Neh Patel
Ahmedabad
Summary
Dynamic Technical Support Specialist with extensive experience at Quilt Software, excelling in SLA compliance and incident management. Adept at troubleshooting complex hardware and software issues while delivering exceptional customer communication. Recognized for enhancing support processes and driving efficiency through meticulous documentation and critical problem-solving skills. Committed to enhancing IT systems and processes for improved efficiency
Overview
6
6
years of professional experience
Work History
Technical Support Specialist
Quilt Software
Ahmedabad
06.2025 - Current
- Delivered real-time technical support via phone and email, consistently achieving SLA targets
- Diagnosed and resolved customer issues efficiently, ensuring minimal downtime and high satisfaction
- Troubleshot software and system issues related to Windows OS, enhancing user experience
- Supported hardware troubleshooting including PCs, pinpads, printers, cash drawers, barcode scanners, and scale devices
- Configured and troubleshot basic network components including routers, firewalls, and connectivity issues
- Maintained lab environments to test software updates and replicate customer-reported bugs, ensuring product reliability
- Assisted in identifying recurring issues and collaborated with development teams for permanent fixes
- Documented technical processes, troubleshooting steps, and product knowledge for internal and external use
Desktop Support Engineer(Team Lead)
Tech Mahindra
Ahmedabad
04.2024 - 06.2025
- Diagnosed hardware and software problems on laptops, delivering effective technical support to end-users.
- Executed security protocols, including encryption and access controls, for laptop protection.
- Resolved network connectivity challenges, ensuring seamless operations for users.
- Deployed firewalls and intrusion detection systems alongside VPNs for enhanced network security.
- Applied timely security patches and implemented monitoring tools to mitigate risks.
- Documented hardware inventory along with licenses and warranties to maintain accurate asset management.
Senior IT Officer
Mackur Laboratories Limited
Gandhinagar
01.2024 - 04.2024
- Managed acquisition, configuration, and deployment of systems to enhance employee productivity.
- Recommended enhancements for organizational IT systems to improve efficiency.
- Diagnosed hardware and software issues on laptops, providing technical support to minimize downtime.
- Created, modified, and deactivated user accounts across multiple systems including Active Directory.
- Ensured data integrity by backing up raw files from HPLC, UPLC, and CHNS machinery.
- Recorded incidents, resolutions, and preventive measures to streamline support processes.
IT Executive
Synzeal Research Private Limited
Ahmedabad
08.2020 - 08.2023
- Processed orders for desktops and laptops to meet user specifications and ensure timely delivery.
- Installed, configured, and troubleshot hardware, software, networks, printers, and scanners.
- Monitored and maintained computer systems and networks, ensuring data integrity through regular backups.
- Documented configurations of systems and maintained records of company assets.
- Tracked server and NAS device performance and capacity metrics to optimize resource allocation.
- Scheduled daily backups for all critical files and data.
- Managed backup of raw data files from machines efficiently.
- Maintained comprehensive records of hardware, software assets, and password databases.
Education
SSC -
A.G Teachers
AhmedabadComputer Engineering -
Excel Institute Of Diploma Studies
KalolB.E - Computer Engineering
SCET
KalolSkills
- Network configuration
- Management of servers, PCs, routers, and switches
- Monitoring and resolving hardware/software issues
- Troubleshooting of peripherals including PCs, printers, scanners, and POS systems
- SLA compliance and incident management
- Documentation of technical processes
- High-pressure multitasking
- Problem Solving & Critical Thinking
- Effective customer communication
- Management of service logs
Hobbies and Interests
- Football
- Cricket
- Gym
- Gaming
- Music & Podcasts
- Book Reading
Personal Information
Nationality: Indian
Languages
- English
- Gujarati
- Hindi
Timeline
Technical Support Specialist
Quilt Software
06.2025 - Current
Desktop Support Engineer(Team Lead)
Tech Mahindra
04.2024 - 06.2025
Senior IT Officer
Mackur Laboratories Limited
01.2024 - 04.2024
IT Executive
Synzeal Research Private Limited
08.2020 - 08.2023
SSC -
A.G Teachers
Computer Engineering -
Excel Institute Of Diploma Studies
B.E - Computer Engineering
SCET