kelvin michael

Oversaw and guided a team of technical support staff. Monitored team performance and ensured service quality standards were met. Provided coaching, mentorship, and training to team members. Conducted regular performance reviews and offered constructive feedback. Set and tracked individual and team KPIs to align with company goals. Handled complex or escalated issues from team members or customers. Collaborated with higher management to address recurring problems. Streamlined support processes to enhance efficiency and customer satisfaction. Delegated tasks effectively, ensuring timely delivery of solutions. Prepared and presented weekly or monthly performance reports. Documented team workflows, best practices, and troubleshooting guides.

• Providing technical support to customers via phone, email, or live chat, regarding issues with the Windows operating system and Microsoft Office software. • Troubleshooting and resolving a wide range of technical issues, including software crashes, error messages, and other problems. • Assisting customers with installation, activation, and configuration issues. • Providing training and guidance on how to use the software, including tips and best practices. • Documenting and tracking customer issues in a customer relationship management (CRM) system. • Escalating complex technical issues to higher-level support when necessary. • I make sure to continuously learn and stay current with new Windows and Microsoft Office features, updates and troubleshoot methodologies. • Communicate effectively with customer and team members to ensure customer satisfaction.

• Responsible for diagnosing & resolving hardware, software & end users problems. • Acting as the first point of contact for all IT & technical queries. • Developing the infrastructure and systems to meet the companies needs. • Working within a TCP/IP network environment, including DHCP, DNS and ethernet . • Involved in the rollout of software updates and patches. • Investigate specialist and complex IT support issues. • Communicating with third party technical specialists. • Configuring and managing backup & restore procedures. • Maintaining a wide range of computer hardware and software programmes. • Identifying & reporting on the budgetary implications of IT projects and upgrades. • Provide secondary support for LAN administration. • Responsible for allocating work to junior staff and induction training for new staff. • Deploying new hardware, server backups & evaluating new software & security risks. In-depth knowledge of Microsoft Windows client operating systems, XP, Vista / Windows & Microsoft Office up to Office 200

• Providing support to customers via phone, email, or live chat, regarding their orders • Monitor product prices displayed on the platform • Up sale and cross sale products • Maintain and update customers profile after each interaction • Prepare and escalate cases to appropriate department. • Prepare weekly report for line for review and improve services