Technical Support & IT Help Desk Analyst resume

HARSHIL PANCHAL

TECHNICAL SUPPORT BUSINESS ANALYST IT HELP DESK

*******.****@*****.*** 647-***-**** Toronto, ON in www.linkedin.com/in/pharshil/

SUMMARY

Reliable and empathetic Technical Support and Customer Service Representative with proven experience of

over 3 years combined in troubleshooting, customer engagement, and issue resolution. Adept at providing

support via phone, email, and chat using tools like Salesforce, Jira, and ServiceNow. Skilled at simplifying

technical issues for non-technical users, maintaining strong documentation, and delivering service with

professionalism and care. Committed to creating positive customer experiences in a fast-paced remote

environment.

TECHNICAL SKILLS

• IT Support: Incident Management, Tier 1 Support, Remote & Onsite Support, Case Escalation

• Technologies: Windows 10/11, Office 365, POS Systems, VPN, Wi-Fi, Printers, Smartphones

• Tools: Salesforce, Jira, ServiceNow, Confluence, Slack, Outlook, AWS, SCCM basics

• Documentation: Technical SOPs, Knowledge Base Updates, Troubleshooting Guides

• Soft Skills: Communication, Team Collaboration, Problem Solving, Detail-Oriented

PROFESSIONAL EXPERIENCE

Paymentus – Customer Service Representative; Richmond Hill, ON

May 2025 – Present

• Provided high-quality technical and customer service support via phone and email, addressing client concerns

with accuracy and professionalism.

• Handled customer cases using Salesforce and ensured timely updates to both clients and internal teams.

• Collaborated with internal tech teams by escalating tickets through Jira and documenting troubleshooting steps

in Confluence.

• Assisted customers with account access, billing inquiries, and technical navigation of the payment platform.

Pizza Pizza – Customer Service Representative; Scarborough & Markham, ON

September 2022 – Present

• Maintained detailed documentation of daily operations, including shift reports and inventory records to

ensure accurate tracking.

• Assisted with office administrative tasks such as scheduling, communication with management, and

preparing operational reports.

• Handled customer inquiries and resolved issues professionally, ensuring excellent service delivery during

shifts.

Exciller Group – Business Analyst (Freelancer); Ahmedabad, India

Jan 2021 – Jan 2022

• Provided Tier 1 desktop support for internal users, resolving hardware, software, and basic network issues

both remotely and onsite.

• Installed, configured, and maintained Windows 10 workstations, printers, and office equipment to ensure

optimal performance.

• Supported VPN setup and troubleshooting for remote users, ensuring secure access to internal systems.

• Managed user account provisioning, password resets, and access control using Active Directory protocols.

• Documented recurring technical issues and solutions to improve knowledge base and streamline support

processes.

CERTIFICATIONS:

• IT Service Desk: Service Management

• ITIL Foundation

• Cisco – Network Technician (In progress)

EDUCATION:

Seneca College Business Marketing Toronto, ON, 2024

Gujarat University Bachelor’s in Computer Application (2 Years) Ahmedabad, INDIA, 2022

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