VIRAJ PATEL
Edmonton,Canada
Summary
Results-driven IT Service Desk Analyst with hands-on experience in technical support, system troubleshooting, and business intelligence reporting. Adept in ITIL-based service management, incident resolution, and end-user support. Proven ability to deliver data insights and streamline IT operations using analytical and communication skills. Recognized for attention to detail, multilingual communication, and delivering consistent results under pressure.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Analyst
Ehealth Saskatchewan
Regina, SK
09.2023 - Current
- Troubleshooting network and application account issues, workstation, network printer issues, Clinical application issues.
- Supporting teams during Major and Critical incidents (i.e. Network outage) and creation/maintenance of Knowledge Base Article Jabber/WebEx/MS Teams.
- Created and communicated (verbal and written), explain or present (technical or non-technical) information to wide variety of technical and non-technical individuals and/or groups in a clear, accurate and understandable manner. Maintain and update BI reports to track key service metrics and team performance.
- Possess exceptional interpersonal, written/verbal communication skills and thrive in a dynamic, technology driven environment. Proven experience in effective communication, problem solving, positive customer service and documentation standards.
- Delivered Tier 1 IT support for clinical applications, network, printer, and workstation issues
Technical Support Representative
Saskatchewan Government Insurance
Regina, SK
05.2022 - 11.2022
- Provided technical support for clients regarding insurance products and services.
- Diagnosed and resolved software issues using customer service tools and systems.
- Provided technical assistance to customers through phone, email and chat support.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Education
Bachelor of Science - Computer Science
University of Regina
Regina, SK04.2025
Diploma - Comupter Science
University of Regina
Regina, SK04.2021
Certificate Course - Computer Science
Gujarat Technological University
12.2018
Skills
- Support & ITSM Tools: ITIL Framework, Incident & Request Management, Troubleshooting, Configuration Management
- Data & Analysis: SQL, Python, SAP HANA, Excel, Business Intelligence Reporting, Dashboard Creation
- Programming & Web: Java, C, HTML, CSS
- Software & Systems: Microsoft Office Suite, Outlook, SharePoint, MS Teams, Jabber, QuickBooks
- Other Skills: Analytical Thinking, Documentation, Proofreading, Multilingual Communication
Training
- Computer Systems Analysis and Design
- Database Design, Implementation and Administration
- Bootstrap Certification, IITL foundation certified
- Customer Service Specialist Certification
- SQL Beginners Certification
- Python for Data Analytic and Data Science
Availability
Permanent Resident with Full time Availability
Certification
Computer Systems Analysis and Design
• Database Design, Implementation and Administration
• Bootstrap Certification, IITL foundation certified.
• Customer Service Specialist Certification
• SQL Beginners Certification
• Python for Data Analytic and Data Science
Accomplishments
Consistently recognized on the University of Regina Dean’s Honour List for maintaining high academic performance and excellence in coursework.
Projects
Student Sign-Up Portal
- Designed a profile-based login site using HTML, CSS, and VSC
- Included coursework archive and secure student access
Grocery E-Commerce Website
- Built with HTML, CSS, JavaScript, and SQL
- Included product search, shopping cart, and user authentication
References
Mayank Agnihotri
Team Lead, eHealth Saskatchewan
📞 (306) 337-5563 | ✉️ Mayank.Agnihotri@eHealthsask.ca
Timeline
IT Analyst
Ehealth Saskatchewan
09.2023 - Current
Technical Support Representative
Saskatchewan Government Insurance
05.2022 - 11.2022
Bachelor of Science - Computer Science
University of Regina
Diploma - Comupter Science
University of Regina
Certificate Course - Computer Science
Gujarat Technological University
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