- Incident Management: Acted as the first point of contact for users experiencing technical difficulties, efficiently logging, prioritizing, and resolving incidents or escalating them to appropriate technical teams.- System Monitoring: Monitored system alerts and performance metrics to proactively identify and address potential issues before they affected users or systems.- Knowledge Management: Contributed to the development and maintenance of a knowledge base with frequently asked questions, troubleshooting guides, and best practices to support both end-users and support staff.-Technical Leadership: Provided expert guidance and mentorship to the team, fostering best practices in monitoring, and incident managment to enhance overall project quality and efficiency.

Customer Support: Provided timely, empathetic, and effective support to resolve customer inquiries, complaints, and issues through various communication channels (phone, email, chat).Problem Resolution: Identified, analyzed, and addressed customer concerns, leveraging product knowledge and company resources to deliver optimal solutions.Feedback Management: Collected and analyzed customer feedback to identify trends and areas for improvement, and collaborated with cross-functional teams to implement enhancements.

Technical Troubleshooting: Diagnosed and resolved technical issues for end-users, including problems with software applications, hardware devices, and network connectivity, ensuring minimal disruption to operations.Customer Assistance: Delivered clear and effective support through multiple channels (phone, email, chat) with a focus on understanding user needs, providing step-by-step guidance, and ensuring user satisfaction.