Trainee
NPOWER
Baltimore, MD
02.2025 - Current
- Used remote login tools to assist clients with technical and product questions.
- Installed operating system updates as required by company policy.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Configured security settings or access permissions for groups and individual users.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
- Demonstrated advanced product knowledge to solve customer issues.
- Assisted in the installation of new hardware and software components.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Updated antivirus protection on all computers on a regular basis.
- Collaborated with IT team members to identify system requirements and resolve problems.
- Created new accounts, reset passwords, and configured access to servers and file management software for users.
- Managed user accounts including passwords resets, account creation and deletion.
- Maintained up-to-date case documentation for future reference.
