- Provide timely technical support, troubleshooting hardware, software, and network issues for end-users.- Manage support tickets, ensuring their proper logging, tracking, and timely resolution. Escalate issues when needed.- Deliver exceptional customer service by actively listening to users, understanding their needs, and providing clear instructions and resolutions.- Analyze and diagnose complex technical problems using a systematic approach to identify root causes. - Implement effective solutions or engage appropriate resources.- Create and maintain accurate documentation of support procedures, troubleshooting steps, and solutions. Contribute to the knowledge base for self-service support.- Conduct user training sessions to empower effective utilization of IT systems, applications, and tools. - - Share best practices for enhanced productivity.- Assist in system administration, including user account management, access controls, and security measures. Collaborate with system administrators for optimal system performance.- Identify opportunities for process improvement, system enhancements, and automation. Participate in IT projects to implement new technologies and upgrades.With a strong set of skills and expertise, I am well-equipped to deliver exceptional technical support to our organization. I am dedicated to continuously updating my knowledge and staying abreast of the latest advancements in the field. My commitment is to provide top-quality service and support to ensure the smooth operation of our systems and technology infrastructure.

- Analyzing and resolving technical issues, providing effective recommendations for resolution to ensure smooth operations.- Conducting timely troubleshooting of system and software issues, employing a systematic approach to identify and resolve problems.- Collaborating with cross-functional teams, actively contributing feedback on software issues and working towards effective solutions.- Engaging in software testing and quality assurance activities to ensure optimal performance and reliability.- Developing and maintaining comprehensive technical documentation, including user manuals and detailed technical specifications.- Effectively communicating technical information to both technical and non-technical stakeholders in a clear and concise manner.- Keeping abreast of industry trends and best practices, continuously updating knowledge and skills.- Providing valuable insights and recommending improvements to enhance existing systems and processes.- Participating in on-call rotation to deliver after-hours support as necessary, ensuring uninterrupted service delivery.

- Provided technical support to a diverse user base, addressing hardware, software, and network-related issues promptly and effectively.- Diagnosed and resolved complex technical problems, utilizing a systematic approach to identify root causes and implement appropriate solutions.- Installed, configured, and maintained hardware and software components, ensuring compatibility and optimal performance.- Collaborated with cross-functional teams, including developers, system administrators, and network engineers, to resolve escalated issues and improve overall system performance.- Conducted user training sessions and created comprehensive documentation to empower end-users in utilizing IT systems effectively and efficiently.- Maintained accurate records of technical issues, resolutions, and user interactions, contributing to knowledge base and process improvement initiatives.- Actively participated in IT projects, such as system upgrades and migrations, providing technical expertise and support throughout the project lifecycle.- Troubleshoot printers, computers, routers, switches, and peripheral devices. On average, I take 40-60 calls daily and close 15-30 tickets daily. - Slack- Fresh Desk

- Front line support of office tickets- Second line support for store tickets- Hardware and software support for mobile devices such as PDAs, iPods, iPads, Android and IOS phones and computers with Windows 10 OS