● Diagnosed and resolved issues on Windows XP, 7, and 10 computers, including system slowdowns, hardware and software failures, and network connectivity problems.● Managed user accounts through Active Directory, adhering to company security policies for password resets and account unlocks.● Configured IP settings for networked devices (printers, computers, credit card machines), ensuring proper network communication.● Utilized Samsung Knox for mobile device management to configure security settings and manage Android devices to ensure compliance with company policies.● Consistently exceeded resolution targets, achieving 95-100% call and ticket quality scores, well above the 85% average.● Created, troubleshooted and resolved an average of 18-21 tickets exceeding the daily target of 15 using the ServiceNow ticketing system for documentation.

● Diagnosed and resolved hardware and software issues for desktops and laptops mainly running Windows 10 & 11 ensuring optimal performance.● Assembled and configured custom computer systems based on customer specifications, ensuringcompatibility and performance.● Configured, reimaged, and set up multiple desktops and laptops, updated Windows operating systems, and installed necessary drivers.● Communicated with customers via phone, chat, and email to provide timely updates on service orders and repair progress.

● Delivered outstanding customer service to incoming & outgoing guests & maintained professionalism.● Acted as the first point of contact for guest concerns and complaints.● Addressed guest complaints with empathy and active listening to de-escalate situations and find solutions for the customer issues.● Worked closely with other departments to meet guest needs in a timely manner.● Answered phone calls and emails to answer and provide information regarding reservations and storeinformation

• Provided excellent customer service to 100 – 300 incoming & outgoing customers.• Maintained a calm & friendly demeanor & de-escalated situations where irate or difficult situations arose.• Collaborated with team members & management to perform & ensure normal store functions & daily routines.