PARVEZ V
Chicago,IL
Summary
Results-driven Help Desk Technician with over3 years of experience in providing exceptional user support and customer service. Proven expertise in analyzing business requirements, implementing technology solutions, and enhancing operational efficiency. Skilled in troubleshooting and resolving complex technical issues, maintaining enterprise resources, and ensuring compliance with industry regulations. Adept at collaborating with cross-functional teams to develop and support IT systems that drive business growth. Experienced in using Customer Relationship Management (CRM) systems to manage and streamline customer interactions and data. Committed to delivering high-quality results and continuously improving IT frameworks to meet evolving business needs.
Overview
8
8
years of professional experience
1
1
Certification
Work History
HELP DESK TECHNICIAN
MBFS
07.2022 - 09.2024
- Provided first-level support for over300 end-users, resolving issues related to hardware, software, and networking
- Skilled in troubleshooting and installing Microsoft Office Applications, as well as building and configuring computers using Windows10 OS, ensuring optimal performance and functionality
- Configured and maintained VoIP systems to ensure reliable and efficient communication
- Diagnosed and resolved VoIP-related issues, optimizing network settings for minimal latency and jitter
- Analyzed and troubleshoot hardware, software, and network issues
- Resolved unknown errors and document resolutions for the knowledge base
- Maintained proficiency in IT-supported software and applications
- Managed and prioritized service desk tickets, achieving a95% resolution rate within the SLA
- Assisted in the implementation of a new ticketing system, improving tracking and reporting processes
- Conducted user training sessions on new software tools, enhancing overall user proficiency
- Collaborated with IT teams to troubleshoot and resolve complex technical issues, reducing downtime by20%
- Proficient in managing and troubleshooting networked Windows10 environments, including Office365 and VPN connectivity and access rights issues, ensuring seamless and secure user access
- Provide user support and customer service in the Support Center
- Be present and visible to assist users with technical issues
- Offer friendly, customer-focused support both on-site and remotely
- Exhibit excellent interpersonal skills with technical and non-technical personnel
- Perform escalations to vendors or internal departments when necessary
- Administrate, maintain, and support enterprise resources (laptops, desktops, tablets, mobile phones, etc.)
- Collaborate with other IT groups for efficient problem-solving
IT SUPPORT ANALYST
FEDERAL-MOGUL CORPORATION
01.2020 - 02.2021
- Collaborated with stakeholders to gather and analyze business requirements, translating them into technical specifications for IT projects
- Developed and maintained IT systems and applications to enhance operational efficiency and support financial services processes
- Conducted system testing and troubleshooting to identify and resolve issues, ensuring optimal performance and user satisfaction
- Created detailed documentation for system designs, user guides, and training materials to facilitate knowledge transfer and compliance
- Assisted in the implementation of new technologies, ensuring alignment with industry regulations and best practices
- Documented support activities, solutions, and resolutions in the ticketing system for future reference
- Worked closely with the IT team to escalate complex issues and implement solutions
- Monitored application performance and proactively identified potential issues
- Conducted training sessions for end-users to optimize the use of applications
- Gathered user feedback to improve application functionality and user experience
- Participated in cross-functional teams to deliver IT solutions that support business growth and improve customer experiences
- Collaborated closely with network engineers to develop effective network management and troubleshooting tools
- Provided documentation and training for network administrators on the use of new tools and applications
MANUFACTURING OPERATIONS SPECIALIST
FEDERAL-MOGUL CORPORATION
09.2016 - 12.2019
- Operated and maintained various assembly and bundling machines for packaging car parts
- Set up jobs and machinery, ensuring optimal efficiency and minimal downtime
- Conducted regular maintenance checks to ensure smooth machine operation
- Skillfully operated forklifts and Big Joe lifts for material handling and transport
- Adhered to safety protocols, ensuring safe loading, unloading, and minimal damage
- Conducted quality control checks and inspections to meet product standards
- Read and interpreted assembly instructions and blueprints for accurate component assembly
- Utilized hand and power tools for assembly and maintenance tasks
- Prioritized tasks and managed time effectively to meet production deadlines
- Collaborated with a team of20 members, including supervisors and engineers
- Fostered a collaborative work environment to achieve production goals
- Identified and resolved technical issues related to machinery and product quality
Education
BACHELOR OF SOCIAL WORK -
SARDAR PATEL UNIVERSITY
01.2013
Skills
- Business Analysis: Proficient in gathering and analyzing business requirements, conducting feasibility studies, and developing technical specifications
- Software Development: Familiar with programming languages such as Java, Python, or JavaScript; experienced in application design and development processes
- Systems Analysis: Strong ability to assess and optimize IT systems for improved functionality and user experience
- Database Management: Knowledge of SQL and database technologies, including Oracle or MySQL, for data retrieval and manipulation
- Agile Methodologies: Experience working in Agile environments, participating in sprints, and collaborating with cross-functional teams
- Problem Solving: Effective troubleshooting skills, capable of diagnosing and resolving technical issues efficiently
- Documentation: Skilled in creating comprehensive documentation, including user manuals, technical specifications, and system architecture diagrams
- Testing and Quality Assurance: Experience in conducting system testing, user acceptance testing (UAT), and ensuring software quality standards
- Collaboration Tools: Proficient in using tools such as JIRA, Confluence, and Git for project management and version control
- Communication: Strong verbal and written communication skills, adept at conveying technical information to non-technical stakeholders
- Compliance and Security: Knowledge of industry regulations and best practices related to data security and compliance in financial services
- Support & Troubleshooting: Zendesk, CRM systems, issue resolution, Windows and Linux OS
Certification
- APRIL2021 to APRIL2022
- Completed comprehensive training in DevOps, CI/CD tools, Windows, and Linux.
- Secured an entry-level position, leveraging skills to enhance operational efficiency and drive technological innovation within development teams.
Languages
Hindi
Full Professional
Gujarati
Full Professional
Interests
- Rock Climbing
- Enjoy hobbies that combine physical activity with outdoor exploration
- Baking
- Web Development and Design
- Martial Arts
- Food Tourism
- Engaging in food photography and sharing culinary creations on social media
- Electronics and Circuit Building
- Community Cleanup
- Enjoying the art of baking and pastry-making, experimenting with recipes
- Graphic Design
- Cooking
- I enjoy helping others and giving back to the community
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Participating in cultural exchange programs and homestays
- Gardening
- Participating in local clean-up initiatives
- Documenting and sharing travel experiences
Timeline
HELP DESK TECHNICIAN
MBFS
07.2022 - 09.2024
IT SUPPORT ANALYST
FEDERAL-MOGUL CORPORATION
01.2020 - 02.2021
MANUFACTURING OPERATIONS SPECIALIST
FEDERAL-MOGUL CORPORATION
09.2016 - 12.2019
BACHELOR OF SOCIAL WORK -
SARDAR PATEL UNIVERSITY
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