J*****U

rovided on-phone and online support for users of extended campus communication network to facilitate effective operation of IT resources. Delivered troubleshooting solutions to departments and console operators experiencing difficulties with software, hardware, and network connectivity. Assisted in implementation of new hardware and software solutions within company to improve workflow and customer service provision. Developed and maintained local networks in ways that optimized performance. Provided orientation and guidance to users on how to operate new software and computer equipment. Offered consultancy services by reviewing the usage of IT technology and provided suggestion report for improvement.

Provided flexible and efficient software systems to clients thus satisfying their business needs without compromising the ease of use. Assisted in designing, configuring, establishing, maintaining and safeguarding LAN and WAN networks. Provided prompt PC and mobile support to resolve client issues. Conducted research to identify potential gaps and issues that would affect the performance of IT resources. Collaborated with the network team in monitoring four network servers. Created support service tickets and used web-based ticketing systems to track and deliver support services. Installed, serviced and upgraded Windows computers.

Provided prompt troubleshooting and technical assistance to customers on inbound telephone tech support calls. Used the Windows Quick Assist app to remotely access and troubleshoot issues for clients whose problems couldn't be resolved over the phone. Walked customers through step-by-step process for troubleshooting hardware issues. Assisted customers with antivirus program installations and virus removals. Offered excellent customer service skills in responding to customer queries and complaints by analyzing the situation, listening empathetically and communicating clearly while offering solutions. Conducted computer technology training with all new staff. Helped in setting up accounts for new users. Repaired and replaced faulty equipments. Conducted electrical safety checks on computer equipment.