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Happy Patel
Technical Support Consultant @Virgin Media
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WORK HISTORY
Technical Support Consultant @Virgin Media
Support 40+ customers per shift by advising on broadband speeds, TV configurations, mobile plans, and device compatibility based on usage requirements. Troubleshot 20–30 in-store technical issues daily, including connectivity errors, SIM activation failures, device pairing, and service provisioning issues. Create and manage 10–15 technical service tickets per week, coordinating with backend NOC and engineering teams to ensure SLA-aligned resolution. Act as a single point of coordination between sales advisors, technical teams, and customer care, reducing issue handoff delays and repeat visits. Manage inventory of SIM cards, routers, TV boxes, multi-room devices, and premium channel add-ons, maintaining accurate stock records and audits. Assist store leadership with shift scheduling, task allocation, escalations, and daily operational planning to maintain smooth store operations. Deliver high-quality customer interactions through clear explanations, proactive follow-ups, and technical guidance, handling 5–8 escalations weekly. Apply business analytics concepts to analyze recurring issues, identify root causes, and support data-driven decisions for service improvement.
EDUCATION
Datatrained
Data analysis, Machine learning
MIT Arts, Commerce & Science College ( MITACSC )
Bsc engineering, Petroleum Engineering
Dublin Business School
Master of Science, Business Analytics
MIT ADT University
Bachelor of Science, Analytical Science
Dublin Business School
Master of science in Business analytics, Information Technology
Mahadev
Postgraduate Degree, Data Science
ABOUT HAPPY PATEL
A passionate and results-driven Technical Analyst with 4+ years of hands-on experience in IT support, integration, and incident management at top firms like Tech Mahindra, Lowe’s, and Mphasis. I’ve developed deep expertise in tools like Zendesk, Salesforce, JIRA, Citrix, and VMware—resolving complex Tier 2 and 3 technical issues with precision.Currently pursuing my MSc in Business Analytics at Dublin Business School, I’m expanding my skill set into the world of data and business strategy to bridge the gap between technical solutions and data-driven decision-making. My goal is to leverage my hybrid expertise in tech and analytics to drive smarter, scalable solutions for global businesses.Work Permit: Fully eligible to work in Ireland.Open to: Internships | Graduate Roles | Junior Business/Data Analyst Positions| technical support engineer.
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