Tity Koroma

• Delivered exceptional technical assistance to customers via phone, email, and chat, resolving product and service-related issues efficiently.

• Diagnosed and troubleshot hardware, software, and connectivity issues, ensuring minimal downtime for end-users.

• Educated customers on product functionality, installation, and maintenance to enhance user satisfaction and reduce recurring inquiries.

• Documented customer interactions, technical solutions, and unresolved issues in a CRM system, contributing to a comprehensive knowledge base.

• Escalated complex cases to higher-level support teams, ensuring timely resolution and customer satisfaction.

• Conducted product testing to replicate customer issues and worked with engineering teams to identify and resolve defects.

• Assisted with onboarding new customers, ensuring seamless product setup and operation.

• Maintained up-to-date knowledge of company products, services, and industry trends to provide accurate and informed support.

• Followed up with customers post-resolution to confirm satisfaction and identify opportunities for service improvement.

• Provided Tier 1 and Tier 2 technical support to end-users, resolving hardware, software, and network-related issues in a timely manner.

• Managed and monitored help desk ticketing systems, maintaining detailed documentation of issues, resolutions, and escalations.

• Installed, configured, and maintained computer systems, software, and peripherals, ensuring optimal performance.

• Diagnosed and resolved issues with Microsoft Office Suite, Windows OS, and enterprise applications.

• Assisted with onboarding processes by setting up new employee workstations, accounts, and email configurations.

• Supported remote users with VPN setup, troubleshooting, and secure access to company resources.

• Identified and escalated recurring technical problems to higher-level IT teams for analysis and permanent solutions.

• Educated end-users on best practices for security, system usage, and troubleshooting minor issues.

• Maintained IT asset inventory, including tracking and deployment of equipment.

• Ensured compliance with organizational IT policies, data protection standards, and industry regulations.

• Provided first-level technical support to end-users

• Diagnosed and troubleshot hardware, software, and network issues, ensuring minimal downtime.

• Configured and maintained user accounts, permissions, and passwords in Active Directory.

• Installed, upgraded, and supported computer systems, printers, and mobile devices across the organization.

• Documented all support interactions and solutions in the ticketing system, contributing to a knowledge base for future reference.

• Escalated complex issues to second-level support, collaborating with IT teams to implement long-term fixes.

• Delivered training sessions and user guides to improve staff proficiency with new systems and tools.

• Assisted with system rollouts, software installations, and updates, ensuring seamless integration into existing infrastructure.

• Maintained compliance with IT security policies and protocols, protecting sensitive organizational data.