Open to opportunities

Heetal Patel

@heetalpatel

Message

Customer-focused IT support specialist delivering reliable Tier 1–3 technical solutions and documentation.

Canada

Message

What I'm looking for

I seek a customer-focused technical support role where I can reduce resolution times, improve documentation, mentor teams, and work within secure, SLA-driven environments.

I am a certified IT support professional with over 20 years of experience providing Tier 1–3 support across SaaS platforms, enterprise software, and hardware systems. I specialize in troubleshooting, user onboarding, remote diagnostics, network support, and maintaining SLA-driven incident resolution.

Throughout my career I reduced ticket resolution times and system downtime, authored standard support guides (including a gRPC API guide), and led regression testing that cut defect rates. I have strong experience with ticketing/CRM systems (Freshdesk, Assyst, Salesforce), networking (TCP/IP, DNS, DHCP, VPN), Active Directory, and database support using SQL.

I prioritize clear client communication, cross-functional collaboration, and knowledge-base documentation to improve team efficiency and customer satisfaction. I hold an Enhanced Reliability Security Clearance and have delivered secure infrastructure and compliance-focused support in high-volume environments.

Experience

Work history, roles, and key accomplishments

Current

Business Support Specialist

Current

NDP Consulting

Jan 2020 - Present (6 years 1 month)

Provided L1–L3 technical support for hospitality platforms (RoomKey PMS), reducing ticket resolution time by 35% and decreasing system downtime through proactive network monitoring and troubleshooting.

Technical Support RoomKey PMS VPN SOPs Ticketing Payroll Software

Network Support Specialist

Department of National Defence

Jan 2024 - Apr 2024 (3 months)

Managed enterprise service requests for 200+ users using Assyst, performed secure device imaging and hardware replacements, and administered Active Directory while maintaining DND IT security protocols.

Assyst Active Directory Imaging IT Security User Provisioning Group Policy

Remote Application Support Technician

Adroit Trading Technologies

Jan 2022 - Jun 2023 (1 year 5 months)

Delivered technical support for FIX protocol and EMS/OMS platforms, authored the company's first gRPC API support guide, and improved ticket resolution KPIs by 75% through Freshdesk workflow optimizations.

FIX Protocols gRPC Freshdesk API Testing EMS Functional Testing Technical Documentation

Product Support Analyst

Brady Energy / NDP Consulting

Jan 2017 - Dec 2020 (3 years 11 months)

Provided 24/7 support for commodity trading software across North America, led regression testing that reduced post-deployment defects by 30%, and maintained a comprehensive knowledge base to improve team efficiency.

Commodity Trading Software Regression Testing VPN Knowledge Base Support Operations SQL

Application Support Analyst

Brady Energy

Jan 2007 - Dec 2016 (9 years 11 months)

Led customer onboarding and training to halve go-live times, supported SQL queries and VPN connectivity, and reduced operational costs by 75% while managing admin and IT functions.

Onboarding Training SQL VPN Troubleshooting Documentation

Customer Support Analyst

Xltek (Natus Medical)

Jan 2005 - Dec 2007 (2 years 11 months)

Supported clinical end-users with neuro-diagnostic software and hardware, participated in 24/7 on-call rotation, and resolved critical issues within a 2-hour SLA while collaborating with engineering on root-cause analysis.

Clinical Support SLA Management Root Cause Analysis Technical Documentation