Poojan Patel
Tech Support Services Analyst- Level 2 @RBC
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WORK HISTORY
Tech Support Services Analyst- Level 2 @RBC
Toronto, ON, CA
Provide Level 2 technical support for enterprise applications and end-user systems, resolving issues beyond initial triage.• Support widely used productivity and collaboration tools, ensuring reliable day-to-day operations for internal users.• Troubleshoot virtual desktop and remote access environments to maintain secure and consistent application access.• Assist with telephony and communication-related issues, coordinating with appropriate support teams when required.• Diagnose and resolve workstation, connectivity, and peripheral issues, collaborating with infrastructure teams as needed.• Maintain clear and accurate incident documentation to support knowledge sharing and continuous service improvement.
EDUCATION
Centennial College
Postgraduate Diploma
Gujarat Technological University (GTU), Ahmedabad
Bachelor's degree
Durham College
Post graduate Diploma
ABOUT POOJAN PATEL
Application Support Specialist with 2+ years of experience resolving software, system-level, and backend issues across SQL-based platforms, Odoo ERP, and cloud environments like Azure and Heroku. Known for a calm, analytical approach, I specialize in maintaining high system uptime and delivering fast, accurate solutions with minimal escalations even under pressure.Previously worked as an Odoo Developer, building custom modules for HR, invoicing, and inventory workflows using Python and PostgreSQL, collaborating cross-functionally to automate processes and migrate teams from legacy systems.What I bring to the table:1. Resolved over technical tickets in ServiceNow with a 95%+ success rate and minimal escalation2. Reduced incident volume by 30% through improved root cause analysis and documentation3. Developed Odoo modules that cut inventory discrepancies by 25%4. Skilled at diagnosing network, database, and backend issues in production environmentsStrengths: Analytical problem-solver, strong communicator, calm under pressure, team collaboratorTechnical Skills: Odoo, SQL, Python, Azure, Heroku, PostgreSQL, Docker, Git, Jira, ServiceNowCurrently seeking opportunities in Application Support or Development within SaaS, FinTech, or enterprise software, where I can combine support expertise and development experience to solve complex problems and enhance system performance.
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