SAMIR PATEL

Manage over 25 emails, calls, and tickets per day.
Acknowledge, assess, and take ownership of solving complex technical issues promptly and
professionally.
Provide troubleshooting, problem replication, and documentation to QA/Development to
assist in root cause analysis and resolution.
Work with ERP vendors (Sage, Viewpoint/Dexter-Chaney, Great Plains, Solomon Dynamics to
troubleshoot data related issues.
Perform SQL queries to investigate data issues and correct them where applicable.
Install or upgrade customer software using established practices and procedures.
Work closely with users and management to maintain and continually improve internal
operations and documentation.
Analyze and document customer requirements and business processes.
Work closely with developers to design and document new products and features.
Assist development with software quality testing and revision changes.
Skilled at working independently and collaboratively in team environment

• Provide first and second level technical support to customers.
• Attend calls from clients related to various issues, including investigating the accuracy and completeness of meter exchange work order issues, field data queries, and handheld/PDA as required Undertaking analysis, diagnosis and resolution of client problems via phone, e-mail and/ or through remote login in to their systems.
• Perform Implementation work: requirement gathering, setup and configure server / application system, training, and UAT testing until go-live.
• Logging and maintaining bugs / enhancements tickets in Bugzilla & JIRA.
• Taking ownership of problems and tracking them to a successful resolution.
• Setup and configuration of web service and application pool using Internet Information Service (IIS).
• Setup and configuration of SSRS reports.
• Work with Development/Engineering and Implementations teams to further assist clients.
• Provide on-call support calls outside of business hours and on the weekends.
• Support industrial grade handheld devices (like Motorola, Intermec, BlueBird, Psion) running windows mobile.
• Perform full database and software upgrades due to revision changes.
• Test new workflow management software releases.
• Liaison with 3rd party hardware vendors like Sierra-Wireless, Cypress Solutions for any modem issues.
• Liaison with 3rd party software vendors like MilSoft, ESRI, and Partner for any map viewer issues.
• Continuously reviewing performance against Service Level Agreements (SLAs).
• Resolved customer issues in a clear, courteous and straightforward manner.
• Demonstrated professionalism and courtesy with customers at all times.
• Researched, troubleshot and resolved complex problems independently.
• Researched, troubleshot and resolved complex problems independently.
• Worked closely with team members to meet or exceed all customer service requirements.
• Provided on-call support for critical issues.

Answer in-depth technical questions about product functionality and implementation.
Provide product support for partners and customers.
Enter Document software bugs into Zendesk and escalate to applicable departments for
resolution.
Create Application Notes, Implementation and Deployment Guides as well as other pertinent
technical documentation in support of product.
Assist with product testing and revision changes.
Created knowledge-based articles and published guidelines for proper use of systems.

• supported mission critical Unicom (Billing & Customer Care) system to clients within Canada and United States via phone and through remote modems assisted in closing of all open support calls.
• analyzed, investigated and corrected issues pertaining to software deficiencies.
• created ad-hoc queries and customized reports as per client requirements using SQL.
• liaison between customers and internal departments to gather information on new enhancement requirements conducted training for customer base when required.
• created and installed software patches on customers systems.
• performed basic system administration of DG/UX, Linux and Windows servers.
• participated 24/7 on call on rotating basis with other support team members.

• analyzed investigated and corrected issues pertaining to rating and billing.
• implemented complex rate plans for both commercial and residential accounts.
• used UniBasic (SQL) at Universe Command Processor level for problem solving and creation of reports.
• performed daily operational duties including loading/reading toll tapes and formatting calls.
• ensured rating and billing of customer invoices are met by respective deadlines.
• ran various daily, weekly, and monthly reports for management.
• assisted in System Administration including daily backups and process management.