Summary
Overview
Work History
Education
Skills
Certification
Personal Information
References
Timeline
Generic

Keyur Patel

Parafield Gardens,SA

Summary

Enthusiastic and detail-oriented individual seeking a position as a Service Desk Officer to leverage strong technical aptitude and commitment to exceptional customer service. Eager to apply foundational knowledge in operating systems, hardware troubleshooting, and software support gained through academic studies and hands-on experience. A quick learner with excellent communication skills, I am dedicated to providing reliable and timely desktop support to end-users, contributing to the overall efficiency of the IT infrastructure.

Overview

16
16
years of professional experience
1
1
Certification

Work History

HELP DESK AGENT LEVEL 1

Telstra Purple – Managed Services
02.2023 - Current
  • Providing technical assistance to end user
  • Respond to requests for technical assistance
  • Provide excellent customer service over the phone, email and in person to our clients
  • Manage and prioritise tickets and triage issues to ensure effective delivery of service
  • Manage expectations by providing clear communication to clients, team members and other stakeholders on the progress and resolution of work
  • Review and update documentation, including user guides and internal knowledge base
  • Be able to answer queries accurately and quickly, with a natural ability to predict the customer needs and requirements
  • Evaluate and modernise documentation, including user guides and internal knowledgebase
  • Perform regular upgrades to ensure system remain updated
  • Record all work in compliance with company policy (ticket management via Autotask)
  • Troubleshoot system failure or bugs and provide solution to restore functionality.
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing timely solutions.
  • Streamlined help desk processes for improved response times and better user support.

CUSTOMER SERVICE REPRESENTATIVE

Ampol Australia
07.2018 - 02.2023
  • Handle cash, credit card, or mobile payment transactions for fuel purchases accurately and securely
  • Ensure that payment processing equipment is functioning correctly
  • Answer customer inquiries about fuel prices, promotions, loyalty programs, and other station-related information
  • End of day taking dips and bowser reading as per company policy
  • Maintain store and stock in impeccable condition
  • Assisting customer encounters issues with the fuel pump or their vehicle during refueling, assist them in resolving the problem or, if necessary, summoning.

STORE MANAGER

Ariana Super Deli
08.2012 - 06.2018
  • Customer Services
  • Cash handling
  • Maintaining records of stock levels and financial transactions
  • Merchandising
  • Ensuring Cash Security
  • Stock filling
  • Keep records of customer interactions, details of inquiries, comments and complaints.

HELP DESK SUPPORT

Ratan Web Tech - India
04.2008 - 12.2009
  • Monitoring and maintaining computer systems and networks
  • Installing and configuring computer hardware, software, systems, networks, printers, and scanners
  • Providing technical support across the company and clients
  • Responding to queries via chat, email and phone
  • Record events and problems and their resolution in system
  • Follow up and update customer status and information.

Education

Cert IV Information Technology -

TAFE SA

Diploma in Management -

Salford College

Skills

  • Computer Maintenance
  • Troubleshooting
  • Hardware Troubleshooting and replacement
  • Software installation, configuration and support
  • In-depth knowledge of operating systems (Windows, Linux)
  • LAN Connectivity, Problem Diagnosis
  • Networking (TCP/IP Protocol/DHCP configuration)
  • Phone & Online Support
  • Customer Service
  • Technical support
  • Great communication skills both written and verbal
  • Adaptability, Eager to learn
  • A flexible attitude to tasks
  • Be able to work in team and individual
  • Strong problem-solving abilities
  • Good analytical skills
  • Multitasking
  • Experience in deployment software updates and patches
  • Strong command in MS Office365
  • Knowledge of MySQL & Active directory
  • Hand on experience in VMware virtualization
  • Create documents for common issues and solution
  • Follow-up skills
  • Training and mentoring
  • Ticketing system expertise
  • ITIL Knowledge
  • Empathy and patience
  • User credential management
  • System Administration
  • Remote Support
  • Mac systems

Certification

  • Goggle IT Support Certificate
  • LinkedIn Learning IT Service Management Foundations tools
  • LinkedIn Learning ServiceNow
  • LinkedIn Learning Window 10 Troubleshooting
  • LinkedIn Learning Appling ITIL 3 Foundation Concept
  • LinkedIn Learning IT Service Desk

Personal Information

Residence Permit: CITIZEN

References

Available on Request

Timeline

HELP DESK AGENT LEVEL 1

Telstra Purple – Managed Services
02.2023 - Current

CUSTOMER SERVICE REPRESENTATIVE

Ampol Australia
07.2018 - 02.2023

STORE MANAGER

Ariana Super Deli
08.2012 - 06.2018

HELP DESK SUPPORT

Ratan Web Tech - India
04.2008 - 12.2009

Cert IV Information Technology -

TAFE SA

Diploma in Management -

Salford College

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Keyur Patel