Dhruv Patel
Support Engineer @Unily
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WORK HISTORY
Support Engineer @Unily
New York, NY, US
Enhanced system reliability by implementing proactive monitoring tools, reducing incident response times by 35%, and ensuring adherence to service level agreements.• Streamlined incident and service request management processes using ITIL practices, resulting in a 50% increase in resolution efficiency and improved customer satisfaction scores.• Monitored and maintained system performance to proactively address potential issues and ensure optimal functionality.• Maintained and updated knowledge base articles and internal documentation to improve team efficiency and reduce repetitive issues.• Utilized SQL, HTML, and Azure DevOps to effectively resolve incidents, optimizing troubleshooting processes, and ensuring quick recovery of services while enhancing system stability and performance.
ABOUT DHRUV PATEL
Obtaining my Masters of Science for Information Technology/Cybersecurity at Florida…
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