Divyanshu Patel

IT Support Technician @Staples Canada

Vancouver, BC, CA

Delivered front-line support for desktops, laptops, mobile devices, and printers via phone, email, and in-person, achieving a 95% first-contact resolution rate in a high-volume environment.Configured and repaired hardware and peripherals, performed OS updates, data migration, and minor system recoveries, reducing end-user downtime by 30%.Provided cybersecurity guidance and awareness training on phishing, password security, and endpoint protection, lowering security incidents by 25%.Installed, configured, and maintained printers, routers, and peripherals, ensuring 100% operational connectivity for business-critical systems.Assisted customers with tech product selection and support, boosting customer satisfaction scores by 15% through clear communication and consultative guidance.Documented troubleshooting steps and resolutions in line with IT policies, improving team efficiency and knowledge sharing.Thrived in fast-paced environments, consistently meeting SLAs and exceeding performance expectations under time constraints.