• Provided technical support to end-users via phone, email, chat, and remote access tools.• Diagnosed and resolved software, hardware, and network issues effectively.• Documented all support interactions and resolutions in Cherwell.• Implemented system configurations and maintained server environments to optimize performance and reliability.

• Responded to inbound customer calls and prioritized based on issue severity.• Provided timely resolution of customer requests by troubleshooting and repairing ice machines.• Documented and maintained accurate records of service calls, repairs, and troubleshooting processes using designated tools and software.

• Diagnosed and solved ERV problems, ensuring seamless operations and timely unit delivery.• Provided comprehensive training and guidance to new hires.• Contributed to the full production and assembly process of ventilation units.