Identified, diagnosed, and resolved Tier One and Tier Two software and hardware issues, effectivelycommunicating solutions to end-users.Provided personalized problem resolution for Kpako employees via phone, email, and remote desktopsupport.Supported the configuration and setup of end-user PCs, ensuring seamless functionality.Offered troubleshooting assistance for mobile phones, including MacOS, Windows Devices andLinux/Unix Operating system.Investigated and resolved end-user network and local printer issues to minimize downtime.Coordinated the timely repair of PC equipment covered by third-party vendor maintenance agreements.Supported senior members of the IT team in developing training materials for end-users, including FAQsand instructional documentation.