Hemil Bhatt Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Significant Highlights: • Proficiently increased performance through the identification and tracking of patterns in incoming customer requests to guide system improvement decisions.• Adeptly resolved requests & issues with deadlines, which increased the close rate to over 98% by capturing allocated customer data.Major Responsibilities: • Serving as the client's primary point of contact for all requests and concerns; successfully explaining highly technical material.• Responding to technical support tickets; talking directly to the customer to determine the nature of the technical issue.• Identifying the nature of the hardware, software, or networking issue• Preforming fact-finding and problem analysis; selecting the best methods for solving problems; implementing solutions forward, analyzing them, and testing them.• Devising & implementing policies for Multifactor Authentication (MFA), MFA Reset, and MFA Problems for conditional access.• Demonstrated proficiency in Active Directory and Azure AD for creating user accounts and resetting passwords

Toronto, Ontario, Canada

Significant Highlights: • Around 400 tickets were successfully finished within the course of 4 months.• Skillfully created 200+ workstations for customers.• Achieved a 100% ticket completion rate efficiently.Major Responsibilities: • Used both in-person and virtual sessions to address and resolve problems.• Participated in the Hardware Refresh project and replaced all end users' computers at the business.• Imaged and deployed workstations/VMs including software installation & configuration.• Completed assigned incidents and duties pertaining to hardware or software problems in order to meet SLAs.• Facilitated the support of technologies used by businesses, such as Windows OS, MacOS, iOS, Android, managed print service, etc. IMAC, Break Repair, Desk Side Support, Mobility Support, etc. are among the services offered.

Toronto, Ontario, Canada

Significant Highlights: • Efficiently part of the Asset Management Project and managed the inventory for the CGI customer by working on their website.• Achieved a 100% ticket completion rate efficiently.Major Responsibilities: • Addressed and fixed problems with remote sessions utilizing Bomgar.• Handled LINUX Tape Libraries.• At CGI, worked as a member of the Canada End-User Services team for Global Technology Operations, offered level 2 assistance and was in charge of setting-up the desktop and laptop computers for clients.• Installed, examined, repaired, kept up with, and upgraded all computer hardware• Extensively used understanding of computer hardware, networking principles, Windows 10, Windows 7, antivirus programmes, and Office Suites 2021 to quickly and accurately pinpoint issue areas.

Toronto, Ontario, Canada