Jay Bhatt
IT Support Specialist
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About
A detail-oriented and customer-focused IT Support Specialist with 10 + years of experience providing technical assistance, troubleshooting hardware/software issues, and maintaining IT infrastructure. Skilled in diagnosing problems quickly, implementing effective solutions, and ensuring minimal system downtime.
Experience
PC Technical Support Associate - Walmart Support Center (SSC)
(2023-01)
- Provide Tier 1 and Tier 2 technical support for 2,000+ end users, resolving hardware, software, network, and peripheral issues across Windows and mobile environments.
- Install, configure, and troubleshoot desktops, laptops, printers, VPNs, and collaboration tools to ensure seamless employee productivity.
- Manage 50+ daily service tickets in ServiceNow, achieving a 98% first-time resolution rate and consistently exceeding SLA targets.
- Collaborating with technical lead to test and deploy new tools, updates, and enterprise software across departments.
- Develop and maintain user guides, process documentation, and knowledge base articles to improve support efficiency and onboarding.
- Perform system imaging, device provisioning, and data backups for onboarding/offboarding and internal transfers.
Operations & IT Support Engineer - Star Employment
(2022-07 - 2022-12)
- Administered and supported email systems, printer configurations, and biometric time-tracking devices.
- Delivered end-to-end troubleshooting for access control systems, PBX telephony, and network devices.
- Managed Outlook–Google Workspace integrations and ensured seamless data migration.
- Closed 23–30 support tickets daily while maintaining asset inventory and technical documentation.
IT Field Technician (Elections Ontario Project) - MBI IT Services
(2022-04 - 2022-06)
- Deployed and supported IT infrastructure across multiple Election Ontario polling sites.
- Provided on-site desktop and network troubleshooting under strict time constraints.
- Handled emergency laptop imaging, connectivity issues, and system readiness checks across sites.
Customer Service Representative & Cash Manager - Esso Circle K Gas Station
(2020-11 - 2022-03)
- Managed POS transactions, cash reconciliation, and daily bank deposits.
- Ensured compliance with lottery and alcohol sale regulations, including ID verification.
- Maintained store safety, hygiene, and operational standards.
Counsellor & Customer Support Representative - Accident Support Service International Ltd.
(2018-05 - 2020-10)
- Processed accident data and documentation for police and insurance agencies.
- Verified documents, uploaded photographs, and prepared official collision reports.
- Assisted visitors and managed case intake via internal systems.
IT Manager - The Bhagyodaya Co-op Bank Ltd.
(2010-06 - 2018-03)
- Administered Core Banking Systems (CBS) include upgrades, patches, and customizations.
- Drafted IT policies, DR (Disaster Recovery) plans, and procedural manuals.
- Integrated CBS with third-party financial applications and managed data reporting tools.
- Supervised ATM and messaging infrastructure, vendor relations, and IT procurement.
Education
Big Data Analyst Certification - Data Analysis - College of Business Science and Technology, Ontario, Canada (2021-05)
M.Sc.
- Information Technology - Kadi Sarva Vishwavidyalaya, Gandhinagar, India (2010-05)
Bachelor of Computer Application (B.C.A.) - Computer Applications - Navgujarat College, Ahmedabad, India (2008-06)
