Customer Support Engineer

• May 2023 - Present

Technical Support Engineer

• Apr 2021 - May 2023

Installing and configuring computer systems. Responding to IT support tickets. Meeting with users to diagnose software, networking, or hardware issues. Providing technical support on-site or via remote-access systems. Offering solutions that meet the needs of the user. Repairing hardware malfunctions, software issues, and networking problems. Maintaining good user relations. Tracking and managing ticket records using ServiceNow. Compiling ticket reports. Installing and configuring computer systems. Responding to IT support tickets. Meeting with users to diagnose software, networking, or hardware issues. Providing technical support on-site or via remote-access systems. Offering solutions that meet the needs of the user. Repairing hardware malfunctions, software issues, and networking problems. Maintaining good user relations. Tracking and managing ticket records using ServiceNow. Compiling ticket reports.

Software Developer

• Mar 2020 - May 2023

Developed an e-commerce application for a WordPress-based client that increased overall sales by 56%, through extensive market research and implementation of eCommerce functionality using various plug-ins, while ensuring seamless mobile optimization of the website. • Developed a fully functional e-commerce website using React and CSS, integrating Stripe for secure payments and customizing Strapi's CMS for easy- to-use admin tools. Implemented user-friendly features such as a shopping cart, search functionality, and product filtering, resulting in a 25% increase in customer satisfaction. Created a seamless checkout process by integrating Stripe's payment processing, reducing cart abandonment rates by 12%, and increasing successful transactions. • Created and managed a productivity and personal blog, using social media and email marketing to drive traffic to the website. Designed and developed the blog using WordPress, CSS, HTML, and jQuery, and implemented features such as a subscription form and newsletter functionality to grow the blog's audience increasing returns by 77%. Show less

Field Services Engineer

• Oct 2019 - Apr 2021

Imaged and facilitated physical moves from one location to another for over 600 employees. Worked with major brands and companies to roll out over 2000 new Windows 10 machines to replace Windows 7. Installed over 100 network equipment (firewalls, PCs, redundancy systems, Routers and Modems) at different locations. Performed On-site desktop technician duties. Diagnosed and troubleshot causes of technical failure of desktop hardware Surveyed and Installed network equipment at different retail locations following project specifications Standardized repair procedures by writing and updating team documentation. Surveyed, Installed, and decommission network equipment at different retail locations following project specifications. Show less