SHIV PATEL
Consultative Agent
Rockford,IL
Summary
IT Support professional with hands-on experience delivering Tier 1/2 technical support in fast-paced environments. Strong in troubleshooting Windows systems, Microsoft 365 tools, and hardware/software issues while maintaining a customer-first approach. Proven ability to resolve incidents, manage user needs, and communicate clearly across in-person and remote channels. Seeking an IT Specialist role to support reliable operations and continuous improvement.
Overview
2
2
years of professional experience
Work History
Geek Squad Consultative Agent
Best Buy
01.2026 - Current
- Provide Tier 1 technical support by troubleshooting hardware, software, and connectivity issues
- Diagnose and resolve issues on Windows PCs, mobile devices, and peripherals
- Assist with system setup, software installation, updates, and basic security configurations
- Communicate technical solutions clearly to non-technical users
- Document customer issues and resolutions for accurate service tracking
- Recommend appropriate technical services based on customer needs
Online Picker
Meijer
10.2024 - 03.2026
- Used digital systems and handheld devices to manage orders and inventory efficiently
- Resolved system and scanning issues, strengthening troubleshooting skills
- Maintained strong communication and customer service in a fast-paced environment
Education
Bachelor of Science - Computer Science
05-2025
- Dean’s List (2023 – 2025)
- Relevant Coursework: Networking, Cybersecurity Principles
- Project: Federated Learning model using Python, PyTorch, and TensorFlow Federated
- GPA: 3.4
A.A. - Computer Science
05-2023
- Dean’s List (2021)
- Project: Built a responsive portfolio website using HTML5 and CSS3
- GPA: 3.3
Skills
Windows 10/11 Support
Microsoft 365 (Outlook, Teams, Word, Excel)
Exchange (Basic Administration & Troubleshooting)
User Account Management (Password Resets, Permissions, Access Control)
Hardware & Software Troubleshooting
Network Troubleshooting (TCP/IP, DNS, Wi-Fi)
Incident Management & Service Requests (ITIL Concepts)
Technical Documentation & Ticket Updates
System Setup, Imaging & Software Installation
Device & Peripheral Support (Printers, Monitors, Accessories)
Customer Support & Technical Communication
Root Cause Analysis & Problem Solving
Timeline
Geek Squad Consultative Agent - Best Buy
01.2026 - Current
Online Picker - Meijer
10.2024 - 03.2026
Rock Valley College - A.A., Computer Science
Rockford University - Bachelor of Science, Computer Science