Nidhi Patel

Dedicated and customer-focused Deskside Support Technician with over 3 years of experience providing Level 1 and Level 2 technical support in enterprise environments. Skilled in diagnosing and resolving hardware, software, network, and peripheral issues while delivering excellent customer service. Experienced with Windows operating systems, Microsoft 365, Active Directory, SCCM, Azure AD, and ITSM ticketing systems.

Proven ability to prioritize multiple support requests and maintain high customer satisfaction.

Deskside Support Technician - Chubb Fire & Security - Mississauga, ON

(2023-11)

Provide Level 1 and Level 2 technical support for more than 600 end users.

• Troubleshoot hardware, software, printer, network, and mobile device issues.
• Install, configure, and maintain Windows desktops and laptops.
• Create and manage user accounts using Active Directory and Microsoft 365.
• Deploy computers and software using SCCM and Microsoft Intune.
• Resolve incidents through ServiceNow while consistently meeting SLA targets.
• Support Microsoft Teams, Outlook, VPN connectivity, and remote users.
• Replace hardware components including SSDs, RAM, monitors, docking stations, and peripherals.
• Maintain accurate inventory and asset records.

Deskside Support Technician - Carrier Commercial Service - Mississauga, ON

(2021-06 - 2023-11)

• Provided onsite and remote technical support for desktop, laptop, printer, and peripheral issues.
• Diagnosed and resolved Windows operating system and software-related incidents.
• Installed, configured, and upgraded computer hardware and software.
• Supported Microsoft 365 applications including Outlook, Teams, and Office.
• Managed user accounts, password resets, and group memberships using Active Directory.
• Responded to service requests while meeting established SLA targets.
• Configured and deployed new desktops and laptops for employees.
• Escalated complex issues to higher-level support teams when necessary.
• Maintained accurate documentation within the ticketing system.
• Delivered excellent customer service to end users across multiple departments.

Customer Support Representative - Husky - Bolton, ON

(2019-04 - 2021-05)

• Responded to customer inquiries via phone, email, and live chat in a professional and timely manner.
• Assisted customers with product information, billing inquiries, and technical issues.
• Processed orders, returns, refunds, and account updates accurately.
• Worked collaboratively with team members to improve service quality.

Bachelor of Computer Application - Computer Application - SNDT University Gujarat (2014-10)