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 - 04.2015
Post-Graduation - Wireless Telecommunication
Humber Institute of Technology And Advanced Learning
Toronto, ON 01.2014 - 08.2014
B.E - Electronics And Communication
Ahmedabad Institute of Technology
Ahmedabad 06.2009 - 05.2013
Skills
Google Platform Knowledge
Critical thinking and Strategic Planning
Project Management
Excellent communication and interpersonal skills
Decision-making and Problem Solving
Technical Support
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 - 04.2015
Post-Graduation - Wireless Telecommunication
Humber Institute of Technology And Advanced Learning
01.2014 - 08.2014
B.E - Electronics And Communication
Ahmedabad Institute of Technology
06.2009 - 05.2013