Provide technical support via phone, email, and live chat, consistently meeting SLA response and resolution times.Diagnose and resolve hardware, software, and network issues, escalating tickets as needed for timely resolution.Conduct thorough research to address complex problems and collaborate with the team to solve escalated issues.Assist in creating Statements of Work (SOWs), ensuring clear documentation of project scopes and deliverables.Maintain accurate records in the help desk system, contributing to improved support processes and documentation.Prioritize system security by following best practices, identifying vulnerabilities, and recommending solutions to mitigate risks.

I perform daily/weekly/monthly quality metrics on company performance and investigate downtrends in quality performance for outlying factors (systemic, environmental, or personal). I inspect discrepant products and issue rework/scrap tickets for customer returns (MRB). Quarantine flagged product and perform an investigation before it shipped to the customer. Accept/Reject customer return tickets and created MRB media.