Patel Parth Email & Phone Number

Kitchener, Ontario, Canada

• Lead technical project teams to determine, design, and implement enterprise infrastructure solutions that align with business requirements and IT strategy.• Architect and manage cloud-based solutions on Microsoft Azure, Microsoft InTune Admin Center overseeing the migration of applications and infrastructure to cloud platforms, ensuring high availability and security.• Supervise, mentor, and motivate a cross-functional project team, ensuring adherence to project timelines, high-quality deliverables, and continuous improvement.• Develop and manage detailed project plans, monitor progress, and report on milestones to stakeholders, ensuring projects stay within scope, budget, and schedule.• Provide technical leadership and consultation to various departments and external vendors on system integrations, data security, and cloud infrastructure.• Oversee the implementation of enterprise backup solutions and ensure the timely and accurate restoration of critical business data.• Lead efforts to optimize infrastructure capacity, performance, and security, conducting risk assessments and implementing changes to mitigate potential threats.

• Provided comprehensive first-level support, adjusted tools and methods to suit customer needs.• Extended assistance using remote management, telephone, email, self-service, and face-to-face interactions.• Managed physical and digital technology assets throughout their lifecycle.• Handled asset acquisition, inventory control, and processing for various systems, including end user technology, library resources, infrastructure, and application resources.• Identified and recommended responses to industry and organizational technology trends.• Proposed cost-effective processes to support all aspects of technology in the organization.• Contributed to the quality assurance process for application upgrades, technology changes, and support documentation.• Monitored IT dashboards and utilized monitoring tools to ensure optimal systemperformance.• Communicate clearly and professionally with colleagues, staff, students, and external resources.• Worked cooperatively as a member of the ITS team to fulfill the department's mandate and goals.• Undertake other duties as assigned by the Information Technology Management team, showcasing adaptability and proactivity

• Provided on-site, phone and email technical support and service delivery to over 2500 users for large enterprises such as Toronto Transit Commission (TTC), Toronto Community Housing (TCHC) and York Catholic school board.• Processed trouble tickets related to computer problems, domain account/access, mapping to shared drives/printers, and other computer peripherals requests within established guidelines using ServiceNow ticketing system and technical resource database.• Provided warranty hardware break/fix and technical problem determination for Mac’s andPC’s• Collaborated with other support units to provide seamless problemresolution.• Updated the asset configuration item (CI) information after the completion of the Deskside Supportservices.• Logged received inquiries related to incidents from end users, resolving them directly where possible, or escalating accordingly in line with SLA/SLO.• Provided an initial response to the customer, detailing the support request number and initiating initial resolution activities.• Categorized all contacts within an incident management tool, took follow-ups, monitored ticket queue daily, and took appropriate actions.• Kept users updated on the incident and provided guidance to end users on product features anduse.• Gathered usage patterns and ordered stock accordingly to maintain inventory.• Proposed quotes for customized products and services offered by the company.

• Thoroughly documented all incidents in Service Now, and related, linked, and assigned incidents to the appropriate teams, escalating systemic issues when necessary.• Notified customers of issue status and followed up with them to ensure that problems had been satisfactorily resolved.• Troubleshoot hardware problems (such as printers, desktops, POS hardware, and network issues), providing remote support and on-site support at the customer'sworkplace.• Compiled, prioritized, sorted, and processed customer orders in the local database, and adjusted settings for format, page layout, line spacing, and other style requirements as needed