- Provided comprehensive technical support for desktops, laptops, and devices, both Windows and MAC.- Installed, configured, and troubleshooted network printers.- Conducted PC and network troubleshooting, covering hardware and software issues.- Performed repairs and replacements of desktop and laptop hardware, including Chromebooks.- Utilized Zoho work order system for issue tracking and resolution.- Successfully managed large device deployments, including imaging and configuration.- Maintained effective communication with students, staff, parents, and administrators.

- Led operational support for 350 locations and 640 kiosks, including modem-level troubleshooting andtroubleshooting protocols.- Managed payment methods and equipment issues.- Orchestrated Aruba device deployment for new kiosk installations.- Administered SharePoint platform for the kiosk support team and created web tools.- Solely managed SharePoint platform for the kiosk support team.- Developed web tools to streamline workflows and enhance productivity.- Provided technical support and training to team members.

- Conducted in-depth analysis of billing systems for efficiency and compliance.- Reviewed billing processes and configurations for accuracy.- Collaborated with cross-functional teams for process improvements.- Supplied data analysis for billing precision and discrepancy mitigation.- Produced reports and delivered presentations to stakeholders.

- Offered technical support via phone, chat, and email for cable TV, internet, and phone service.- Efficiently diagnosed and resolved customer inquiries.- Escalated unresolved issues for further investigation.- Maintained accurate records of interactions and troubleshooting steps.- Stayed updated on product knowledge and industry trends.- Conducted regular audits for compliance.- Collaborated with cross-functional teams to implement solutions.

- Data Entry: Inputting and updating data into databases, spreadsheets, or other digital systems accurately and efficiently.- Data Verification: Double-checking and verifying the accuracy of the entered data to minimize errors.- Data Cleaning: Identifying and correcting any inconsistencies or discrepancies in the data.- Record Maintenance: Keeping records and files organized and up to date.- Data Formatting: Ensuring that data is formatted correctly according to established guidelines.- Data Retrieval: Retrieving specific information as needed from databases or files.- Data Analysis: Basic data analysis tasks, such as sorting, filtering, and generating reports.- File Management: Organizing and managing electronic files and documents.- Data Migration: Transferring data between systems or platforms when necessary.- Data Security: Maintaining data confidentiality and adhering to privacy regulations.- Quality Control: Ensuring that the data entered meets quality standards and is error-free.- Reporting: Generating regular reports based on the entered data for decision-making.- Communication: Collaborating with team members to resolve data-related issues or discrepancies.- Time Management: Prioritizing tasks and managing workloads efficiently to meet deadlines.- Typing and Keystroke Accuracy: Maintaining a high level of typing accuracy and speed.- Software Proficiency: Being proficient in data entry software and relevant tools like Microsoft Excel, data entry software, or proprietary systems.- Documentation: Keeping records of data entry processes and procedures for reference.- Problem-Solving: Identifying and resolving data-related issues that may arise during the entry process.- Multitasking: Handling multiple data entry tasks simultaneously and switching between projects as required.- Continuous Learning: Staying updated on industry-specific software and tools to improve data entry efficiency.

Tier 1 Tech Support Representative:- Customer Assistance: Providing initial customer support by answering phone calls and addressing basic inquiries related to dial-up internet services.- Troubleshooting: Assisting customers in identifying and resolving common connectivity issues, such as modem setup, software configuration, and browser settings.- Password and Account Management: Helping customers with password resets, account activation, and basic account-related tasks.- Account Information: Providing information on customer account details, billing, and service plans.- Technical Guidance: Offering step-by-step instructions for basic problem-solving and navigation of the dial-up service.- Escalation: If an issue cannot be resolved at Tier 1, escalating it to Tier 2 support for more advanced troubleshooting.Tier 2 Tech Support Representative:- Advanced Troubleshooting: Handling complex technical issues related to dial-up internet services, including hardware and software problems.- Network Configuration: Assisting customers with advanced network settings, including router and modem configuration.- Software Support: Diagnosing and resolving issues related to dial-up software, drivers, and compatibility problems.- Quality of Service: Analyzing and optimizing the quality of the dial-up connection, including latency and speed issues.- Advanced Account Management: Handling escalated account-related issues, billing disputes, and account upgrades or downgrades.- Technical Documentation: Maintaining detailed records of customer interactions and technical issues for future reference.- Team Collaboration: Collaborating with Tier 1 representatives to provide guidance and ensure consistent support for customers.- Feedback and Improvement: Providing feedback to management on common issues, suggesting improvements in support processes, and contributing to knowledge base articles.