Software Customer Service

Nishith Dave

Swartz Creek, MI ***** Email: *****@*******.*** Phone: 810-***-****

Professional Qualifications

Over 20 years of experience in providing comprehensive customer service as an Information Tech, Help desk and Service desk Analyst with superior verbal and written communication skills and demonstrating the ability to handle complex and high stress situations.

Over 10 years of experience in providing IT support services in healthcare industry – Hospitals, doctor’s offices, and laboratories.

Advanced knowledge of troubleshooting and resolving computer hardware, software, LAN and WAN issues, and troubleshooting and installing off the shelf software.

Extensive training and experience in supporting Microsoft Windows, Apple iOS and MacOS Operating Systems; Microsoft Office suites applications and ticketing software like Remedy, Digital Link, Heat, and POB

Certified MCP (Microsoft Certified Professional) in Windows.

Capable of working independently and in a team environment.

Employment History

Apple, Telecommuting, MI (Contracted through Kelly Connect) (10/2016 – 02/2019)

Care Support Tech

Provided over-the-phone support to the Apple customers needing technical and security support of their iOS or macOS based devices (iPad, iPhone, iPod, iWatch and Mac computers).

Troubleshooting and resolving any hardware, software, or networking issues encountered by the customers of any Apple products. Achieved 90% of first call resolution.

If required, set up repairs of the devices at Apple Retail Stores or Apple Authorized Repair Services.

Was awarded prize 2 times for 100% attendance and not taking any undue downtime.

Anthelio Healthcare Solutions, Flint, MI (06/2004 – 05/2016)

Service Desk Representative II

Provided technical assistance and solutions to the customers calling in with their computer hardware, software, networking, and security related problems.

Consistently achieved over 65% of first level problem resolutions; unresolved problems were properly documented and escalated to the appropriate support teams for their resolution.

Provided support for various Health Information applications like Paragon, Cerner, HMS, and some more.

EDS, Troy, MI (06/1998 – 07/2004)

Helpdesk Representative

Started career in EDS as GM Roadside Assistance Representative assisting GM vehicle owners with arranging services for issues like jump start, getting locked out, fixing flat tires, or needing to get the vehicles towed to the repair facilities.

In a little over a year was promoted and moved to the IT Support Department as Helpdesk Representative to provide IT support to various customers.

Continued to work in that position for 4 years; consistently achieved call volume and email targets while maintaining high quality standards. Also provided support for AS400 based applications.

Education

A+ Certification, Mott Community College, Flint, MI

Associates in Applied Science (Computer Networking Technology) – Baker College, Flint, MI

Bachelor’s degree – Retail Trade Organization, University of Delhi, India

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