Divyesh Patel
Mississauga,Ontario
Summary
Professional with strong background in IT support, equipped to handle complex technical issues and deliver effective solutions. Demonstrated ability to collaborate within teams, adapt to changing requirements, and consistently achieve desired outcomes. Expertise includes troubleshooting, system administration, and customer service, paired with reliable and flexible approach to evolving challenges.
Overview
8
8
years of professional experience
Work History
Service Desk Technician - Level 1
CGI Inc.
Ottawa, ON
08.2022 - Current
- Resolved 200+ technical incidents monthly with 95% first-call resolution rate through systematic troubleshooting and root cause analysis
- Documented all troubleshooting steps and resolutions in ServiceNow ITSM, ensuring complete audit trail and knowledge management for 50+ team members
- Diagnosed and resolved hardware/software issues across Windows OS, Active Directory, MS Office Suite, printers, and mobile devices for 100+ end users
- Escalated and assigned non-resolved incidents to appropriate support teams with detailed technical documentation, improving average resolution time by 20%
- Monitored and tracked incident status from creation to closure, ensuring SLA compliance and timely customer communication
- Maintained current knowledge of system updates, patches, and security protocols, attending monthly technical training sessions
Customer Service Associate
Walmart
Cambridge, ON
06.2021 - 07.2022
- Delivered technical support to 300+ customers monthly across diverse product range, achieving 92% customer satisfaction rating
- Implemented 4 customer service process improvements that reduced average resolution time from 4 hours to 2.5 hours
- Analyzed customer feedback from 500+ interactions and identified pain points, leading to 8 process enhancements
- Maintained detailed records of all customer interactions and resolutions, contributing to comprehensive customer service analytics
- Collaborated with operations team to address systemic issues and improve service delivery protocols
Jr. Software Developer
NatRIX Software Private Limited
Surat, GJ
06.2018 - 08.2020
- Developed responsive web applications using HTML5, CSS3, JavaScript, and jQuery for 15+ enterprise clients, achieving 98% client satisfaction
- Converted design mockups into fully functional WordPress/HubSpot web presence with 30% improved page load time
- Developed back-end functionality using PHP, maintaining data consistency across 20+ active projects
- Gathered client requirements and resolved 50+ technical tickets monthly with cross-functional collaboration
Education
Computer Programming
Conestoga College
Waterloo, ON, Canada04-2022
Bachelor of Science - Information Technology
Veer Narmad South Gujarat University
Surat, GJ, India05-2018
Skills
- JavaScript
- HTML5
- CSS3
- SQL
- ServiceNow
- Active Directory
- ITSM
- Windows OS
- Mac OS
- VPN
- AVAYA
- Citrix Workspace
- Bomgar
- Incident Management
- Selenium Testing
- Network Systems
- IT Support
- Problem-Solving
- Customer Service
- Teamwork
- Ticketing system
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Timeline
Service Desk Technician - Level 1
CGI Inc.
08.2022 - Current
Customer Service Associate
Walmart
06.2021 - 07.2022
Jr. Software Developer
NatRIX Software Private Limited
06.2018 - 08.2020
Computer Programming
Conestoga College
Bachelor of Science - Information Technology
Veer Narmad South Gujarat University