• Provide first-line technical support to end-users via phone, email, or ticketing system.• Diagnose and resolve hardware and software issues for employees, ensuring minimal downtime and disruption.• Escalate complex problems to appropriate IT teams and follow up to ensure timely resolution.• Create and update knowledge base articles and documentation for frequently encountered issues, improving self-help options for end-users.• Conduct remote troubleshooting sessions to assist users with software installations, configurations, and system updates.• Perform hardware and software installations, upgrades, and maintenance as required.• Assist in managing Active Directory accounts, permissions, and group policies.• Maintain accurate and detailed records of support requests and resolutions in the ticketing system.• Ensure smooth running operations of the computer systems and equipment and arrange for maintenance when required • Deliver exceptional customer experience while staying within our support scope guidelines• Educate customers in realizing the full benefit of the client's products and services and look for opportunities to improve our business and elevate customer experiences• Promote and sell the features, advantages, and benefits of client products and services to our customers• Employ time management and multi-tasking skills to maintain high service levels• Thoroughly document customer interactions and escalate potential service issues• Identify opportunities to improve customer service levels• Provide feedback to leadership teams to improve the environment• Various other duties as needed

IT Business Analysis• Served as "Project Manager" responsible for directing, analyzing, ensuring success, and fostering collaboration.• Executed SLDC of the UPC App to improve client organizational performance by 10%• Implemented tracking, cut 40% emissions, sustainability, and encouraged lifelong learning on the UPC app.• Analyzed ROI, achieving a 25% profit margin through cost-efficiency improvements.• Conducted research and delivered presentations to secure stakeholder approvals for requirements and changes.• Designed a solid relational database implementation to improve data management and performance by 35%.