Pinal Patel

Dedicated and results-driven IT professional with a passion for providing exemplary technical support and ensuring the seamless operation of critical systems. Seeking a challenging role as a Senior Technical Support Specialist or System Administrator to leverage my technical expertise, problem-solving abilities, and commitment to customer satisfaction. My goal is to contribute to an organization's success by optimizing IT infrastructure, resolving complex issues, and enhancing overall system performance while continuously expanding my knowledge and skills in the dynamic field of information technology.

• Managed the Service Desk Team, overseeing resource allocation, attendance, and the effective achievement of Key Performance Indicators (KPIs). 
• Utilized the SolarWinds ticketing system to assign and manage tickets, distributing them to the IT team, Business Analysis team, Quality Assurance team, and Development teams as per the ticket requirements. 
• Provided specific guidance to customer desk team members to address specific customer needs and assigned tickets to appropriate teams. 
• Designed and implemented intra and inter-teamwork processes to enhance productivity and communication, monitoring service delivery to identify and rectify areas of improvement. 
• Administered front-line desk assistance to customers for inquiries beyond the knowledge of help desk team members, showcasing expertise in providing satisfactory explanations and solutions to gain customer confidence. 
• Implemented crisis management measures to control customer problem and complaint escalation. 
• Organized and facilitated training sessions for team members, ensuring they stayed updated on the latest best practices for handling help desk-related issues. 
• Fostered a collaborative and cohesive working environment among help desk team members to improve overall performance. 
• Developed and implemented strategies for issue resolution, ensuring a backup plan for addressing issues when primary strategies were not effective. 
• Ensured that all customer cases were responded to within the Service Level Agreement (SLA) timeframes and in a professional manner. 
• Utilized Azure Active Directory and implemented Single Sign-On (SSO) to streamline access to various applications. 
• Managed the organization's Active Directory infrastructure, including user accounts ,groups, and permissions, maintaining system security and compliance. 
• Collaborated closely with the Security team to test and deploy patches/updates using Intune and Manage Engine Patch Manager Plus. 
• Conducted troubleshooting for issues and outages, demonstrating proficiency in databases, LAN, WAN, and patch management. 
• Proactively updated hardware and software assets to prevent downtime and zero-day exploits. 
• Deployed anti-virus solutions across the organization's network to protect againstmalicious threats. 
• Conducted regular maintenance of servers, workstations and other IT equipment tomaintain optimal performance. 
• Performed data backups and disaster recovery operations. 
• Train people in computer system use. 
• Performed routine network startup and shutdown procedures and maintained controlrecords. 
• Researched new technologies by attending seminars, reading trade articles, or taking classes.
• Coordinated with vendors and company personnel to facilitate purchases

July 2017

Diploma in Computer Networking and Technical Support