• Resolved Level 1 & 2 technical issues via phone and email, leveraging remote access tools like RDP, AnyDesk, TeamViewer, and Quick Assist for efficient troubleshooting.• Managed the entire IT hardware and software lifecycle, from installation and configuration to ongoing maintenance, ensuring seamless operations.• Prioritized and resolving tickets swiftly using ServiceNow, aiming for rapid response times and maximum customer satisfaction.• Executed ITIL incident management practices, including categorization, prioritization, and resolution, with a commitment to continual improvement and thorough follow-up.• Streamlined user on-boarding and off-boarding procedures, encompassing account creation, hardware setup, and access control management.• Enforced compliance standards by implementing Group Policy Objects (GPOs), aligning with company SLAs and regulatory mandates.• Optimized network performance by overseeing dedicated file servers, configuring shared folders, and establishing network printer setups for streamlined workflows.

• Served as the first point of contact for customers seeking technical assistance via email, phone, or chat.• Logged all customer issues into ticketing system, categorized and prioritized tickets based on their urgency.• Managed user account creation, password resets, and access permissions to ensure smooth user experiences.• Diagnosed and resolved basic technical issues related to software, hardware and network connectivity.• Assisted with hardware setup, including installation and configuration of computers, printers, and other peripherals.• Escalated complex issues to higher-level support teams if unable to resolve them.• Maintained accurate records of issues and solutions in the knowledge base for future reference.• Managed IT inventory, including tracking equipment and maintaining records of hardware/software assets.

• Welcomed customers to the store, offered assistance and responded to customer questions regarding products and services.• Informed customers about ongoing promotions, discounts, and loyalty programs.• Addressed and resolved customer complaints in a professional and empathetic manner.• Processed returns and exchanges according to store policies, ensuring customer satisfaction• Assisted with stocking shelves, arranging displays, and ensuring that products are presented neatly.• Operated point-of-sale (POS) systems for processing transactions.• Handled customer inquiries and complaints received through digital channels such as email, chat, or social media.