Mitul Patel: Customer Support/Help Desk Represenetative in Scarborough, ON

Over Five years of work experience as a Help Desk. Provided 1st & 2nd level technical support for global IT infrastructure supporting 100+ users in resolving diverse hardware and software issues to employees throughout the U.S. and overseas. Ensured quick resolution of user concerns and escalated more complicated support issues to senior help-desk representatives and field service engineers. Challenged to provide timely resolutions to support mission-critical-applications users. Monitored, diagnosed, and resolved issues with hardware, software, network connectivity, operating systems, and the internal proprietary applications. Provided chat, email and remote desktop service to internal and contracted user groups. Tracked and addressed trended issues, and planned long-term resolution strategies for chronic problems.