• Processing daily inbound registrations for the Support Center, assigning proper Site IDs to users for accurate entitlement of location and product preferences in the Contact Administration tool-.• Monitoring the daily queue for customer and employee requests (Support Actions), researching and resolving issues related to entitlements, Site IDs, and contact updates.• Managing the Global Support mailbox, providing quick resolutions, routing inquiries to appropriate teams, and escalating complex issues as needed.• Conducting performance testing and QA for Support Center and Seibel GTS tool release fixes, escalating tool defects when identified.• Documenting process and system updates, ensuring the accuracy and efficiency of support operations.

• Proficient in diagnosing complex hardware and software issues using advanced tools and techniques.• Comprehensive understanding of IBM/Lenovo hardware servers and system architectures.• Proven ability to resolve escalated technical issues within service-level agreements.• Effective collaboration with Level 1 support, Lenovo Product Engineers, and Development Engineers to address complex problems.• Providing guidance and fostering collaboration within the support team.

• Successfully led the team for nearly one year, consistently surpassing (KPIs) and setting a high standard for performance.• Acted as a Backup Trainer and Trainer for 21 new members, providing comprehensive technical and process training to ensure smooth onboarding and ongoing development.• Covering both the United States and Canada.

• Troubleshooting hardware issues using various tools and techniques.• Collaborating with clients and IBM field support to develop and execute action plans.• Providing remote troubleshooting and analysis for installation, usage, and configuration queries.• Identifying problem sources and reviewing diagnostic data for issue isolation.• Knowledgeable in known defects and fixes for problem resolution.• Assisting with product documentation interpretation.• Maintaining technical certifications and staying updated with hardware and software platforms.• Delivering technical support within established guidelines, ensuring client satisfaction.• Escalating cases to Level 2 support when necessary and providing supporting data.

Managing and leading the team: • Performed a variety of roles, switching between duties and teams (Electrical and Mechanical)effortlessly when required.• Ordered and maintained team supplies, managing relationships with suppliers, and negotiatedprices.• Coordinated recruitment processes, including interviews, selection, and training.• Successfully the team reached the Top 10 universities of EVER 2019

Responsible for managing and guiding the team to the semifinals of 2019 and we end up 6th between49 teams• Responsible for coming up with creative solutions and ideas that aim toward creating differentsustainable future scenarios.

Electric and Automation Training• Maintained relevant qualifications and continually updated knowledge for optimized workflow.• Maintained various types of motors• Conducted preventative maintenance to boost the productivity of manufacturing machinery.• Conducted different methods employed for starting motors.

CNC Machine Training• Electrical and Automation knowledge about CNC Machines with a final mini-project.• Checked machinery on a daily basis to guarantee functionality.• Ensured CNC machine operates per company guidelines.