Deployed and assisted in managing a helpdesk system on the Ubuntu Server, increasing resolution efficiency for Saas-based customerservice. (UVdesk, Zendesk)
Provided technical support via in-person, email, phone, chat, and ticketing systems ensuring a high CSAT score of 85%. (Asana, Slack)
Implemented automation to streamline and optimize repetitive tasks, improving efficiency and manual workload. (OK Goldy)
Diagnosed hardware, software, and network issues, resolving 90% of reported problems within SLAs.
Created and maintained helpdesk documentation, reducing repetitive inquiries and improving self-service support.
Monitored and maintained network infrastructure using Nagios, cnMaestro, MRTG, and GWN Cloud.