I am an experienced System Engineer with a strong background in IT service delivery. Over the past 3+ years, I have provided technical support to users, resolving hardware, software, and network issues. I have a proven track record of diagnosing and resolving complex technical problems, escalating tickets when necessary. I am highly organized and have maintained detailed records of all support activities, including incidents, service requests, and knowledge base articles. Additionally, I have developed and analyzed knowledge base articles and FAQs to improve user experience and increase first call resolution.
I have assisted in the setup and deployment of new hardware and software systems, including laptops, desktops, printers, and mobile devices. I have managed user accounts, access rights, and permissions in Active Directory and other systems. I have also coordinated with other IT teams to resolve complex technical issues and implement changes to infrastructure and systems. Training and guiding new IT service desk staff has been a part of my responsibilities, ensuring they are equipped to handle support requests effectively. I have conducted regular user satisfaction surveys to gather feedback and identify areas for improvement. Throughout my career, I have maintained a high level of customer service, consistently receiving positive feedback from users and exceeding service level agreements (SLAs).
