-Provided technical support for both hardware and software devices across various operating systems, ensuring seamless operations for end-users.-Actively handled support requests through calls, chats, and ticketing, delivering prompt solutions and enhancing customer satisfaction.-Utilized ServiceNow for ticket management and Genesys for effective call handling, ensuring efficient workflow and issue tracking.-Conducted password resets for U.S. users via Active Directory, maintaining user access and security compliance.-Remotely accessed user systems using LogMeIn, effectively diagnosing and resolving technical issues with minimal downtime.

- Provided technical support to US-based clients such as Trader Joe's, Highmark, Aldi, Principal Finance Group, Capgemini, and Stryker. - Utilized tools including Field Nation, SIMS, ServiceNow, and Tekumo to manage and resolve technical issues. - Assigned tickets to team members during shifts, ensuring efficient workflow and timely resolution of issues. - Handled client and technician communications via email and phone, offering guidance and support to technicians in the field. - Managed the HP account by verifying warranties and dispatching technicians to resolve end-user issues, ensuring seamless service operations and customer satisfaction.

-Onboarded and trained all incoming junior technical support specialists, ensuring smooth integration into the team and quick ramp-up in performance.-Assisted customers with complex technical issues requiring advanced troubleshooting, providing a high level of personalized care and ensuring long-term resolution of their concerns.-Interacted directly with clients to understand their technical needs, ensuring a clear understanding of their issues and concerns.-Provided technical support to clients by remotely accessing their networks and troubleshooting various system and network-related issues to restore full functionality.-Collaborated with cross-functional teams to improve customer support processes and deliver a seamless experience.-Maintained detailed documentation of issues, solutions, and client interactions for future reference and continuous improvements.

-Trained staff members to implement and maintain established process improvements across assigned functional areas.-Provided support for special projects as requested by the department manager, ensuring timely completion and alignment with business goals.-Worked on various manufacturing shifts to gain firsthand experience of process issues and identify opportunities for potential improvements.-Responded to complex and advanced issues with a professional, relationship-focused approach to maintain high levels of customer and team satisfaction.-Advised and assisted specific staff members in understanding process changes and implementing streamlined procedures for better efficiency.