-Engaging customers and Resolving Technical Queries- Guiding and Keeping customers informed regarding New Technologies- SaaS Deployment and Management- Managing computer and network onsite- Vulnerability Assessment and Patch deployment- Apply policies to manage software products

- Provided top notch customer support to customers with technical complaints, product enquiries, and billing related issues, via phone support, chat support and email support.- Effective ticket queue management and prioritization including continuous and timely updates to customers. - Managed administration and communicating coordination within internal departments.- Provided technical support to online and offline Microsoft customers with technical issues on computers running Windows 7 OS, Windows 8 OS, Windows 10 OS, Windows 11 OS and technical issues with Microsoft applications on Mac OS. - Troubleshooted technical issues with download, installation and activation of Microsoft products and devices, including Word, Excel, PowerPoint, Outlook, OneDrive, Teams, OneNote. - Diagnosed issues, troubleshooted email send and receive issues, set rules to arrange mails in certain folders, archived, deleted, and reported suspected emails as phishing putting proper documentation and mail security etiquette in place. - Handled emails like outlook.com, Hotmail, roadrunner, Gmail, Gsuite, AOL, Verizon, Yahoo mail, school email/work email with exchange, IMAP, and POP settings to email clients applications like Outlook desktop app, outlook mobile app and Google workspace app.- Initiated remote screen share session to customer’s device to troubleshoot and resolve technical and how to use issues with absolutely adherence to screen sharing policy. - Improved the customer satisfaction rating.- Led a team that improved a knowledge base for the technology supported.- Acted as a point of contact for the level 1 advocates.- Worked with a couple of call handling and CRM tools such as Rave, ASD, Freshdesk, Zendesk, Intercom, Genesys, etc.- Drove root cause analysis and service improvements improving bug fixes in close partnership across several engineering teams.

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Repair of Android devices. I.e flashing of rom, removal of Bloatware, kernel tweaking, patching.

Scanning and Printing of Exam materials