Drawing on my extensive experience with previous clients, I have honed my skills in IT support and service delivery. In one role, as a 1st Line Helpdesk technician, I achieved an average ticket resolution time of 25 minutes, surpassing industry standards and significantly boosting customer satisfaction. My proactive contributions to the internal knowledge base led to an 87% reduction in recurring issues and improved self-service capabilities for users. Similarly, in another role, I collaborated with cross-functional teams to tackle complex IT problems, resulting in efficient service delivery. These experiences have equipped me with a strong foundation in IT support, enabling me to provide high-quality, efficient solutions in my freelance work, consistently enhancing client satisfaction and operational performance.
