Key Responsibilities and Achievements: Leadership & Supervision: Supervised daily operations of the help desk, resolving network and hardware issues promptly and maintaining a 95% user satisfaction rate. Coordinated with a team of 10+ IT professionals to ensure seamless service delivery, reducing system downtime by 30%. Training & Development: Designed and conducted training programs on emerging technologies and support procedures, boosting team efficiency by 20%. Cultivated a culture of continuous learning and strong communication within the team. Incident Management: Managed complex technical issues, successfully reducing average incident resolution time by 40%. Implemented a robust escalation procedure, decreasing unresolved incidents by 25%. System Installation & Upgrades: Led the deployment of new devices and applications across campus, enhancing operational efficiency by 35%. Streamlined system upgrade processes, ensuring zero disruption during critical university events. Issue Resolution: Identified and addressed technical problems proactively, resulting in a 50% decrease in system downtimes. Worked closely with cross-functional teams to prevent recurrent technical issues. Documentation & Compliance: Maintained detailed documentation of IT assets and user access, improving compliance and security by 30%. Standardized IT policies and procedures to ensure alignment with industry best practices. Reporting & Recommendations: Generated comprehensive reports on help desk performance, providing actionable insights to improve IT services. Recommended and implemented technology advancements, enhancing system performance by 25%. Key Projects: Overhauled IT infrastructure, leading to a 30% reduction in downtime. Implemented a campus-wide security upgrade, enhancing data protection and user safety.

Key Responsibilities and Achievements: User Support Management: Delivered exceptional help desk support with a 95% satisfaction rate, exceeding response time targets for phone and remote support. Managed over 500 user support requests monthly, ensuring timely resolution. Installation & Configuration: Expertly installed and configured hardware and software, enhancing asset management efficiency by 20%. Streamlined the setup process for over 300 new employees, reducing setup errors by 15%. System Upgrades: Spearheaded hardware and software upgrades, increasing system performance and security by 30%. Developed proactive upgrade schedules to maintain optimal system functionality. Network Troubleshooting: Diagnosed and resolved network issues, reducing downtime by 40% and boosting productivity. Ensured operational continuity by efficiently managing email, printing, and internet connectivity problems. AV Equipment Operation: Supported over 2000 student events annually, providing reliable AV technical assistance. Technology Evaluation: Integrated new tools into the IT infrastructure, improving efficiency and reducing operational costs by 20%. Incident Documentation: Documented technical issues and solutions in the ticketing system, improving resolution time by 15%.

Key Responsibilities and Achievements: Technical Escalation Management: Managed escalated cases from first-line support, achieving a 90% resolution rate on the first contact. Improved overall customer satisfaction by reducing average resolution time for escalated issues by 50%. Subnet and CPE Configuration: Resolved complex subnet issues and guided customers in configuring CPE for optimal network performance, reducing service calls by 30%. Spam Alarm Resolution: Monitored and mitigated spam alarms, ensuring network security and maintaining a 99% customer trust rate. Proactive Monitoring: Actively monitored DSLAMs, preventing service disruptions and maintaining a 99.5% network uptime. Skills: Technical Skills: ADSL Configuration, Network Security, Technical Support, Customer Premises Equipment (CPE) Setup. Problem-Solving Skills: Spam Alarm Resolution, Escalation Management, Network Monitoring. Key Projects: Improved customer satisfaction by resolving 90% of escalated cases on the first call. Maintained a high network uptime through proactive DSLAM monitoring and issue escalation.

Key Responsibilities and Achievements: Customer Service Excellence: Delivered outstanding customer service, driving sales and improving the customer experience. Facilitated seamless communication between departments, enhancing overall workflow efficiency. Inventory Management: Accurately managed inventory levels, reducing discrepancies and ensuring product availability. Retail Applications Proficiency: Mastered applications like Wincash, Siebel, and CCAT, streamlining sales and service processes. Operational Support: Provided essential support to junior retail staff, boosting team productivity and sales by 15%. Skills: Customer Service Skills: Sales Operations, Customer Service, Inventory Management, Retail Applications. Communication Skills: Interdepartmental Coordination, Team Support. Key Projects: Improved inventory accuracy and reduced product shortages by implementing efficient tracking systems. Enhanced customer service experience, contributing to a 15% increase in sales.

Key Responsibilities and Achievements: Training & Development: Developed and delivered courses in A+ Computing, Software, and Hardware, preparing employees for career advancement. Assessed training effectiveness, ensuring that learned skills were applied in the workplace. Learning Experience Design: Created structured learning experiences, improving student engagement and course effectiveness. Skills: Educational Skills: Course Design, Training Delivery, Skills Assessment, A+ Computing. Communication Skills: Teaching, Monitoring Learning Effectiveness. Key Projects: Developed comprehensive training modules that enhanced student understanding and application of technical skills.

Key Responsibilities and Achievements: System Installation: Installed and configured operating systems (Windows, macOS, Linux), improving system performance and user satisfaction. Technical Support: Provided troubleshooting services, resolving technical issues for customers and maintaining a high service quality. Sales & Customer Service: Sold computer-related products and services, achieving top sales performance and customer satisfaction. Skills: Technical Skills: System Installation, IT Troubleshooting, Sales, Customer Support. Analytical Skills: Problem-Solving, Service Delivery, Technical Support. Key Projects: Increased customer satisfaction through efficient technical support and high-quality service delivery.

Key Responsibilities and Achievements: Project Coordination: Developed project plans outlining clear goals and timelines, ensuring on-time and within-budget project delivery. Team Collaboration: Facilitated effective communication and collaboration among team members, enhancing project outcomes. Training Material Development: Created tutorials on internet-related topics, distributed through CDs, increasing digital literacy and knowledge sharing. Skills: Organizational Skills: Project Planning, Team Coordination, Training Material Development. Communication Skills: Team Collaboration, Tutorial Creation, Project Management. Key Projects: Successfully managed and delivered project initiatives that improved team productivity and knowledge sharing.