Technical Support Advisor II & Troubleshooter

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PAYAL PATEL

*************@*****.*** 548-***-**** https://www.linkedin.com/in/payalpatel7007/ Detail-oriented Technical Support Advisor II with experience in hardware and software troubleshooting, data- mapping, and web development. Proven expertise in resolving complex technical issues within SLA timelines and documenting system behaviors.

Technical Skills

Languages: XML, SQL (MS SQL), Java, Kotlin, Swift, Vue, JavaScript, .NET (ASP.NET MVC). Frameworks & Tools: SharePoint, Git, CI/CD, JIRA, DevOps, Microsoft Azure, WordPress Backend, Salesforce/CRM, Microsoft Office, Teams, and Active Directory. Competencies: Data Mapping, Root-cause Analysis, Technical Documentation, UI/UX Foundations. Work Experience

Advisor II, Technical Support, Concentrix (Hamilton, ON, CA) March 2025- March 2026 Managed high-volume, complex technical support for the iOS and macOS ecosystems, resolving advanced root-cause analysis to resolve software logic and data-mapping issues. Resolved 25+ complex iOS/macOS support tickets daily within SLA, maintaining 90% CSAT. Collaborated with software engineering teams by identifying recurring usability patterns and documenting system bugs to drive continuous product improvements. Shift Manager, Burger King (Kitchener, ON, CA) November 2021- March 2025 Utilized POS systems and Inventory Management software to analyze data trends and generate restock reports.

Managed high-pressure operations, demonstrating strong triage and prioritization skills. Early Career Experience

Infinity Innovations, Junior Web Engineer Intern

Cloud Web Technologies, Android Application Developer Certifications

• CompTIA A+ by IBM- Core1: Hardware and Network Troubleshooting: https://www.credly.com/badges/f06b4fde-e016-4762-9a65-0600045935ad/public_url

• CompTIA A+ by IBM- Core 2: OS, Software, Security, and Operational Procedures: https://www.credly.com/badges/df78ef46-8f1b-46d5-af26-18046c00ca89/public_url

• Foundations of UX Design by Google: https://coursera.org/share/4c0403585889c1fab4a5d8fbdfb92d51

• Programming Fundamentals in Kotlin by Meta:

https://coursera.org/share/5180e815c3a65563653da70f219a74e8 Education

Conestoga College, Post-graduate in Mobile Solutions Development (2022) MBIT, Bachelor of Computer Engineering (2019)

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