• Provision of level 1 and 2 technical support for 150+ users. Ensured quick resolution of user concerns. • Serving as the first point of contact for customers seeking technical assistance over the phone or email. • Performing remote troubleshooting through diagnostic techniques and pertinent questions. • Determining the best solution based on the issue and details provided by customers. • Walking the customer through the problem-solving process. • Direct unresolved issues to the next level of support personnel. • Providing accurate information on IT products or services. • Recording events and problems and their resolution in logs. • Follow-up and update customer status and information. • Direction of any feedback or suggestions by customers to the appropriate internal team. • Identification of improvements on procedures. • Closed 95% of trouble tickets on the first call without escalation. • Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more. • Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue. • Set up secure WiFi, LAN and VoIP networks at remote locations, leading client/server configuration and performance-tuning of crucial infrastructure to ensure seamless business operations.