● Generated reports on device health and performance, effectively communicating equipment issues to device providers by diagnosing the problem while doing troubleshooting steps sent by the provider. ● Demonstrated technical proficiency by resetting devices to factory settings when necessary, resolving malfunctions and ensuring optimal device functionality. Logging cases with manufacturer devices which could present problems with screens, motherboard, keyboards and touchpads. ● Provided exceptional customer service by actively communicating with clients through the Zendesk system, promptly addressing their inquiries and concerns. ● Maintained clear communication channels with both clients and hardware manufacturers via email, fostering efficient resolution of technical issues and device replacements. ● Empowered users with software access through Endpoint Management. ● Streamlined device management by adding or removing devices from Microsoft Intune Autopilot, optimizing IT resource alocation and device lifecycle management. ● Windows 10 and WIndows 11 reinstalation when the devices present issues.

● Proficiently troubleshoot and resolve software issues remotely using PDQ and VNC software. ● Hands on expertise by instaling, updating, and configuring software and drivers to maintain system functionality. Removing and replacing hardware components as was necessary such as RAM Memory, hard disk, processor and graphic cards. ● Effectively prioritize and manage software tickets to ensure timely resolution using Outlook 365. Provide detailed explanations of resolution methods, whether remote or physical, via email correspondence. ● Expertise in configuring and provisioning devices for new starters, ensuring they have access to the necessary software and applications for their roles. Proactively managed Active Directory user accounts, ensuring efficient onboarding and access control. Successfuly added new users, unlocked accounts, and password resets, maintaining safe the system to minimise security risks and disruptions. ● Efficiently and effectively provisioned accounts for a team of 150 remote workers, showcasing exceptional technology proficiency and adaptability to rapidly changing work environments. ● Implemented an efficient Excel 365 database to accurately track staff information and computer assignments.