Vivek Patel
Technical Support Advisor @Concentrix
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WORK HISTORY
Technical Support Advisor @Concentrix
Toronto, ON, CA
Demonstrated problem-solving skills including identification of issues, obstacles and opportunities and development and implementation of effective solutions. Troubleshoot daily IT desktop client issues, supporting multiple departments and various offices. Maintained records, logs and lifecycle documentation of work requests. Reviewed current hardware and software configurations and recommended modifications to increase system speed. Processed customer account changes using IBM call center. Answered 40+ inbound calls per day and directed to designated individuals or departments. Set up and activated customer accounts to maintain QA satisfaction levels. Assisted online users via live chat, web conference and phone to resolve issues using Bomgar Software. Analyzing various issues with telecommunication equipment or devices and associated desktop software. Proactively find the internet issues, device contingency plan and set customer expectations. Created new accounts, reset passwords and configured access to servers and file management software for users. Software tools used: Avaya, Bomgar, Safeview
EDUCATION
Lakehead University
Master's degree
VADODARA INSTITUTE OF ENGG., KOTAMBI, WAGHODIYA 080
Bachelor's degree
ABOUT VIVEK PATEL
Qualified professional holding a Master\'s degree in Computer Science. IT Service Desk person with 3+ years of inside and field experience analyzing and solving challenging IT issues. Relentless troubleshooter with persistence and customer service orientation to leave no service problem unsolved. Ambitious go-to person with innate ability to thrive under pressure and empathize with and support stressed-out clients. Passionate about helping businesses succeed.
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