Implemented IT solutions that successfully resolved over 50% of reported service issues within 24 hours, resulting in improved customer satisfaction and a reduction in repeat issues Support MOE staff’s devices, student’s devices, desktop computers, IP Phones, IP Printers. Provided technical support to a wide range of school staff, including in-person and remote support, resulting in a 90% satisfaction rate among users. Improved response time to service issues and requests, resulting in a more efficient and effective IT support process for the school. Ensured that all IT resources were maintained in a safe and secure condition for school staff and students. Provide L1 technical support to 3000+ technophile and non-technical end users by resolving incidents and service requests assigned to the IT Support team via ITSM/Ivanti in accordance with ITIL standards and without any SLA breaches. Provide support for classroom accessories which including access points, smart boards, interactive projectors, and data show. Escalate the network services, server infrastructure and applications to the next- level team. Troubleshoot and resolve software application issues on user desktops and laptops, such as Microsoft Office 2013/2016, Outlook 2013/2016, MS Teams, Zoom, Skype, Adobe, Educational and administration apps/sites from the Curriculum department and micro worry-free business security Anti-Virus etc. 24x7 on-call support to end users.

A representative of Microsoft, attending all general sales inquiries and presenting to customers main / special features and specifications of the products in details. Conducting training sessions regularly to representatives from other brands such as Lenovo, HP, Acer and Dell. Showcasing products’ demos to customers to drive sales. Liaising with store managers and suppliers to ensure availability of the stock and maintaining inventory.

Installing hardware and software systems. Maintaining or repairing equipment. Troubleshooting varieties of computer issues. Setting up computer security measures. Configuring computer networks. Offering technical support on-site or via phone or email.

BBA in information system & E-commerce