● Manage and prioritize support tickets, ensuring timely resolution and meeting service level agreements (SLAs). Document and track issues, resolutions, and customer interactions in a help desk ticketing system.● Assist with the setup, installation, and configuration of computer hardware, peripherals, and softwareapplications. Ensure compatibility and compliance with organizational standards.● Conducted in-depth analysis of business processes, data flows, and system dependencies to identify areas of optimization.● Using SQL to pull data from 3rd party internal business systems to build and validate reported metrics.● Contribute to projects, assisting in the development of technical task plans, schedules, and project tasks.● Provided end-user training and support, assisting with the adoption and implementation of new systems and processes.● Created and maintained technical documentation, including knowledge base articles, user guides, and FAQs, to facilitate self-help and knowledge sharing.● Managing and maintaining the company-wide document management software, ensuring seamless operation and accessibility for all users.● Equipped with a comprehensive understanding of IT infrastructure, establish AD groups, install printers, and deploy various applications

•Maintained strong computer skills, writing detail oriented write-ups on all interactions with customers, including requests, billing errors, refunds, and orders. •Reviewed files, records and other documentation to obtain business information and key data informing responses to development requests. •Addressed and resolved customer product complaints empathetically and professionally.•Experienced in providing assistance, my focus lies in aiding customers with the setup of cloud-basedbusiness VoIP services.•Experienced in diagnosing and resolving issues, specialize in troubleshooting and repairing AT&T phonesfor customer satisfaction.

•Interacted with vendors, and professional service to receive orders, direct activities and communicate management instructions.•Managed pay entitlements and resolved financial/payment issues