🚀 Dedicated Technical Support Specialist with over 8 years of experience managing and optimizing IT infrastructures in diverse environments. From system setup and configuration 🖥️ to ongoing maintenance 🔄 and troubleshooting both remotely and on-site, I thrive on solving technical challenges while ensuring exceptional service delivery.💡 I’m passionate about improving processes and mentoring teams, helping Tier-1 specialists grow their expertise in installation, configuration, and troubleshooting. Skilled at managing escalations and consistently adhering to SLAs while maintaining compliance with industry standards like ISO 27001.📈 Key Achievements:✔️ Maintained a stellar 99% CSAT across all support cases.✔️ Resolved 90% of escalated issues and achieved a 78% FCR rate, with low-complexity tickets reaching over 90% FCR.✔️ Successfully handled 1,700+ Tier-2 tickets annually with minimal escalations.✔️ Improved resolution time by 30% and ensured under 10-minute first response for 70% of high-priority tickets.🔧 Core Skills:Technical Support & Troubleshooting 🛠️IT Infrastructure Management 🌐Software Installation & Configuration 📦SLA Adherence & Ticket Management 📋LAN Support & Networking 📡Escalation Management 📈Knowledge Base Optimization 📚System Maintenance & Monitoring 🔍🌟 I enjoy working in fast-paced environments where I can deliver efficient solutions, streamline workflows, and mentor teams to drive support excellence. Let’s connect if you’re looking for someone who’s not just about resolving issues but also about creating value and elevating the IT support experience!