Brijesh Patel
Waltham,MA
Summary
Positive, analytical problem-solver with passion for optimizing IT environments. Adept in managing and deploying software and hardware solutions, ensuring system stability and security. Committed to enhancing user productivity and delivering seamless technical support.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Remote Services Engineer
Bay State IT
01.2022 - Current
- Served as highest-level escalation for all Subject Matter Expert Products ie
- Okta, Mimecast, Zoom & Microsoft 365
- Act as Primary engineer for clients providing end-to-end ticket ownership through final resolution & managing projects of IT Operations for Clients
- Managed IT Operations for Bio-tech Clients in accordance with Venture Capital Requirements & Standards and developed long-term solutions to prevent future issues
- Manage life cycle of client projects, i.e
- Migrations, Security Suite roll-out, new tenant setup, and client merges
- Supervise Engineer on a day-to-day basis, to unsure ticket are updated and client’s expectation are met
Remote Services Engineer
Bay State IT
01.2020 - 12.2021
- • Served as Primary Engineer providing Tier 1 & Tier 2 support for 8 clients maintaing support for over 400 users
- • Maintained laptop configurations, updates, patches and security setting for Bio Tech Clients through core stack products and Microsoft 365.
- • Created & Maintained support documentation and troubleshooting guides for Subject-matter roles in Okta, Mimecast, Zoom & IT Glue
- • Collaborated with cross functional teams to develop long term solutions
Junior Help Desk Engineer
Bay State IT
01.2019 - 12.2019
- Provide Triage & Tier 1 Desktop Support for all Windows 10/11, MacOS, AV, and Lab Devices for all 46 Bio Tech Clients
- Provide remote support to end users for all hardware, software and peripherals
- Maintained knowledge database and documentation for recurring issues in Office 365, Okta & Mimecast
- Monitor system performance to ensure the reliability & availability of Microsoft 365 services
Education
Bachelors of Science - Information Systems & Operations Management
Suffolk University
12.2018
Skills
- Advanced Troubleshooting User Support Collaboration
- Project Management System Administration
- AutoTask Ticket Management Customer Focused Mindset Critical Problem Solving
- End-user training
- End user support
- System administration
- Critical thinking
- Project management
Certification
CompTia A+, Okta Certified Professional, JAMF Certified Associate
Timeline
Senior Remote Services Engineer
Bay State IT
01.2022 - Current
Remote Services Engineer
Bay State IT
01.2020 - 12.2021
Junior Help Desk Engineer
Bay State IT
01.2019 - 12.2019
Bachelors of Science - Information Systems & Operations Management
Suffolk University
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