Provided specialized technical support for escalated tickets, addressing complex hardware and software issues.Collaborated with junior technicians to offer guidance and assistance in troubleshooting and issueresolution.Demonstrated strong communication skills in guiding users through step-by-step solutions, ensuring prompt problem resolution.Utilised remote access tools to diagnose and troubleshoot software conflicts, system errors, and network connectivity problems.Maintained accurate and detailed records of ticket interactions, solutions provided, and outcomes.Consistently achieved a high resolution rate, surpassing departmental targets and enhancing customer satisfaction.Collaborated with cross-functional teams to identify recurring issues and contribute to the development of knowledge base articles.

Tested new video games for bugs pre-production as a final testing phase.Used creative methods to identify bugs, wrote reports, and communicated with the development team.Met deadlines for projects.

Assisted in monitoring and maintaining network infrastructure, ensuring seamless operations for clients.Collaborated with senior network engineers to troubleshoot network connectivity issues and resolve them promptly.Conducted routine network performance analyses, identifying and addressing bottlenecks to enhance efficiency.Assisted in configuring and installing network equipment, including switches, routers, and firewalls.Participated in creating and updating documentation for network protocols, procedures, and configurations.Gained hands-on experience in utilizing network monitoring tools to track and report on network health.