JEPAL PATEL
Summary
Dedicated IT Support Specialist with extensive experience in first-level technical support and remote desktop assistance. Proficient in hardware and software diagnostics, Windows 10 & 11 administration, and Microsoft 365 management. Skilled in Active Directory user management, TCP/IP troubleshooting, and basic Linux operations. Adept at incident logging, SLA management, and IT documentation updates. Strong communicator with expertise in phone, email, and ticketing system support. Committed to enhancing IT service delivery through effective problem resolution and escalation to advanced support teams.
Overview
10
10
years of professional experience
1
1
Certification
Work history
IT Support Engineer
Agni AI Solutions
London, UK
2025.05 - 2026.06
- Provide first-line technical support via phone, email, remote desktop, and ticketing systems.
- Diagnose and resolve hardware, software, operating system, and connectivity issues.
- Support Windows 10/11 environments and Microsoft 365 applications.
- Create, manage, and update user accounts and permissions within Active Directory.
- Troubleshoot TCP/IP, DNS, DHCP, and network connectivity issues.
- Build, configure, deploy, and support desktops and laptops for end users.
- Maintain accurate records of IT assets, including ownership, location, and deployment status.
- Support the issuing, replacement, return, and retirement of IT equipment.
- Assist with device audits and inventory verification activities.
- Support device compliance requirements, including software updates and endpoint protection checks.
- Maintain detailed incident records, technical documentation, and knowledge base articles.
- Escalate complex technical issues to 2nd and 3rd line support teams.
- Assist users with mobile devices and standard device management procedures.
- Contribute to continuous improvement of IT support and asset management processes.
Customer Service Manager
William Hill
London, UK
2023.02 - 2025.04
- Delivered professional customer support in a fast-paced environment.
- Resolved customer complaints and escalated complex issues appropriately.
- Demonstrated strong communication and organisational skills.
IT lecturer
Sigma University
, India
2016.02 - 2021.11
- Supported internal systems and troubleshooting activities.
- Created technical documentation and system improvement reports.
- Developed basic scripting knowledge (PowerShell exposure during system support tasks).
- Mentored students during their final year project, ensured successful completion.
- Ensured up-to-date subject knowledge with continuous professional development.
Education
MSc - Business Analytics
University of Essex
BEng - Computer Engineering
Parul University
Skills
- First-Level Technical Support
- Remote Desktop Support
- Basic Linux Knowledge
- Hardware & Software Diagnostics
- Active Directory User Management
- Escalation to 2nd / 3rd Line Teams
- Desktop & Laptop Build & Configuration
- Excellent Communication Skills
- Phone, Email & Ticketing System Support
- Windows 10 & 11 Administration
- TCP/IP, DNS, DHCP Troubleshooting
- Microsoft 365 Administration
- Incident Logging & SLA Management
- IT Documentation & Knowledge Base Updates
- Basic PowerShell Scripting
Certification
CompTIA A+ (In Progress)
Timeline
IT Support Engineer
Agni AI Solutions
2025.05 - 2026.06
Customer Service Manager
William Hill
2023.02 - 2025.04
IT lecturer
Sigma University
2016.02 - 2021.11
BEng - Computer Engineering
Parul University
MSc - Business Analytics
University of Essex