Vatsal Patel

Vatsal Patel is an experienced L2 Service Desk Manager at Electric since November 2018, where responsibilities include overseeing the L2 support team to enhance time-to-resolution (TTR) and customer satisfaction (CSAT), serving as an escalation point, and mentoring agents. Previous roles include Technical Lead and Level II Service Desk Technician at Electric, where key achievements involved increasing L2 productivity by over 105% with the implementation of Appointment Plus and developing training curriculums. Prior experience includes providing technical support at SoftTech Health and IT support at Dumont Pharmacy, demonstrating strong skills in troubleshooting, training, and client support. Vatsal Patel holds a Bachelor of Business Administration in Computer Information Systems from Baruch College.