- Updated old systems to new methods to digitize current practices, increasing productivity by 30%.
- Organized a centralized knowledge base that collects information for common technical issues, including step-by-step instructions and relevant screenshots, to facilitate easy access and understanding.
- Resolve issues with Microsoft Windows and Office 365 software and services.
### Help Desk Level 1 (May 2022 - July 2022)
#### Vinali Staffing
- Responded to technical support requests from users via phone, email, chat, or in-person, using skills like communication and problem-solving to resolve issues. Successfully resolved an average of 82% of all technical issues on first contact.
- Resolved issues related to hardware, software, and networking problems using knowledge of systems and applications.
- Achieved an exceptional level of performance and quality within just one month, exceeding expectations of an average time to reach it being nearly a year. Successfully maintained a 94% customer satisfaction rating throughout my tenure.
- Reduced the average response time from 16 minutes to under 5 minutes.
- Caring for and updating several servers that use technologies such as **Docker** and **Apache** to make sure they run smoothly and securely. Managing a fleet of 3 servers, reducing downtime by an average of 40%.
- Revived an old project request that had been stuck in limbo for over a year by updating and recreating it, and it was successfully accepted and added to the system due to new user demand.
