Junior IT Technician

• Nov 2022 - Present

Technical Analyst

• Nov 2021 - Nov 2022

• Resolved technical issues associated with customer's internet connection, cable TV and digital phone. ` • Performed inbound and outbound technical support calls at a 25% faster rate than average. • Assist team members and provide support and solutions to customer queries to meet company objectives. • Exceeded performance goals for call time, accuracy, quality, de-escalation, and customer satisfaction. • Resolved technical issues associated with customer's internet connection, cable TV and digital phone. ` • Performed inbound and outbound technical support calls at a 25% faster rate than average. • Assist team members and provide support and solutions to customer queries to meet company objectives. • Exceeded performance goals for call time, accuracy, quality, de-escalation, and customer satisfaction.

Network Administrator

• Nov 2019 - Dec 2021

• Structured installs, upgrades, and troubleshoot core infrastructure systems (Switches, Routers, Firewalls, Servers, etc.). • Worked as a part of the Windows team and assisted with the Windows Server Administration • Developed system documentation, reports & As-built documentation for each project. • Provided timely support for corporate applications, desktop/laptop hardware, mobile devices, network systems/infrastructure, IP telephone system and Windows servers. • Structured installs, upgrades, and troubleshoot core infrastructure systems (Switches, Routers, Firewalls, Servers, etc.). • Worked as a part of the Windows team and assisted with the Windows Server Administration • Developed system documentation, reports & As-built documentation for each project. • Provided timely support for corporate applications, desktop/laptop hardware, mobile devices, network systems/infrastructure, IP telephone system and Windows servers.

Technical Support Representative

• Jan 2021 - Nov 2021

• Provided technical support services to end users, including device and software application troubleshooting over the phone, through email and web support. • Operated various diagnostic tools such as modem diagnostic, plume or check up tool to assist users with technical difficulties. • Collaborated with other staff to research and resolve problems using online ticketing system (Zendesk). • Provided technical support services to end users, including device and software application troubleshooting over the phone, through email and web support. • Operated various diagnostic tools such as modem diagnostic, plume or check up tool to assist users with technical difficulties. • Collaborated with other staff to research and resolve problems using online ticketing system (Zendesk).

Customer Service Representative

• Mar 2018 - Dec 2018

• Provided support and guidance to the customers at the front desk using strong communication skills to make sure customers have a positive experience and become repeat customers • Managed all the cash sales accurately, with high attention to detail, to reduce misplacement of money and maintain correct records • Collaborated with the team effectively during rush hours by supporting each other in rotating positions to provide efficient customer service • Provided support and guidance to the customers at the front desk using strong communication skills to make sure customers have a positive experience and become repeat customers • Managed all the cash sales accurately, with high attention to detail, to reduce misplacement of money and maintain correct records • Collaborated with the team effectively during rush hours by supporting each other in rotating positions to provide efficient customer service