Summary
Overview
Work History
Education
Skills
Languages
Additional Information
Timeline
BusinessDevelopmentManager

PRACHAL PATEL

Brampton,ON

Summary

Qualified Advanced Technical Support Specialist with 2 years of helpdesk and customer service experience. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.

Overview

4
4
years of professional experience

Work History

Technical Support Specialist

Concentrix
10.2022 - 05.2024
  • 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.
  • Resolved 45-55 technical support inquiries per day.
  • Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
  • Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
  • Tracked computer equipment, peripherals and network servers via master documentation in Excel.
  • Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
  • Managed high levels of call flow and responded to technical support needs.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Documented support interactions for future reference.

IT Project Coordinator

Rhino Technology
08.2020 - 08.2022
  • Managed multiple IT projects simultaneously, prioritizing tasks based on urgency and potential impact on the organization's goals.
  • Communicated project updates to stakeholders at all levels.
  • Managed projects from procurement to commission.
  • Collaborated with various departments across the organization to gather requirements for IT projects, ensuring alignment with overall business goals.
  • Monitored project performance metrics closely, making adjustments as needed to stay on track with objectives.
  • Coordinated cross-functional teams for multidisciplinary projects, resulting in more cohesive solutions.

Education

Bachelor of Science - Computer Science

Dr. Jivraj Mehta Institute of Technology
Anand, Gujarat, India
06.2021

Skills

  • Technical Troubleshooting
  • Remote IT Implementation
  • Remote Support
  • Incident Management
  • ITIL Processes & Enterprise Networking
  • Problem Resolution
  • Business Process Analysis
  • Technical Support & Advisory
  • Ticket management
  • Systems Analysis
  • Financial Reporting
  • Time Management

Languages

English
Full Professional
Hindi
Full Professional
Gujarati
Native or Bilingual

Additional Information

  • In progress: CISA Certification
  • Completed Advanced IT Audit Training Program
  • Attended Business Process Improvement Workshop

Timeline

Technical Support Specialist

Concentrix
10.2022 - 05.2024

IT Project Coordinator

Rhino Technology
08.2020 - 08.2022

Bachelor of Science - Computer Science

Dr. Jivraj Mehta Institute of Technology

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