• Provided technical support for over 500 users, addressing issues related to computer systems, software, and hardware via a ticketing system. Resolved an average of 50 tickets per week, maintaining a high satisfaction rate. • Authored detailed training manuals and conducted sessions for staff on hardware and software, which resulted in a 30% reduction in recurring support requests. • Installed, modified, and repaired computer hardware and software, performing preventative maintenance that reduced downtime by 25%. • Escalated complex issues to internal or external experts with clear, comprehensive documentation to ensure efficient problem resolution. • Delivered expert advice on technical queries to clients and partners, improving user understanding and reducing miscommunications. • Conducted routine diagnostics and cleaning on computer systems and peripherals, maintaining network stability and ensuring 99% uptime. • Managed Microsoft 365 administration including user setup, license management, and troubleshooting, ensuring seamless access and functionality for all users. • Assisted users with hardware and software issues, flashed modems with the latest firmware, and provisioned phones as required, enhancing overall support efficiency. • Onboarded new employees by providing necessary equipment and system access, followed up on resolved issues to ensure complete satisfaction, and gathered feedback to refine support processes.

• Gained comprehensive experience in diagnosing and repairing mobile devices, specializing in both Android and iPhone platforms. • Developed proficiency in using advanced tools such as multimeters, soldering irons, heat guns, and other diagnostic instruments to troubleshoot and resolve hardware-related issues, including circuit board repairs. • Learned to disassemble and reassemble devices efficiently, ensuring high-quality repairs for common issues such as broken screens, charging port failures, and battery replacements. • Acquired expertise in identifying and fixing software issues, including system crashes, firmware updates, and data recovery. • Enhanced understanding of mobile phone components, chipsets, and diagnostic techniques for optimal performance. • Improved customer service skills by delivering technical support and repair services in a fast-paced environment.

• Gained hands-on experience in diagnosing and troubleshooting hardware and software issues across various platforms. • Developed proficiency in working with Windows, Linux, and Mac operating systems, ensuring smooth system operation and maintenance. • Acquired foundational and advanced knowledge of networking, including configuration, management, and security best practices, gaining expertise in configuring and troubleshooting network components, VLANs, IPv4/IPv6 addressing, static routing, wireless architectures, network security, and IP services such as NAT, DHCP, DNS, and remote access using SSH, with a strong focus on network optimization and security best practices.

• Installed, configured, and troubleshooted hardware and software systems, improving system efficiency and resolving issues for desktops, laptops, and mobile devices. • Provided first-level technical support via phone, email, and ticketing system, resolving 85% of user issues on first contact. • Assisted in troubleshooting network issues, including connectivity problems, ensuring stable network operations and optimal performance for staff and students. • Configured and maintained network infrastructure, including VLANs, switches, and cabling, enhancing network performance and reliability. • Managed user accounts, password resets, and access rights within Active Directory, supporting over 200 users in maintaining secure system access. • Assisted in configuring and troubleshooting Microsoft 365 applications, improving productivity and collaboration among remote and on-site employees. • Implemented security measures, including firewall configurations, antivirus management, and user training on security best practices, protecting systems from potential vulnerabilities. • Provided end-user training on software applications, reducing repetitive support requests and enhancing user efficiency. • Documented common issues and solutions in a knowledge base, streamlining future troubleshooting efforts and reducing downtime. • Collaborated with network administrators and system engineers to resolve complex technical incidents, maintaining a high level of customer satisfaction.