•Diagnose and troubleshoot technical problems impacting internal users, delivering prompt and effective solutions.•Optimized system performance through hardware and software configuration, ensuring a smooth user experience.•Ensured consistent system availability through systematic monitoring and timely issue resolution.•Leveraged strong communication and collaboration skills to work with diverse teams and define project scope, goals, and deliverables, leading to a successful project launch.•Maintained a high-resolution rate for technical support tickets by providing accurate and timely troubleshooting assistance.•Improved customer satisfaction by identifying and resolving root causes of problems identified through call log analysis.•Applied technical expertise to identify and troubleshoot hardware and software malfunctions, minimizing downtime.•Identified and addressed compatibility challenges during technology evaluations, contributing to informed decision-making and successful implementation.•Enhanced decision-making through readily available and accurate reports on IT activities, projects, and system configurations.•Maintained a positive customer experience by delivering timely and effective support through phone and other communication channels.•Demonstrated strong technical comprehension by following written and visual instructions to set up and troubleshoot complex systems.

•Responded to user inquiries via phone, email, and in person.•Troubleshot desktops, laptops, printers, and peripherals.•Assisted in maintaining Active Directory accounts and permissions.•Documented support requests and solutions.