Hemangi Patel
London,ON
Summary
Dynamic Healthcare IT and Technical Support Specialist with a proven track record of delivering exceptional remote IT support across diverse sectors, including healthcare, finance, and enterprise environments. Expertise in diagnosing and resolving hardware, software, and network issues while providing critical support for pharmacy and patient management applications. Committed to enhancing operational efficiency and user satisfaction through innovative problem-solving and exceptional service delivery.
Overview
8
8
years of professional experience
Work History
Technical Support Analyst
Amjay Software Solutions
01.2024 - Current
- Provided remote IT support to end users across Canada and the U.S. via Marval ticketing, phone, and chat, resolving incidents within SLA targets.
- Delivered end-user support: password resets, email configuration, printer setup, and troubleshooting Windows 10/11, macOS, and mobile devices (iOS/Android).
- Administered Active Directory and Microsoft 365: user provisioning, Group Policies, permissions, Exchange, Teams, and SharePoint support.
- Managed network operations: LAN/WAN, DNS/DHCP, VPNs, switches, routers, and firewalls.
- Supported hardware and peripherals, including laptops, printers, and AV/meeting room systems.
- Maintained SQL databases and cPanel hosting environments (domains, SSL, email configuration).
- Supported pharmacy applications (Kroll, Fillware, PharmaClick Rx, WinRx, POS) and implemented API integrations.
- Created and maintained ITIL-based documentation, knowledge base articles, and solution guides.
- Escalated critical issues to senior engineers, ensuring minimal downtime and strong client satisfaction.
- Monitored system performance and applied updates, patches, and antivirus solutions to maintain secure environments.
- Assisted with software deployments and upgrades, ensuring compatibility across Windows, macOS, and mobile platforms.
- Trained end users on software tools, security best practices, and workflow optimizations to reduce repeat tickets.
- Collaborated with cross-functional teams to identify recurring issues and propose process improvements.
Technical Support Analyst
Silver Fox Pharmacy
04.2018 - 12.2023
- Provided multi-channel IT support for software, hardware, and LAN/WAN issues.
- Administered Windows Server 2016 AD/DNS/DHCP, group policies, and account management.
- Configured Cisco switches and VoIP systems (CUCM 10.5, Jabber) for reliable network and communication services.
- Supported EMR application Kroll, collaborating with vendors for complex issue resolution.
- Followed ITIL change management processes, prioritizing minimal service disruption.
IT Operations Analyst
TD Bank
07.2017 - 03.2018
- Supported Windows 7/10, Microsoft Office, corporate apps, hardware, mobile devices, and network infrastructure.
- Managed Windows Server 2012 user accounts: activation/deactivation, access setup, unlocks, and password resets.
- Provided remote access support via NetScaler/Citrix with RSA SecurID tokens.
- Configured corporate email on Android and iOS devices using AirWatch MDM.
- Maintained Cisco VoIP systems: IP phones, Extension Mobility, and voicemail.
- Logged and resolved incidents in ServiceNow, escalating within SLA as needed.
- Achieved 90%+ First Call Resolution, reducing escalations and improving user satisfaction.
Education
Post-Graduate Certificate - Network & Security Architecture
Fanshawe College
London, ONBachelor of Engineering - Electronics & Communication
AIT, India
CCNA – Routing & Switching
Skills
- Operating systems expertise: Windows 10/11, Linux, macOS, Windows Server 2012/2016
- Skilled in network security management
- Database management: SQL, cPanel
- Skilled in using MS Office 365, Wireshark, PuTTY, and MS Visio
- Proficient in Kroll, Fillware, WinRx, and Propel pharmacy systems
- ITIL-based incident management
- Remote IT support services
- Network systems administration
Timeline
Technical Support Analyst
Amjay Software Solutions
01.2024 - Current
Technical Support Analyst
Silver Fox Pharmacy
04.2018 - 12.2023
IT Operations Analyst
TD Bank
07.2017 - 03.2018
Post-Graduate Certificate - Network & Security Architecture
Fanshawe College
Bachelor of Engineering - Electronics & Communication
AIT, India
CCNA – Routing & Switching
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