Jaimin Patel

519-***-**** ad1wyo@r.postjobfree.com Ontario,Canada LinkedIn

Summary of Qualifications

● Extensive experience in customer service, providing remote technical support in the Telecom industry, and offering in-person customer assistance in the retail sector

● Hands-on experience in diagnosing and troubleshooting internet services, router/modem, IPTV, networking issues, and email services for clients

● Practical knowledge in IT areas such as network administration, TCP/IP, LAN/WiFi configuration, backup and restore, server management, computer hardware and software configuration

● Consistently achieved a higher first-call resolution ratio by demonstrating effective problem-solving and time-management skills in a fast-paced customer-facing environment

● Excellent Interpersonal skills and communications skills with a proven track record of responding to needs efficiently by answering 40+ phone calls per day Technical Skills

Operating Systems: Windows, Android, iOS, Mac OS, Linux Applications & Tools: Microsoft Office 365, Service Now, Salesforce, Cisco Packet Tracer Tools: Powershell, Bash, VMware, Google Workspace

Education & Certifications

Google IT Support Professional Certificate January 2023 – September 2023 Junior IT Analyst Program January 2023 – September 2023 NPower Canada Toronto, ON

online class training on the fundamentals of computer science, cyber security, and project management essentials.

● Configure device operating systems including Microsoft Windows and Linux, while configuring disk partitions and filesystems

● Support basic IT infrastructure and networking, including DNS and DHCP, applying standard protocols with TCP/IP and OSI models

● Configure and troubleshoot PC, Mobile devices, IoT, routers, Printers, hubs, and switches

● Use Windows Powershell and bash command line interface to manage users, password reset, file permissions, and perform task automation

● Manage an organization’s computers and users using Directory Services such as Active Directory, and OpenLDAP in Windows Server 2016

● Essential helpdesk procedures including password reset, network troubleshooting, ticket creation, remote desktop access, software installation, and policy deployment Ontario College Diploma in Automotive Technician December 2018 Fanshawe College London, Ontario

Bachelor in Mechanical Engineering May 2016

Gujarat Technological University Ahmedabad, India Work Experience

Customer Service Specialist October 2023 - Present One call Ontario Guelph, Ontario

● Receive inbound calls from excavators and homeowners who plan to disturb the ground, asking pertinent and scripted questions

● Create additional training material as required, staying well informed about changes to processes and the organization

● Constantly Evaluate and understand customer’s requirements to offer the best possible product package utilizing effective active listening and communication skills

● Document client interaction and create follow-ups with different depart via various communication methods including phone, chat, email, and case management software Technical/Customer Service Representative December 2021 - June 2023 Dependable IT Hamilton, Ontario

● Provided technical assistance and support for incoming queries and issues related to telecommunication systems, computer systems, and hardware

● Assisted customers with account creation, password reset, service provisioning, software, and network troubleshooting using internal and 3rd party resources

● Constantly Evaluated and understood customer’s requirements to offer the best possible product package utilizing effective active listening and communication skills

● Documented client interaction and created follow-ups with different depart via various communication methods including phone, chat, email, and case management software Technical Support Specialist February 2019 - May 2021 Gatestone and Co. Inc. Brantford, Ontario

● Utilized internal troubleshooting tools and flow charts to guide customers through resolving networking issues, software installation, and activation for internet, IPTV, email, and phone services

● Demonstrated effective verbal and written communication skills by creating technical documentation and assisting field technicians with service installation and activation

● Consistently achieved a 100% call-to-case ratio daily by providing customer support to end users through various communication channels, including phone, chat, and email systems

● Worked collaboratively with different departments and Ensured all incidents were properly documented and escalated using a ticket management system Customer Service Representative February 2017 - December 2018 Inver Hamilton, Ontario

● Provided excellent service to ensure a high level of customer service by addressing customer needs and resolving complaints on-site in a timely and efficient manner

● Created offer and discount programs to increase the customer base, Which resulted in a 15% increase in sales from the previous year

● Processed payments and updated the inventory database using Point of Sale software to ensure accurate financial transactions and maintain an up-to-date inventory record

● Participated in various relationship-building exercises such as surveys, loyalty programs, and social media advertising

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