• Swiftly resolved clients' technical issues, whether customer-facing or through inbound calls, surpassing resolution performance expectations by achieving an average ticket resolution time of 11 minutes or less. • Diagnosed and repaired consumer hardware issues promptly, ensuring a downtime rate below 5%. • Installed and configured desktop computer hardware, software, and peripherals following standard procedures with a 100% accuracy rate. • Leveraged proprietary software, Salesforce, and ZenDesk for ticket creation to streamline customer support processes. • Performed data analysis and reporting to provide insights to stakeholders for informed decision-making. • Collaborated with cross-functional teams to develop software solutions aligned with business requirements and technical specifications.

• Amplified the presentation of the latest smart home technology products in collaboration with the sales team, resulting in a 20% increase in sales compared to previous targets. • Offered expert guidance to customers on the functionality of smart home devices and appliances, resulting in a 95% customer satisfaction rate. • Delivered exceptional customer service and hospitality, focusing on smart home technology, resulting in a 30% exceeding repeat business goals. • Performed routine maintenance tasks, including system updates and virus scans, utilizing remote desktop and screen-sharing tools, resulting in a 95% reduction in system downtime.