Summary
Overview
Work History
Education
Skills
Websites
Projects
Languages
Timeline
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JAY PATEL

Toronto,ON

Summary

Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.

Overview

2
2
years of professional experience

Work History

IT Technical Support Specialist

Accenture
06.2022 - Current
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular.
  • Monitored systems in operation and quickly troubleshot errors.
  • Used ticketing systems to manage and process support actions and requests.
  • Researched product and issue resolution tactics to address customer concerns.
  • Assisted with updating technical support best practices for use by team.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Documented support interactions for future reference.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Configured hardware and granted system permissions to new employees.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Named Employee of the Year for outstanding performance, including exceptional time management skills, team training, and customer service

Business Analyst

Stimulus Consultancy
08.2021 - 11.2021
  • Conducted business analysis for clients by identifying and documenting business processes, requirements, and objectives
  • Analyzed client needs and designed effective solutions, collaborating with cross-functional teams including developers, testers, and project managers
  • Prepared comprehensive project documentation, including project plans, business requirements documents, use cases, functional specifications, and test plans
  • Participated in project planning, execution, and monitoring, ensuring timely delivery of high-quality deliverables
  • Communicated effectively with clients and team members, providing regular updates on project progress, risks, and issues.
  • Interacted with internal customers to understand business needs and translate into requirements and project scope.
  • Performed gap analysis to identify areas of improvement.
  • Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
  • Generated business intelligence reports to inform strategic decision-making.
  • Surveyed clients to ascertain requirements and expectations for product.
  • Drafted reports on company financial metrics to assess successes and account for deficiencies.
  • Collaborated with stakeholders to define project objectives and criteria.

Education

Post-Graduation Diploma - Business Information Technology

Seneca College of Applied Arts and Technology
North York, ON
08.2023

Bachelor of Science - Electrical and Computer Engineering

Gujarat Technological University
Gujarat, India
06.2021

Skills

  • Technical Support
  • Hardware Diagnostics
  • User Support
  • Desktop Support
  • Application Support
  • Performance Testing
  • Service Support
  • Customer Service
  • Software Installation
  • Information Protection
  • User Credential Management

Websites

Projects

Bun King Bakery, Developed the admin panel for Bun King Bakery, which initially lacked an admin panel for their website., Collaborated in creating the front-end interface of the admin panel, ensuring a user-friendly and intuitive experience., Implemented robust database connectivity using PHP, facilitating seamless interaction between the admin panel and the database., Designed and established an efficient database architecture by creating distinct tables to organize user input data effectively., Implemented a scheduling feature for future orders, enabling users to schedule orders for specific dates and times., Incorporated essential features into the admin panel, including the ability to change and modify product details such as products, prices, images, descriptions, and offers., Implemented an order management system, allowing admins to view and track current, fulfilled, and future orders., Implemented a notification system for admins, sending alerts before the due date and time of future orders to ensure timely fulfillment., Enhanced user experience by implementing notifications for users, providing updates at each step of the order process, from order placement to order fulfillment.

Languages

English
Gujarati
Hindi

Timeline

IT Technical Support Specialist

Accenture
06.2022 - Current

Business Analyst

Stimulus Consultancy
08.2021 - 11.2021

Post-Graduation Diploma - Business Information Technology

Seneca College of Applied Arts and Technology

Bachelor of Science - Electrical and Computer Engineering

Gujarat Technological University

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