Chetan Patel Email & Phone Number

Montreal, Quebec, Canada

Pointe-Claire, Qc

• Design and configure field service management application to meet customers business requirements and needs.• Troubleshoot end-user application challenges as needed and develop workarounds for complex problems in a fast-paced and dynamic environment as needed.• Provide support during the installation of the software along with configuration of the application functionality to meet client's business objectives.• Provide technical support and training to the client in addition to… Show more • Design and configure field service management application to meet customers business requirements and needs.• Troubleshoot end-user application challenges as needed and develop workarounds for complex problems in a fast-paced and dynamic environment as needed.• Provide support during the installation of the software along with configuration of the application functionality to meet client's business objectives.• Provide technical support and training to the client in addition to on-site support during the testing and go-live phases to ensure a successful deployment throughout the implementation phase.• Setup and test integration between internal and external systems.• Configuring optimization goals and objectives regarding scheduling and appointment booking.• Perform requirement gathering and configuration design based on best practices and client needs.• Configure system and ensure business needs and technical needs are accurate in all client environments.• Discuss and implement security settings based on customer needs, HTTPS, Single Sign On.• Utilize the agile methodology in all project phases and ensure good communication between other parallel projects being implemented by the client.• Ensure knowledge transfer is successfully achieved both by other client organizational units and/or internal.• Create and document customer process flow. Show less

SENIOR LEVEL 2 TECHNICAL SUPPORT ANALYST, (Incident Management Team)• Root cause analysis of software and hardware related incidents escalated for Point of Sales software and de-escalate issues while accessing information from a variety of systems and references, always seeking to achieve the best solution.• Contribute to new and existing operational documentation and knowledge base articles.• Maintain existing systems by identifying software defects and reporting defects to our… Show more SENIOR LEVEL 2 TECHNICAL SUPPORT ANALYST, (Incident Management Team)• Root cause analysis of software and hardware related incidents escalated for Point of Sales software and de-escalate issues while accessing information from a variety of systems and references, always seeking to achieve the best solution.• Contribute to new and existing operational documentation and knowledge base articles.• Maintain existing systems by identifying software defects and reporting defects to our development team.• Test and deliver Point of Sales software updates across chains and provide package verification services to ensure package deployment success.• Provide consistent updates to the client for all escalated issues.• Consistently meet or exceed team and individual objectives related to client satisfaction, quality, and productivity.• Provide dedicated support after hour via a pager system. Show less

Montreal, Quebec, Canada

Level 2 Technical Support Analyst, (Rapid Response Team)• Reviewed escalated support tickets from level 1 for essential information and provide first responses to clients.• Triaged and prioritized issues according to severity.• Researched and resolved technical issues for customers while providing a clear and consistent update through the life cycle of the support ticket.• Determined and provided "work-arounds" to product issues when applicable. • Enhanced client… Show more Level 2 Technical Support Analyst, (Rapid Response Team)• Reviewed escalated support tickets from level 1 for essential information and provide first responses to clients.• Triaged and prioritized issues according to severity.• Researched and resolved technical issues for customers while providing a clear and consistent update through the life cycle of the support ticket.• Determined and provided "work-arounds" to product issues when applicable. • Enhanced client satisfaction by ensuring that ticket responses, updates and call resolution times occurs within the defined service level guidelines.• Escalated tickets to Incident Management Team when necessary.• Maintained 100%-time compliancy in time tracking system. Show less

Dorval, Quebec, Canada

• Built and maintained a strong customer relationship• Worked with several departments to complete procedures and resolved issues

Point Claire, Quebec, Canada

• Demonstrated products that best fit individual customer needs• Suggested additional products and services based on assessment of the customer• Performed team leader duties by training new associates, assisted fellow colleagues in sales and managed the department• Consistently met and exceeded monthly sales targets• Verified department functionality and updated department visual plans• Prepared visual displays that drove sales of overstock and advertised… Show more • Demonstrated products that best fit individual customer needs• Suggested additional products and services based on assessment of the customer• Performed team leader duties by training new associates, assisted fellow colleagues in sales and managed the department• Consistently met and exceeded monthly sales targets• Verified department functionality and updated department visual plans• Prepared visual displays that drove sales of overstock and advertised items• Performed cycle counts, inventory variance investigation and adjusted inventory• Validated products and created shipping forms for products going back to distribution• Accepted incoming products and placed them in their proper location Show less

Dorval, Qc

• Verified returning vehicles for damages and fuel level• Closed the rental agreement and provided client with an invoice • Maintained and organized the return-bay

Laval, Quebec

• Designed business cards, banners, promotional signs and advertisements• Created and prepared decal for various large companies• Installed decal on various surfaces

Bachelor Of Commerce (Bcom), Business Technology Management (Btm)

Social Science, Commerce

Secondary School Diploma