Kunal Patel Email & Phone Number

Edgware, Greater London, United Kingdom

Developing relationships and introducing our Innovative Printer Supplies Sales & Management Software to Imaging Supplies Users, Resellers and Distributors throughout the UK & Europe.www.allINKlusive.co.ukPrinter supplies resellers around the world waste thousands of hours in phone calls and customer visits each year trying to learn when their non-MPS customers next need toners and inks replaced.allINKlusive drives huge revenue-generating efficiencies into this sales process by providing resellers with a daily qualified pipeline of everything their allINKlusive-monitored customers need, up to 10 weeks in advance.Every customer engagement is pre-qualified thanks to allINKlusive fool proof Cloud-based or self-hosted app which intelligently dashboards printer reliability, volumes printed and forecasts future consumable supplies needs.allINKklusive delivers increased revenue per sale, helping lock out opportunistic competitors and customer leakage for supplies resellers and distributors. Customers simultaneously get to appreciate the residual value and energy-efficiencies of their entire printer fleet, saving valuable administration time through automated order consolidation.

Borehamwood, Hertfordhsire

- Help troubleshooting client’s issues and providing application support to over 300 users.- Liaise with install engineers to configure installed units remotely- Managing and manipulating recorded data by scripting SQL queries- Validating engineers installs by monitoring units collecting correct data via GPRS protocols- Managing, configuring and creating backups of server and desktops- Provided training on the application user interface- Report producing using Excel, creating charts and graphs on driver profiling- Managing client’s issues by producing service calls for engineers for onsite visits- General IT maintenance i.e. repairing and upgrading desktops and laptops- Managing Kayako ticketing application i.e. making sure any customer issues are escalated to the correct departments, follow up on high priority issues to comply with companies SLA’s - Supporting 37 users with any internal IT related issues. i.e. log in issues, account authorisation issues, installing required software for specific users.

Woodford Green, Essex

1st and 2nd line systems support: troubleshooting hardware, network and software issues and advice users on hardware and software use.Support and maintain Windows 7/8, Windows 7 Office 2007/10, Exchange 2007/Outlook, backup, remote support.Managed and updated Call Logging System Database, and handle any 1st line customer related email and telephone enquiries.Network trouble shootingLooking after an account of 150 clients dedicated support

London, United Kingdom

To provide high quality, responsive 2nd line technical support and guidance to IM&T customers in order for them to perform their day-to-day duties effectively, logged via the call logging system.To install and maintain IT systems & Hardware as received via the call logging system.Supplementary Audio Visual Support as scheduled to the AV team Working as part of a team of 7 providing support to IM&T customers.

-Answering and responding to all support calls to the Service Desk, and provide a response according to the agreed SL’s.-Logging all information on all incidents received, and maintain detailed and accurate records.-Maintaining and updating continuously the incident logging system. Taking ownership of each logged incident.-Closed calls within the agreed SL’s.-Full justification of SL breach.-Working within ITIL based service desk Environment-Perform other routine administrative tasks as assigned.-Communicating and liaising verbally and in writing between users and IT Staff. Interpret and respond clearly and effectively to spoken requests over the phone and/or in person and to verbal or written instructions.-Adhering to the internal call escalation procedure.-Establish and maintain effective working relationships with co-workers, site managers and users/clients.-Maintained regular consistent and professional attendance, punctuality, personal appearance and adherence to relevant health and safety procedures.-Responsible for the maintenance of printers and the associated peripherals/consumables such as toners, and service contracts.-Compiled clear and concise documentation as and when required.-Adhered to all business processes, policies and standards at all times.

- Logging and taking ownership of support requests through to resolution or escalation, as appropriate(Call Logging System- HP Service Desk/Kaseya)- Diagnose, report and escalate major outages- Be onsite for AV and video conference setup- Assist with departmental moves and relocation of offices - Ensure user Incidents and Service Requests are given a permanent resolution in the shortest possible time by managing assigned workload- Maintain excellent relationships with business users and other IT teams- Follow defined procedures and standards within the Service Desk team- Interrogate the team’s documentation database to find resolutions to Incidents- Supported Microsoft 2002 – Windows 7 product suite, specifically Outlook, Excel, Word and PowerPoint - Exposure to Microsoft Access, Project, Visio, Exchange, AD, Blackberry maintenance, Apple Hardware, Network & Telecom(Cisco), IBM WebSphere Application Server, JDE One World Troubleshooting, HP OpenView, Sharepoint, IBM Hardware Support.- Experience in troubleshooting Scanners and Printers (HP, Sharp, Epson) - Ability to move and setup IT Hardware- Excellent written and verbal communication skills, with the ability to communicate well with people at all levels of the organisation- Excellent interpersonal and listening skills - Ability to multi-task and follow through on tasks- Further developed analytical and problem-solving skills- Team oriented with a demonstrable understanding of customer service and support

London, United Kingdom

-Front-line Customer support for desktop hardware and software-Provided technical support for network servers, hubs and infrastructure-Ensured Customer support calls were accurately logged in the Company Support desk system(Richmond)-Where possible the Company’s documentation on its Customer’s Networks is kept up to date for support purposes.-Assisted when required in the production and maintenance of Customer network procedures, standards and operating instructions and strictly adhere to them when implemented.-Undertaken in any hardware or software training required in order to fulfil the job description. -Checked customer server details and complete check sheets-Undertaken support visits to Customer sites when require

Welwyn Garden City, Hertfordhsire

Supporting over 5000 users over the phone and email, troubleshooting, all network andapplication problems (Windows 2000, XP Professional, Outlook, Excel, Access, Word).Routine troubleshooting of PC’s, Laptops, Blackberry’s, all peripherals and all relevant software including the entire MS DOS Suite.Network Administration including Active Directory (Configuration of emails, creating and administering user accounts, and passwords).Backup all Critical DataMonitoring internet traffic flowing through the office systemsPreventing and reporting unauthorised user activity Escalating faults as and when necessary to an appropriate engineer/2nd Line Support.

London, United Kingdom

Trained on the Network Professional Program comprehensively covers all the technologies needed for me to work within IT Infrastructure and Networking course was delivered by team of qualified Technical Trainers at JustIT in London.CompTIA A+ Essentials CompTIA IT TechnicianMicrosoft Windows Server 2003CCNA

London, United Kingdom

- This role entailed working in a helpdesk environment resolving queries over the telephone as well as providing desktop support requiring excellent communication Skills. It also required the Ability to listen carefully, log calls and diffuse difficult situations in a professional and diplomatic manner.- Working to strict SLA’s in a team of 10, resolving calls efficiently or escalating them appropriately though to resolution- Providing high level support for desktops and laptops running Windows XP and 2000.- Carrying out remote installations of software on staffs computers using VNC and proxy software - Developed an understanding of skills required by a helpdesk person and the way in which to maximize support with users. - Provided user Support, created and modified new user accounts, reset passwords , mailboxes, Distribution Lists ect, Using the following programs to assist me in my duties, Oracle PeopleSoft Financials, Lotus Notes, IBM Director, Nvision, MS Sever 2003 and MS Exchange Sever.