Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Timeline
Generic

Mayur Patel

Brampton

Summary

Experienced IT Consultant/Specialist with a decade of industry expertise, serving Fortune 100-500 clients and government organizations. Skilled in analyzing business requirements, managing projects, and troubleshooting technical issues to optimize IT systems. Adept at providing guidance on cybersecurity software selection and implementing IT strategies to enhance organizational infrastructure and operations. Proven team player who actively participates in skills transfer sessions and lunch-and-learn sessions with peers. Committed to delivering high-quality work within strict timelines to ensure exceptional client satisfaction. Additionally, a professional IT and communications technician with a strong track record in maintaining and optimizing network systems. Proficient in system administration, troubleshooting, and implementing effective communication solutions. Thrives in collaborative environments and adapts seamlessly to changing needs. Known for reliability, efficiency, and consistently delivering optimal performance and success.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior IT Specialist

S&P Global
12.2023 - 07.2024
  • Responsible for asset management through Service Now and reclaiming asset inventory from offboarding users
  • Adding/Removing users on O365 Admin center, MS Azure Admin Center, local server Active Directory
  • Image laptops via PXE or USB depending on business requirements, join users on domain when imaging is complete, deploy machines once compliant
  • Onboard new users and connect to all users using Zscaler and Cisco AnyConnect ensuring that no SLAs go over 25% threshold without regular updates
  • Enhanced network security by implementing advanced intrusion detection systems and regular vulnerability assessments.
  • Installed and repaired network cabling, hardware and software to maximize operational efficiency.
  • Performed quality assurance on systems to confirm optimal performance.

Senior IT Consultant

Avanade (Microsoft)
03.2023 - 08.2023
  • Led a cross discipline team of 2-20 consultants, data scientists, and engineers to sell and deliver advisory services through strong consultative selling practices
  • Remote into desktops, Laptops using MECM client and helped support POS pin pads for multiple users
  • Using Service Now, kept track of SLAs, daily updated tickets and updated KBs (in-person, on call, ticketing system)
  • Prioritized and resolved web/cloud applications, networking admin systems (HR, purchasing, Trillium), telecommunications (including cellular) and Wi-Fi enabled devices
  • Coached junior team members on various technologies, contributing to their professional growth as well as enhancing overall team capacity.
  • Streamlined software development processes by introducing agile methodologies, leading to faster product releases with fewer bugs.
  • Played a critical role in disaster recovery planning and business continuity, ensuring minimal downtime and maximum resilience in the face of unexpected events.
  • Installed, configured, and supported the service desk tools such as RDP, MS Teams, Service Now, Jira according to client's needs
  • Applied technical and consulting knowledge to advise clients on appropriate governance, stability, supporting changing business needs
  • Deploy and architect O365 solutions across the Office 365 platform (subscriptions/management, networking, security, compute, storage, operations) for major enterprise projects

Client Support Specialist

Toronto Catholic District School Board
09.2022 - 03.2023
  • Worked with IT department team members to ensure all support calls are resolved in a quick manner to reduce downtime
  • Provided 1st level and some 2nd level support for hardware, school study applications like SIS, Trillium for Chromebook, Cloudbook, I-Pad, mobile devices by phone and/or online
  • Support with Windows XP/8, 10 Professional, Microsoft Office 365, Internet Explorer / Chrome and other internet browsers, Google Classroom, Brightspace, Ivanti Service Manager and the board's corporate applications
  • Prioritized and resolved web/cloud applications, networking admin systems, telecommunications and Wi-fi enabled devices
  • Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.

Tier II IT Support

Scotiabank
03.2022 - 09.2022
  • Demonstrated expertise in supporting and maintaining Windows and Mac operating systems
  • Conducted user training sessions to enhance their understanding of IT systems and security protocols
  • Managed the deployment and maintenance of banking applications, ensuring seamless integration with existing systems along with troubleshooting hardware, software glitches, POS Systems
  • On-board new users and provide on-going support to ensure a smooth transition through configuration of software and systems
  • Make sure all user's Desktop are turned on and functioning at the head office helping the users get their work done in time using Remote Desktop Connection
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

IT Support Specialist

CLEAResult
09.2021 - 12.2021
  • Provided efficient and timely technical support to end-users, addressing hardware, software, and connectivity issues
  • Utilized ticketing systems to log, track, and document support interactions for future reference
  • Developed user-friendly documentation and guides to empower users in resolving common issues independently
  • Configured routers, switches, and other networking devices to ensure seamless connectivity
  • Collaborated with cross-functional teams and departments to address IT challenges and enhance overall organizational efficiency
  • Proactively identified opportunities for process improvement and implemented solutions to streamline IT support workflows
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Tested new software and hardware prior to deployment.

IT Support Specialist

Roots Canada
11.2020 - 09.2021
  • Built IT documentation, instructions, procedures, and processes for key stakeholders to refer to and train users on company systems, software and network
  • Deploy IT equipment and inventory to new and existing employees, in accordance with business needs through in-person and on call
  • Guide users and provide a walk-through of the process on how-a brand-new platform for VPN & also multi factor authentication
  • Communicated technical information to non-technical stakeholders in a clear and understandable manner
  • Managed high levels of call flow and responded to technical support needs.
  • Installed, configured and maintained computer systems and network connections.

IT Support Specialist

Aramark Canada
05.2020 - 11.2020
  • Implemented Multi Factor Authentication (MFA) using Microsoft authenticator through Azure
  • Worked with external vendors like HP, ThinkPad to maintain all the integration Points
  • Managed user devices using Airwatch and Cloudbooks using Azure Active Directory
  • Identified and enhanced processes for responding to inquiries from internal and external clients
  • Used MDM, i.e
  • Airwatch/Intune to configure, setup remotely, reset/track devices and ran system updates for IOS and Android
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Maintained servers and systems to keep networks fully operational during peak periods.

IT Specialist

Canadian Mental Health Association Peel Dufferin
01.2020 - 05.2020
  • Manage all hardware and software necessary to support CMHA Peel Dufferin's WAN/LAN infrastructure, including servers, workstations, network equipment, printers and scanning devices in person and over the phone
  • Troubleshoot, resolve and document IT tickets in a timely manner which included: Responding to user requests, escalating issues as required, resolving technical issues, Updating and closing tickets upon completion
  • Provide in-person, remote and at-home customer support to all CMHA Peel Dufferin staff
  • Cloud Administrator on Microsoft Azure for all CMHA Peel Dufferin staff, which involved configuring virtual machines, storage accounts, resource groups, Staff accounts and various access based on user specific profile
  • Configured hardware, devices, and software to set up work stations for employees.
  • Managed hardware and software inventory, ensuring timely updates and replacements as needed.

Technical Support Specialist

BMO
04.2014 - 12.2019
  • Achieved a ticket closing rate of 13 tickets a day, compared to 6 tickets a day in the past to ensure quicker problem resolution
  • Provide support to end users at BMO through BMO Brilliance bar; supported Skype for business for various failures including setting up meetings, adding members to Skype enterprise voice and mirroring screens
  • This resulted in a 98% quality assurance rating
  • Used Active directory to add member's various members group, share network folders, give access to clients internal Wi-Fi access by adding group user specific policy in AD
  • Lead the Windows 10 migration team to migrate from Windows 7 to Windows 10 which included office 365
  • Average weekly rate of ticket closing grew from 40 to ~65 per individual in the team
  • Perform an end of month inventory count for all the units (Cisco phones, docking stations, keyboard, mouse, laptop, desktop etc.) supplied for technical issues
  • Through Citrix, handed over 200 VMs on different cloud platforms
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.

Education

Undergraduate Advanced Diploma - Computer Science

Seneca College
01.2018

Ontario Secondary School Diploma (OSSD) -

Woburn Collegiate Institute
01.2012

Skills

  • Microsoft Office 365
  • Adobe
  • VPN
  • Microsoft Teams
  • Citrix
  • PC
  • Mac
  • IOS
  • Android
  • Network Switch
  • Cloud Book
  • Chromebook
  • POS
  • Pin pads
  • Dropbox
  • One Drive
  • IBM Smart Cloud
  • ICloud
  • Google Drive
  • VMWare
  • SIEM
  • EDR
  • VMFusion
  • Microsoft Azure
  • SharePoint
  • AWS
  • Air Watch
  • ServiceNow
  • Clear Vision
  • Vision
  • Zendesk
  • SCCM (MECM)
  • Miradore MDM
  • Jira
  • Office 365
  • VMware
  • Windows 7/8/10/11
  • Linux/Unix
  • Apple Mac OS
  • Critical Thinking
  • Product Management
  • CyberArk
  • Network troubleshooting
  • IT infrastructure management
  • Training and mentoring
  • Wireless networking
  • IT documentation
  • Application support
  • Hardware maintenance
  • VoIP systems
  • IT procurement
  • Mobile device management
  • Cybersecurity management
  • System administration
  • Information security
  • ITIL processes
  • Operating system expertise
  • Network architecture
  • Installation Expertise

Websites

Accomplishments

  • Supervised team of 25 staff members.
  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Certification

  • Cisco Certified Entry Networking Technician (CCENT) - Cisco Systems.
  • CompTIA A+ - Computing Technology Industry Association.
  • CompTIA Network+ - Computing Technology Industry Association.
  • Microsoft Certified, Azure Fundamentals (AZ-900) - Microsoft.
  • Microsoft Certified, Windows 10 (MD-100) - Microsoft.
  • CompTIA Certification
  • Autodesk Certified Professional (ACP)
  • ServiceNow Certified System Administrator – ServiceNow.
  • Microsoft Office Specialist (MOS) – Microsoft Office 365 and Office 2019 - Microsoft.

Timeline

Senior IT Specialist

S&P Global
12.2023 - 07.2024

Senior IT Consultant

Avanade (Microsoft)
03.2023 - 08.2023

Client Support Specialist

Toronto Catholic District School Board
09.2022 - 03.2023

Tier II IT Support

Scotiabank
03.2022 - 09.2022

IT Support Specialist

CLEAResult
09.2021 - 12.2021

IT Support Specialist

Roots Canada
11.2020 - 09.2021

IT Support Specialist

Aramark Canada
05.2020 - 11.2020

IT Specialist

Canadian Mental Health Association Peel Dufferin
01.2020 - 05.2020

Technical Support Specialist

BMO
04.2014 - 12.2019

Ontario Secondary School Diploma (OSSD) -

Woburn Collegiate Institute

Undergraduate Advanced Diploma - Computer Science

Seneca College

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Mayur Patel