Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Dharmesh Patel

Dharmesh Patel

Casselberry,FL

Summary

Goal-oriented and collaborative IT professional with experience in applying hardware and software design, installation, administration, and configuration to support growing businesses. Demonstrated analytic and problem-solving skills with the ability to assess needs, define requirements, develop value-added solutions, and execute technical solutions that streamline and improve operating efficiencies. Effective in communicating with both technical and non-technical audiences. Skilled in developing system documentation and creating policies to meet the needs of dynamic and continuously changing environments. Adaptable senior technical specialist with a solid background in providing technical support and troubleshooting. Proven track record in efficiently resolving user issues and implementing effective solutions. Demonstrated expertise in customer service and technical problem-solving. Energetic and solution-oriented problem solver with a knack for troubleshooting and customer service. Knowledgeable in IT fundamentals and adept at managing software and hardware issues. Dedicated to providing efficient technical support to improve user satisfaction and productivity. Professional with a strong background in technical support and customer service. Skilled in troubleshooting, network management, and software installation, ensuring efficient resolution of issues. Collaborative team player focused on achieving results and adapting to changing needs. Reliable and resourceful, consistently delivering high-quality support.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Senior Technical Help Desk Specialist

Capgemini Inc.
06.2006 - Current
  • Provided level II global technical support for the Walt Disney Corp & affiliates
  • Provide customer service to Disney employees and contractors around the globe as well as other IT departments within the company in the form of desktop/security support
  • Managed approximately 40 incoming calls and emails.
  • Researched and identified solutions to technical problems.
  • Served as liaison between system users and specialized technical support groups
  • Provided end-user system and equipment training.
  • Responded to inquiries by phone, email and walk-up requests.
  • Logged activities in tracking system to maintain accurate, timely records.
  • Installed new desktop systems and migrated data to new machines.
  • Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
  • Provided support for network infrastructure and baseline configurations.
  • Assisted in the development of a comprehensive knowledge base, reducing resolution times for common issues.
  • Assessed client needs through thorough questioning techniques before initiating troubleshooting procedures or escalating issues further up the chain of command.
  • Established strong relationships with clients by consistently delivering high-quality support and demonstrating a genuine commitment to their success.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Created user accounts and assigned permissions.

Network Administrator

Optibase, Inc.
01.2001 - 01.2002
  • Worked within a team of3 to support15 servers and200 workstations
  • Installed/upgraded/maintained Windows-based NT system in a client/server environment; installed hardware, operating systems, and third-party software on workstations and servers; managed system security and bug reporting, configuration management, and system back-up
  • Administered user access, accounts, and passwords; administered Microsoft Exchange5.5
  • Maintained telecommunications (TCP/IP, T-1) network connectivity

Senior System Analyst

LuxN, Inc.
01.1999 - 01.2001
  • Managed installations, configurations, maintenance, and administration of applications and operational servers; maintained user access and passwords
  • Administered MS Exchange5.5/2000; administered remote access servers (analog dial/ISDN/VPN)
  • Designed/maintained TCP/IP, WINS, DHCP, DNS
  • Monitored system use/performance; performed all back-ups/recovery; installed, configured, integrated third-party software packages into operating system
  • Supported executive staff and provided helpdesk support to corporate clients; functioned as troubleshooter for all telecommunications problems; researched/tested new technology
  • Assisted IS Manager with implementation of procedures and protocols

Education

Computer Science Associate Degree -

Mission College
Santa Clara, CA
01.1998

Skills

  • SAP/LAN hardware / software TCP/IP DNS DHCP MS Windows2013/2010/2007/2003/2000/NT4 Server Exchange Server IIS Server administration Active Directory IBM AS400 iSeries MS Windows Win7/XP/2000/NT/9X desktop/workstation operating systems Backup Exec MS Office2010/2007/2003 Access2010/2007/2003 Outlook2010/2007/2003 TCP/IP Ethernet Networking DHCP and static IP addressing Wireless Networking Veritas Backup Checkpoint
  • Network troubleshooting
  • Remote support
  • Software knowledge
  • Help desk software
  • Customer education
  • Technical support
  • Operating systems
  • Service ticket tracking
  • Teamwork and collaboration
  • Ticketing systems
  • ITIL framework
  • CRM software

Certification

  • CompTIA Certification A+ and Network+

Timeline

Senior Technical Help Desk Specialist

Capgemini Inc.
06.2006 - Current

Network Administrator

Optibase, Inc.
01.2001 - 01.2002

Senior System Analyst

LuxN, Inc.
01.1999 - 01.2001

Computer Science Associate Degree -

Mission College

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Dharmesh Patel