Leadership
Technical Problem Solving & Staff Support
User assistance, crash troubleshooting, and employee onboarding/offboarding.
Overview & Expertise
Leading technical support desk operations, diagnosing rapid root cause failures during critical events, providing empathetic IT assistance to non-technical staff, and conducting employee IT onboarding/offboarding workflows.
Key Capabilities & Technical Scope
Rapid Diagnostic Root-Cause Troubleshooting
User Helpdesk Ticket Management & SLA Compliance
Employee IT Onboarding & Device Provisioning
Cross-Departmental Technical Training & Support
IT Documentation & Knowledge Base Authoring
Stress Management & Priority Triage Under Pressure
Real-World Use Cases
1
1. Critical exam failure
During board exam, projector failed mid-presentation — diagnosed and fixed display driver issue within 4 minutes.
2
2. Staff onboarding
Designed IT onboarding checklist (email, ID badge, computer setup, software) completing new employee setup in under 1 hour.
3
3. Training sessions
Conducted 5 Google Workspace training sessions for 30+ staff members, reducing Google Suite support tickets by 70%.
4
4. Knowledge base
Documented 40+ common IT issues with step-by-step self-help guides — enabling staff to solve 30% of issues independently.
Learning Path & Growth Journey
Naturally drawn to helping people with technology from early age
Formalized skills through CompTIA A+ and IT support study
Developed customer service and communication skills through 6+ years of daily staff interaction
Studied ITIL Service Desk principles
Built systematic documentation practices
Mentored junior IT assistants in support best practices.
Practical Applications & Real-World Execution
Provided ongoing daily IT support to 100+ faculty members and administrative personnel with a 99%+ user satisfaction rating.
Tools & Technologies
Helpdesk Ticketing Systems
Google Suite
Remote Desktop
Incident Logs
Notion for Documentation
Certifications & Training
ITIL Foundation Concepts (Self-Study)
Google IT Support Professional Certificate (Coursera)
Customer Service & Technical Communication (LinkedIn Learning)
IT Help Desk Management Best Practices (Workshop)
Skill Summary
Domain
Leadership
Experience
6+ Years
Tools Used
5+ Tools
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