Junior IT Analyst / IT Support Technician

Shivam Patel

587-***-**** *************@*****.*** Calgary, AB www.linkedin.com/in/shivamnpatel

“Great things are done through collaboration”

Summary of Qualifications

●2+ years’ sales experience providing exceptional end users, client service, and customer support in the retail industry, demonstrating clarity, empathy, and persuasive communication

●Lead team projects via promoting collective success through open dialogue, goal setting, informed decision-making, problem-solving, and thinking outside the box brainstorming

●Solutions-oriented and proactive in analyzing customer feedback as well as immediately addressing potential conflicts to prevent escalation through prioritizing and multi-tasking

●Enthusiastic about learning outside of the workplace and making positive personality, through industry events, courses, and networking events, to improve network connections and communication skills

●Professional verbal and written communication skills to clearly coordinate with peers, supervisors and, clients; always focused on practicing active listening skills to provide suitable feedback

●Trilingual in English, Hindi, Gujarati

●Quick learner and flexibility to adapt; willing to learn best practices and new skills that are required for this position

Technical Skills

Operating Systems: Windows, Android, iOS, Mac OS, Linux

Applications: ServiceNow, Microsoft Office 365, Team Viewer

Tools: VMware, G Suite by Google, Packet Tracer

Project Management: Agile, Waterfall, Scrum and Gantt Charts

Languages: Python

Education

Google IT Support Professional Certificate Npower Canada Calgary, AB August 2020

Junior IT Analyst Program May 2020-Sep 2020

CompTIA A+ equivalent 14-week in-class training with hands-on experience including:

●Assemble computer components based on customer requirements

●Install, configure, and troubleshoot hardware and software components

●Active Directory Windows, iOS, Android, and Linux operating systems

●Networking basics IPv6, network topologies, installing wireless and SOHO networks security/forensics

●Mobile device installation/configuration laptops, smartphones, tablets

●Basics of virtualization, desktop imaging, and deployment through VMware & VirtualBox

●Cloud computing through Microsoft Azure

●Implementing preventive maintenance measures on workstations and troubleshooting

●Customer support through remote connection using team viewer and SSH

●ServiceNow fundamentals

Bachelor of Applied Petroleum Engineering Technology SAIT Calgary, AB Jan 2020

2-year post-secondary Co-op Program with hands-on experience working with oil and gas companies

Work Experience

Front End Cashier/Self-Checkout Safeway Calgary, AB May 2018-Present

Promoted to self-checkout specialist position owing to my exceptional customer service practices and positive feedback about the same from the customers

2+ years of experience in providing customer service including identifying and resolving customer conflicts, greeting customers, telephone support, online support, and building relationships with a diverse clientele

Efficiently processes more than 400 customer transactions in a professional manner using a POS system

Revamp a customer call framework and develop a faster cashing-out method, to identify selling products including credit cards, add-on sales, explaining warranties, benefits to meet sales goals

Computer Technician Electronic Recycling Association, ERA Calgary AB August 2020

●Reduced e-waste by reusing unwanted computers and related electronic equipment and helping low income, high needs Canadian families and organizations and giving back to local charities and individuals

●Provided technical support including troubleshooting, installations, updates in Windows and Linux desktop and laptops

●Collected, organized, and maintained log for use by other technicians using G Suite

●Consulted equipment guides, manuals, and other documents for research and implement a solution

●Communicated with clients and customer experiencing difficulties online through eBay and Amazon platforms

Application Coordinator Student Alberta Energy Regulator Calgary, AB Apr 2019-Sept 2019

●Excelled as an intern student by organizing an innovative online filing system for more than 9 departments, that lead to a faster and more effective update and search of documents in the database

●Collaborated with 9 other department heads and staff, to implement bi-weekly meetings’ scheduling to discuss goals, material updates, sessions, events, and challenges, that helped to substantially increase productivity across departments using MS SharePoint

Sr. Sales Associate 7 Eleven Calgary, AB May 2018 –August 2018

●Provided prompt, efficient, and courteous customer service with earnest up-selling techniques

●Assisted in maintaining proper inventory levels, closing shift audits, and monthly audits of the store

●Depicted leadership qualities with leading a team of 5 people to meet sales targets in absence of a store leader

●Coached junior staff by apprising company’s policy-adhering practices

●Maintained business-to-business sales for the store to ensure efficient merchandising of products

Volunteer Experience

United Way – Non-Profit Organization Alberta Energy Regulatory Calgary, AB May 2019

●Canvassed to raise money to provide books and school supplies for local schools

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