Taskeen Agha

Responded to customer emails, calls and live chat regarding technical malfunctions and issues to remotely Provided clear and concise step-by-step technical support to guide clients Addressed and resolved SLA issues promptly using an OTRS system Helped customers set up new systems, applications and software Asked customers targeted questions throughout troubleshooting to determine smart solutions Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations Logged and completed reports to submit technical details to management Delivered high-level tech support with emphasis on customer service excellence. Resolved complex hardware issues, ensuring smooth operations for clients. Handled escalated customer concerns quickly and efficiently, maintaining high retention rates. Educated customers on basic troubleshooting steps, reducing unnecessary service calls. Coordinated effectively with cross-functional teams to provide integrated solutions. Provided comprehensive technical support, enhancing client satisfaction. Actively participated in weekly meetings to discuss ongoing issues and possible improvements. Collaborated with product development teams, improving the durability of products. Provided clear and concise step-by-step technical support to guide clients Performed recovery operations to restore systems following failures Monitored computer system performance and intervened in identified Investigated reports of system errors to try to reproduce problems and trace Conducted tactical troubleshooting to identify faults Maintained and repaired peripheral equipment connected to laptops and Resolved service user requests within target timeframes

Provided exceptional customer service through addressing, diagnosing and resolving technical issues. Achieved high levels of customer satisfaction by delivering reliable solutions within stipulated timelines. Handled support desk calls, communicating complex technical information clearly and succinctly for optimal service user understanding Provided first-class PC support, using outstanding working knowledge of various Windows and Microsoft Office applications Assisted customers with software package installations enabling high-performing Used application management software to collect agreed performance Coordinated and oversaw user accounts creation, monitoring and maintenance access levels and p sinline with security procedures and delegations Performed regular backups of critical data to prevent loss or damage. Installed and configured new desktops to meet business requirements. Troubleshot and repaired hardware problems for improved system performance.