Heetal Patel

Highly experienced IT Professional and Technical Writer with a stellar record in conducting analysis, technical writing, and identifying/troubleshooting intricate issues while confirming adherence to client requirements and regulatory procedures. Customer-obsessed expert excels at answering queries, offering real-time resolution of customer issues, and delivering outstanding services. Concept-to-completion mastermind recognized for validating data-driven insights to pinpoint problem areas, executing robust solutions, and augmenting business performance. Articulate communicator, fostering collaborative relationships at all levels.  Dedicated to maintaining a positive attitude and motivating others while upholding the values of integrity, persistence, and hard work.

Remote Application Support Technician                                                                                   2022 – 2023

Forged relationships with customers and internal team, while offering application support to ensure client success and satisfaction. Conducted in-depth functional and gRPC API testing ensuring optimal performance and functionality. Created and maintained knowledge base of application and relevant support issues, while confirming accuracy and completeness over time.

• Overcame the challenge of team collaboration and timely feedback on support requests through weekly meetings and chat reminders, moderate progress due to team workload in a 100% remote support role.
• Efficiently acquired and sustained a comprehensive comprehension of the Adroit EMS/OMS platform through ongoing support and maintenance efforts.
• Meticulously managed Freshdesk CRM Application and escalated high priority support requests to accelerate customer success.
• Successfully passed rigorous security clearance processes to enable client support, demonstrating an unwavering commitment to maintaining the highest standards of security and compliance.
• Created gRPC API communication document for the company, ensuring clients have access to crucial information; received positive feedback for being the first to craft such a document, despite the significant time investment required.

Took a career break from 2020 to 2022 to care for children during the COVID-19 pandemic.

BRADY ENERGY, NDP CONSULTING, NORTH Bay, ON

Remote Support Analyst Consultant                                                                                          2017 – 2020

Implemented robust functional and regression testing methodologies aimed at assuring the fulfillment of all required specifications and standards for application modifications. Provided technical support to clients and end-users, troubleshot issues, offered tailored solutions to problems, and answered questions related to hardware, software, and network systems. Identified recurring issues by keeping up-to-date documentation of support issues, resolutions, and recommendations.

• Delivered unparalleled 1st, 2nd, and 3rd line support to external clients by utilizing expertise in energy and commodity trading software, leading to optimum performance and maximum satisfaction.
• Performed exhaustive analysis of change requests to sustain platform functionality and prevent the occurrence of bugs, constantly striving to improve customer success through the provision of 24x7 on-call support.
• Demonstrated technical proficiency by thoroughly evaluating software and patch releases on a virtual test environment, tactfully reducing anomalies and defects.

BRADY ENERGY, Toronto, ON 

Product Analyst / Account Manager                                                                                          2007 – 2016

Delivered remote assistance to software users in resolving data discrepancies and answering queries for smooth software usage. Facilitated effective communication between clients and corporate offices while serving as a liaison. Formulated thorough documentation and updates for test cases, customer training, and support documentation. Accelerated end-user experience by conducting informative workshops, training sessions, and engaging activities to mentor users on functionalities of the product.

• Achieved cost savings of 40% in the first year and 75% in following years by spearheading cost-cutting initiatives, directing administrative tasks, and independently operating the office for a period of three years to foster organizational growth.
• Championed process improvements and secured customer success of North American organizations by offering expert support for industry-specific Brady software.
• Produced and managed Client User Guides to assist with software feature and relevant application changes.
• Strengthened software quality and minimized downtime by competently promoting local test environments such as testing and configuring fine-tuning software patches.

XLTEK, NATUS, Oakville, ON 

Customer Support Analyst                                                                                                          2005 – 2007

Assured strict compliance with Salesforce client best practices and performed regular maintenance activities with the aim of accomplishing exemplary development and performance. Directed in-depth log analysis to assess and troubleshoot application errors. 

• Amplified the success rate of Neuro Diagnostic hardware and software employment by carrying out remote assistance for administration and functionality.
• Boosted team productivity through world-class customer support aiming at determining and mitigating intricate customer issues.

Master of Business Administration: West Texas A&M, Canton, TX – 2020

Bachelor of Science in Computer Information System: Purdue University, Fort Wayne, IN – 2002