Samuel

Provided timely and effective technical support for customer products, including troubleshooting hardware and software issues.. Assisted customers with product inquiries, order tracking, and issue resolution through various communication channels (phone, email, and live chat).. Collaborated with the sales team to identify upselling and cross-selling opportunities, resulting in a 10% increase in revenue.. Collaborated with cross-functional teams to escalate and resolve complex technical issues, ensuring a quick and efficient resolution for customers.. Conducted product training sessions for customers to enhance product knowledge and user proficiency.

Partnered with managers to manage and prioritize technical projects.. Manage moves, adds, changes of software and hardware for all equipment, including equipment used on desktops, in test labs and training rooms.. Advise desktop support technicians and help desk staff in trouble-shooting systems and equipment problems, identifying causes and recommending solutions.. Coached employees through day-to-day work and problems in the office and over the phone.. Monitor business unit technology needs by knowing the department and strategic direction.. Ensures backup, recovery, and data restoration from workstations/laptops for clients during upgrades or problem diagnosis.. Order IT supplies including software, hardware, peripherals devices, mobile devices, etc. as per procedures.

Served as the primary help desk contact for employees and tenants, resolving maintenance requests, service issues, and technical inquiries with a customer-first approach.. Logged, tracked, and prioritized service tickets to ensure timely resolution and clear communication with customers.. Communicated professionally with clients, vendors, and internal teams to coordinate repairs and service follow-ups.. Provided clear explanations of processes, timelines, and solutions to customers, improving satisfaction and trust.. De-escalated customer concerns by actively listening, identifying root issues, and delivering effective solutions.