Support Specialist Customer
Resume:
Neil Patel
**** *. ******** **. **** ****
Las Vegas, NV. 89103
*********@*******.***
PROFESSIONAL SUMMARY
An analytical, results-oriented professional with more than twenty years of experience in a professional office and information technology environment. A highly organized, self-motivated professional with excellent written and oral communication skills. A team player that is committed to quality, and consistently carries a winning, positive, and spirited attitude. Effectively initiates and implements policies, procedures, and training programs with company goal objectives and profitability as a priority.
JOB OBJECTIVE
To obtain a position in a challenging environment that will allow me to expand upon my experiences and to continue to accumulate knowledge that utilizes team-work effort and enables me to make a positive contribution to the company. TECHNICAL EXPERIENCE
Software/Databases: MS Word, MS Excel, MS Access, MS Publisher, MS Power Point, Oracle Developer, Visio.
Operating Systems: Windows 11/10/8/7/XP/Vista/2000/NT/98/95/, Microsoft Windows Server OS (/2008/2022) and Server Administrative Tools, Dos 6.0-6.5 Networking and Security: TCP/IP, DSL, VOIP, Active Directory PROFESSIONAL EXPERIENCE
Nestle Purina, Saint Louis, MO. SEPT 20 – FEB 22
Digital Analyst/Engineer
• Provided 3rd and 4th level production support for Nestle Purina factories across the country both during office hours as well as off hours.
• Provided leadership in all aspects of security and compliance within applications and system infrastructure for the company.
• Granted higher privileged access on granting roles and access to end users applications and directories.
Neil Patel
6130 W. Flamingo Rd. Unit 3181
Las Vegas, NV. 89103
*********@*******.***
• SME in the mobility space pertaining to the digital transformation that Nestle Purina was undertaking.
• Granted JAMF Admin access and was a key subject matter expert on implementation and direction for the company. Provided guidance and direction to peers and higher ups on the pathway to create a stable and productive infrastructure in regards to our systems and architecture within I.T.
• Please see below under Nestle Purina for more key bullet points for this company that I had provided.
• Worked in an Agile shop as well as Waterfall whenever needed. Worked within ServiceNow to comply with ticketing structure and organization for stakeholders. WASTE MANAGEMENT, Saint Louis, MO. OCT 19 – FEB 20 Lead Technical Analyst
• Troubleshoot and maintain all systems running at Waste Management for St. Louis plus all local sites
• Single point of contact for all end-users that needed assistance for work PCs, printers, and other other networking devices.
• Played a key role in integrating a new network infrastructure when a new circuit was put in place. SDWAN/LAN configurations. Worked in the server room mainly working with Fortigate equipment.
• Assisted in keeping track of all technical pieces of equipment. Inventory maintenance of products and any other technology driven devices for Waste Management. IBM/STATE FARM, southern Illinois district FEB 19 – JUNE 19 IBM Field Technician/Installer (project started Feb 19 and ends June 19)
• Coordinate site installs from state farm agent sites across the southern Illinois and Saint Louis metro east market. The project was largely based on rolling out Windows 2010 (replacing Windows 2008), which included replacement of client workstations.
• Install new workstations and configure their systems to comply with the project needs based on the state farm agent site.
• Run various scripts to perform different system updates and modifications based on users profiles.
• Backup each users profile and run basic diagnostics on old workstations.
• Assist users with their new OS setup.
• Reapply drivers for any peripherals that maybe necessary on site.
• Replacing each sites battery in their UPC backup device - entailed cleaning bringing down and bringing back up each sites network. Retesting the network and system before exiting each site.
Neil Patel
6130 W. Flamingo Rd. Unit 3181
Las Vegas, NV. 89103
*********@*******.***
• Coordinate package pickups with UPS in order to track and inventory all old workstations.
• Manage issues and tickets with the IBM helpdesk as needed. NESTLE PURINA, Saint Louis, MO. JANUARY 14 – OCTOBER 17 Technical Applications Engineer/Systems and Server Administrator
• Assisted in all stages of system and application life-cycle management. Responsible for delivering, releasing, implementing, and supporting software applications throughout testing environments and production facilities while following and enforcing SDLC standards. Collaborate with both internal and external customers who may use Purina products and services.
• Understanding and practicing both the scrum and waterfall methodologies in a development-based environment. Team Foundation server was implemented and used during our agile movement.
• Consulting and working with developers, database administrators, project managers, testers, and product owners to establish a solid plan of action when it comes to delivering projects on time.
• Introduced methodologies and best practices that enhanced product definition, release processes and customization of applications to user needs. Provide environmental and knowledge base support to users of systems and applications.
• Supported a series of server farms in both a pre-prod and production environment. Worked with different APIs, such as IBM Websphere, Tomcat, and web services.
• Delivered server builds with internal applications while working in a desktop server virtualization environment within a Windows server environment. Configured application files to meet project needs and requirements. Analyzing log files and making recommendations on any changes that need to be made to the application configuration and/or property files. Created application/cluster resources in cluster manager to load balance the use of applications in an environment on any particular server. Used Apache Tomcat manager to configure web based applications.
• Provided 3rd and 4th level support for Nestle Purina factories across the country both during office hours as well as off hours. Consult with other I.T professionals in order to accomplish various tasks and troubleshooting techniques to solve an array of issues that may arise. Supported factory floor middle ware (FFMW) servers.
• Assisted in departmental projects both medium level and large scale based.
• Traveled to a variety of factories to assist team(s) in implementing different projects and deliverables.
• Upgrading and maintaining builds/versions of applications in accordance with maintaining test servers in a staging, project, and developmental environments (Oasis 3/Oasis 4). Smoke testing applications as a systems administrator and providing adequate Neil Patel
6130 W. Flamingo Rd. Unit 3181
Las Vegas, NV. 89103
*********@*******.***
documentation for fixes and or configurations that may be needed per environment. Maintained documentation for server builds and application deployment processes.
• Execute deployment plans for distribution of project deliverables to testing environments and production facilities. Ensure deliverables are distributed in a clear, concise and consistent manner. Collaborate with Electrical and Controls, Manufacturing Systems, Database teams and other NPPC business units. Worked under strict time deadlines as priorities were set by management.
• Manage and coordinate application release timelines across various server farms, environments, and factories. Working with developers, project managers, data base and test teams to coordinate new releases of applications builds/versions. Making necessary recommendations on improving the release process and finding gaps where the process may be improved.
• Provide direct guidance and support to the Project Team and Factory IS/IT team. Collaborate with team members to ensure issues are correctly resolved and documented. Create necessary knowledge bases as it becomes applicable. Break-fix resolutions if possible. Report bugs that may be found in code, fixing lines in for application configuration files.
• Project Management Role: Responsible for establishing and implementing Nestle/Purina’s new security compliance standard platform across all functioning environments. Introduced the functionality of KeePass to our Manufacturing Engineering Systems (MES) department while maintaining interactions and training collaboration amongst teams. Set information security strategic direction through presentation trainings, SharePoint, and documentation. Driving IT policies for user management, security, and systems management.
• Administrator security access in active directory and all MES Purina servers.
• Utilized powershell in order to assist in our automation deliverables.
• Assist in internal projects that pertain to our own department’s infrastructure. Analyze and break down projects into product back log items using TFS. Assign and create tasks that will help move our team closer to the project deliverable timeline.
• Attend meetings and workshops with all levels of management and peers in order to help coordinate all functions of daily work assigned.
Technologies: Microsoft Office, MS Word, MS Excel, Outlook, SharePoint, AQT, Active Directory, Dameware, Remote Connections, Windows Server 2008, Cluster Manager, Apache Tomcat, IBM Websphere, Citrix, Powershell, Microsoft Team Foundation Server
QUEST DIAGNOSTICS, Saint Louis, MO. August 13 – January 14 Helpdesk Systems Analyst
Neil Patel
6130 W. Flamingo Rd. Unit 3181
Las Vegas, NV. 89103
*********@*******.***
Responsible for providing first and second level support for all end-users. Troubleshoot and resolve hardware, software and voice/data communication systems issues. Escalate calls and problem tickets when appropriate.
Write concise, informative tickets. Follow up on all tickets in a timely manner and follow through until resolution. Experience using ticketing systems, writing technical support documentation and computer proficiency with hardware and software technologies. Using an in-house tracking system along with spreadsheets to analyze patient data in order to deliver patient results via their mobile device.
Providing technical and customer support for one of Quest’s newest applications named Gazelle. Processing patient drug tests on a backend data base system and supporting Quests main customer database – Care 360.
Technologies: Microsoft Office, MS Word, MS Excel, Outlook WELLPOINT, Saint Louis, MO August 12 – July 13
Provisioning/Security Systems Analyst
• Provisioning a mainframe database requesting different types of accesses for all employees in the company. Communicating with IBM through a back-end secured system in order to work on applications as needed. Worked in both a testing and production environment. Working logged tickets out of an in-house ticketing system. Portraying both written and oral skills in order to communicate via phone and email with our employees and clients while accurately provisioning data on a mainframe database.
• Understanding and meeting the goals of the company in relation to SLA’s. Working on a team that shows and assists in executing processes and policies according to our I.T infrastructure.
• Creating procedural documentation (instruction manuals) in order to assist other analysts. Taking leadership for all activities and tasks assigned. Technologies: Microsoft Office, MS Word, MS Excel, Outlook, SharePoint Express Scripts, Saint Louis, MO July 12 – August 12 (one month contract) Operations Tech
• Hardware and technical support for all employees. Responsible for the day to day performance and operation of both PC and LAN hardware and software.
• Administration support for users such as creating users, and resetting passwords. Using standard IT practices and techniques allowing us to provide accurate, timely, and creative solutions to end-user computer and network problems. Neil Patel
6130 W. Flamingo Rd. Unit 3181
Las Vegas, NV. 89103
*********@*******.***
• Specifically working on a detailed project using desktop tools – Hard drive encryption Project
• Maintained and completed an entire inventory of hardware assets for the company.
• Responsible for troubleshooting and fixing audio/visual equipment. This includes projectors, Crestron systems, Polycomm phones, and Shure microphone systems. Technologies: Microsoft Office, MS Word, MS Excel, Outlook ELSEVIER, Maryland Heights, MO November 11 – January 12 Internet Technical Support Specialist
• Receiving inbound calls from students and professors with technical questions and concerns in relation to Elsevier products, software, and CD-ROMs.
• Maintained an up-to-date data base with common queries and technical issues which may aid in future customer issues.
• Overall internet/desktop troubleshooting in regards to the client’s software (Evolve Management Learning System). Logging calls and customer inquiries into a ticketing system
• Responded to customers inquiries by phone and email. Providing customers with full technical support/troubleshooting for various products, while showing the highest quality of customer service at all times.
Technologies: Microsoft Office, MS Word, MS Excel, Outlook CHROME, Springfield, IL AUGUST 03 – May 11
Network/Tech Administrator/Part-Owner
• Create and edited all forms and documents using Microsoft Office Suite programs, such as Word, Excel, Access, Publisher, and Power Point.
• Analyze trends in the market with coordinated events and projected sales.
• Maintain all computer and technical infrastructure to the venue, including building networks and overall troubleshoot any computer related issues.
• Manage and construed all responsibilities to the venue based upon a concert hall, or a banquet/catering/reception venue. Scheduled and booked all events for the venue.
• Hiring/firing and maintained all HR operations. Showed leadership and responsibility to all my staff. Created new procedures for all staff as needed in order to increase sales and profitability to the venue.
Technologies: Microsoft Office, MS Word, MS Excel, MS Access, MS Publisher, MS Power Point
Neil Patel
6130 W. Flamingo Rd. Unit 3181
Las Vegas, NV. 89103
*********@*******.***
REUTERS AMERICA, INC, St. Louis, MO MAY 03 – July 04 Technical Support Specialist
• Provided level one support for Bridge products and software including Bridge Station, Bridge Channel, RBIT and others.
• Investigated server related problems and functionality.
• Monitored performance and usage trends, software conflicts and issues.
• Assisted end users in troubleshooting software bugs and malfunctions, connectivity issues.
• Prepared work for appropriate resolve groups when lacking the necessary tools to correct the problem.
• Documented resolution processes using Microsoft Office Suite programs, such as Word, Excel, Access, and Power Point.
• Maintained and logged diagnostic procedures.
• Developed batch utilities to expedite and enhance troubleshooting process. Technologies: Microsoft Office, MS Word, MS Excel, MS Access, MS Publisher, MS Power Point
BEST WESTERN CLEARLAKE PLAZA, Springfield, IL MAY 02 – May 03 General Manager
• All management duties, including hiring and firing.
• Used various strategies in regards to competition such as internet comparisons in the current market area, rates, promotions, industry, and activities to increase revenue for the hotel property.
• Manage payroll, and all front desk and housekeeping activities.
• Used Microsoft Office programs to utilize different forms for all areas of business.
• General auditing cut major costs for the business, which led to increased profits.
• Implemented a computer reservation system for the hotel in regards to checking in and out guests, reservations, audit and shift changes.
• Maintaining all stock of hotel items needed.
• Maintaining client and sales through various group bookings and previous guests. Technologies: Microsoft Office, Excel, Power Point Neil Patel
6130 W. Flamingo Rd. Unit 3181
Las Vegas, NV. 89103
*********@*******.***
PEOPLESUPPORT, INC, St. Louis, MO December 00 – December 01 E-Rep
• An E-Rep offers customer care across multiple channels including email, live chat, voice, Voice- over-Internet-Protocol (VOIP), and self-help, with a complete view of customer interactions through the eCRM ticketing platform.
• We provide this service on behalf of our clients by fulfilling the mission of providing "outstanding customer care, 100% of the time" by ensuring a supportive, positive atmosphere for the delivery of People Support's high standards for customer service.
• Technical skills include: troubleshooting network issues, including issues with I.P. addressing, TCP/IP, cookies, overall network issues.
• Troubleshooting computer related issues.
• Providing customers with solutions and guidelines on how to solve their computing problems. Technologies: VOIP, CRM, TCP/IP
EDUCATION
Bachelor of Science in Computer Management Information Systems Southern Illinois University, Edwardsville, IL
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