Experienced in in customer service and technical support.
Dedicated IT Support committed to delivering technical assistance and outstanding customer service. With a strong background of 5 years in IT support and a passion for helping others, I thrive on providing prompt solutions and ensuring a positive user experience for clients across diverse industries..
What I Offer:
? Phone Support
? Chat Support
? Email Support
? Ticket Support
? Remote Support
Summary of work experience:
• Ticketing System: ServiceNow
• Operating Systems: Microsoft Windows 7, 10, and 11
• Communication Skills: Able to articulate technical information to non-technical individuals
• Microsoft Office: MS Office Suite, Office 365 Installation, Administration, Configuration and Troubleshooting.
• Microsoft Cloud Services: Azure, Intune, OneDrive, Exchange Online and SharePoint
• PowerShell: Basic PowerShell experience, e.g., copy/paste (not writing script)
• Mobile Devices: Android/iOS configuration and troubleshooting (Intune Company Portal)
• Active Directory (On Prem) and ADAC: Create/Disable account and Password reset
• Cybersecurity concepts: Multi-Factor Authentication (MFA), Anti-virus/Anti-malware - SEP and MS Defender
• Networking: Basic Networking knowledge TCP/IP, LAN/WAN, DHCP, DNS and Firewalls
• VPN: Configuration and troubleshooting for Cisco AnyConnect and Pulse Secure
• Hardware/Software Troubleshooting: desktop/laptop, printer, and mobile devices
• Software Management: Software installation/troubleshooting via SCCM (System Center Configuration Manager)
• File System Support: Familiarity with file system support Permissions, sharing, backups, and restores
• Microsoft BitLocker Administration and Monitoring (MBAM): Troubleshooting and resolving issues related to BitLocker encryption and recovery.
• Remote Tools: Remote troubleshooting using such tools as Quick Assist, LogMeIn (LMI), Glance Screensharing, Microsoft Teams, and Cisco Webex.
Key Responsibilities
? Customer Handling
? Multi Tasking
? Proper usage of Soft skills while speaking to the customer
? Time management
? Following guidelines of the company
? Logging Customer related Case notes & data in company's ticketing tool
? Following up with the customer if required (Via phone, email & Chat)
? Being a Team Player
? Being professional, on time & attentive during work hours
Certifications: Trainings/Seminar
? ITIL® 4 Foundation Introduction ? CompTIA IT Fundamentals
? CompTIA A+ Core 2 Operating System & Network Management
? Microsoft 365 Fundamentals
If you're looking for a dedicated IT Support who can provide efficient technical support and excellent customer service, let's collaborate and discuss how I can help you achieve your IT objectives.
