Parth Gandhi
Scarborough,ON
Summary
Technology-driven IT Support Specialist who integrates technical acumen with problem-solving expertise to expand IT operations. Strong knowledge of information system and communication network maintenance, installation, troubleshooting, administrative support, and user management.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Apple
Mississauga, ON
01.2023 - 05.2024
- Handled incoming customer inquiries via various phone calls, emails, and live chat channels.
- Interacted with the IT help desk and other teams to assist in network troubleshooting and provided escalated technical support.
- Assisted in resetting security questions and unlocking accounts and reported fraud activity.
- Assisted in physical damage repairs, such as isolating if it is a hardware issue and setting up a mail-in repair or a store appointment.
- Assisted the lead network administrator in setting up, configuring, and maintaining computer systems, servers, networks, and various projects.
- Entered each call activity into an online technical support database and documented information.
- Gathered and compiled technical support documentation for the training service desk.
- Communicated electronically with wireless device users experiencing difficulties and documented problems experienced.
- Acted as training subject matter expert and provided extensive technical support to different departments.
- Offered software-related technical support through various communications channels.
- Provided technical support for on-board meteorological equipment and science-based research projects.
Network Engineer
CDI College
09.2022 - 12.2022
- Administered network policies, procedures, and standards to align with organizational goals and security requirements.
- Provided technical support to users experiencing difficulties with their networks.
- Configured and maintained network hardware, including routers, switches, firewalls, and wireless access points.
- Collaborated with other IT professionals to identify system needs and implement comprehensive solutions.
- Formed collaborative relationships with peers, business units, regional technology groups, and external service partners.
- Developed and maintained comprehensive documentation of network configurations, setups, and procedures for future reference.
IT Support Specialist
IO Solution
Montreal, QC
11.2020 - 09.2022
- Maintained positive working relationships with fellow staff and management.
- Ensured compliance with established policies regarding information security.
- Monitored IT use to maintain compliance with established processes, policies, and guidelines.
- Tracked and prioritized IT tickets and requests based on severity and potential business disruptions involved.
- Served as the first point of contact for incoming technical service calls and emails.
- Demonstrated advanced product knowledge to solve customer issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Developed and maintained strong relations with customers to meet quality expectations.
- Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
Education
Network and Internet Security Specialist -
CDI College
Montreal, QC12.2022
Bachelor of Technology in Computer Science and Engineering -
Gujarat Technological University
01.2019
Skills
- MS Office 365
- Expertise in Operating systems such as Windows, macOS, Android, iOS
- Expertise in IT Operations such as help desk IT support, collaboration, and technical troubleshooting
- Ticket Support System Management
- Exceptional communication skills in written and verbal, as well as problem-solving skills
- Interpersonal Skills
- Computer Systems
- Software Installation
- Phone Support
- Cloud Computing
- Key Performance Indicator
- Quality Assurance
- Security Protocols
- Wireless Networking
- Systems Analysis
- Desktop Support
- Network Diagnostics
- TCP/IP
- Inbound calls
- Remote Desktop
- Mobile Device Support
- Hardware Configuration
Certification
- CompTIA A+
- Introduction to IT and Cybersecurity
- Google IT Support Professional Certificate
- Be a White Hat Hacker and Pen Tester
Timeline
Technical Support Representative
Apple
01.2023 - 05.2024
Network Engineer
CDI College
09.2022 - 12.2022
IT Support Specialist
IO Solution
11.2020 - 09.2022
Network and Internet Security Specialist -
CDI College
Bachelor of Technology in Computer Science and Engineering -
Gujarat Technological University
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