 Drove service delivery and enhance Enterprise IT services and products to hundreds of end-users in a fast-paced IT firm with 20 corporates. Came up with answers for general usage/operation questions as well as problem determination/problem source with 90% Identification. Drive continuous 10 per cent improvement in working practices and quality of customer support every month. Solved relevant customer issues daily with a 95% success rate. Deliver remote troubleshooting and analysis assistance for installation (or re-installation), usage and configuration questions. Collaborate with other support centres and business units to allow seamless concern resolution. Analyse technical difficulties and put-up solutions by email or phone, using existing techniques or tools.

 Handled trouble tickets 25% faster than other desktop support engineers. Peripheral installation and support (LAN/local printers, card readers, scanners, keyboard/mouse, webcam, etc.) Improved the overall network capabilities by 18% through designing and implementing new connectivity network configurations. Maintained around 30 Windows computers and their peripherals, including all configuring and monitoring. Established process improvement strategies which flock positive changes and resulted in a 100% IT incident remedy rate. Attend weekly team meetings and update any open issues and update on any escalation.

 Provide administrative support to 15+ co-workers to ensure efficient office operations. Created and updated spreadsheets and presentations for weekly, monthly, and quarterly updates to upper management. Supported office staff by organizing company events, meetings, and scheduling.

 Design and maintain filing and storage systems in the office. Retrieve documents and files when requested.  Light accounting duties. Create, edit, and update spreadsheet in Excel.