyst

CIBC
05.2022 - Current

ExperienceIncident Response Analyst

CIBC
12.2020 - 05.2022

Desktop Support Analyst

Rda Insurance Agency
03.2020 - 12.2020

Technical Support Analyst

IBM
09.2017 - 10.2019

Computer Networking and Technical Support

Seneca College

Bachelor of Science -

Gujarat Technological University

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Diptesh Patel