Summary
Overview
Work History
Education
Skills
Timeline

Raj Patel

Summary

Innovative IT Technician with a passion for forward-looking systems design and product improvements. Track record of successfully identifying and resolving computer hardware, software, and systems performance issues. Recognized for forging strong relationships with colleagues and customers..

Overview

7
7
years of professional experience

Work History

Service Desk Analyst

The Knights of Columbus
New Haven, CT
07.2023 - Current
  • Provided prompt and efficient first-line technical support to end-users, effectively troubleshooting and resolving hardware and software complications
  • Collaborated seamlessly with cross-functional teams to implement and maintain IT systems, effectively ensuring continuous operations and minimizing downtime
  • Conducted meticulous root cause analysis of incidents, identifying patterns and recommending proactive measures to enhance the reliability of systems
  • Developed and executed user training programs, empowering employees to optimize technology usage and significantly boost over all productivity Levels.
  • Provided technical assistance and troubleshooting to customers via telephone, email, and online chat.
  • Performed system backups, disk imaging and other IT related tasks.
  • Resolved customer inquiries by identifying problems, researching answers, and providing solutions in a timely manner.
  • Developed training materials for end-users on various computer systems or applications.

Platform Support Coordinator

The Trade Desk
New York, NY
11.2021 - 05.2023
  • Collaborated with account managers to offer website and technical support within The Trade Desk's platform
  • Managed customer incidents, ensuring compliance with Service Level Agreements; escalated issues as required
  • Resolved 15-20 daily technical platform issues, escalating complex cases to analysts and managers
  • Created and shared technical guides on the internal Knowledge Base, improving team efficiency
  • Conducted QA testing for platform feature updates, preventing crashes and ensuring optimal functionality
  • Provided personalized training to colleagues and clients on support tools and processes.

Teller 2 / IT Support

TD Bank
Wallingford, CT
02.2017 - 11.2021
  • Securely stored confidential customer information (cash drawer receipts, written reports, online information) by restricting access to select internal employees
  • Answered online, phone, email, and in-person customer account requests (e.g., deposits, withdrawals), and inquiries about customer-facing applications, credit cards, and other promotions
  • Collaborated with other bank departments (e.g., loans, credit cards, computer systems) to resolve customer questions and issues
  • Troubleshooted and resolved hardware, software, and networking issues, consulting third-party vendors in unusual cases where additional assistance was required
  • Documented training materials for use by bank employees.

Education

Bachelor of Science (BS) - Computer Science

Southern Connecticut State University

Associate of Science (AS) - Computer Science

Gateway Community College

Skills

  • Software (Access, Excel, Word, PPT)
  • Project Management (Jira, service now, Confluence)
  • Programming (JAVA script, C, Python, SQL, HTML5)
  • Operating Systems (Microsoft Windows, macOS, Linux, JavaOS, SQL Server, UI)
  • Technical Support
  • Hardware Troubleshooting
  • Documentation
  • Remote Technical Support
  • Database Management
  • User Support
  • Hardware Configuration

Timeline

Service Desk Analyst - The Knights of Columbus
07.2023 - Current
Platform Support Coordinator - The Trade Desk
11.2021 - 05.2023
Teller 2 / IT Support - TD Bank
02.2017 - 11.2021
Southern Connecticut State University - Bachelor of Science (BS), Computer Science
Gateway Community College - Associate of Science (AS), Computer Science

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Raj Patel