Summary
Overview
Work History
Education
Skills
Timeline
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RAJ PATEL

Etobicoke,ON

Summary

Dedicated and experienced IT professional over 7 years background in radio / television broadcast and healthcare environment with a proven track record in technical support and leadership roles. Seeking a challenging position as a Google Administrator to leverage my expertise in IT support, technical leadership, and passion for enhancing organizational productivity. Sound communication skills and good ability to multitask.

Overview

8
8
years of professional experience

Work History

Senior Coordinator / Team Lead

CBC
05.2024 - Current

Manager

CBC
12.2022 - 04.2024
  • Managing the day-to-day activities of the general production support team, providing them guidance and direction as necessary
  • Act as an point of escalation for customer incidents; ensuring the appropriate resources are assigned in timely manner.
  • Conducting daily team meetings and individual one on one conversations with team members to coach them and get feedback.
  • Handling country wide PC refresh for English services which involves ordering new computers,plan deployment and tracking, coordination with regional supervisors and techs,etc.
  • Developed and executed comprehensive PC refresh strategy for English Services , ensuring seamless transition to updated hardware.
  • Utilized inventory tools including Snow and Dell's database to conduct thorough assessment of existing computer assets within CBC, facilitating accurate planning and procurement for PC refresh initiative.
  • Implemented streamlined deployment procedures to minimize downtime and disruption during PC refresh rollout, maximizing productivity and user satisfaction.

Senior Coordinator/ Team Lead

CBC
10.2021 - 11.2022
  • Provided guidance, instruction, direction and leadership
    to the desktop support team to provide great customer
    support, in both turnaround time and the end user
    experience.
  • Monitored ticket queues; ensure consistent work and
    timely closing of tickets. Assign tickets as necessary.
  • Documented procedures, policies and fixes for
    technicians to follow.
  • Orchestrated IT support operations for the Beijing Olympics, ensuring seamless technology functionality throughout the event.
  • Utilized Google Sheets to efficiently gather and manage hardware requirements from different stakeholders, streamlining communication and resource allocation during Olympics.
  • Led the IT Support team in transition from using Google Device Policy to Android Device Policy for the company's Android phones.
  • Used Google Sheets and other tools to carefully plan and carry out the switch, making it easy for everyone in the company to get on board with the new policy.
  • Identified strengths and weakness among the team and
    adjust accordingly.
  • Assisted manager in recruitment of new team members.

Desktop Support Specialist

CBC
01.2019 - 10.2021
  • Provided excellent customer service to all CBC clients on a
    variety of issues including, but not limited to software,
    hardware, peripherals and network connectivity to help
    clients to become more productive.
  • Troubleshoot, repair and upgrade PC and MAC
    computers, peripherals, printers and mobile devices.
  • Research, analyze and recommend new hardware and
    software technologies to increase efficiency.
  • Maintained detailed logs of incidents, ongoing statuses and
    resolutions in the Remedy Incident Management System.
  • Collaborated with responsible teams for recurring or
    repetitive hardware or software problems, assist in
    investigating and resolving issues.
  • Contributed to the knowledge base by creating user
    guides and documentation for known issues.

Desktop Support Analyst

Compucom / UHN, Toronto, ON
11.2016 - 01.2019
  • Provided telephone, email and in-person support to end
    users for all IT related incidents of software and hardware.
  • Performed installation, configuration and troubleshooting
    of MDM, Intune, Active sync on Blackberry, iPhone and
    Samsung cellphones.
  • Identified unique or recurring customer/technical
    problems and provided input to management to prevent
    recurrence.
  • Communicate with co-workers, management, clients and
    others in courteous and professional manner.

Education

Post-Graduation - Project Management

Humber Institute of Technology And Advanced Learning
Toronto, ON
09.2014 - 2015.04

Post-Graduation - Wireless Telecommunication

Humber Institute of Technology And Advanced Learning
Toronto, ON
01.2014 - 2014.08

B.E - Electronics And Communication

Ahmedabad Institute of Technology
Ahmedabad
06.2009 - 2013.05

Skills

Google Platform Knowledge

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Timeline

Senior Coordinator / Team Lead

CBC
05.2024 - Current

Manager

CBC
12.2022 - 04.2024

Senior Coordinator/ Team Lead

CBC
10.2021 - 11.2022

Desktop Support Specialist

CBC
01.2019 - 10.2021

Desktop Support Analyst

Compucom / UHN, Toronto, ON
11.2016 - 01.2019

Post-Graduation - Project Management

Humber Institute of Technology And Advanced Learning
09.2014 - 2015.04

Post-Graduation - Wireless Telecommunication

Humber Institute of Technology And Advanced Learning
01.2014 - 2014.08

B.E - Electronics And Communication

Ahmedabad Institute of Technology
06.2009 - 2013.05

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