- Manage and maintain the Learning Management System (LMS) to support organizational learning initiatives. - Configure, customize, and optimize LMS functionalities for enhanced usability. - Administer user accounts, roles, and permissions effectively. - Upload, organize, and maintain course content with accurate categorization and accessibility. - Provide technical support to users, resolving login, navigation, and content-related issues. - Monitor system performance, troubleshoot errors, and coordinate with vendors for updates or technical resolutions. - Generate and analyze reports on learner progress, course completion, and system usage. - Collaborate with HR, training teams, and stakeholders to align LMS capabilities with organizational goals. - Ensure compliance with data privacy and security standards. - Conduct user training sessions and create comprehensive documentation for system usage. - Leverage strong organizational skills, technical expertise, and customer-focused communication to ensure success in the role.

- Provided software/hardware support for Dell. - Delivered end-user technical support via email and phone with clear, professional communication. - Conducted issue analysis to identify problems and implement effective solutions. - Collaborated with internal teams to resolve requests efficiently. - Simplified technical concepts for non-technical audiences through presentations and demonstrations. - Diagnosed and resolved issues using remote troubleshooting and diagnostic tools. - Delivered step-by-step guidance and assisted with system and software setup. - Trained new staff on products and customer service best practices.

- Resolved telecom device and network service issues via phone support. - Handled escalations efficiently, ensuring timely resolution. - Simplified the returns process to enhance user experience. - Developed complaint resolution procedures, improving resolution times and customer retention. - Conducted follow-up calls to ensure customer satisfaction and strengthen relationships. - Trained new staff in customer service best practices, emphasizing excellence and empathy. - Built strong customer relationships through effective communication and issue resolution. - Ensured prompt follow-up on unresolved cases.