Phoojywm Xiong

Nelnet

09.2019 - Current

Collaborated with cross-functional teams to ensure seamless IT support during major company initiatives.
Maximized user productivity by delivering comprehensive end-user training on software applications and hardware usage.
Monitored system performance to identify potential issues.
Configured hardware, devices, and software to set up work stations for employees.
Diagnosed and troubleshot hardware, software and network issues.
Assisted with updating technical support best practices for use by team.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Created help desk tickets, troubleshot and resolved desktop issues.
Used ticketing systems to manage and process support actions and requests.
Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
Participated in after-hours on-call rotations providing continuous coverage for urgent technical matters affecting the organization.
Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.