Eueal Bule

• Provide technical support to over 500 end-users via phone, email, and remote desktop tools. Managed approximately 30 incoming calls, emails and faxes per day from customers.
• Diagnose and resolve hardware, software, and network issues for both Windows and Mac environments.
• Coordinate with onsite IT teams to address escalated issues that require physical intervention.
• Implement and support remote access solutions, including VPN and remote desktop services.
• Perform regular system updates, patches, and backups to ensure security and reliability.
• Supported team members in large-scale IT projects, such as office relocations and network upgrades.
• Excellent communication and customer service skills, strong problem-solving abilities, ability to work independently and as part of a team.

Achievements:

• Improved first call resolution rate by 20% through enhanced troubleshooting guides and training programs.
• Reduced average ticket resolution time by 30% by optimizing the ticketing system workflow.

• Provided remote technical customer service support via phone, email, and virtual meetings.
• Diagnosed and troubleshot hardware, software, and network issues for remote users.
• Assisted in installation and configuration of software and hardware through remote desktop tools.
• Enhanced user experience by troubleshooting software and hardware issues in timely manner.
• Maintained up-to-date knowledge of emerging technologies and industry trends, informing strategic decision-making processes within organization.
• Created and updated technical documentation and user guides to assist remote users in resolving common technical issues independently.