• Troubleshooting of hardware and software issues and aid with IT‑related queries.• Ensuring the optimal functioning of IT equipment and overall infrastructure at my designated site.• Configuration, deployment and inventory management of company IT assets.• Collaboration with other teams from IT operations to resolve incidents and implement necessary changes.• Creation and maintenance of documentation for system processes.• Assistance with the onboarding and training of new team members.• Helping develop and execute new digital innovation projects and initiatives at local and regional levels.

• Handled customer escalations requiring great customer care and complex problem solving.• Served as a knowledge hub for fellow colleagues.• Spearheaded the development of new processes for a growing account.

• Provided customers with in-depth technical support in a high-paced environment.• Maintained excellent performance by all relevant metrics: average handle time, customer satisfaction surveys, etc.• Was uptrained multiple times to solve increasingly complex scenarios.