• Provided 1000+ hours of end-user and internal support, resolving technical issues using JIRA, Asana, Confluence & Azure.• Installed, repaired, and maintained operational validity for network & database servers, routers, printers, surveillance cameras, projectors, etc. ensuring little to none down-time.• Designed and implemented 8 isolated networks for various projects to prevent IP conflicts, improving overall network efficiency and security, and achieving 0 IP conflicts between ongoing projects.• Developed and maintained troubleshooting documentation for our products and managed inventory systems, ensuring inventory stock for ongoing and upcoming projects.

Diagnosed and resolved computer malfunctions, from minor setting adjustments to full hardware replacement and OS reinstallation.Repaired and maintained a wide range of peripherals, including input and output devices.Conducted inspections, testing, adjustments, and evaluations of incoming computer hardware to ensure conformance with specifications.Rebuilt and configured parts to meet customer requirements, applying updated software packages as needed.Assembled computers and components according to specifications.Performed laptop testing and measurements, using precise measuring instruments during rebuild processes.Ensured adherence to laptop assembly requirements, identifying and validating checkpoints throughout the assembly.Provided expertise in best practices, policies, and procedures to enhance team operations.Adhered to Advanced Skytech Canada Ltd. standards and operational regulations.Adapted to additional operational responsibilities to support company growth.

• Delivered prompt and effective technical support to end-users via phone, email, and in-person, addressing software and hardware issues for desktops, laptops, printers, and other computer peripherals.• Diagnosed and resolved complex technical problems, utilizing problem-solving skills and a comprehensive understanding of IT systems and components.• Managed and prioritized a backlog of unresolved support tickets, proactively contacting users to resolve any open issues and closing tickets only when fully resolved, ensuring timely and efficient support.• Maintained a positive and professional demeanor when working with end-users, consistently demonstrating patience and empathy even in high-stress situations.• Handled 37,000+ actions across 8,000+ emails within 8 months, achieving a high percentile of satisfied clients through exceptional customer service and technical expertise.• Created 50+ data metrics using Excel to be presented in weekly meetings that were used to assess ticket status, client ratings, etc.• Trained and mentored junior IT staff, fostering a supportive and collaborative team environment.• Developed and maintained documentation and knowledge base articles, enabling users to troubleshoot common issues independently and facilitating knowledge sharing among the IT team.