IS support service desk

VRUTTI PATEL

Edison NJ, ***** 425-***-**** ady5ts@r.postjobfree.com

EDUCATION

Web Developer Certificate Sept 2021 – Dec 2021

MassBay Community College, Wellesley Hills, MA GPA: 3.60 Bachelor of Engineering in Computer Engineering Graduated: May 2019 Gujarat Technological University, Gujarat, India GPA: 3.32 WORKING EXPERIENCE

Mass General Brigham IS support service desk May 2022 – May 2023

• Collaborate with front line phone support to troubleshoot IT networks, computer applications, computer-related hardware, Printers and mobile devices.

• Efficient and extensive use of Call Center tool (ServiceNow) and knowledge base (KB) documentation to provide resolution to customer problems and issues. Effectively work independently with little or no direct supervision.

• Perform logical steps to resolve the event through utilization of tools, skills, and analyst's expertise. Documented all actions and results used to troubleshoot and resolve the event in the event management software (ServiceNow).

• Prompt escalation of issue by generating tickets to the appropriate group when issue not resolved.

• Encrypt mobile devices such as Androids, iPads, iPhone, Mac, Windows to allow system/application access.

• Maintain up-to-date knowledge level in firm standard computer hardware, software, and technical processes.

• Cross-train and provide backup support to teammates with other areas of expertise such as group allocation, document identification from knowledge base.

• Assist teammates within the Contact Center helpdesk as well as other regional helpdesks as needed.

• Experience in mapping Network drives.

• Experience in working with Citrix, ServiceNow, office 365 utilities, active directory, Splunk, office 365 apps, Microsoft apps, Adobe, SCCM NE1 Remote Control-RC, Personnel Authorization system (PAS), Privileged Local Administrator Service (PLAS), Local Administrator Password Solution (LAPS).

• Timely follow up on technical help tickets submitted via phone, email.

• Research questions using available information resources to resolve user issue. Market Basket Cashier/Customer Service March 2022 – May 2022

• Operated cash register with high accuracy and speed to process customer transaction and maintain cash drawer.

• Assist others within the customer service desk as well as other regional area as needed.

• Balanced transactions at the end-of-the-day for cash reconciliation and inventory management purpose.

• Performed all checkout procedures quickly and accurately each time, while promoting other store offers.

• Assist customer to resolve purchase/return product related issue Amazon fulfillment center Associate Jan 2021 – May 2022

Use technology like computers, smartphones, manage apps, and scan bar codes

Supervised and managed newly hired employees in company by assigning task and work related to labeling.

Edutech Infotech Android Developer Intern June 2018 - April 2019

Implemented Android mobile app in Java as well as Android Studio utilizing 3rdparty.

Created application layout and the user interface is defined in XML files.

Design, develop, and execute Android mobile applications in Java and XML.

Experienced with fragments, list views, and view pager.

Identified and eliminated application bugs to improve user experience.

Utilized programming capabilities in Android and other libraries as needed. PROJECT

Taste of India (HTML, CSS, IntelliJ, Bootstrap, node.js, JAVA script)

• Worked across the software development life cycle to gather requirements and build and maintain the code.

• Creating interactive prototypes using HTML5, CSS3, JavaScript front-end code from a combination of wireframes, visual designs, and design standards.

• Implemented new features of CSS3 in the application such as Pagination, Box Sizing, Transitions, etc. for styling the classes.

• Created forms and sessions to store the user data and provide dynamic views based on the users.

• Designed user-friendly navigation for displaying various sections of data using jQuery, CSS, and bootstrap.

• Used Bootstrap framework and Media Queries for developing customizable and Responsive Web Design for compatibility with different platforms and screen sizes.

• Reviews designs and features as presented by the faculty.

• Develops content and style guidelines.

• Develop project concepts and maintain optimal workflow. University Student Bridge (HTML, Android Studio, JAVA, Android UI, MySQL)

• Developing Android app using Android Studio.

• Involved in designing, developing and testing of the application.

• Designed, developed and documented the software design using UML.

• Implemented Shared Preferences.

• Developed the front-end using HTML, XML.

COMPUTER SKILLS

Technologies: HTML, CSS, XML, Java, Bootstrap, node.js, JavaScript, Angular Database: MySQL

Tools: Android SDK, Android ADT, Nginx, GitHub, Service now, Office 365 utilities, Postman Software Methodologies: Agile

Software Patterns: MVC model

Web Services: REST full

Editor: Android Studio, Visual Studio, Eclipse, IntelliJ, Net Beans, MS Office, Notepad++

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