Jalal Shamsi

Provided proactive and reactive printer support in a high-security environment, delivering white-glove service. Managed and resolved service tickets via ServiceNow.

• Provided secure, high-quality print device support while managing ServiceNow tickets and maintaining strong customer communication.
• Performed preventative maintenance, toner replacement, and white-glove service to minimize downtime.
• Tracked devices, updated Excel records, and added printers to contracts with DCA system integration.

Provided efficient on-site maintenance, troubleshooting software, hardware, and network issues for office equipment. Ensured customer service and resolved IT-related problems.

• Consistently met or exceeded SLA response times while resolving complex technical issues.
• Delivered exceptional customer service, building strong client trust and positive relationships.

Provided IT support by managing tickets, troubleshooting hardware/software, maintaining inventory, and ensuring smooth operations through proactive maintenance and excellent customer service.

• Proactively resolved hardware and software issues to improve operational efficiency and customer satisfaction.
• Maintained IT inventory, performed audits, and conducted preventative maintenance to ensure equipment readiness and minimize downtime.