● Solved customer IT-related problems through effective communication and thorough follow-up to ensure a timely resolution for over 1,000 employees● Maintained accurate and detailed records of customer interactions and issued resolutions in a ticketing system.● Provided real-time troubleshooting for hardware, software, peripherals, and network related issues. (approx. 10/day)● Collaborated daily with the IT team to reach monthly targets, achieving 100% of its goalsThe 20/20 program helped me develop a balance between work and school, as well as gaining hands-on experience in the IT industry.