Shreyash Patel
Brampton,ON
Summary
Proven IT Technical Support Specialist with a track record of enhancing system efficiency and user productivity at NTT DATA Services. Expert in ServiceNow, SCCM, and Office 365, coupled with strong problem-solving skills. Achieved significant reductions in support tickets through proactive maintenance and effective cross-functional collaboration. Demonstrates leadership by coaching peers, ensuring high-quality IT support and customer satisfaction.
Overview
5
5
years of professional experience
4
4
Certification
Work History
IT Technical Support Specialist L-2
NTT DATA Services
04.2023 - Current
- Utilize ServiceNow platform for incident tracking, request fulfillment, and problem resolution.
- Maintain and update knowledge base articles to facilitate quick issue resolution.
- Provide technical support for Windows 10/11 and MacOS operating systems, addressing issues related to installation, configuration, and troubleshooting.
- Administer and troubleshoot VoIP systems, resolving issues related to call quality, connectivity, and user configurations.
- Manage and support Office 365 applications, including Outlook, Teams, and SharePoint. Assist users with setup, configuration, and troubleshooting of Office 365-related issues.
- Provide remote and on-site support to end-users, addressing issues ranging from connectivity problems to software malfunctions.
- Develop and implement patch management strategies using SCCM.
- Create and update documentation for IT procedures and user guides.
- Collaborated extensively with cross-functional teams to implement and maintain IT systems, networks, and applications, resulting in heightened efficiency and improved overall system performance.
- Collaborate with Cybersecurity to identify and prioritize work.
- Communicate effectively with end-users, providing clear and concise instructions and solutions.
IT Technical Support Specialist
Teleperformance
01.2022 - 04.2023
- Give technical support and provide best customer experience.
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Identify areas for process improvements and create technical and functional specification.
- Responsible for solution design initiative as part of Continual Service Improvement (CSI).
- Create and maintain AD and Office 365 environment management on as as-necessary basis
- Work with RSAT tools and ServiceNow, Linux OS, MAC OS.
- Using SCCM and WDS for imaging, deployments and inventory management.
- Support of internal and external DNS systems. Assist in management and support of internal DHCP
architecture and scoping. - Streamlined IT processes for increased efficiency and reduced downtime.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
IT Help Desk Support Specialist
BestBuy Canada
09.2019 - 12.2021
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ServiceNow ticketing systems to manage and process support actions and requests.
- Collaborated with cross-functional teams to ensure seamless IT support during major company initiatives.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Education
Post-Graduate Diploma - Electronics And Computer Engineering Technology
Sheridan College Institute of Technology And Advanced Learning
Brampton, ON08.2019
Bachelor of Science - Electrical And Computer Engineering
Gujarat Technological University
Gujarat, India06.2016
Skills
- Operating Systems: Windows, macOS, iOS
- Software: M365 Office, Citrix Workspace, Ivanti, ServiceNow, Team viewer, SQL
- Security: User Access Control, Software Patching
- Communication Platforms: Email, Phone, Live Chat, In-person
- Experience with Network setup, Cabling, PowerShell, Linux, CMD
- Cloud Computing: Azure, AWS, Google Cloud
- Virtualization: VMware, Hyper-V, VirtualBox
- Database Management: SQL, MySQL, Python
- Practical experience configuring Active Directory, SCCM, GPO, DNS, DHCP, WDS on Windows 2008/2012/2016 R2 server
- TCP/IP Network Knowledge, LAN / WAN
- ITIL Best Practices
- Leadership & Coaching
Certification
- CompTIA A+
- Google IT support
- ITIL foundation V4
- Data Analytics Essentials, Cisco
Timeline
IT Technical Support Specialist L-2
NTT DATA Services
04.2023 - Current
IT Technical Support Specialist
Teleperformance
01.2022 - 04.2023
IT Help Desk Support Specialist
BestBuy Canada
09.2019 - 12.2021
Post-Graduate Diploma - Electronics And Computer Engineering Technology
Sheridan College Institute of Technology And Advanced Learning
Bachelor of Science - Electrical And Computer Engineering
Gujarat Technological University
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