Prince

Demonstrated experience with IT Support & Technical Assistance.

Demonstrated experience with Hardware Troubleshooting & Repairs.

Demonstrated experience with Desktop & Laptop Support.

Demonstrated experience with Software Troubleshooting.

Demonstrated experience with Network Setup & Maintenance.

Diagnosed and repaired hardware issues affecting desktops and laptops, including replacement of hard drives, RAM, power supplies, and other components.. Configured and maintained Local Area Networks (LANs), including routers and switches, to support network reliability and performance.. Provided technical support for hardware and software issues, identifying problems and implementing appropriate solutions.. Troubleshoot technical issues systematically to identify root causes and restore users' systems and services.. Resolved technical support requests efficiently, including resolving issues at first contact where possible.. Developed and maintained technical documentation covering troubleshooting procedures and technical solutions.. Contributed to a shared knowledge base that improved team efficiency and supported consistent issue resolution.. Conducted training sessions for staff on hardware best practices and basic troubleshooting techniques.. Guided users in resolving minor technical issues through clear instructions and practical support.. Assisted staff with hardware usage, system troubleshooting, and general IT-related concerns.. Worked collaboratively with colleagues to support reliable IT operations and resolve technical issues.

Provide customer and technical support to 80+ customers daily, handling service enquiries, complaints, technical concerns, billing issues, and other service-related requests.. Provide first-level technical assistance by identifying problems, troubleshooting issues, and recommending appropriate solutions.. Support customers through phone, email, chat, and digital communication channels while maintaining professional and timely communication.. Investigate technical and service-related concerns, identify root causes, resolve issues, and escalate complex cases when additional technical support is required.. Maintain a 90% first-contact resolution rate by resolving customer and service issues efficiently.. Assist users with basic hardware, software, connectivity, and service troubleshooting.. Maintain accurate records of 100+ customer transactions and enquiries weekly, including service requests, customer information, and follow-up actions.. Document customer issues, technical concerns, solutions, and relevant support information to ensure accurate records and effective follow-up.. Conduct customer follow-ups to confirm that reported issues have been resolved and services are functioning satisfactorily.. Improved customer satisfaction by 30% through responsive communication, accurate technical guidance, active listening, and personalized assistance.. Reduced complaint escalations by 25% through effective troubleshooting, problem-solving, proactive follow-ups, and professional issue handling.. Collaborate with internal teams to resolve customer and technical problems efficiently.. Identify recurring technical and service-related issues and communicate observations to relevant team members to support service and workflow improvements.. Manage multiple support requests simultaneously while prioritizing urgent technical and customer issues.. Support administrative activities including data entry, reporting, documentation, record maintenance, and customer account management.. Contributed to a 20% improvement in daily team productivity through organized workflows and efficient handling of support requests.. Contributed to a 15% increase in customer retention and repeat business through proactive communication, follow-ups, and quality service delivery.