• Provided exceptional support through Zendesk.• Account verification.• Read account information to provide exceptional customer service.• Demonstrated strong communication skills and ability to effectively explain product functionality concepts to customers.• Collaborated with team members to identify and escalate complex issues, contributing to Horatio's positive work environment and strong team culture.

*Data collection: Gathering data from various sources such as databases, records, text files, sensors, social networks, and more.*Data preprocessing: Cleaning and preparing data for analysis by removing outliers, missing or redundant data, normalizing data, and performing other cleaning tasks.*Interpretation of results: Analyzing data analysis results to gain valuable insights and make informed decisions.*Communication of results: Presenting findings clearly and comprehensibly through reports, graphs, or visualizations so decision-makers can effectively use the information.*Data auditing: Generating reports on the usefulness of supplied data.*Optimization and continuous improvement: Constantly improving models and processes to maintain the relevance of results over time.

• Technical Support: Provide first-level support for hardware and software issues.• Network Management: Assist with LAN/WAN setup, maintenance, and monitoring.• Server Administration: Support installation and upkeep of physical and virtual servers.• Information Security: Implement security policies and manage antivirus and backups.• Documentation: Maintain IT infrastructure documentation and generate status reports.

• Provided exceptional remote IT support as part of the Modsquad team from November 2021 to March 2023 through Zendesk.• Utilized IT tools and software to troubleshoot technical issues and provide timely solutions to customers.• Demonstrated strong communication skills and the ability to effectively explain technical concepts to customers with varying technical backgrounds.• Maintained high customer satisfaction ratings while adhering to service level agreements (SLAs) and other call center metrics.• Collaborated with team members to identify and escalate complex technical issues, contributing to a positive work environment and a strong team culture at Modsquad.

• Provided remote IT support to Fanatics as part of the Tele-Performance team from October 2021 to May 2022.• Utilized IT tools and software to troubleshoot and resolve technical issues reported by customers.• Demonstrated strong communication and problem-solving skills to provide excellent customer service while adhering to service level agreements (SLAs).

• Skilled in providing efficient and effective live chat support to customers while working remotely.• Proficient in using IT tools and software to troubleshoot technical issues and escalate complex problems as needed.• Experienced in meeting or exceeding call center metrics such as average handling time, customer satisfaction, and first-call resolution.

• Handling technical issues and troubleshooting for hardware, software, and networking.• Communicate technical concepts in a clear and concise manner to customers with varying technical backgrounds.• Providing customer support via various channels, including phone, email, and chat.• Managing multiple tasks with priority while maintaining a high level of customer satisfaction.