JAYKUMAR PATEL

Toronto, ON, M*J*A*, 647-***-****

ada4wd@r.postjobfree.com

PROFILE SUMMARY

•2+ years of professional experience in the field of Technical Support. With a focus on continuous improvement in process planning to achieve high-level customer service and sustainable revenue growth.

•Hands-on Experience across various areas of Technical Support including trouble shooting IT tickets data analysis and management. In-depth knowledge of hardware and software.

•Proven ability to resolve and investigate customer problems and build a case to client.

•Provided technical support for corporate users to include setting up computers, passwords, rights and responsibilities using Active Directory (Computers and Users).

•Proven strength in leadership, team play and Team Management.

PROFESSIONAL EXPERIENCE

Verifone, Inc

Verifone is an American multinational corporation, that provides technology for electronic payment transactions and value-added services at the point-of-sale.

Technical Support Analyst Sep 2019 to Present

Continuously monitored various application logs and connectivity status, as documented, to ensure 100% up-time and successful transaction processing.

Communicated electronically and by phone with customers experiencing technical difficulties to determine and document Problems experienced.

Papered After-hours Technical Support Engineers to report issues.

Proactively identified errors and engaged after-hours Technical Support Engineers as documented.

Gatestone & Co.

Business Process Outsourcing (BPO) solutions to a variety of markets globally.

Technical Support specialist Jan 2018 to Sep 2019

Provided knowledgeable technical support and troubleshooting guidance pertaining to network, Internet, cable, digital phone, and computer issues.

Communicated electronically and by phone with customers experiencing technical difficulties to determine and document Problems experienced.

Diagnose and resolve technical problems encountered by customers.

Consulted internal software, tools and guides, to research customer issues and implement solutions.

Performed password resets, break fix, printer support, network connectivity and VOIP troubleshooting.

Flipkart

India's biggest online store

Technical Support representative/Help Desk Support July- 2016 to Dec 2016

Performed Network Administration for the newly installed machines for the users: Login issues, Password re-set, e-mail login.

Researched, diagnosed, documented and resolved technical issues in Windows XP, 7, Server2008, MS Office, Outlook email setup and LAN/WAN connectivity issues.

Handled troubled tickets and provided service through email and phone call to customers.

Displayed courtesy and strong interpersonal skills with all customer interactions.

Education

Computer Programming 2017-2019

Lambton College, Toronto, ON.

Project

Student Research Lead Jan 2018 - Sept 2018

Department of Emerging Technologies, Lambton College in Toronto

State of the art of Cloud Computing Solutions – Thesis and Presentation to over 75 Research students and Faculty

State of the art of Mobile Cross Platform development – Thesis and Presentation to over 50 Research students and Faculty

Skills

Problem solving Troubleshooting Process-focused Diagnosis Data Analysis

MS Excel Multi-tasking MS Word MS Office Report Writing Inventory Management

Market Research Problem solving Teamwork Result-oriented

https://www.linkedin.com/in/jaykumar-patel-66593a139/

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