• Identify user challenges, run diagnostics for problems and offer technical solutions through mobile phones, video chats and emails that has led to 60% increase in users(customers) efficiencies.• Bridging customers to company services and products by offering prompt support upon any technical challenges.• Prompt delivery of different troubleshooting solutions to departments experiencing difficulties concerning software, hardware and network connections.• Training and guiding customers on any new developments made in system application and other SaaS tools for easy adaptation.• Facilitated data migration to an upgraded domain improving digital communications for all users to get good data transmissions.• Documentation of daily reports of client inquiries and technical solutions are given to users.• Successful restructuring of the company's IT infrastructure by sourcing new technologies that lowered operational costs by 20%.

• Assisted online users by offering remote assistance via live chat web conference and phone to resolve issues related to Google Suite and Microsoft Office use and access.• Provision of support for Apple devices including MacBooks and iPhones.• Ensured backups were carried out on timely basis and that all data was secured.• Supported senior technicians with complicated and time sensitive LAN and Wireless networks challenges remotely via web conferences and voice calls.• Worked closely with IT team members for regular situation analysis and sorting solutions for all technical issues.• Carried out effective timely procurement, repairs and maintenance of desktop PCs, laptops, tablets and printers to maintain and improve company productivity.

• Provided high level of IT support by consistently improving knowledge of operating systems and application software, including TeamViewer.• Implemented improved assessment and analytical techniques for further achievement of identified departmental goals by multi-tasking with different personnel from the designated departments.• Discovered innovative IT solutions to common problems that were brought forward by heads of departments.• Assisted in implementation of new hardware and software solutions within company to improve workflow and customer service provision this boosted 40% efficiency in productivity.• Regularly performed preventative maintenance and remedial repairs on unauthorized peripheral equipment including flash drives and hard disks resulting in 60% reduction in malicious attack incidents.• Successfully developed a day to day customer follow-up system that ensured customer queries are well attended too.