Jehan Colabawalla

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Served as primary point of contact for support relating to owned solutions and products.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Suggested software and hardware modifications to reduce lag time and improve overall speed.
• Maintained response times to support business continuity.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Performed root cause analysis of reported issues to enact corrections.
• Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
• Evaluate system potential by testing compatibility of new programs with existing programs.
• Evaluate expansions or enhancements by studying workload and capacity of computer system.
• Achieve computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
• Confirm program objectives and specifications by testing new programs; comparing programs with established standards; making modifications.
• Improve existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.
• Evaluate vendor-supplied software by studying user objectives, testing software compatibility with existing hardware and programs.
• Place software into production by loading software into computer; entering necessary commands.
• Place hardware into production by establishing connections; entering necessary commands.
• Maximize use of hardware and software by training users; interpreting instructions; answering questions.
• Maintain system capability by testing computer components.
• Prepare reference for users by writing operating instructions.
• Maintain historical records by documenting hardware and software changes and revisions.
• Maintain client confidence and protects operations by keeping information confidential.
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Contribute to team effort by accomplishing related results as needed.
• Evaluate system potential by testing compatibility of new programs with existing programs.
• Evaluate expansions or enhancements by studying work load and capacity of computer system.
• Achieve computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
• Confirm program objectives and specifications by testing new programs; comparing programs with established standards; making modifications.
• Improve existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.
• Evaluate vendor-supplied software by studying user objectives, testing software compatibility with existing hardware and programs.
• Place hardware into production by establishing connections; entering necessary commands.
• Maximize use of hardware and software by training users; interpreting instructions; answering questions.
• Maintain system capability by testing computer components.
• Prepare reference for users by writing operating instructions.
• Maintain historical records by documenting hardware and software changes and revisions.
• Maintain client confidence and protects operations by keeping information confidential.
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Contribute to team effort by accomplishing related results as needed.
• Updated and maintained current customer support database.
• Provided guidance on installing and integrating new hardware components and software to remote clients.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Managed high levels of call flow and responded to technical support needs.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Configured hardware, devices, and software to set up workstations for employees.
• Monitored system performance to identify potential issues.
• Installed, configured and maintained computer systems and network connections.
• Translated complex technical issues into digestible language for non-technical users.
• Used ticketing systems to manage and process support actions and requests.

• Gathered, organized and distributed technical documentation.
• Installed technical hardware and software in deskside support environment.
• Reviewed product-specific resources to determine optimal implementation.
• Transferred computer files between programs.
• Set up and configured desktop computers, peripherals and accounts, assigning appropriate security levels.
• Performed minor maintenance and repair on malfunctioning computer equipment.