Vaishali Patel

- Verify all phone calls, emails and alerts to the Service Desk precisely log as Service Tickets.
- Provide Service Desk Level 1 and 2 resolutions to customers’ IT related issues via phone and email services.
- Record customer’s request information precisely in a very private and confidential manner.
- Collaborate effectively with Service Desk Team for Incident Management and customer’s service requirements.
- Continually monitoring of alert systems, reporting and escalating tickets to the appropriate channel in a timely manner.
- Manage each customer’s profile into the Active Directory and Azure cloud services while ensuring customer’s data are kept secure and confidential.
- Assist customers with any IT related issues or requests for service that they have and ensure deliver resolution effectively and efficiently.

- Worked closely with Industry and Academic supervisors on a SCRUM basis daily stand-up meeting.

- Created weekly test programmed in JavaScript and Python for grad students.

- Created Test Automation Environment using Node.js and Pytest. - Prepared Error log, Risk Management, Time Management, Quality Assurance and Academic Reports.

- Maintained Microsoft Project Management tool.

- Managed with GitHub for code hosting for version control and collaboration.