Deep Patel

Experience

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  EBIZ INTELLI SOLUTIONS PRIVATE LIMITED

  Aug 2016 - Jan 2017

  Ecommerce Analyst

  - Finding and collecting details of products based on their SKU and UPC numbers- Uploading product details on web site from HTML page- Provide accurate and clear description of products with pictures- Quality check to maintain product details accurate and up to date- Providing accurate and attractive product description to maximize product selling

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  Walmart Canada

  Jun 2017 - Jul 2018

  Cashier
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  Gatestone & Co.

  Oct 2018 - Oct 2020

  Technical Support Representative - SME

  • Managing a large number of inbound and outbound calls about technical queries of internet and television services• Submit escalation tickets for complex issues via Service Now to appropriate internal team• Diagnose and troubleshoot issues using appropriate internal tools such as service now, xRay, rsc tool• Provide support and train new agents as Subject Matter Expert using Microsoft teams• Consistently surpassing quality and adherence goals, achieving the Employee of the Month title 9 times within a two-year period Show less

• 

  OpenText

  Oct 2020 - Mar 2022

  Technical Support Analyst

  • Guide clients to resolve technical issues in carbonite software on Windows and macOS, help with installation and walk customers through the use of the software such as backing up/restoring files using various methods.• Skillfully identify and resolve technical issues through meticulous adherence to established procedures or innovative problem-solving, all within the stringent framework of maintaining an average call handling time of 15 minutes and an average wrap-up time of 3 minutes. • Retrieve customer system log files and pertinent data through Bomgar remote client, seamlessly attaching them to a salesforce case notes during escalation scenarios• Work on windows server active directory to configure the user access for the business product and help client to configure the backup sets based on their needs• Train new agents on how to handle the calls, search for the right articles during the call, and help them to exceed customer satisfaction rate of 95% Show less

• 

  TouchBistro

  Mar 2022 - now

  • Collaborate with product development and customer success teams to resolve high-priority and complex technical issues promptly.• Conduct detailed analyses of client network configurations, ensuring uninterrupted service by reviewing and optimizing router settings.• Analyze system logs and databases, developing and deploying SQL-based patches to resolve system-related issues efficiently.• Partner with Atlassian support and DevOps teams to investigate and resolve major incidents such as system crashes. Show less

  • Support ProTeam Specialist

    Aug 2024 - now

  • Senior Value added service technician

    Oct 2023 - Aug 2024

  • Value added service technician (tier-2 technical support)

    Mar 2022 - Oct 2023