• Provided first-level support for POS hardware and software issues in fast food joints, ensuring smooth daily operations and quick resolution of technical problems that helped customer to retain their customer and increase the store’s business.• Honored with Prestigious Best Performer for the Quarter Award within 6 months of joining.• Delivered technical support for POS hardware and Microsoft operating systems, including Windows 10 and newer.• Successfully supported over 1,000 internal users by troubleshooting hardware and software issues, achieving a 95% first-call resolution rate.• Diagnosed and resolved customer issues through effective questioning and systematic troubleshooting, ensuring a high level of customer satisfaction.• Reduced hardware replacement costs by 15% by performing regular maintenance and updates on existing equipment• Conducted follow-up calls to verify issue resolution and gather feedback, contributing to continuous service improvement.• Configured and managed software installations for over 200 workstations, enhancing software compatibility and system performance• Collaborated with team members to enhance service delivery, sharing knowledge and best practices related to POS system maintenance and performance optimization.• Developed and updated knowledge base articles to assist team members and improve incident resolution times.• Communicated over 50 emails daily to relevant network and server teams as part of end-to-end ownership.• Managed network connectivity issues, ensuring reliable and secure operation of POS systems across multiple restaurant locations.• Coordinated with third-party vendors for software updates, achieving a 20% reduction in system downtime by proactively scheduling updates

• Worked for Citizens Bank US as Financial Service Representative. • Awarded “Employee of the Month” for the months of April, May, and June in 2023.• Managed a portfolio of 1500 mortgage accounts, ensuring timely collections and adherence to company policies. Ensured payments and adjustments are processed accurately and within company policies.• Communicated effectively with clients to discuss payment plans and resolve outstanding issues, achieving a 20% improvement in collection rates.

• Provided service desk support to users via phone, email, and live chat, ensuring timely resolution of technical inquiries and issues.• Developed strong relationships with customers, enhancing satisfaction and fostering effective communication.• Conducted advanced troubleshooting for a wide range of technical issues, including computers, network, and AV systems, aiming for first-contact resolution.• Contributed to team efficiency through innovative ideas for process improvements, resulting in a 15% increase in resolution rates.• Created and maintained knowledge base articles and documentation, ensuring accurate information was accessible to the service desk team.• Documented all problems and solutions in the CRM system, maintaining comprehensive records of user interactions.• Participated in after-hours support as needed, demonstrating flexibility and commitment to service availability.