Hello! I'm Pratik
Perceptive Systems Analyst adept at designing innovative IT solutions and enhancing existing systems with new features. Committed to improving business productivity and efficiency. Specialize in applying technical expertise to develop insightful solutions applicable to current business practices.
Pratik Patel
IT Support & System Analyst
Phone:
001-306-209-0129
Email:
Address:
Regina, Saskatchewan
Canada
EXPERIENCE
May 2019 - Present
TD Greystone Asset Management
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Responsible for tasks of hardware replacement, Windows and Non Windows Software upgrades and other applications planned rollouts.
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Replacing Laptops , Desktops and Developer Machines from Windows 7 to Windows 10 and respond to urgent situations where a technical solution is required.
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Helpdesk Support to internal users for windows login credentials and related account / permission setup
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Rolling out change management from Greystone infrastructure with tune in to TD IT Infra.
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Identify problematic resources having issue with windows 10 and suggesting reliable solutions to stake holders for smooth business.
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Remote Support to Users at Toronto and Winnipeg location for basic troubleshooting for Laptops, Desktops or Mobile devices.
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Extended support for Cisco IP Phone, Polycom Video Conferencing, Blue jeans and related meetings.
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Ensuring Customer satisfaction to get issue resolved at very first time.
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Providing support for Office 365 admin center and SharePoint.
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Sound Understanding of Citrix Receiver for Virtual Desktop Access with token file passcode.
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Dealing with vendors like ISM, WBM, CGI for Printer, Internet, Office365, SaskTel etc. with respective troubleshooting.
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Understanding of Retail banking application for level 2 break fix.
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Supporting users requested through telephone, Email and Ticketing Systems.
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Tier 2 Support for Lenovo, Microsoft Surface, Cisco Phone, Android and IOs hardware and applications.
Sep 2017 - Apr 2019
Xerox Canada Ltd.
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Certified Technician for Xerox Phaser family printers, Work Center 72xx, 73xx, 76xx, 78xx, 79xx, Alta link and Versa link.
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Compatible in trouble shooting with Microsoft Office, Word, Excel, PowerPoint, Outlook.
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Supported specific offices as well as delivered expert service at clients' offices for Windows 7, Windows 8 & Windows 10.
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Maintained accurate and detailed logs within the established ticketing system for customer calls and system alerts, as well as for communication and escalation steps taken to ensure prompt resolution of the help desk facility, network and customer related issues.
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For Each Service call, check for latest and compatible software version and install to printer with customized feature.
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Creating image file for each printer for backup and restore it when required.
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Communicated with customers, employees and other individuals to answer questions disseminate or explain information for 1st level hardware or software related problem fix.
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Visited clients on-site, assisted them to get the very best from their Desktops, printers, scanners, and imaging products by resolving technical issues.
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Utilized software tools and application to create and restore backup files for scanner, printers, Network devices, and xerox related peripherals.
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Everyday task for accepting new calls, track logs and report on site as per ETA, keeps customer updated for service call status after each service calls.
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Can easily handle frustrated users having dissatisfaction with existing nature of problem and proven customer service skills by making the things working as per user’s satisfaction.
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Clearly communicated issues involving estimated time of task completion, status updates and potential problems, assisting technical issues to users in easy to understand manner.
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Installed and maintained company's IT inventory, adding items to inventory and updating reports for each peripheral.
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Achieved 85% high first call resolution monthly and over 90% customer satisfaction rate throughout a year
June 2014 to May 2017
VIBGYOR Group of International Schools, Mumbai, India
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Demonstrated strong organizational skills through evaluating and prioritizing end-user issues to minimize interruptions and maximize response times.
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Provided technical assistance to customers on inbound telephone tech service calls, make user updated after each service call for status.
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Provided enterprise wide first level technical support for all IT requests with high call volume.
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Used remote access to perform troubleshooting when needed.
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Walked customers through step-by-step process for troubleshooting hardware and windows operating system related issues.
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Good problem-solving skills for troubleshooting problems for Printers, Desktops, Laptops, Android Tablets, etc. and assisting user to get it familiar with new feature.
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Troubleshoot in Exchange 2010/Outlook 2010/Outlook 2007 / Gmail For Work mailbox.
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Certified IT support technician for windows Server, windows Desktop, Network Switches, Software for Network Switches, Antivirus Software, Firewall Software, and standard networking infrastructure.
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Proven knowledge of IP V4, DNS, DHCP and IP routing for different classified user groups.
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Industry standard knowledge of network infrastructure of LAN diversity like 100MBPS, Gigabit LAN in tune with Network flow compatibility with existing Switches and Routers.
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Comfortable with replacing faulty hardware item and replacement of hardware for Desktop, laptop, Printer, Network Switches etc.
EDUCATION
March 2010
MCSC - IT Support Professional
WIN 2000/XP/NT/Vista/WIN 7/WIN 8.1/Windows 10, Server2003,Server 2008,Server 2012, Citrix, Cisco VPN ,VM Ware, Active Directory, Group Policy, Remote Desktop.
CLIENT SITE SUPPORT FOR
SKILLS
Network/ Hardware:
Desktops , laptops, Printers, Wireless & LAN Driver, Switch, LAN/WAN, Wireless & network protocols including TCP/IP, DNS, Firewall, VoIP phones &
Ticketing Systems:
BMC Remedy ITSM, BMC Remedy Magic, Manage Engine, Service Now and Many
Operating System:
WIN 2000/XP/NT/Vista/WIN 7/WIN 8.1/Windows 10, Server2003,Server 2008,Server 2012, Citrix, Cisco VPN ,VM Ware, Active Directory, Group Policy, Remote Desktop.
Academics:
MCSA/ A+/Network+/MS Office essentials, Office 365, Open office, ITIL – Trained, Windows 7, windows 10 , Operational Support & Analysis.
Software:
MS Office XP/2003/2007/2010/2013, Office 365, web browsers, Remedy Incident and change management system, antivirus, Creating Images for each different Desktop/ laptop and restore when required.