Michael Eskander

• Utilized the company's ticketing system to document customer exchanges.
• Facilitated customer support for technical and product inquiries via remote access technology.
• Configured and maintained hardware, software, and peripheral devices.
• Performed computer diagnostics to troubleshoot and repair systems.
• Administered maintenance for backups, user accounts and helpdesk support.
• Handled customer service issues by providing guidance or escalating for advanced support.
• Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
• Identified problems in printers, scanners and networking hardware, applying required fixes, or escalating issues.
• Trained customers on how to use various features of Microsoft software applications including Word, Excel and Outlook.
• Managed Active Directory, including user setup, group policy configurations, and security updates, ensuring a secure IT environment.
• Implemented Microsoft Azure solutions for cloud storage management, improving data accessibility and security.
• Managed licensing and subscription models for Microsoft products, ensuring compliance and cost-effectiveness.
• Participated in the development of IT policies and procedures based on best practices for Microsoft environments.

● Proactively addressed customer inquiries and concerns pertaining
to internet connectivity, adeptly troubleshooting network-related
challenges.
● Employed cutting-edge diagnostic tools and advanced equipment
to pinpoint and resolve complex internet connection issues, while
swiftly identifying potential network outages.
● Demonstrated expertise in guiding customers through the setup
and configuration of routers, modems, and other essential network
devices.
● Ensured customer satisfaction by following up post-resolution to
confirm the seamless resolution of their internet connectivity
challenges.
● Actively pursued ongoing professional development to remain
current with emerging networking technologies and industry best
practices.
● Maintained meticulous documentation of customer interactions
and technical support.

● Removing viruses and malware as well as any technical and
performance problems
● Fixing hardware issues such as broken screens or keyboard issues
● Helping customers transfer and recover data from their old to new
systems
● Tuning up customer’s PC such as providing faster internet, removing
junk and duplicated files