Chintan Patel

As an experienced customer service technician, I have enjoyed assisting clients to resolve their technical issues for 6 years. I have worked in an ITIL aligned service desk environment in my past role and have learned to consistently achieve service level agreement. My excellent problem solving skills have provided quick turnaround and customer satisfaction on first contact. My qualification in ITIL and PRINCE2 have helped me learn about the development and challenges of different projects, and how to present complex information and ideas in a clear and concise manner. Currently I am seeking new challenges which will utilise my excellent customer service skill, meticulous attention to detail and superior analytical problem solving ability.

Work Experience

• May 2017 to Current

  

  
  

  Application Analyst (Volunteer) - birthright had a database developed by external vendor and it has since outdated. My task was to analyse and create report on what improvements needs to be implemented

  
  

  • Assessed client database for issues, faults and potential improvements. Recorded feedback from all users and collated results for business plan document
  • Created business plan for the database, which included current issues, ranked from critical to minor severity and suggested improvements. This resulted in clarity for which issues have most impact on reporting
  • Developed detail improvement plan for getting the information collected correctly for reporting. Which should eliminate duplicate information, mandatory input for data and meaningful reports
  • Proposed communication plan for the vendor, which includes order of issues to be fixed
• March 2017 to Current

  

  
  

  Teacher Aid (Volunteer) - St Michael School needed volunteers to help students with basic maths and reading

  
  

  • Teach Maths using interactive games
  • Help read books by sounding out words and breaking the word in parts to pronounciate
• January 2017 to February 2017

  

  
  

  Concept Frontend Developer (Volunteer) - At Cushman Waikefeild's FM team they have a MS Access database which has out grown for current use and the team needed to create a concept application which can be build

  
  

  • Analyse current MS Access database they use and document faults and improvements
  • Using HTML framework Bootstrap, created prototype for frontend for the application
  • Advised and documented on task needed to implement the application
• September 2010 to October 2016

  

  
  

  Customer Service Technician - The purpose of this role was to provide technical support, remote and desktop user support and customer service to end users including trouble-shooting problems and advising on appropriate action.

  
  

  • Supported 800 + staff members from different departments. Resolved and answered various technical issue and questions to reduce downtime of affected staff member, resolving 30 % of calls on first contact
  • Maintained user accounts using Active Directory as required for changes and keeping them updated
  • Provided support for MS Office applications. Helped with formatting errors, PowerPoint slides, macros, excel build-in formulas, mail merge and various other issues to the staff member
  • Provided training to new staff members, teaching common functions of MS Office, in-house staff directory and file management system, which decreased the number of calls for common “how to” help by 40 %
  • Delivered training and support to mobile users of BlackBerry, Samsung, iPhone and tablets for email sync issues, data and call roaming, upgrading of phone and help with billing breakdown.
  • Created instructional laminated cards for mobile devices such as phones, data only devices and secure USB keys like “IronKey”, resulting in ease of use and increased confidence for users when travelling
  • Installed Avaya IP desk phones, maintained extensions as requited, also created pick up groups, hunt groups and provided help with phone function such as call forwarding and how to manage voice mail
  • Using MS SCCM 2007 and 2012 deployed software packages to laptops as per service request and imaged laptops as required, this resulted in hardware and software list were kept up to date for asset management
  • Performed after-hour support for staff members whom were working from overseas or working late to meet the deadline, this reducing the stress and achieving positive outcome for the staff member
  • Produced report for manger using SQL stored procedure which helped analyse performance of service desk and KPI for individual team members
  • Supported new service desk team member by creating a starter handbook and leading through the different system and procedures. This gave confidence and quickly allowed team member to be up and running
• July 2010 to September 2010

  

  
  

  Database Developer (Volunteer) - GreatStart was a local community helping parents and children with many activities and borrowing toys. My role was to design and create a database based on MS Access which will help the staff to track their toys from the library.

  
  

  • Created Business plan for toy library database. Getting information from staff and compiling list of function to be added to the database. This gave staff members view in to how the database would function
  • Using MS Access 2007, created the Toy Library database. Carried out user test and implement changes accordingly. The staff were happy with the final version of the database
  • Provided training for the staff who would be using the database and support for the initial week of rollout. This gave confidence to use the new database to track toys
• February 2010 to July 2010

  

  
  

  IT Administrator - HUHA is non for profit organisation providing shelter and care for neglect animals and provide educational school trips for regional schools. This role was to provide support to their websites and develop an in-house applications.

  
  

  • Collaborated with educators to discuss content update, user input forms and usability issue with few outdated pages, this action lead to user friendly pages and increase in newsletter sigh ups
  • Proposed procedure for ongoing website review for future design and function such as shopping cart improvements, easy to access animal story for sponsor and social media presence
  • Created MS Access application to maintain staff tasks and sponsor’s database, which tracks which jobs have been finished by the outdoor staff and provide feedback to sponsors for their chosen animal
  • Provide support for range of hardware and perform upgrades where necessary, this reduced downtime
• September 2008 to October 2009

  

  
  

  Database Administrator - PACT Group is not-for-profit organisation providing care for mentally ill patients. Primary role was to help with their new CRM system in expanding the stored information and designing ad-hoc reports.

  
  

  • Customised Sage CRM user interface using JavaScript to include validation and change formatting as needed, this allowed staff members to correctly enter information which lead to more accurate reports
  • Maintained MS SQL Server 2005 for any increase of transactions and error logs, which can be reported to Gen-i to resolve immediately to lessen the impact on the day to day business
  • Created documentation for CRM interface for the staff to come back to for additional help after-hour, this helped 80 % of staff members who had to move across the new system for logging patients activity
  • Provide training and helpdesk support to new and current staff members on how to use the CRM and troubleshoot issues regarding the application and other software packages such as MS Office suite
  • Generated reports using Crystal reporting application for quarterly, monthly and weekly reports, also created on request report as required

Education

• July 2014 - September 2014

  Axelos, Wellington

  PRINCE 2 (Foundation and Practitioner)

• August 2014 - August 2014

  Auldhouse, Wellington

  ITIL Foundation (2011)

• July 2014 - July 2014

  Auldhouse, Wellington

  MS Project (Task and Resource Management) and MS Visio

• July 2010 - July 2010

  Project Plus, Wellington

  Business Change Management

• March 2005 - December 2008

  University of Otago, Dunedin

  Bachelor of Science degree, Major in Information Science