As a 1st Line Support Engineer at Openprovider, I have taken on a pivotal role in delivering exceptional customer service and technical support to hosting providers and end-customers. Key achievements in this position include:- Maintained Missed Call Rate Below 10%:Implemented a proactive phone monitoring schedule, ensuring prompt and reliable support and keeping missed customer calls below 10%.- Resolved Over 90% of Domain-Related Queries on First Interaction: Demonstrated strong technical expertise in troubleshooting DNS records, registration statuses, and domain availability, enabling me to resolve the majority of domain-related queries during the initial interaction.- Facilitated Successful Registration of Over 500 Domains: Collaborated closely with hosting providers and end-customers to guide them through the domain registration process, sharing critical information and ensuring a seamless experience.Through my dedication and problem-solving skills, I have played a crucial role in delivering top-notch support and contributing to the overall success of Openprovider's operations.

Provide Technical Support in the B2B and B2C segments for users in North- and South-America, EU, EMEA and APAC region- Maintain SLA requirements of First Response Time for Chat, Email and Call.Chat: 30 seconds, Call: Immediate, Email: 20 minutes- With the current team, we've increased Customer Satisfaction from around 90% to 95% by being very responsive to client queries.The technical support I provide for end users who have no IT knowledge and network admins I assist with understanding the features better are:- Building, configuring and advising about IPsec Site-To-Site, WireGuard or OpenVPN tunnels.- Setting up and advising about rules in the Firewall as a Service configuration- Setting up and advising about Secure Web Traffic rules- Troubleshooting DNS config issues to network resources.- Troubleshooting connection issues to the VPN client

-For a dutch online platform, I add discounts, special offers,and discount codes or vouchers from various Dutchwebshops.-For a client in Vietnam, I provided Remote tech support forWindows 10 and Linux end users.

-Research for the best implementation of ComtrendPowerline adapters at customers with bad Wifi reception-Process description of a manual for HUAWEI OpticalNetwork Terminal which describes all networking options-Research for a possible remote monitoring solution for ADSLmodems

-Troubleshooting, advising, and repairing ATMs of the Dieboldbrand for various banks.-Troubleshooting, advising, and repairing Verifone POSdevices for various clients of the Hakrinbank.-Troubleshooting, advising and administering Windowsserver 2016 Networks for various customers.-Troubleshooting, advising and repairing Laptops andDesktops for various customers.