End-User & Productivity Support
- Windows 10
- Windows 11
- macOS
- Microsoft 365
- Software troubleshooting
- Device setup
- iOS & Android devices
- SIM/eSIM setup
- Activation & porting support
Ontario, Canada
Yashkumar Patel — IT Support & Service Desk
Computer Systems Technology Graduate | IT Support & Service Desk
Sheridan College Computer Systems Technology graduate with hands-on networking, Cisco, Linux and cloud coursework/labs, backed by 3.5+ years at Bell Canada helping customers navigate connectivity, devices, activations, service issues and technology decisions in high-volume environments. Focused on IT Support, Service Desk and Technical Support roles across Ontario.
Windows 10/11 • Microsoft 365 • Networking • Cisco • Linux • Troubleshooting
5,300+
Customers Personally Advised
200+
Daily Interactions
3.5+ Years
Telecom Experience
10–15
Team Members Coached
About
Technology, troubleshooting and communication.
I'm a Sheridan College Computer Systems Technology graduate with an Advanced Diploma in Software Development & Network Engineering and more than 3.5 years of customer-facing experience at Bell Canada.
I've personally advised 5,300+ customers on internet, mobility and telecommunications solutions while working in high-volume environments involving 200+ daily interactions. My experience also includes helping customers with internet and Wi-Fi connectivity issues, device and SIM/eSIM setup, activations and number porting, billing/account/plan concerns, and installation, serviceability and technician escalations.
That combination of technical education and front-line experience has strengthened my ability to listen carefully, troubleshoot methodically, explain technology clearly to non-technical users, stay composed under pressure and coordinate the right next step when an issue requires escalation.
Skills
Technical Focus
Networking & Connectivity
- Cisco Packet Tracer
- Cisco routers & switches
- TCP/IP
- DNS
- DHCP
- Wi-Fi
- LAN fundamentals
- IP configuration
- Connectivity troubleshooting
- Networking fundamentals
Systems, Cloud & Technical Foundations
- Linux / UNIX
- AWS/Azure cloud tools — coursework/lab exposure
- Cloud-enabled networks
- Cloud architecture fundamentals
- Operating system concepts
- Wireless systems
- IoT systems & device connectivity
- SQL / MySQL fundamentals
Support Workflow & Communication
- Technical troubleshooting
- Issue reproduction
- Jira issue/defect tracking
- GitHub
- Salesforce / CRM
- Customer support
- Technical communication
- Escalation coordination
- Documentation
- Explaining technology to non-technical users
Projects
Technical Projects & Labs
Hands-on coursework and projects spanning networking, troubleshooting, cloud/server technologies and application development.
Networking • College Labs
Cisco Networking & Packet Tracer Labs
Completed recurring hands-on networking labs as part of Sheridan College's Computer Systems Technology program using Cisco Packet Tracer and Cisco routers/switches. Worked through practical network configuration, connectivity and troubleshooting exercises alongside networking theory, developing hands-on familiarity with network behaviour and structured problem isolation.
IT Support relevance: Built a practical networking foundation for diagnosing connectivity issues and understanding the network services that end users depend on.
- Cisco Packet Tracer
- Cisco Routers/Switches
- TCP/IP
- IP Configuration
- LAN
- Networking
- Connectivity Troubleshooting
Systems • Cloud • College Labs
Cloud, Linux & Systems Coursework/Labs
Completed hands-on coursework involving Linux/UNIX operating systems, cloud-enabled networking, cloud architecture and server/system concepts, with academic exposure to AWS/Azure cloud tools.
IT Support relevance: Developed a broader understanding of operating systems, cloud-connected infrastructure and how applications, networks and systems interact when troubleshooting technical problems.
- Linux / UNIX
- AWS/Azure Cloud Tools
- Cloud Enabled Networks
- Cloud Architecture
- Systems Fundamentals
IoT • Wireless • College Labs
IoT & Wireless Systems Labs
Completed practical IoT and wireless coursework involving connected devices, writing code, connecting devices and running/testing them as part of hands-on lab work. Combined programming with device connectivity and networked-system concepts.
IT Support relevance: Strengthened hands-on problem-solving across connected devices, software and network communication while developing experience working through practical device and connectivity issues.
- IoT
- Connected Devices
- Wireless Systems
- Device Connectivity
- Programming
- Troubleshooting
Capstone • Application Development & Troubleshooting
Hexis — Habit Clash
Developed an Android application as part of a Sheridan College capstone team using Kotlin, Jetpack Compose and Firebase. Worked with Firebase Authentication and Firestore while using GitHub and Jira to coordinate development, track defects and reproduce authentication, data-sync and interface issues.
IT Support relevance: Strengthened systematic issue reproduction, technical problem-solving, defect tracking and collaboration skills that transfer well to application and end-user support.
- Kotlin
- Jetpack Compose
- Firebase
- Firebase Authentication
- Firestore
- Android
- GitHub
- Jira
Troubleshooting
Real-World Troubleshooting
Technology and service issues handled directly in customer-facing telecommunications environments.
Internet & Wi-Fi Connectivity
Help customers identify and work through internet and Wi-Fi connectivity problems, distinguish between device/setup and service-related issues, communicate troubleshooting steps clearly, and coordinate provider or technician support when escalation is required.
- Wi-Fi
- Connectivity
- Troubleshooting
- Customer Guidance
- Escalation
Mobile Activation, SIM/eSIM & Porting
Assist customers with device setup, SIM/eSIM activation, mobile-service activation and number-porting issues, explaining technical steps in plain language and coordinating backend support when required.
- Mobile Devices
- SIM/eSIM
- Activation
- Porting
- Technical Support
Installation & Serviceability Escalations
Handle installation, address-serviceability and technician-related issues by identifying the barrier, communicating the situation to the customer and coordinating the appropriate provider, backend or technician escalation path.
- Serviceability
- Installation
- Escalation
- Coordination
- Customer Communication
Bell Canada Experience
Customer, Technical & Leadership Experience
Bell Canada
3.5+ Years in Telecommunications
- Sales Representative
- Supervisor
- Business Development Representative
Customer Guidance
Personally guided 5,300+ customers in selecting internet, mobility and telecommunications products and services based on their individual needs.
High-Volume Communication
Work effectively in environments involving 200+ daily interactions across face-to-face conversations, customer consultations, calls/messages and outreach.
Connectivity & Device Support
Help customers with internet and Wi-Fi connectivity concerns, device setup and common telecommunications service issues.
Activation, Porting & Account Support
Assist with SIM/eSIM activation, device setup, number porting, billing, account and plan-related concerns while explaining next steps clearly.
Escalation Coordination
Coordinate installation, serviceability, backend and technician escalations when issues require additional support.
Team Coaching
Coached and supported approximately 10–15 representatives, helping answer questions, handle escalations and maintain effective customer communication.
Additional experience includes approximately one year in a high-volume inbound call-centre environment, strengthening phone-based communication, queue handling and issue resolution.
Education
Education
Sheridan College
3-Year Advanced Diploma
Computer Systems Technology: Software Development & Network Engineering
Selected Relevant Coursework
- Introduction to Data Communications and Networking
- Linux/UNIX Operating Systems
- Cloud Enabled Networks
- Computer & Network Security
- Computer Architecture
- Wireless Systems
- IoT Systems and Applications
- Cloud Architecting
Contact
Let's Connect
Interested in discussing IT Support, Service Desk, Technical Support or technology opportunities? Feel free to connect with me.