Technical Support Quality Assurance
Resume:
PARUL PATEL
*B
Forest Hills
NY 11375
(Home)
(Cell #)
************@*****.***
OBJECTIVE
A position in Technical Support utilizing troubleshooting and problem
resolution skills to provide assistance to computer users.
CERTIFICATIONS:
A+ Certified.
NT Workstation 4.0, NT Server 4.0, NT Server in TCP/IP 4.0, Network
Technologies MCSE 4.0 (PENDING)
MCSE Windows 2000 MCP Certified
QUALIFICATIONS
Having 10+ years of experience in the IT Industry.
Solutions-focused, team oriented Senior Technical Support Analyst with
broad-based experience and hands-on skill in the successful implementation
of highly effective helpdesk operations and the cost-effective management
of innovative customer and technical support strategies.
Proven ability to successfully analyze an organization's critical support
requirements, identify deficiencies and potential opportunities, and
develop innovative solutions for increasing reliability and improving
productivity.
A broad understanding of computer hardware and software, including
installations, configuration, management, troubleshooting and support.
Excellent Communication skills.
Ability to master new software, apply its capabilities.
Capable of working individually and in team on projects successfully
TECHNICAL SKILLS
DBS Management: Oracle 9.0, SQL, Access
Client/Server Applications: Visual basic 5.0, .net 2005
Operating Systems: Windows 98, Windows 2000, Windows XP and Windows NT.
Hardware Systems: Microsoft
Software Applications: Word, Excel, Outlook, WordPerfect, Adobe, and
Photoshop
Programming Languages: C, Visual Basic 5.0, and .net 2005
RELATIVE WORK EXPERIENCE
Epiq Systems, New York
2010 - Present
Application Support Analyst
Conduct first level triage and troubleshooting of application across the
network.
Support security policies through maintenance of user ids, access rights,
and profiles.
Administer security across all systems and applications.
Set up new user accounts/passwords, monitored permissions/access rights,
troubleshoot errors, performed maintenance, co-ordinate licenses, and
generate reports.
Serve as a technical liaison resource and primary point of contact for
users, staff and clients.
Undertake all escalations and quickly resolve user problems to client's
satisfaction.
Saga Inc, New York
2001-2010
SR. APPLICATION SUPPORT ANALYST/HELP DESK
Administered inbound and outcalls to customers
Remote/onsite, installations, troubleshooting and administration of Legal
Case Management Software.
Network configuration and troubleshooting for Legal Case Management
Software
Performed hardware and software installations and provided high level
customer care, training and technical support
Assembled installed and repaired a wide array of computer systems,
workstations, laptops and peripheral hardware.
Configuration, maintenance, support and training of application for over
800 clients
Implement effective customer satisfaction strategies by identifying and
eliminating the root causes of customer problems
Responsible for the strategic development and implementation of cost
effective training and support solutions that are designed to provide
improved productivity, streamed lined operations and faster access to
critical information
Participate in quality assurance procedures, responsible for installing,
configuration and testing modules to be integrated with existing
application
Responsible for verifying calls taken by other members of team, provide
constructive feedback to clients and adhere to the specific support levels
that have purchased by clients
Interacted with other departments in creating procedural methods in
resolving technical issues.
Provided hands-on technical help to internal employees
Diagnosed and resolved issues related to various Microsoft platform
operating systems
Diagnosed and resolved functionality issues of Microsoft and other products
Installation, configuration and administration of MS SQL 7.0/2K
Maintenance of SQL database
Backup/Restore of SQL Database
Addressed all functional and technical issues regarding the database.
06/26/00-02/23/01 Help Desk Computer Career Center Rego Park, New York, NY
Provided hands-on technical help to internal employees.
Install, implement and troubleshoot NT Hardware and software
Assembling IBM PC's compatibles, troubleshooting and configuring software.
12/98-07/2000 Jr. Administrator Shi-Hi Media New York, NY
Technical support for LAN Networks
Trouble Shooting Network.
Technical co-ordination, design, repair and maintenance of network
system.
Implementation of system into network.
06/98-12/98 Jr. Programmer Saturn Software Corp. New York, NY
Create DTS/ETL routines creating extract and summary tables to be used in
reporting
Through financial and performance tracking package Outlook soft and
assist in gathering
Information.
Define and build the necessary tables with key and index structures to
support new Data Warehouse.
Involved in design and development of sales order invoicing system
Coded and tested applications.
Interface with users as needed to obtain data and ensure that data is
exactly what is expected
Fine Tune Database extracts for performance.
03/98-05/98 Jr. Programmer Chess Consultants New York, NY
Worked on Sql Server LAN based on Microsoft Windows Operating systems
Logins/user maintenance and security administration.
Backup/Recovery
Create database on request
Generation of trigger for data integrity
Created tables, views, and constraints for incorporation of business
rules.
Registered all modules and forms assigned to respective groups.
07/93-02/98 Telex/Swift Operator State Bank Of India New York, NY
Worked on swift operating system ST400 and all swifts formats
Managing telex and swift department, communicating with clients.
Education:
Bachelors in Science India
Diploma in Business Management India
Diploma in Lan Specialist New York.
REFERENCE: Furnished upon request
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