- Assisted customers in identifying issues with their websites and explained solutions to restore service and functionality.- Assisted customers in creating, configuring, managing and testing email accounts, spam filters and distribution lists.- Perform support through chat and tickets using Zendesk platform. - Supported Windows Server and website management platform CPanel and WHM - Managed DNS record configuration (MX, SPF, txt, A, Cname) for domains registered within the company.

- Performed hardware and software maintenance involving assembly, installation, repairs, configurations, internal cleaning of computers (desktops, laptops and iMacs), and essential maintenance on network printers and mobile devices.- Provided troubleshooting and support on Windows client systems, Windows Server, Mac OS systems, Microsoft 365, Adobe tools, Active Directory and Microsoft Exchange. - Helped end users through basic troubleshooting tasks.- Managed NTFS permissions on the file server with group scope recommendations, Group Policy Object management and configuration.- Managed inventory of IT assets and prepared equipment for employee onboarding.- Network support, LAN and wireless, Cisco switches and routers.- Elaboration of support procedures, document for the knowledge base and ticket management using Qualitor from Senior Systems. - Developed and documented IT Service Management policies, processes, and procedures based on ITIL best practices.

- Performed maintenance tasks on PCs, networks, and mobile devices.- Assembly of new computers- Problem analysis, diagnostics and solutions

- Performed repairs and maintenance on computers, hardware and software.- Assisted in expediting and distributing police occurrences and procedures, recording of occurrences, and archiving processes.

- Tutoring students (children and elderly) in Windows, Word, PowerPoint and Hardware courses.