Priyank Patel

Desktop and Site Support Engineer @TP

Waterloo, ON, CA

Successfully resolved over 90% of customer tech issues within the first contact exceeding the company’s target of 90% and maintain customer service and provide timely resolution.Providing system audits, including user access controls, and guidance to check vulnerability assessments.Developing and implementing new system installation, upgrade and migration with network, system, security team and ensuing the best practice.Providing applications and computer training to new users and doing onboard and offboard in Entra ID.Respond promptly to change request, service requests, and incidents tickets, security tickets in ServiceNow and in alignment with KPI metrics while meeting establish Service Level Agreement.Maintain, backup, update, test, system log and OS patch management and deployed for Mac, windows 10/11, network, VDIs, in JAMF Pro, Microsoft Intune, CyberArk, Citrix, MCM.Troubleshooting for hardware, software, VPN issue.Implementation of new hardware, software, procuring, tracking and decommissioning and maintaining asset inventory.Monitoring servers, network, system performance and doing back-ups and disaster recovery.Probing, investigating, analyzing and solving user inquiries for technical issue and developing action plan.

Veer Narmad South Gujarat University, Surat

Bachor’s in Computer Application

Conestoga College

Post Graduate