Mann Patel
Brampton,ON
Summary
Customer-focused IT Support Specialist with over 3 years of experience delivering technical support, resolving incidents, and deploying technology solutions in fast-paced environments. Skilled in Windows 10/11, Office 365, Intune, SCCM, and ITIL practices, with a proven ability to prioritize service delivery, collaborate with teams, and ensure operational efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
MPBSDP (Government of Ontario)
09.2021 - Current
- Delivered courteous and efficient customer service, resolving hardware/software incidents for diverse end-users via phone, email, and chat using BMC Remedy, achieving SLA compliance in 90%+ of cases.
- Monitored and maintained Windows Server 2016 and Windows 10/11 environments, ensuring resource availability for business applications.
- Acted as an SME in a 1.5-year migration project, upgrading 80,000+ laptops to Windows 11, minimizing service disruptions.
- Prioritized and escalated complex issues, providing timely updates and maintaining accurate documentation.
- Enhanced remote access support (Global Protect, Cisco AnyConnect) and mobile device management via Intune MDM, improving end-user productivity.
Technical Support Analyst
Ganpat University
05.2019 - 12.2019
- Provided first-level support for 200+ workstations in a mechanical lab, deploying systems with SCCM and resolving issues to ensure operational stability.
- Assisted students and staff with university systems, Office 365, and lab equipment, resolving 95% of ServiceNow tickets within SLAs.
- Coordinated change activities, including software deployments and endpoint network configurations (Cisco switches), adhering to ITIL standards.
- Developed technical documentation (user manuals, SOPs, knowledge base articles), enabling efficient knowledge transfer within the team.
Education
Internet Communications Technology
Sheridan College
Oakville, ON12-2022
Skills
- Windows 10/11, Windows Server 2012/2016, macOS, Linux
- Office 365 Suite, SharePoint, Exchange Server, Power Automate, Intune MDM
- ServiceNow, BMC Remedy, SCCM, Microsoft Intune, Ultra VNC
- TCP/IP, DNS/DHCP, Wi-Fi, LAN/WAN, Cisco Switching, VPN
- ITIL Practices: Incident, Problem, Change Management, SLA Compliance
- Customer Service, Team Collaboration, Problem-Solving, Documentation
Certification
- IT Service Desk: Customer Service Fundamentals
- CCNA Routing and Switching
- Technical Support Fundamentals
Timeline
Service Desk Analyst
MPBSDP (Government of Ontario)
09.2021 - Current
Technical Support Analyst
Ganpat University
05.2019 - 12.2019
Internet Communications Technology
Sheridan College
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