Dipti Patel
Toronto,ON
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
7
7
years of professional experience
Work History
IT Support Specialist
Yorkville University
07.2022 - Current
- Provide level 1 and level 2 support within the IT department
- Assisted in development of system security protocols.
- Hands-on supporting all tools and collaboration capabilities in a Microsoft Office365 environment
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintain inventory for all the equipment within the organization.
- Co-ordinate with vendors for any issues related to their products.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers to ensure proper recording and closure of all issues
- Hands-on work for various cabling or installation purposes within the office, which sometimes require climbing a ladder and using basic tools
- Developed and implemented preventive maintenance procedures.
- Familiar with patch management and asset inventory technologies and methodology
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Generated reports to track performance and analyze trends.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tested new software and hardware prior to deployment.
Administrator
Wipro Technologies
10.2019 - 08.2020
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Responsible for incident management, change management and escalation process flow for desktop environment, including telephony (including Contact Centre Technology) and servers/network systems within support process guidelines
- Maintained accurate documentation of company policies and procedures for easy reference by all employees.
- Managed client expectations and provided a high level of customer service in daily client interactions
- Responsible for the implementation of desktops, PC platforms, printers, cisco devices and other core technologies essential to the bank's core infrastructure and businesses
- Generated reports detailing findings and recommendations.
- Used common operating procedures and process guidelines to ensure adherence to Jones Lang Lasalle's IT policies
- Performed activity reporting against system status (daily), activity record completion, project status and severity one advisories
- Managed personal workload and prioritized tasks
- Participated with other team members in establishing team performance objectives and promoting the concepts of team building
- Takes leadership role for all related implementation and refresh activities for specific sites – coordinating both internal and external partners
- Install, configure, and upgrade operating systems and software, using standard business and administrative packages
- Expertise in resolving various hardware issues like RAM, HDD failure, etc.
- Reported hardware issues (if required replacement of the hardware) to specific vendors if machine falls under warranty
- Oversaw maintenance of office equipment, minimizing downtime due to malfunctions or repairs.
- Coordinated with IT department to upgrade software, ensuring all systems were up-to-date and running efficiently.
- Managed Active directory to record and maintain secured user and system data, managed those data for PAN INDIA location
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Client Name and office location: JLL, Jones Lang Lasalle, Mumbai, INDIA
Technical Support Engineer
Network Techlab(I) Pvt. Ltd.
06.2018 - 10.2019
- Ensure all incidents are properly logged, triaged, routed, escalated, and closed in accordance with pre-determined service levels and incident management processes
- Install, assemble, and configure computers, monitors, network infrastructure and peripherals such as printers, scanners, POS, and related hardware
- Act as point of contact for desktop and laptop support and troubleshooting for the client company
- Perform complex problem determination and resolution identifying hardware and external software
- Provide responsive, timely support to all escalated end-user questions and support requests from Field Service Technicians, within assigned region
- On occasion, if requested on short notice to travel to customers' sites within assigned region to resolve desktop issues
- Ensure that client's technology requirements and physical set-up and configuration of desktop hardware, software and local and network printers are accurately determined, documented, and satisfied
- Assisted clients with general support for hardware, peripherals, network connections, and external software
- Providing support to users for software troubleshooting via TeamViewer
- Managed over900 users for PAN INDIA locations
- Managed users of a crucial client named JLL placed over remote locations like Pune, Hyderabad, Bangalore, Chennai, etc
- Managed inventory of various IT assets of over900 users
- Onboarded and trained all incoming junior tech support specialists
- Experience of using SAP to raise the ticket
- Conducted meeting with company's' Founder on weekly basis to discuss frequent client issues, suggestions on customer satisfaction, etc
- Meeting with client's IT head to discuss their requirements, upgradation required in any devices, etc
- Gained basic knowledge of server operating system, various AV devices
Education
Graduate Certificate - Wireless Information Networking
Fleming College
Peterborough, ON04.2022
Bachelors - Electronics and Telecommunication Engineering
K. J. Somaiya College of Engineering
Mumbai, India05.2017
Skills
- Self-managed, self-starter
- Take initiative to resolve problems
- Strong analytical and technical disposition
- Strong customer service attitude and interpersonal skills
- Detail oriented with strong organizational skills
- Punctual and time management
- Hands-on experience on Office365, intune autopilot, Azure Ad, Active directory
- Ability, willingness, and available to work rotating shifts to support client company users with24/7 service
- Technical troubleshooting
- Technical support
- Microsoft outlook
- Software installation
Accomplishments
- Solved99% of tickets assigned, without needing to escalate to manager.
- Received appreciation from high positioned manager from most of the time when resolved their issue.
- Completed SOE installation (Operating system provided by client with modification in windows) project for around900 users working over various locations of India.
- Directly recruited by Client's IT head (JLL Inc.) while working with network techlab.
Languages
English
Professional Working
Hindi
Native or Bilingual
Timeline
IT Support Specialist
Yorkville University
07.2022 - Current
Administrator
Wipro Technologies
10.2019 - 08.2020
Technical Support Engineer
Network Techlab(I) Pvt. Ltd.
06.2018 - 10.2019
Graduate Certificate - Wireless Information Networking
Fleming College
Bachelors - Electronics and Telecommunication Engineering
K. J. Somaiya College of Engineering
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