Dhwani Patel

Detail-oriented IT Customer Support Specialist and Computer Science student with proven experience providing L1/L2 technical support within enterprise Windows and Microsoft 365 environments. CompTIA A+ certified with a track record of reducing downtime by 40% during large-scale domain migrations. Expert in ticketing systems, Active Directory administration, and delivering exceptional customer service in fast-paced, 24/7 operational settings.

• Communication
• Service à la clientèle
• Anglais
• Google Workspace
• Jira
• Leadership
• Microsoft Excel
• Microsoft Office
• Microsoft Outlook
• Microsoft Word
• Sens de l’organisation
• Systèmes de point de vente
• Résolution de problèmes
• Collecte des exigences
• Travail d’équipe
• Gestion du temps

1. IT Support Technician - Hypercare Deployment

   Maple Leaf Foods

   juill. 2025 to août 2025

   Lethbridge, AB

   • Provided Level 1 support to end users across 100+ Windows 10/11 desktops, laptops and Intune-enrolled iPads during a live domain migration, reducing unplanned downtime by 40%. • Prepared and re-purposed desktop and laptop hardware for end users imaging, configuring, and completing MFA and Microsoft Authenticator onboarding for 50+ users. • Diagnosed and resolved printer/MFP issues including LDAP bindings, scan-to-email failures, and print queue errors; supported SAP print error resolution. • Maintained and monitored the help desk ticketing system (myServiceDesk) and IT asset management records, logging incidents, resolutions and asset movements. • Assisted leads with domain account requests, endpoint re-enrollment, and validation of Intune compliance on mobile devices post-migration.

2. Shift Manager

   Pizza Hut

   août 2022 to Aujourd’hui

   Lethbridge, AB

   • Provide end-user training on POS systems and in-store technology; troubleshot hardware, network and peripheral issues to keep operations running smoothly. • Coordinate day-to-day operations and shift coverage across multi-functional teams in a fast-paced business environment. • Onboard new employees on company systems and procedures, ensuring consistent service delivery. • Resolve customer issues efficiently while maintaining a professional, respectful and responsive attitude.

1. University of Lethbridge

   Bachelor of Science, Computer Science

   Lethbridge, AB, Canada

   2026

   Relevant Courses: • Data Communications & Networking: Network design, protocol analysis, and OSI/TCP-IP implementation. • Practical software: Advanced OOP, design patterns, Git/Unix workflows. • Operating System: OS internals including process concurrency, thread scheduling, memory management. • Data Structure Algorithm: Engineering algorithms and data structures to solve computational problems. • Computer Architecture: Register-level hardware design, subsystem construction, and system optimization.

• CompTIA A+ (Core 1 & Core 2)

• Cisco Certified Network Associate (CCNA)

• Cisco Computer Hardware Basics Certificate