Acting as technical lead to identify and implement solutions to problems affecting ITservices. Providing 1st/ 2nd Line and 3rd Line support over the telephone,remotely and face to face to internal staff members.• Maintain, update and repair computer systems and IT infrastructure• Set up new technologies and configure systems• Provide technical support for the IT equipment• Advise on new technologies to be implemented within the company• Troubleshoot any issues related to the IT infrastructure

• Planning and Organizing training sessions in coordination with Knowledge Management and Training Lead• Create, maintain and review the necessary materials (training modules, exercises, case studies, examples, tests) for any IT Training• Deliver all IT Academy training modules and manage the attendance plan;• Perform accurate technical assessment during the interviewing process in order to evaluate and validate the technical skills of candidates• Deliver New Hire Training based on the Recruitment Department requests and needs• Assist HR Department by interviewing and assessing the candidates on the IT sideAchievements: Promoted as the single point of contact between the IT training department and Managers/Team Leaders. Implemented and created new IT computer lab, courses and testing process.

• Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system• Troubleshoot hardware, software and network related issues• Provide restorative or maintenance actions to resolve end-user issues• Assist with special project work as needed• Escalate problems to the next level of support when necessary• Consistently meet or exceed requirement performance criteriaAchievements: Promoted as the point of contact and 2nd line adviser within the team and made responsible for training new colleagues. Also I was made responsible with defining and documenting knowledge base articles

-performing guest Check-in and Check-out-making resevation ( Medallion)-answer telephone, screen and direct calls-provide information to guest-ensures knowledge of staff movements in and out of organization-schedule appointments-prepare invoices and handling cash and credit cards