Nirali Panchal Email & Phone Number

Kitchener, On, Ca

Ontario, Canada

Collaborated on contact center projects, providing support for unified communications, and enhancing customer service efficiency by 30%.Delivered technical support to end-users in various locations (homes, offices, remote sites) from the IT Service Centre, increasing customer satisfaction by 65% through providing accessible support.Executed primary and secondary research by gathering and analysing both primary and existing market data, contributing to a 30% improvement in business strategy development.Performed root cause analysis to identify and prevent recurring problems, identifying root causes for 10 system errors, and implementing new resolutions, resulting in a 60% decrease in system errors.Documented resolutions for Level 2 and 3 incidents in the ticketing system, maintaining a well-organised and informative ticketing system, facilitating issue tracking and future reference.Troubleshooting networking issues, including TCP/IP, DNS, and routing problems, resulting in a 15% decrease in network-related service tickets.

Cambridge, Ontario, Canada

Brantford, Ontario, Canada

Conferred with clients to identify requirements and assess security risks, ensuring alignment with organisational goals and reducing security vulnerabilities by 25%.Diagnosed and resolved over 30 technical issues daily related to Ethernet, Wi-Fi, VPN, and DNS, improving network stability and reducing average resolution time by 25%.Managed and maintained user profiles and permissions in Active Directory, leading to a 20% decrease in account-related issues and ensuring compliance with company security policies.Leveraged Service Now for incident tracking and resolution, cutting average response times by 40% and boosting overall service efficiency.Configured and supported VPNs and iOS devices, reducing remote access issues by 35%, and ensuring secure and stable connections for end-users.Utilized risk management techniques and business forecasting to identify potential IT risks, reducing downtime by 15% and improving business continuity planning.

Cambridge, Ontario, Canada

India

Developed machine learning models to analyze large datasets, leading to a 20% increase in predictive accuracy and enabling data-driven decision-making for enterprise solutions.Implemented AI algorithms to automate data processing and pattern recognition, reducing manual data analysis time by 40% and enhancing overall system efficiency.Designed and optimized cloud-based solutions using Amazon Web Services (AWS), improving system scalability by 30% and reducing operational costs by 15%.Built and deployed big data pipelines to process and analyze real-time IoT data, resulting in a 25% improvement in data accuracy and a 20% reduction in latency.

Itba, Business Administration And Management, General

Education record

High School