Nandish Patel

Work History

Mitel Networks

11.2020 - Current

Provide phone and Web based support on supported Mitel products and take problem to resolution
Provide accurate technical advice on various aspects of hardware specifications, installation and maintenance regarding software solutions
Reports design, reliability and maintenance problems or bugs to design engineering/software engineering
Delivers fixes in form of software patches where applicable or recommending upgrade to proper load with issues known to be resolved
Responsible for ensuring escalated cases have proper notes and performing individual case review
Dealing with escalated customer issues handed down from management/team lead.

CareFor

03.2019 - 11.2020

Provides resolution for escalated service tickets
Works with clients to evaluate and solve technical problems
Communicated thoroughly with client representatives and customers, enabling effective information exchange and efficient process management
Documented all inquiry activities in appropriate reporting system
Provided responses to inquiries in writing using professional email skills
Installed, repaired, maintained, and upgraded Windows desktop and Windows notebook computers
Worked Help Desk providing PC and Mobile support, diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades
Worked with Active Directory to build user network profiles, reset passwords, unlock accounts, etc
Experience with Microsoft Server products, Mail Service, Email archiving, anti-spam, anti-virus products
Answer escalated technical questions from agents, remote customers and accurately record detailed description of problem
Provide superior end user application and desktop support.
Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
Monitored systems in operation and quickly troubleshot errors.
Decreased response times with efficient ticket management and prioritization of urgent issues.
Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.

Nova Networks

05.2018 - 03.2019

Respond to client's problems (phone or email) within agreement to Service Level Agreements
Track detailed information about every call-in ticketing system: like CRM, Service Now and Service Manager
Document details of user and technical concerns for Case documents
Extensive experience with Microsoft desktop O/S (Windows 10, 8, 7) and Office products, AD, Exchange servers
Escalate complex problems to second level support as directed by process and clients
Established remote desktop connection between servers and clients, created & built various group policies on servers, troubleshooting PC, MAC, Mobile Devices, Network Printers, LAN/WAN
Follow up, track, and stay on top all Open Issues to ensure incidents are resolved, escalate hardware/software problems where required
Provide resolution and support through problem solving, identification, root-cause analysis and troubleshooting for enterprise software and custom-built customer facing applications
Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Create and manage network user accounts, troubleshoot and resolve variety of issues
Create and manage mail accounts, troubleshoot and resolve variety of issues
Troubleshoot escalated connectivity issues, servers, and network equipment.
Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.

George Brown College

12.2015 - 12.2016

Respond with demonstrable skill to requests relating to student services, events, and general information about George Brown College by means of telephone, live chat, email or face to face
Friendly interaction with new students and provide them with help needed
Providing guidance to international students regarding accommodation, local area and their application related procedures.