Harsh Patel
IT Support Specialist
Summary
Motivated Technical Support Specialist/Fraud Analyst touting 2 years of expertise and resolving various issues for telecommunication indusdries and private sector companies. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Bringing top-notch oral, written and active listening communication skills. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
2
2
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
IT Support Specialist/Fraud Analyst
Blue Ocean Contact Center
Halifax, NS
07.2021 - 05.2022
- Offered new clients training to reduce frustration and improve clients satisfaction.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Updated software to safeguard against security flaws.
- Assisted clients in identifying issues and explained solutions to restore service and functionality.
- Provide exemplary level of customer service to clients and company personnel.
- Analyzed large amounts of data to find patterns od fraud and anomalies.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address client inquiries or technical issues.
Customer Support Specialist
The Sydney Call Center
Halifax, NS
10.2020 - 06.2021
- Evaluated client issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained and managed client files and databases.
- Maintained client satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Served client account and technical needs across 30+ daily calls, consistently meeting productivity and quality targets.
- Helped large volume of clients every day with positive attitude and focus on clients satisfaction.
- Processed clients adjustments to maintain financial accounts.
- Collected and analyzed customer information to prepare service reports.
Technical Support Specialist Tier 1/2
Nordia Inc.
Orillia, ON
08.2019 - 06.2020
- Resolved diverse range of technical issues across multiple systems and applications for clients and end-users across various time zones.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Used ticketing systems to manage and process support actions and requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-fi, cellular and Firewall Protection.
- Handled 20 plus calls per day to address clients inquiries and concerns.
- Worked flexible hours across night, weekend and holiday shifts.
Education
Associate of Applied Science - Computer Systems Technician - Networking
Georgian College of Applied Arts And Technology
Barrie, ON 09.2017 - 01.2020
Skills
Technical Support Knowledge
undefinedCertification
Computer Hardware and Networking
Timeline
IT Support Specialist/Fraud Analyst
Blue Ocean Contact Center
07.2021 - 05.2022
Customer Support Specialist
The Sydney Call Center
10.2020 - 06.2021
Technical Support Specialist Tier 1/2
Nordia Inc.
08.2019 - 06.2020
Associate of Applied Science - Computer Systems Technician - Networking
Georgian College of Applied Arts And Technology
09.2017 - 01.2020
Computer Hardware and Networking
06-2017
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