• Served as the primary point of contact for customer technical inquiries, providing support for hardware, operating systems, and software-related issues. • Diagnosed and resolved technical issues related to desktops, laptops, and peripheral devices, ensuring minimal disruption to user operations. • Assisted internal users and customers with product configuration, troubleshooting, and system setup through phone, email, and remote support tools. • Logged and tracked support cases using Microsoft Dynamics 365, ensuring proper documentation and resolution within defined service timelines. • Escalated complex issues to engineering and product teams while maintaining clear communication with stakeholders. • Collaborated with cross-functional teams to analyze recurring issues and support continuous product and service improvement initiatives. • Maintained high levels of customer satisfaction through efective communication and service excellence.