Assist external users with troubleshooting basic hardware, software, and network issues for client products. Provide courteous and professional customer service to resolve technical inquiries and concerns. Offer step-by-step guidance on using products and services, ensuring First Call resolution. Log detailed trouble tickets, documenting issues, solutions, and customer feedback.Provide training to customers on basic usage and troubleshooting of products.Coordinate with internal departments to escalate and resolve technical problems efficiently. Ensure compliance with company policies and procedures while handling customer interactions. Maintain updated documentation, develop support procedures, and contribute to departmental tools and resources.

Installed, configured, administered, and troubleshooted desktop hardware and software for clients.Provided extensive support for Microsoft's core business applications, ensuring smooth operation and user satisfaction.Demonstrated deep knowledge of Windows, Mac, and Linux operating systems, resolving complex issues efficiently.Managed technical services and support at the network level, including DHCP, DNS, WAN, and LAN connectivity.Configured routers, firewalls, and implemented network security measures to safeguard data and systems.Configured client workstations, servers, printers, scanners, and mobile devices.Supported Microsoft technologies such as Windows Server, Exchange, and SharePoint, including Office 365 administration.Solid understanding of cybersecurity principles and best practices, ensuring data privacy and internet security.Leveraged Active Directory and Exchange knowledge to manage user accounts and email services efficiently.