Vedant Patel
Technical Support Advisor Ii @Concentrix
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WORK HISTORY
Technical Support Advisor Ii @Concentrix
CA
Delivered technical support to over 50 users daily, achieving a 94% first-attempt resolution rate and reducing repeat issues.• Assisted clients by troubleshooting OS, various software, connectivity, and third-party app issues across iOS, macOS environments and accessories.• Collaborated with Tier 2 teams for timely resolution of escalated tickets, maintaining a 95% SLA compliance rate.• Maintained accurate documentation and case loggings in CORE and internal CRM tools, improving team performance by over 35%.• Provided extensive knowledge for SaaS tools, security settings, and user account issues, decreasing incident backlogs by 20%.• Perform troubleshooting techniques over the phone to identify and resolve issues.• Provide remote assistance to end-users to address technical problems.• Maintain updated knowledge of company products and services.
EDUCATION
Seneca Polytechnic
Postgraduate Degree, Information Technology Project Management
Gujarat Technological University (GTU)
Bachelor of Engineering - BE, Computer Engineering
Seneca Polytechnic
Postgraduate Degree, Cybersecurity and Threat Management
ABOUT VEDANT PATEL
With over 4+ years of experience in IT security, I have expertise in network security…
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