• Achieve a 95% success rate in resolving technical issues on first contact, ensuring high user satisfaction.• Diagnose and troubleshoot a wide range of software and hardware issues, promoting a seamless user experience.• Conduct comprehensive user training sessions both on-site and virtually, enhancing customer proficiency with the platform.• Collect and analyze user feedback, collaborating with the development team to implement continuous improvements.• Maintain and update support documentation and FAQs, significantly reducing the volume of support tickets.

• Delivered comprehensive technical support to staff and customers, ensuring swift resolution of IT issues.• Coordinated with Customer Service on repair items and warranty claims, enhancing overall customer satisfaction.• Administered and maintained Windows, MacOS, and Linux systems, ensuring smooth installation, updates, and configurations.• Managed PABX and server room operations, ensuring optimal communication and network functionality.• Diagnosed and repaired hardware issues, minimizing downtime and improving user productivity.• Installed, licensed, and managed software, ensuring compliance with licensing agreements.• Configured and troubleshooted Microsoft Outlook, improving email reliability for users.• Managed warranty support processes, including software recovery and performance optimization.• Maintained mandatory repair logs for audit and tracking purposes, ensuring accurate documentation.• Implemented and managed data backup solutions, conducting regular data recovery procedures.• Ensured network security through the deployment of firewalls, antivirus software, and regular security audits.• Monitored and maintained network infrastructure, addressing connectivity and performance issues promptly.• Supported IoT device setup and troubleshooting, focusing on Smart Home Entertainment Systems.• Conducted user management and permissions, optimizing system access and security.• Performed regular system audits and performance tuning to enhance overall system efficiency.

• Managed sales of laptops, tablets, tech accessories, mobile devices, storage devices, and portable audio products.• Recorded and filed daily sales and shrinkage report.• Ensured devices are up to date and secured correctly.• Interacted with customers daily and logged product feedback.• Ensured accurate PI labeling by consistent price checks and promotion information.• Ensured exceptional customer service by facilitating new purchases and providing support for returned products.

• Provided IT Tech Support, assisting customers with hardware and software issues.• Diagnosed and repaired various hardware components, including desktops, laptops, and mobile devices.• Performed software installations, updates, and troubleshooting across Windows, MacOS, and Linux platforms.• Configured and maintained network devices, ensuring stable and secure connectivity for clients.• Implemented data backup solutions and conducted data recovery for customers.• Provided remote support to clients using remote desktop tools, ensuring timely resolution of issues.• Assisted in setting up and configuring new devices for customers, including smartphones, tablets, and PCs.• Liaised with vendors for part replacements, ensuring timely procurement and installation of components.• Managed warranty claims, coordinating with manufacturers to facilitate repairs and replacements.• Created and maintained detailed documentation for all support activities, ensuring accurate records for future reference.