I am a dedicated and solution-focused Technical Analyst with over 4 years of experience providing comprehensive technical support to clients and companies. Recently graduated with a master's degree in Network and Information Security from Kingston University, I am seeking to leverage my expertise in further technical support roles. My strong problem-solving skills, combined with excellent communication abilities, make me a valuable asset in delivering top-notch technical support and ensuring customer satisfaction.
- Handled an average of 50 clients' queries daily via telephone, ensuring prompt resolution and client satisfaction. - Managed clients' queries and daily updates in the SalesForce ticketing tool, maintaining accurate and up-to-date records. - Provided technical support, including problem escalation and incident identification, resulting in timely resolutions. - Liaised with stores and other IT personnel to address and resolve issues, ensuring effective communication and collaboration. - Conducted regular checks and maintenance to ensure the functionality of EPOS systems for clients, minimizing downtime. - Edited registry settings to resolve peripheral failures, reducing system downtime by 20%. - Added and removed tills & stores on the database system and in Active Directory with 100% accuracy and adherence to protocols. - Deployed printers on client machines using printer server and updated group policy to ensure seamless printing operations. - Coordinated with onsite engineers to address hardware or software issues promptly and efficiently. - Prepared documents based on knowledge management, contributing to the development of best practices and standard procedures. - Assisted in deployment, releases, user support, issue resolution, and reporting, ensuring smooth operations and client satisfaction.
- Provided 24/7 operational support to UK clients, ensuring continuous service availability. - Managed and prioritized an average of 12 incidents (tickets) daily, maintaining efficient resolution timelines. - Created and disabled users in Active Directory with 100% accuracy and adherence to security protocols. - Tracked all open tickets and collaborated with other departments to expedite issue resolution. - Directed users to the correct departments, streamlining issue resolution processes and reducing downtime. - Collaborated with team members to identify common issues, resulting in the creation of parent tickets for effective problem management. - Delivered defined operational processes for clients, meeting all service level agreements. - Conducted client calls in the UK to address technical issues related to software, ensuring prompt resolution and client satisfaction. - Performed virtual database backups for clients in case of backup failures, ensuring data integrity and disaster recovery readiness. - Worked with the Operations Team Lead to identify and implement process improvements, enhancing team effectiveness. - Identified and suggested improvements that contributed to enhanced service delivery and client satisfaction.