Smit Desai Email & Phone Number

Oakville, Ontario, Canada

Brantford, Ontario, Canada

• Handling inbound calls and chats for Shaw Communication’s customers in professional manner while providing technical assistance towards exceeding their expectations and resolve technical issues.• Provide knowledgeable technical support and troubleshooting guidance pertaining to network, Internet, cable, computer issues and digital phone.• Communicate electronically and by phone with customers experiencing technical difficulties to determine and document problems… Show more • Handling inbound calls and chats for Shaw Communication’s customers in professional manner while providing technical assistance towards exceeding their expectations and resolve technical issues.• Provide knowledgeable technical support and troubleshooting guidance pertaining to network, Internet, cable, computer issues and digital phone.• Communicate electronically and by phone with customers experiencing technical difficulties to determine and document problems encountered.• Assisted non-tech customer with greater level of technical issues and demonstrates solution using simpler example with personalise care and greater length. • Diagnose and resolve technical problems encountered by customers.• Consult internal software, tools, and guides, to research customer issues and implement solutions using remote tools. • Accurately gather the information and write precise case notes using ServiceNow portal. succeed company’s goal and personal key performance (KPIs).• Enhance support processes and procedures, resulting in a 94% end-user satisfaction rate.• Set up and activate devices after installation, including IPTV remote programming systems.• Closely examine the internet issue related to LAN, slow speed, Wi-Fi, webmail, congestion, proxy settings and security software. Show less

Cambridge, Ontario, Canada

• Responsible for managing, and categorizing various IT tickets in a fast-paced environment and properly assigned tickets to the Appropriate IT team Members. • Set up and configure various Hardware systems such as network printers, wireless access points, • Responsible for managing, categorized various IT tickets in fast paced environment and properly assigned tickets to the Appropriate IT team Members. • Set up and configure various Hardware systems such as network printers, wireless… Show more • Responsible for managing, and categorizing various IT tickets in a fast-paced environment and properly assigned tickets to the Appropriate IT team Members. • Set up and configure various Hardware systems such as network printers, wireless access points, • Responsible for managing, categorized various IT tickets in fast paced environment and properly assigned tickets to the Appropriate IT team Members. • Set up and configure various Hardware systems such as network printers, wireless access points, Cisco Ip phone telephone systems, and laptops.• Performed network, software, and hardware troubleshooting to ensure all systems and 40+ workstations were operating optimally.• Properly used asset database system to allocate designated Hardware to appropriate co-workers.• Escalated higher-level network operations and system infrastructure issues to system admin and IT manager for complete resolution and 90% availability in the ticket queue. • Identify and resolved problems of hardware, software applications, VPN, Internet connectivity, WIFI, Wireless device, Citrix, SAP, Outlook, other email client’s mailbox adding problems, Microsoft Teams and Zoom.• Created and updated IT support documentation and user guides, leading to a 15% decrease in tickets.• Conducted IT training and orientation for onboarding and offboarding, including administering email and user accounts.• Provide knowledgeable technical support and troubleshooting guidance pertaining to Installing Anti-virus, Two/multifactor Authentication (MFA), Phishing email, and computer virus and malware issues.• Configured the distribution groups for the different department of the organization’s employee and role-based access control as a part of an assignment.• Perform network Administration Functions to set up network user account/permission, reset passwords and administer group policies via Active directory and GPO. Show less

Surat, Gujarat, India

Ontario College Advanced Diploma, Information Technology Support Services

Activities and Societies:

Diploma, Computer Engineering