Virtual Assistant | Work Force & Data Analyst |Technical Support Engineer

I am highly organized and results-driven professional with experience across Virtual Assistance, Technical Support, Service Desk operations, and Workforce Management. Proven ability to support executives, resolve technical issues efficiently, maintain high customer satisfaction, and optimize workforce performance using data-driven insights. Adept at multitasking, process improvement, and working in fast-paced remote environments.

Professional Skills:

Work force management
- Managed incidents, service requests, and change tickets
- Ensured SLA compliance and proper ticket prioritization
- Assisted with onboarding/offboarding and access management
- Created knowledge base articles for recurring issues
- Forecasting & capacity planning
- Scheduling & real-time monitoring
- Shrinkage analysis
- Performance reporting
- Excel & Google Sheets analytics

Virtual Assistant:
- Calendar & inbox management
- Data entry & document preparation
- Canva design (presentations, social media, reports
- Managed executive calendars, emails, and task prioritization
- Created professional presentations, reports, and social media assets using Canva
- Maintained databases, spreadsheets, and CRM records
- Coordinated meetings, travel, and client communications

Technical Support Engineer:
- Provided Tier 1 and 2 support via phone, chat, and email
- Troubleshot OS, application, and connectivity issues
- Documented incidents and resolutions in ticketing systems
- Escalated complex issues following ITIL processes
- Tier 1and 2 technical support
- Incident, problem & request management
- Troubleshooting hardware, software & network issues
- Ticketing systems (Zendesk, ServiceNow, Freshdesk)
- SLA & KPI monitoring

Service Desk
- Managed incidents, service requests, and change tickets
- Ensured SLA compliance and proper ticket prioritization
- Assisted with onboarding/offboarding and access management
- Created knowledge base articles for recurring issues

Tools I Use:
- Service Now
- Assembled
- Zendesk
- Trello
- Asana
- Calendly
- Canva
- Google workspace
- Zoom
- Five9

Message me and let's work together!