Customer Service Desk Analyst

Profile

• Highly skilled and accomplished IT Support Engineer with 10 years of diverse experience across multiple companies. Enthusiastic IT Support Engineer polished in optimizing systems to address dynamic needs, improve collaboration, and strengthen security.

• Adept at providing exceptional technical assistance to end-users, resolving complex issues efficiently, and ensuring seamless IT operations.

• Exceptional problem-solving, communication, and customer service skills, making me a valuable asset to any organization. Proactive at heading off issues in operations, workflow, and production by uncovering trends affecting business success.

Professional Experience

Analyst, Tata Consultancy Services (April 2021 till Present)

• Respond to incoming support requests via phone, email, or ticketing system in a timely and professional manner.

• Diagnose and troubleshoot technical issues related to hardware, software, network, and applications.

• Adding, Removing, Granting access to the user in Active Directory.

• Escalate complex issues to appropriate IT teams(L2/L3) for further investigation and resolution.

• Experience troubleshooting remote access vpn solutions

• Proficiently use remote support tools and technologies to access and troubleshoot end-users systems

• Providing support to mobility platform (iOS, Android etc.). and also provide support for Mobile Device Management.

• Fair knowledge and experience of Windows OS, AD, Azure AD, ECI, and Lansweeper.

• Providing Support to Microsoft Office 365(Outlook, Excel, Word, Teams) platforms

• Follow ITIL best practices and processes for incident management, problem management, and change management.

• Follow-up & and closing all resolved incidents and requests.

• Experience of troubleshooting computer hardware

• Onboarding and Offboarding of users.

Service Desk Analyst, Tech MBS (March 2020 till March 2021)

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• Engaged in user support interactions via telephone, chat, and email platforms.

• Used ticketing systems to manage and process support actions and requests.

• Performed password administration and access support for Active Directory and PeopleSoft.

• Creation and deletion of users from the application like Sprint, RJ, and PeopleSoft.

• Follow-up & and closing all resolved incidents and requests.

• Activate/deactivate voicemail from the user’s mobile number and Blacklist/Un-blacklist the IMEI number. Office 365 Engineer, Wipro Ltd (December 2018 till March 2020)

• Responded to work requests within the Remote environment for service and incidents in the company ticketing system through completion.

• Installation, configuration, and support of Microsoft Office 365 on various platforms.

• Provided front-line administrator and end-user support for multiple clients.

• Provided phone and remote troubleshooting support.

• Ensuring Customer satisfaction (CSAT) is at or above departmental standards.

• Resolved issues and escalated problems with knowledgeable support and quality service.

• Troubleshoot and customize Office 365 applications including Word, Excel, One Note, Outlook, and PowerPoint. Bhavesh Patel

Mobile no: +918*********/ +919*********.

Address: -C-1303 Harsh Niketan CHS Sant Mirabai Road Ghartan Pada 2. Dahisar (East) Mumbai 400068

Email: **.**************@*****.***

LinkedIn: - https://www.linkedin.com/in/bhavesh-patel-21802562/ Service Desk Analyst, Rustomjee (April 2018 till August 2018)

• Managed onboarding and offboarding of employees.

• Installed and configured network printers and other peripheral devices.

• Monitor server and data backup of the software used daily.

• Responsible for resolving hardware and software issues for all assets.

• Performed troubleshooting to isolate and diagnose common system problems. Consultant for DELL, Sutherland Global Service Pvt Ltd. (March 2015 till March 2018)

• Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.

• Supported large small and medium business customers via inbound technical support calls

• Responsible for providing diagnostic technical support of desktops, portables, peripherals, and software telephonically.

• Answering call for all Dell Products and maintaining an AHT of 18 Minutes and keeping Quality Scores to the best.

• Applying diagnostic techniques to identify problems investigate causes and recommend solutions to correct failures.

• Documents problems in the support solution database for diagnostics and solution implementation.

• Identifying research and providing input on unique or recurring customer problems.

• Was allowed to mentor OJT (On Job Trainees) and newly added members of my team and selective associates from the production floor.

Automation Engineer, A D Automation (Jan 2013 till Feb 2015)

• Worked closely with semiconductor arrays and regulated environments.

• Repair the faulty AC and DC Drive make it function properly and send it back to the Client.

• Tested, automated, and whitelisted software to be used in secure environments.

• Troubleshot, fixed, and improved electrical controls.

• Worked closely with semiconductor arrays and regulated environments. Academics

Degree: Electronics & Telecommunication (2012)

Institute Gangamai College of Engineering, (Maharashtra) Percentage: 60.86 %

Degree: Electronics & Telecommunication (2008)

Institute/College: Muchhala Polytechnic

Percentage: 60.96%

Degree: Higher Secondary Education (2005)

Institute: Rizvi College of Arts, Science & Commerce Percentage: 50.33%

Degree: Secondary School Education (2003)

Institute: St Mary’s High School, Mumbai

Percentage: 55.06%

Achievements

• Was awarded the best performer for customer performance for the Q1FY17,Q1FY18, Q2FY18, Q3FY18 And Top Performer For April And June 2017.

• Managed a team of 20 members during OJT while working in Dell Technical Support.

• Achieved Best Performer of the Q1FY17, Q1FY18, Q2FY18, Q3FY18, And Top Performer For April And June 2017 by meeting all KRA with accuracy and efficiency.

• Was promoted from Technical Consultant to Resolution Expert in 12 months

• Was given the best performer in my current organization for getting the maximum number of CSATs. Skills and Qualities

• Ability to rapidly build relationships and set up trust.

• Quick Learner, Confident & Determined.

• Optimistic and Positive Attitude.

• Effective communication, customer-focused, problem-solving, multitasking.

• Teamwork and Willingness to learn.

• Excellent customer service skills.

• Thinking skills and Resilience.

• Flexibility and adaptability

Technical Skills

• Installation of Cisco VPN, Global Protect, CAPIQ, CAPIQ Pro, Macabacus, Dealcloud Adobe Acrobat, Zoom, Teams,

• Ticketing tools: Sibel for Chat, Service Now, BMC Remedy 9.1, Rave.

• Office 0365(Word, Excel, PowerPoint)

• Remote tool: Dell Support assist, Log me in, Ammy Admin, Any Desk, Team viewer.

• Operating System: Windows 7, 8,8.1,10, Mac OS.

Personal Details

• DOB: 3rd September 1987

• Location: Mumbai, Dahisar.

• Marital Status: Married.

Declaration

I hereby declare that the information furnished above is true to the best of my knowledge. Place: Mumbai

Bhavesh Patel

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