Summary
Overview
Work History
Education
Skills
Certification
Additionalinformation
Projects
Languages
Websites
References
Work Availability
Work Preference
Timeline
Generic

Ghanshyam Patel

Toronto,ON

Summary

Highly skilled Technical Support Representative with 7+ years of experience in network administration, IT support, and customer service. Proven expertise in troubleshooting, software support, and systems management. Strong ability to adapt and resolve complex technical issues. Currently pursuing CompTIA A+ certification to enhance technical expertise. Eager to contribute to organizational success.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Technical Support Representative

Nordia Inc., (BellMTS)
05.2022 - Current
  • Diagnose and execute technical troubleshooting related to BellMTS services, such as Internet, Fibe TV, Homephone
  • Guide customers through step-by-step troubleshooting processes to resolve technical issues using tools like Edge for performing actions remotely or guided self-serve options
  • Communicate with customers experiencing difficulties to determine and document problems in Siebel
  • Emulate or reproduce technical problems encountered by users & create and manage repair tickets using GenVIEW to ensure timely resolution of technical issues
  • Provide advice and training to users in response to identified difficulties
  • Take pride in ensuring that customer needs and expectations are satisfied
  • Offer expert information or advice to customers on client's products, services, and offerings
  • Continuously improve product know-how
  • Reinforce customer satisfaction and ensure loyalty by offering professional and courteous service that meets the customer's needs and high standards of satisfaction
  • Evaluate calls to assess and enhance agent performance and overall company effectiveness.

Network Administrator

Victory Automation
09.2018 - 08.2020
  • Analyze network information to determine, recommend plan network troubleshooting to maximize network uptime
  • Demonstrate high-level vendor management skills
  • Provide technical leadership in all aspects of efficient network design troubleshooting to maximize network uptime
  • Document all changes to network configuration procedures
  • Maintain availability of the WAN/LAN using various monitoring tools
  • Work with appropriate carrier/vendor when required
  • Develop project plans business case for all major enterprise network projects
  • Lead client network design and implementation planning to yield efficient, effective, supportive individual client network designs appropriate for the client business in a cost-effective manner and fitting seamlessly into the overall network architecture topology.

Software Support Representative

eZee Technosys Pvt. Ltd.
09.2016 - 08.2018
  • Provided technical support to customers, addressing product and service inquiries through live chat, email, phone, and remote software tools
  • Resolved product and service issues by accurately diagnosing customer complaints, identifying the root cause, and implementing effective solutions, ensuring timely follow-up for resolution
  • Prioritized customer needs, delivering exceptional support with strong verbal and written communication skills
  • Troubleshot software issues, escalating complex cases to specialized teams when necessary to ensure swift resolution
  • Maintained accurate and detailed records of customer interactions and solutions provided, contributing to efficient case management
  • Conducted remote training sessions for clients, enhancing their understanding and use of the software
  • Actively participated in ongoing training, team meetings, and discussions to support continuous improvement and business growth.

Education

Post Graduate Certificate - Project Management

Canadore College
Canada
04.2022

Post Graduate Certificate - Information Technology

Algoma University
Canada
04.2021

Master of Science - Information Technology

William Carey University
India
04.2018

Bachelor of Science - Information Technology

William Carey University
India
04.2016

Skills

  • Industrial Knowledge: Network Services, IT Hardware Support, Software Troubleshooting, Systems Management
  • Technical Skills: CompTIA, Office 365, Troubleshooting, Help Desk Support, Agile Methodologies, SDLC, Jira
  • Interpersonal Skills: Adaptation, Problem Solving, Multitasking, Leadership, Customer Service, Teamwork
  • Additional Skills: Project Management, CRM, Negotiation, Customer-focused Service, Communication
  • Software Proficiency: Windows, SAP, AutoCAD, SolidWorks, Citrix, VPN, Avaya, CTI, GenVIEW, Siebel, Triad, Edge, TLC, CloudID, IEX, Agent Suite
  • Organizational Skills: Time Management, Attention to Detail, Adaptability, Punctuality & reliability
  • Software Installation
  • User Support
  • Customer Service
  • Hardware diagnostics
  • Systems Analysis
  • Application support
  • Technical Support
  • Account Management
  • Windows XP/Vista
  • Data Recovery
  • Application installations
  • Account updating
  • Call Center Operations
  • Issue Troubleshooting
  • Complaint resolution
  • Technical Troubleshooting
  • Remote Support
  • System Administration
  • Product Troubleshooting
  • Hardware upgrades
  • Appointment Scheduling
  • LAN/WAN
  • Operating systems
  • Microsoft Outlook
  • MS Office proficiency
  • Antivirus Software
  • Linux Programming and Administration

Certification

  • Happiness and Success in Sales - LinkedIn
  • How to Sell on Value, Not in Price - LinkedIn
  • The Bits and Bytes of Computer Networking - Google
  • Technical Support Fundamentals - Google
  • Security Guard/Armed Security Guard - Ontario Government

Additionalinformation

References available upon request., Valid G license with car., Ready to obtain any other license if employer requires., Willing to relocate if required.

Projects

Network Optimization Project at Victory Automation: Improved network uptime by 15% through strategic infrastructure enhancements Customer Support Improvement Initiative at eZee Technosys: Reduced response times by 20%, leading to higher client satisfaction

Languages

English
Full Professional
Gujarati
Native/ Bilingual
Hindi
Full Professional

References

References available upon request.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimePart TimeContract WorkInternship

Work Location

On-SiteRemoteHybrid

Important To Me

Work-life balanceCareer advancementCompany CulturePersonal development programsTeam Building / Company Retreats

Timeline

Technical Support Representative

Nordia Inc., (BellMTS)
05.2022 - Current

Network Administrator

Victory Automation
09.2018 - 08.2020

Software Support Representative

eZee Technosys Pvt. Ltd.
09.2016 - 08.2018

Post Graduate Certificate - Project Management

Canadore College

Post Graduate Certificate - Information Technology

Algoma University

Master of Science - Information Technology

William Carey University

Bachelor of Science - Information Technology

William Carey University
Ghanshyam Patel