Paresh Patel

Experience

• 

  NatWest

  Mar 2000 - Nov 2018

  • Support customers with technical queries at first point of contact. Resolving the banks software through appropriate troubleshooting methods and escalate unresolved issues to 2nd line support.• Listens, record and resolve simple complaints and warm handoff to escalated complaints through business process.• Continuous improvement through acknowledging customer responses and provide business feedback to enhance customer experience/journey through appropriate channels.• Create training plans and mentor new entrants to become competent customer service helpdesk advisors and exceed business objectives.• Exceed personal business goals, undertake additional duties to support people/team and the business. Show less • Support end users with hardware and software issues through troubleshooting, raise tickets for unresolved issues with technology services, take accountability until resolved. • Produce step by step referral guide to assist end users with application.• Create, maintain and general housekeeping of user accounts and domain access, and other system access for end users and management to support in daily duties.• Installing and moving hardware equipment for end users, including those with specialist hardware and software requirements referred from occupational health.• Updating firmware and group policy updates to ensure users can operate to carry out role duties.• Setting-up printer connections on user profiles• Create Management information reports to understand root cause issues and collaborate to implement solutions to manage efficiency and utilisation.• Coach and develop individuals to achieve their career aspiration, and complete 1-2-1 review• Supporting local and wider business area with all minor and major incidents and following up until resolved Show less • Supporting local business unit with technology changes, testing and implementation.• Support business area with migration from RT screens to flat screen and NT to XP to Windows 2008• Providing end users with floor support with technical issues which have been encountered, to resolve them/raise to technology services via ticket system.• Complete Management information and admin tasks, including joiners – movers – leavers, processing schedule changes, on the day exceptions. Process schedule queries/requests in a timely manner to provide and support accurate schedules. • Raise incidents, attend audios to collaborate to resolve issues and communicate outcome to users.• Preparing front line staff schedules to reflect accurate forecasts, schedules and plan shifts. • Ensure agreed and planned schedules are available and communicated to front line managers in a timely manner. • Creating reports from central data systems for calls and financial performance for local and wider business areas.• Take ownership/Resolve technical issues at first point of contact through troubleshooting hardware and software issues, raising unresolved items to technology services. • Attend audios to discuss required Vs Actual staff heat maps of positive and negative pressures that need to be resolved or accepted. Show less

  • Customer Service Helpdesk

    Aug 2012 - Nov 2018

  • Service Desk Analyst

    Aug 2010 - Jul 2012

  • Resource and Planning Manager

    Apr 2005 - Jul 2010

  • Schedule Analyst

    Mar 2003 - Mar 2005

  • Management Information Analyst

    Jan 2002 - Feb 2003

  • Customer Service Representative

    Mar 2000 - Dec 2002
• 

  Retail Assist

  Mar 2019 - Nov 2019

  Desktop Support Analyst

  • User maintenance includes;• Active Directory - Account maintenance for joiners, movers and leavers.• Avaya telephone system administration and Ext allocation maintenance• Exchange server – Running PowerShell script to synchronise user remote mailbox to Office 365• Software installation – including changes to PC environment with Oracle and Java• Mimecast – Maintaining users accounts with business logo and manage incoming/outgoing emails/attachments to maintain system security from threats.• Support end users by troubleshooting/diagnosing issue with Windows 7 and 10 operating systems.• Resolve end users issue with MS Office applications, including Office 365, Internet explorer, Citrix users to sustain end user productivity.• Resolving software printing issues for end users, in addition to restoring Xerox, Zebra and Ricoh printing, equally taking ownership and following-up on repairs based on business agreements with 3rd party suppliers.• Reconfiguring Radio Data Terminals (RDT) and working with third party supplies to ensure repaired items are returned efficiently.• Manage and maintain network Pc antivirus updates to prevent system threats and maintain security.• Creating & maintaining procedural documents in line with ISO requirements.• JIRA ticket system to review raised tickets and prioritising those in line with business operation, resolving successfully/escalate (if required).• Manage, support and escalate major incidents, communicating with senior stakeholders and 3rd parties to recover business operation. • Quarterly data analysis, reviewing common trends to improve business quality as part of ITIL and seeking out loop holes which need to be addressed, leading to an improved customer experience and better quality of service. Show less

• 

  WestRock Company

  Nov 2019 - Nov 2022

  IT Deployment & Support UK & Ireland

  As the IT Operations and global support organisations IT Field Services Group. Responsible for end user applications and hardware support including DT/LT workstation, printers & drivers, network troubleshooting, server support and level 2 resolution of incident tickets whilst operating in a 24x7 manufacturing environment.Provide a desk-side supporting interfacing with a diverse user community in various geographical locations across UK&IE. As the 2nd-level support I perform analytical, technical, and administrative work to aid in the ongoing support of technology assets in the enterprise, including installing, maintaining, troubleshooting, supporting, and controlling critical business and IT infrastructure and applications:• Service Now – Taking ownership and following up to resolve customer requests and incidents within Service Level agreement (SLA). • Configure and troubleshoot Windows and iOS computing endpoints (PCs Tablets, VMUs).• Maintain Microsoft Active Directory, smart phones, and wired/wireless network solutions.• Work with users, networked desktop and laptop clients, desktop and network printers, applications and network servers, switches and cabling and other company assets.• Identifying ticket trends which identify major break in service delivery, liaising with relevant team(s) to remediate and resolve quickly and efficiently to reduce business impact.• Window Server 2008 / 2012 Support, Symantec Backup Exec management which include backup tapes and file/folder restore.• Collaborating with the wider IT team’s globally through various communication channels to achieve business success and customer satisfaction.• Troubleshooting, diagnosing, and resolving network issues through cable testing or working with infrastructure teams to remediate switches and routers Show less

• 

  Pick Everard

  Nov 2022 - Mar 2024

  Continue to complete all of the admin tasks and:• Supporting and troubleshooting on-prem and cloud infrastructure.• Manage ticket system and triage in a timely response, interacting with the user to resolve their problem/request. Update tickets daily until the issue has been resolved.• Supporting Windows 10 & 11 and O365 in an enterprise environment• Using in-house PowerShell scripts to complete administrative tasks.• Resolving technical problems, ensuring that technical solutions continue to meet business requirements taking accountability for actions taken and decision-making.• Collaborate with users, team colleagues, system engineers, and 3rd parties to resolve issues.• Deploying and configuring hardware and/or software to meet user requirements to fulfill job functionality.• Using Intune and SCCM for deployments• Veeam Backup & replication• Create KBAs for the users and team for quick resolutions, configurations, processes, and procedures.• Sharing new ideas and best practices to achieve business excellence and reduce ticket volumes.• Identifying trends with major impact quickly to escalate and ensure the business is made aware to reduce ticket volumes.• Working in an ITIL environment• complete onboarding and offboarding, including system access and IT equipment in adequate time for a great first impression. Show less Key activities -• Assisting the team with administrative tasks such as logistics, updating asset registers, maintaining spreadsheets, creating user accounts, information gathering and triage for first line support requests• Troubleshoot, resolve and assist with incidents, service requests and changes on a day-to-day basis• Assisting with the installation of software and hardware, over the phone, remotely, face to face and via site visit• Visit branch offices to assist with any IT issues• Undertaking a wide variety of installation, configuration and upgrading of workstations and related hardware and software in a LAN, WAN and stand-alone environment• Providing investigation, diagnostic testing and repair / resolution of system, hardware, software and infrastructure• Working to provide 100% availability of all IT business critical services within key business hoursProviding general assistance to the IT team via phone, Email, Teams and Helpdesk softwareResponding to technical assistance and enquiries• Undertaking any other duties assigned by management Show less

  • IT Technician

    Nov 2023 - Mar 2024

  • IT Administrative Technician

    Nov 2022 - Mar 2024
• 

  HCLTech

  Mar 2024 - now

  Technical Specialist

  As part of one of the largest global management service provider. I am based at a client site for the globes leading packaging enterprise. Carrying out various tasks where no day is the same:Providing support to end users through various methods, being a people’s champion and deliver a great customer experience. Working with users, vendors and suppliers to implement and maintain IT hardware and infrastructure.Transforming users requirements into workable solutions.