• Diagnosed and resolved hardware and software issues for desktops, laptops, and peripherals.• Provided remote support to employees, addressing technical queries and resolving issues efficiently.• Assisted in the configuration and management of local area networks (LAN) and internet connectivity, ensuringminimal downtime.• Managed and prioritized support tickets using help desk software, ensuring timely responses and resolution.• Installed, configured, and updated software applications, ensuring compatibility and functionality.• Delivered excellent customer service, maintaining professionalism and empathy while handling technical supportcalls and emails.• Created user guides and documentation for common technical issues and conducted training sessions for newsoftware and hardware.• Assisted in maintaining cybersecurity measures by implementing antivirus software and conducting routinesecurity checks

Provided Remote Technical Support: Delivered comprehensive solutions and services via phone and TeamViewer, ensuring customer satisfaction and timely issue resolution.Performed Specific IT Services, Including: 1. Conducting software upgrades and installations 2. Configuring and optimizing PCs for peak performance 3. Troubleshooting software, hardware, network issues, and peripherals 4. Removing spyware, adware, and other malware 5. Establishing and maintaining security policies- Customer Interaction: Managed customer inquiries through various live communication platforms, including phone, chat, and email, providing prompt and effective support.- Product Education: Assisted end users in understanding and utilizing Bitdefender products and services effectively.- Helpdesk Management: Created, completed, and closed helpdesk tickets in line with established standards, ensuring a smooth and efficient workflow.- Skill Maintenance: Continuously updated and maintained skills required for specialization in computing to stay current with industry advancements.- Cross-Department Communication: Actively communicated with other departments to enhance skills and leverage collective expertise for better service delivery.- Problem Resolution: Identified, diagnosed, and resolved issues independently in a timely manner, ensuring minimal disruption to end users.- Technical Support: Provided support in a Windows and macOS environment, addressing and resolving end user and computer problems through problem determination, software reconfiguration, and application of patches and workarounds.- System Maintenance and Repair: Installed, maintained, analyzed, troubleshooted, and repaired operating systems, including desktops, notebooks, printers, and mobile devices.- Helpdesk Efficiency: Managed helpdesk tickets and workflow, providing regular updates to clients and maintaining clear communication to ensure transparency and timely issue resolution.

- Customer Account Management: Opened and maintained customer accounts by accurately recording account information to ensure seamless service delivery.- Financial Account Maintenance: Processed customer adjustments to maintain accurate financial accounts.- Call Management: Managed a high volume of incoming calls, ensuring efficient and effective handling of customer inquiries.- Complaint Handling: Managed complaints by providing appropriate solutions and alternatives within time limits, following up to ensure resolution.- Account Management: Assisted with the placement or cancellation of orders, upgrades, or account modifications.- Payment Processing: Handled payment information and other pertinent details such as addresses and phone numbers securely and efficiently.- Product Troubleshooting: Suggested solutions when products malfunctioned, providing technical support troubleshooting for broadband and landline services for other businesses.- Customer Retention: Attempted to persuade customers to reconsider cancellations by highlighting benefits and offering solutions.CRM Implementation Tester (Salesforce):- System Challenge Reporting: Identified and documented all challenges with the current system, providing detailed reports to facilitate improvements.- Tool Testing and Reporting: Conducted live production testing of upcoming tools, meticulously reporting all bugs and obsolete functions that could impact the accuracy and completeness of order processing information.- Strategic Planning Meetings: Participated in live meetings and conferences to plan and align on the next steps for the testing team, ensuring all actions were within scope and effectively coordinated.- Training Alignment and Facilitation: Collaborated with the team’s Learning Specialist to prepare and facilitate the training curriculum, ensuring readiness for the new tool’s integration into production.