Provide technical support to users of company systems, including Windows, Microsoft Office, and third-party web applications.Support end-users in desktop, laptop, and thin-client environments.Document support incidents using a web-based tracking and ticketing system.Manage, prioritize, and escalate issues across multiple systems efficiently.Configure business equipment (computers, laptops, printers, peripherals, IP phones, IP cameras, credit card terminals) ahead of shipment to the point of use.

• Executed detailed hardware and operating system repairs, including BIOS configuration, driver installation, replacement of motherboards, RAM, storage components, and screens, enhancing the overall functionality and performance of devices.• Researched and acquired outdated and defective computers and laptops from secondary marketplaces, repairing and reselling them for profit.• Provided exceptional customer service, ensuring client satisfaction through clear communication and timely resolution of inquiries and concerns.

Assisted System Administrators in Active Directory management, contributing to user account administration, password resets, group memberships, and efficient organizational unit placement for enhanced network security and functionalityConducted personalized training sessions for over 30 elderly individuals, leading to a 10% increase in their self-sufficiency in resolving common computer problems.Utilized Remote Desktop to address tickets, troubleshoot issues, and perform diagnostics while also educating end-users in the process.