Christ Giron Poaty

• Enhanced customer satisfaction by efficiently resolving technical issues and addressing inquiries.
• Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

. Provision of technical and methodical IT support to users of GPC (Genuine Parts Company) and its subsidiaries: UAP Inc, NAPA Canada, Motion Industries ,Reception of calls through Five9 and incidents (Self-Service) created by users via the ServiceNow Tickets portal and processing them

. Granting permissions to folders, reset passwords, make changes to name, address, email, using the Active Directory tool. Troubleshooting O365 applications (Outlook, OneDrive, Teams, OneNote, Excel, Word, PPT, etc.) And others , MFA administrator (Multi-Factor Authenticator) on Microsoft Authenticator, troubleshooting VPN connectivity issues, Cisco AnyConnect, VDI and VIP access and allocation and escalation of tickets to different teams depending on the issue.

.Create and maintain documentation as it relates to system Configuration, mapping processes and service records, Responsible for service desk queue (Managing ticket queue) Worked within a 24x7x365 support environment Provided direct support to customers, answering incoming calls and responding to customer emails in both French and English.

.Identified underlying causes of problems, diagnosed issues accurately, and provided timely solutions.

Replaced old desktops and laptops with new ones to improve functionality.

tickets creation, troubleshoot and resolving system issues. Hardware and software Installation , Printer Setup. Management of System Access Services Acted as a software detective, identifying and solving issues within multiple components of critical business systems.

. Provided first level support for resolution of customer and system incidents

. Guided customers on maintenance of underlying project technical infrastructure, including hardware and operating systems.

. Applied quality processes to perform tasks

Vmedia , Incorporated as VCC India Pvt. Ltd, provides support services to Vmedia customers in sales, customer care and technical support issues.

• Performed business deals with various clients

• Achieved excellency in sales Strategy

• Accurately responded to the emails of clients

• Excellent customer support and technical support to the clients were established and updated work schedules to account for changing staff levels and expected workloads Compiled customer feedbacks and recommended service delivery improvements to management.

•Answered calls and emails addressing customer inquiries, solving customer problems and provided product information