Karan Patel
Woodbridge,Canada
Summary
Dedicated IT Support Analyst with a track record of meeting service level agreements and enhancing user satisfaction. Expertise in managing identity access systems and providing comprehensive documentation and training to empower users.
Overview
4
4
years of professional experience
Work History
Desktop Support Technician-Level 3
DECIEM INC
Etobicoke, Ontario
05.2025 - Current
- Investigating issues deeply to identify their fundamental causes, often by reviewing product designs or code.
- Collaborating closely with development teams on new features or enhancements that require design changes to address issues.
- Documenting solutions and archiving them for use by lower support tiers, helping to build a knowledge base.
- Working with equipment or software vendors to resolve issues originating from their products.
- Extracting CCTV footage as per the user's needs through the Solink platform.
Desktop Support Technician-Level 2
DECIEM Inc
Etobicoke, Ontario
09.2023 - 05.2025
- Provide user training and documentation on the proper use of Zebra Industrial Labels printers ZT410/411 and ZD620/621 by drafting user guides, FAQs, and other documentation to facilitate self-help resources for common issues and procedures.
- Resolved all incidents assigned within the defined SLA.
- Administer and maintain JumpCloud for identity and access management.
- Administer and maintain Okta for user provisioning, RBAC, authentication, authorization, and SSO.
- Manage and troubleshoot issues regarding popular SaaS, like G Suite and Adobe Suite.
- Utilize the Print Server to monitor and manage critical production printers.
- Use the SnipeIT Asset Management tool to track inventory and usage.
- Investigate and respond to support requests via the ServiceNow ticketing system through email, phone, and remote control software.
IT SUPPORT ANALYST
Sobeys Inc
07.2021 - 08.2023
- Provide remote IT support for all incidents and requests for all stores, Offices and RSCs in 24/7, fast-paced environment via Phone and email
- Resolved all incidents assigned within defined SLA
- Execute Incident Management Process including creating, managing and resolving incidents in ITSM tool
- Communicate with Sobeys IT service center staff and ensures that all are kept aware of status of their incident and/or request
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
- Proficiently configured and maintained routers to ensure seamless network connectivity and optimized data flow within the organization. This involved managing IP addresses, routing tables, and firewall settings.
- Played a pivotal role in integrating Citrix solutions into the network infrastructure to enhance remote access capabilities. Implemented and maintained Citrix components for remote application delivery and virtual desktops
- Demonstrated strong troubleshooting skills to identify and resolve network and VPN-related issues promptly.
- Conducted in-depth root cause analysis and implemented effective solutions using VPN
Education
Master of Science - Electrical And Computer
University of Waterloo
Waterloo, ON08.2020
Bachelor of Science - Engineering Electronics
Birla Vishvakarma Mahavidhyala
Vallabh Vidhyanagar, Gujarat, India04.2018
Skills
- Root cause analysis
- Remote desktop support
- User account management
- Print server management
- Attention to detail
- System documentation
- Equipment automation
- Tracking and documentation
- Network support
- Training development
- User Experience
Projects
Smart Card Technology based Security System Automatic Vacuum Cleaner
Timeline
Desktop Support Technician-Level 3
DECIEM INC
05.2025 - Current
Desktop Support Technician-Level 2
DECIEM Inc
09.2023 - 05.2025
IT SUPPORT ANALYST
Sobeys Inc
07.2021 - 08.2023
Master of Science - Electrical And Computer
University of Waterloo
Bachelor of Science - Engineering Electronics
Birla Vishvakarma Mahavidhyala
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