Dharmesh Patel Email & Phone Number

Auckland, New Zealand

Auckland, New Zealand

Provided technical support, collaborated on team projects, and implemented measures to ensure stakeholders are informed of progress, whilst maintaining accurate project documentation.Provided comprehensive support for O365 Exchange, Windows 10/11, and various in-house programs, ensuring seamless user experiences.Effectively managed Entra ID, M365 Admin Centre, and Intune/Autopilot for end-user devices, enhancing device management and security.Played a key role in Intune rollouts and supported Windows Server 2019 AD Admin Centre, contributing to successful project outcomes.Delivered Citrix support for both internal and external users, resolving issues and maintaining service continuity.Collaborated with the IT team to meet Service and Operational Level Agreements (SLAs), ensuring compliance with security standards.Took ownership of technical issues, working diligently with stakeholders to resolve problems and prevent service disruptions.

Auckland, New Zealand

Responsible for troubleshooting hardware and software issues, installing and maintaining hardware and peripherals, upgrading operating systems and software, whilst driving continuous improvement to maximise customer satisfaction.Significantly enhanced customer satisfaction by effectively communicating, conducting on-site visits, and refining troubleshooting processes, leading to improved resolution techniques.Demonstrated strong customer service skills, ensuring efficient and timely outcomes by actively listening to and promptly addressing customer needs.Utilised excellent oral and written communication skills to collaborate effectively with business stakeholders, creating productive stakeholder relationships and ensuring effective technical solutions.Escalated complex IT support cases to Level 3 or third-party service partners, ensuring timely resolution of advanced issues.

Auckland, New Zealand

Provided technical support to the Digital and Sales/Marketing teams in a pre-sales capacity as well as a technical solution for the Telecommunication products.Worked with stakeholders from all business units and related third parties to deliver customer support in a way that ensures customer satisfaction.Built strong customer rapport, performed on-site visits, created and refined troubleshooting processes and techniques, and documenting successful processesYears of broadband industry experience – knowledge of performance related issues in LAN and wireless installationsProvisioned the broadband and VoIP products and configured the end-customer’s device based on their requirementsBuilt knowledge base documents for technical teams and wider stockholders.

Auckland, New Zealand

Taked with diagnosing and resolving customer technical inquiries in a single call, using established troubleshooting protocols, and actively listening to customers in order to provide accurate technical and operational solutions.Assumed complete ownership of customer issues and inquiries, ensuring efficient resolution or escalation to the Engineering Team when necessary.Provided product exceptions and replacements within client guidelines, enhancing customer satisfaction.Actively contributed to coaching first-level Technical Agents by providing feedback and sharing insights via the client Peer Feedback database.Proactively alerted Engineering teams to potential "frequently emerging" issues for current and new product releases.Participated in knowledge-sharing sessions with first-level Technical Agents to improve team performance and service delivery.Technology used - Apple Mac OS, CRM Software, CRU and CS Database, and Telephony systems to support and resolve customer inquiries promptly and effectively.

Taumarunui

Provided IT support for non-profit organizations delivering Primary Healthcare, Day Care, and Rest Home services, ensuring the maintenance of reliable and efficient IT systems.Contributed to strategic planning as a member of the Data Analysis Team and Business Intelligence Committee.Ensured smooth operations by sourcing and maintaining equipment, setting up workstations, and configuring IT systems.Managed and updated the company website, telephone system, and video conferencing networks, ensuring reliable communication and remote access.Onboarded new staff by setting up system access and providing essential training.Collaborated with management on IT maintenance upgrades and provided prompt support to resolve issues, therefore, minimising downtime.Delivered IT support for healthcare and case management systems, including Medtech32 and Penelope, ensuring system reliability.

Bachelor'S Degree, Computer Applications, First Class

Graduate Diploma In Information Technology, It, A