In-Person Support: Delivered hands-on IT support, assisting users with on-site technical issues, showcasing a diverse skill set that includes troubleshooting hardware and electrical components.• Project Involvement: Participated in IT-related projects, assisting in research, design, and implementation efforts.• Quality Control: Implemented rigorous quality control measures, meticulously reviewing tickets to ensure compliance with established standards, thereby maintaining a high level of service quality.• Mentorship and Support: Provided guidance and mentorship to junior phone agents, offering assistance, answering questions, and fostering their professional growth.• Escalation Handling: Successfully managed escalated calls from frustrated customers, demonstrating strong problem-solving skills and the ability to de-escalate tense situations while resolving technical issues promptly