I have extensive experience troubleshooting both hardware and software issues. In my previous role, I regularly diagnosed and resolved problems with desktops, laptops, printers, and network devices. For software, I addressed issues with operating systems, office applications, and specialized software. I follow a systematic approach: identifying the problem, researching solutions, testing fixes, and documenting the resolution. This ensures efficient problem-solving and helps prevent recurring issues.

I prioritize support tickets based on urgency and impact. Critical issues affecting multiple users or business operations are addressed first. I use a ticketing system to track progress, set deadlines, and communicate updates to users. For less urgent tickets, I ensure they are resolved within agreed SLAs. Effective time management and clear communication help me handle multiple tickets efficiently while maintaining high customer satisfaction.

Data security is a top priority. I always verify user identities before providing assistance. When accessing systems remotely, I use secure connections and follow company protocols. I avoid sharing sensitive information and ensure all actions comply with data protection policies. Additionally, I educate users on best practices, such as strong passwords and recognizing phishing attempts, to enhance overall security.

I remain calm and empathetic when dealing with frustrated users. I listen actively to understand their concerns and reassure them that I am there to help. By maintaining a positive attitude and focusing on finding a solution, I can often de-escalate the situation. Clear communication and timely updates on progress also help build trust and reduce frustration.

I have extensive experience with remote support tools like TeamViewer, AnyDesk, and Microsoft Remote Desktop. These tools allow me to assist users efficiently, regardless of their location. I use them to diagnose issues, perform software installations, and provide step-by-step guidance. I ensure secure connections and follow company policies to protect sensitive data during remote sessions.