Delivered end-to-end technical support for macOS, Windows, and Android environments in both remote and on-site settings. Specialized in hardware diagnostics, system optimization, and resolving complex software and network issues. Provided tailored IT support for small businesses and individual clients, focusing on system security, cloud integration, and excellent user experience through clear communication.

Core Responsibilities

• Active Directory & Azure AD:
  • Created and maintained user accounts, security groups, and access policies.
  • Implemented and supported Multi-Factor Authentication (MFA) across Microsoft 365 environments.
• Web Hosting & Domain Management:
  • Managed domain registration, DNS configuration, and SSL certificate setup.
  • Administered cPanel environments, FTP access, and web server maintenance.
• Technical Support & Troubleshooting:
  • Diagnosed and resolved hardware, software, and network issues for desktop environments.
  • Delivered customer-focused service with clear, non-technical explanations.
• Network & Infrastructure:
  • Installed and maintained LAN/Wi-Fi systems and small-office network infrastructure.
  • Configured routers, switches, and basic firewall settings.

Technologies & Tools

Windows 10/11 · macOS · Microsoft 365 · Google Workspace · Azure AD · Active Directory · Exchange Online · cPanel · DNS · SSL · LAN/Wi-Fi · Remote Desktop · TeamViewer · AnyDesk · Troubleshooting · Helpdesk · MFA · Ticketing Systems

Provided expert technical support for users, assisting with product inquiries, troubleshooting, and resolving technical issues across multiple platforms. Delivered high-quality customer service, ensuring timely and accurate resolutions. Maintained detailed logs of issues and solutions, while utilizing CRM software to track and manage support cases.

Core Responsibilities

• Customer Support:
  • Engaged with customers professionally, addressing their inquiries, concerns, and technical issues.
  • Provided clear, non-technical explanations to resolve complex problems efficiently.
• Technical Troubleshooting:
  • Diagnosed and resolved hardware, software, and network issues across diverse systems and platforms.
  • Performed system repairs and offered practical solutions for recurring technical challenges.
• CRM and Call Logging:
  • Utilized CRM tools (e.g., Salesforce, Zendesk) to document, track, and escalate customer support cases.
  • Ensured up-to-date and accurate records of customer interactions for improved service delivery.
• Product and Service Expertise:
  • Provided in-depth information on the company's products and services, guiding customers in their use.
  • Assisted with the configuration of web servers, FTP, and SSL certificates for secure connections.

Technologies & Tools

Salesforce · Zendesk · CRM Software · Helpdesk · Network Troubleshooting · SSL · FTP · Web Servers · Microsoft 365 · Active Directory · Windows · macOS · Android

Provided technical support and education to Uber drivers and users, assisting with platform navigation and ensuring compliance with safety and security standards. Trained small groups, conducted quality checks, and identified fraudulent activities to maintain platform integrity and user safety.

Core Responsibilities

• User Education and Training:
  • Conducted training sessions for users and drivers to ensure effective use of the Uber platform.
  • Ensured that all participants understood platform functionality and were able to use it efficiently.
• Quality Assurance and Control:
  • Performed quality checks to ensure that users and drivers were following platform procedures and standards.
  • Monitored interactions and provided guidance to meet Uber’s service expectations.
• Security and Safety Awareness:
  • Performed safety checks on trips, identifying risks and fraudulent activities to ensure platform integrity.
  • Implemented preventative measures to protect users and drivers from potential security threats.

Technologies & Tools

Uber Platform · User Training · Fraud Detection · Quality Control · Safety Checks · Incident Reporting · CRM Tools

Learned to develop a basic full-stack web applications with dynamic functionality using JavaScript/React and MySQL/Firebase Essentials of Web applications development.

Personal Page

• Created using NextJS and stylized using Tailwind
  • HTML and Tailwind for FrontEnd
  • NodeJS for small API integration on projects.

Final Project:

• Ticket Management System:
  • Simple ticket management system using basics concepts for Create, Read, Update and Delete (CRUD)
  • Firebase as Database for tickets data and login system.

Technologies & Study

HTML5, CSS3, Node.js, JavaScript (REACT / NextJS) MySQL and Firebase.

Technical course in Telecommunications, specializing in network infrastructure, including VoIP, wireless, and fiber optic networks.

• Telecommunications Training Focused on Fiber Optic Networks and Fusion Splicing
  • Configuring and Mainten LAN and Wireless Network
  • Setting up routers, switches, and access points
  • Troubleshooting network connectivity issues
  • Monitoring network performance and ensuring uptime
  • Documenting network configurations and changes