Provided first-level technical support to end-users via phone, email, or in person, resolving hardware, software, and network issues promptly and effectively.
Documented all support requests, troubleshooting steps, and resolutions in the ticketing system, ensuring accurate and comprehensive records.
Collaborated with other IT teams to escalate complex issues and ensure timely resolution.
Assisted in setup and configuration of desktops, laptops, printers, and other peripheral devices.
Conducted user training sessions to promote IT best practices and increase end-user proficiency.
Participated in IT projects, such as software upgrades and system migrations, contributing technical expertise and support.

Collaborated with cross-functional teams to identify and implement solutions for recurring issues and system enhancements.
Performed regular maintenance tasks, including IVR system updates, backups, and performance monitoring.
Developed and updated IVR scripts and menus in accordance with business requirements and best practices.
Document troubleshooting procedures, system configurations, and customer interactions in the knowledge base.
Trained new support team members on IVR systems and processes

Assisted in the development and maintenance of company websites
Implemented design changes and updates using HTML, CSS, and JavaScript
Conducted quality assurance testing to identify and resolve bugs and issues
Collaborated with senior developers to learn best practices and techniques in web development