• Provide L2 support to users of a large customer remotely or in-house support.• Improve usability of end devices and ensure that business users have a pleasant IT experience.• Resolve issues, or engage with the right team, to solve the issue• IT Support Duties and Responsibilities• Engage with employees for any IT issues and provide them with a satisfactory resolution.• Customer Service, ownership of the issue, and end-to-end resolution is the key.• Install and configure software and computer systems.• Troubleshoot and resolve issues with software or hardware.• Walk colleagues or clients through steps to help them resolve their technical problems.• Maintain procedures and reports that provide technical support to the entire organization.• Analyze records and logs to spot underlying trends and potential issues.• Support the implementation of new solutions or applications.• Establish accounts for new users and assist with password or login problems.• Test, evaluate, and make decisions about new technology for the business.• Troubleshoot LAN and/or WAN connectivity issues• Escalate issues to the relevant group• Uses Remote connection tools, to identify and fix issues.• Follow ITIL processes –Incident, Change, and Problem management.

• Providing 1st and 2nd line technical support for all internal / external ITG clients ensuring all SLAs are met via JIRA• 2nd line diagnosis of incidents, service requests and timely escalation of priority incidents to 3rd line support• Front-end functional and non-functional testing of solution implementations• Identifying trends and performing preventative maintenance

Providing technical assistance to AIG employees.

Providing technical assistance to Restaurant Technology Services.

Provides technical support for customers via chat, email and phone call.

Handled Toshiba, Norton and ComCast client during my stay with the company and providing technical support for consumers that generates customer satisfaction.